I'm giving this place my "fast food" run down. The short story: the sandwiches are decent, the manager (owner?) is very nice, but their ability to get orders right is seriously lacking.
FOOD: Â The sandwiches are indeed basic. For a city in need of something different food wise, I had high hopes when this came to town, and I'm somewhat let down by the selection. They offer basic options, like a "Philly Cheesesteak" which was nothing like the real thing, a hot chicken sandwich, and a few other nondescript items. They tout their fresh cut fries, which are over salted and not crisp enough, and the flavor is just lacking. As noted by other reviewers, I'll never know what my real sandwich tasted like, because I've been back twice to order it, and each time waited more than 5 minutes to have it delivered wrong. With two little kids, I don't have time to wait for another.
Speaking of, if you have small kids, skip this place entirely - they charge almost $6 for a sub sandwich that SAYS its 4" (it's really about 2-1/2"), with roughly 2 slices of meat on it. You get like 5 fries in the basket, and a drink cup that holds 2 big sips and then its gone. For that, go to subway or Jersey Mikes and triple the size of your order for less money (and probably better quality).
SERVICE: This for me is where they earned the 2 stars (otherwise it would have been 1). The older gentleman (manager / owner?) is very kind, and really, geniunely interested in how you are enjoying your meal, and his place. I really feel guilty giving them such a poor review, based on him alone, because I like him - not enough to come back again, but I do like him.
VALUE: Simply not there. A meal for 2 adults, 2 pre-K kids was over $30 (including sandwiches, drinks, and one side). This is ridiculous costs when you consider the sandwiches are small (SUPPOSED to be 6" but are more like 4" or 5"), and the flavors are at or below average.
Went on a Sunday at noon and not many customers. Â I ordered and the girl behind the counter repeated what I ordered but had it all wrong. Â I wanted a Philly Cheesesteak with mustard, onions and American cheese. Â She said: Â "just to confirm, that's a Philly Cheesesteak with Mushrooms and Mayo, sir?'..... Â I should have known at that point. Â Â After receiving my lemonade, the guy behind the counter made some cheesy joke about them being better than Subway but they don't grow their own lemons for their lemonade. Â I just wanted him to stop talking. Â Â
After 5 minutes I hear my name called and then "Oh No, this is wrong" and the guy who came to my table immediately turned around and told me that the cheese on my order was wrong and it would have to be re-done. Â After another 3-4 minutes the guy comes back and handed me my fries saying I should have them now before they get cold. Â Another 5 minutes goes by and I am through with the fries and just ready to get out of this place and my sandwich comes to the table (after several other people who came in after me all got their sandwiches). Â My Philly Cheesesteak came with "PIZZA SAUCE" all over it. Â I never freaking asked for PIZZA SAUCE!!!!! Â Why Penn Station, did you manage to screw everything up??
I was not about to complain again and wait another hour for a re-do makeover mess of a sandwich, so I just ate the dang thing with the pizza sauce. Â Believe me, this is no Tony Luke's or Chickie and Pete's authentic Philly Cheesesteak. Â It was tough meat with strange pizza sauce. Â Penn Station: Â Never Again.
I've had the wrong order 3 times now. Â The first time, we were eating in, so no big deal. Â I took it to the counter, they fixed it and actually apologized.
So of course, I went back. Â The next time I ordered to go. Â Naturally, you trust that an order to go will be fine. Â I get home and my order is missing the lettuce and tomato that I requested. Â I called to let them know because this is the same exact problem with the first mistake. Â I called to just bring it to their attention so that one of the 18 people working can check the receipt before wrapping it up. Â She offered for me to come and have it fixed. Â I am home now and not getting out, driving and wasting my time, to have it fixed. Â Then she offered for a credit. Â Unfortunately, I was in a good mood and told her I wasn't looking for credit, just want them to be aware and make appropriate changes. Â She said "okay" and hung up. Â Soooo she didn't even push for me to get the credit. Â That is not customer service.
Apparently they don't take customer feedback seriously because another mistake was had! Â Got home and the freaking exact mistake was made. Â You must be kidding me. Â Called and they of course said, "bring it in and we'll fix it". Â What part of that is a waste of time and now I can't eat with my family doesn't make sense to the manager. Â Then they tried telling us that we had to bring in the sandwich to prove it wasn't done correctly. Â OMG! Â On top of it all, they never offered a credit. Â Repeatedly, we told them that it was the 3rd time dealing with this. Â Finally, we just had to ask for the credit. Â Where the hell is the customer service with this place??? Â
Well---I'M DONE! Â WE WILL NEVER RETURN. Â I would tell you all to avoid this place unless you enjoy being frustrated.
I have had better, but not around here. Â I have been here twice and both times ordered an 8" cheesesteak and small fries. Â The food tastes okay, but the system they use for ordering and delivering food to the tables is very awkward. Â I think that the problem stems from the fact that orders are placed up front, then there is a line for paying but the food is not ready for several minutes after paying. Â The food preparation area appears to be chaotic with people shouting back and forth and looking very busy without really getting much done. Â I suspect that they might be trying to create an "atmosphere", but I think that it would be better if they were just able to serve great sandwiches in an efficient manner.
I think I am going to wait a few months before I try this place again. Â Maybe by then they will have things down a little better.
Please note my one-star rating is a combination of bad service and mediocre food.
As a long time city dweller, I count myself somewhat of a connoisseur of subs since I've had the best from places like Fontano's near Taylor Street, and even the good hybrid stuff like Potbellies since I lived near one of their original ones. Â So I was excited to see a sub shop called Penn Station open up. Â But I should have seen the warning signs when I first arrived and saw there was a Chicken Teryaki option on the menu! Â It was a slow Sunday at noon with less than half the place filled, however, (and as reported by other Yelpers) my food took very long to prepare. Â When others who ordered after me were getting their food, I went up to inquire and was told that it was because I did not want my sandwich hot, and as a result took longer to prepare. Â I would have been satisfied somewhat with that weak explanation, when the cashier chimed in and told me that I should have called ahead if I didn't want to wait. Â So...slow AND lacking of customer sensitivity...not a good start. Â When I finally got the food home, I saw that they did not give me one of the orders of french fries I paid for. Â Great!
Food wise, it was frankly nothing special. Â My Italian sub tasted like any other chain shops such as Jersey Mikes, etc. Â I also tasted one of the toasted sandwiches I ordered, and frankly, Potbellies is much better. Â As for the fresh cut fries, it was un-evenly cooked and I think Five Guys' fries are superior. Â Had my experience at the shop been perfect, I would have still rated the food only two stars. Â And what self-respecting sub shop doesn't offer hot peppers?
Similar to another Yelper, while I waited for my sandwich, I also noticed the chaos at the food prep counter when at one point, there were five (5) workers crowding over a bench meant for two in trying to prepare sandwiches. Â I laughed to myself and thought about how my friends who work for Micky D's and Starbucks corporate QC would have had several heart attacks watching the scene unfold.
To me, Penn Station is a less "sanitized" version of Subway...that's all. Â With so many subs and sandwich shops around, I can't imagine how poor service and mediocre sandwiches can be a long term draw for folks in Gurnee and Grayslake. Â It was also good to see from other Yelpers here that I was not a bad customer, and this poor experience was not unique to me.
Good hand made subs that are excellently toasted. They do take short while to come out. The downside to that is if they mess up the order = it's double the wait. I ended up getting home last night after picking up a Chicken Parmesan sandwhich - they forgot the sauce. Sweet, I always wanted chicken & bread. I should of checked it before I drove off.
Review Source:I've never heard of Penn Station before, but I heard some people at my gym say it was great, so we decided to give it a try.
We went there for lunch on a Saturday and it was packed! It did take awhile to order/get our food, but that's to be expected for a new restaurant. Customers were getting really angry and upset, but what do you expect going to a place that just opened at noon on a weekend? Everyone is still learning the menu and they aren't as speedy as sub places that have been around for longer, but speed will come in time. Give them a break and be patient!
The menu is kindof unusual and different than other sub places. They have chicken parmesan subs, chicken cordon bleu subs, and pizza subs, all of which were nontraditional. They're famous for their cheesesteak sandwiches, so I felt like I had to try it. So I ordered the cheesesteak with all the veggies and the spicy mustard. It was outstanding! Not greasy and heavy like I was expecting - everything about it was perfect. The spicy mustard offered a nice kick to it as well. My mom got the tuna salad and she said it was great as well. We shared fries and they were soooo delicious!! Nice and crispy - not greasy - which is just how they should be!
I do think that they should get a better system for passing out the sandwiches (instead of using a name system) because there are people with the same name and it's hard to hear your name when it's really busy. Plus, it's awkward hearing your name yelled and then raising your hand - it reminded me of being in grade school. I honestly would prefer a number system where you put the number card on your table and they bring your meal out. But, that's just a personal preference! I don't care too much for things to be "personal" - I think it's just not as practical or convenient as other methods to get customers their food.
Overall, my experience and food were great and I recommend this place for people who want different types of subs for a reasonable price. I'll certainly be going back!
Located next to a pet-store, in the Menards complex. Â Â I believe that this is the inaugural week for this location - nice layout. Â When you walk through the door, you stare at a fairly basic menu. Â Wife and I each had an 8" Philly Cheesesteak with fresh cut fries. Each sandwich has several different ingredient options (listed on the menu board) but they may be also to customize. Â
You place your order at one end of a counter (they ask for your name when you order)...then travel down to the other end of the counter to pay.  Staff was friendly enough, and the layout works - any very clean  After you pay, you can grab your soda, ketchup, napkins,etc...then head to your seat - once your order is complete, one of the employees shouts out your name and brings the food to your table. Â
The sandwich is served open-face - and hot.  I had grilled onions, mayo, and banana peppers on my sandwich - liked the flavors, plenty of melted mozzarella.  Wife had the same but added the brown mustard, and mushrooms - she thought that there were too many onions....which normally she would never complain about. Also, she did not like the mustard, guess it was a bit overwhelming  The fries are definitely fresh-cut.  - crisp, and not greasy - a winner!
The cost for the two sandwiches, a medium fry, and a regular drink was $17.25ish. Â I will do it again. Â If I want a warm beefy sandwich (an Italian beef is another story)...will visit here...if I want a cold sub type sandwich - I will stick to Jimmy-Johns.
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