Pop's Jersey Style Cheese Steaks

With regard to a complaint filed by Mr. [redacted], we would like to address his concerns.  When Mr. [redacted] placed and paid for his order, he was informed that it would be approximately 20 minutes for his order to be served.  The average wait time for a cheesesteak is 4-6 minutes;...

however, this was a Saturday which is Pop’s busiest day of the week.  Wait times can exceed 30 minutes.  Mr. Anthony’s sandwich was definitely ready within the 20 minute time-frame that he was given.
Within this time-frame, Mr. [redacted] came up to the counter 2 different times to inquire about his order.  He was told that it was in the process.  When his order was ready to be served, Pop himself wanted to personally deliver the sandwich to Mr. Anthony.  Mr. [redacted] was very upset by this time and he did not want the sandwich so Pop passed it to Mr. [redacted] wife.  Mr. [redacted] wife tossed it on the table and they both said that they did not want the sandwich. 
Pop’s has been established in Pacific Beach for 7 years. We make it a priority to serve delicious food and to ensure that our customers are happy with both the food and the service.
The incident was unfortunate and we would like to apologize to Mr. and Mrs. [redacted] that they did not feel that they were treated fairly.  Pop’s would like to refund Mr. [redacted] his $12.00.  We would certainly welcome Mr. [redacted] back to our restaurant and would like to offer him and his wife a free meal with our compliments. 
We have always been in good standing with the Revdex.com and the community and we would like to maintain our good reputation for serving delicious food and providing excellent customer service.
Sincerely,
 
Pop’s Jersey Style Cheesesteaks

Review: I ordered and paid for a sandwich. Mu wife and I waited 30 minutes & still no sandwich. I went to the counter and demanded to know how much longer we would have to wait. I was told "2 minutes". I said "OK, I'll wait 2 minutes then we're out of here." Within 2 minutes the father of this family-run restaurant came out with the sandwich. He began to chide me and call me a "Nasty man". He shook his fist in my face while chastizing me. He was very angry (apparently because I had threatened to leave if the food was not delivered). I reached up and grasped his fist with my right hand only to stop him from shaking the fist in my face. He twisted away and in the process of doing so, sprained my right thumb. It hurts very much now. Then, the son came out - a huge man, very tall and obese- came up to me and accused me of accosting his father. He got very close to with his lips very close to my face as he berated me. I thought he was going to hit me. He placed his very large body in front of me, blocking the door as I tried to leave. I was frightened as this is a very large man. My wife came up behind him and when he realized that she was there he backed off a bit and I slid by him out the door. There were many other coustomers in there who witnessed this entire incident. I categorically state that I did nothing to provoke such behavior. It was completely inappropriate and very frightening.Desired Settlement: If there are medical bills involved, I would like them to pay those. I never got the sandwich that I paid for, although that is of minimal concern. I would like an apology from both the father and the son.

Business

Response:

With regard to a complaint filed by Mr. [redacted], we would like to address his concerns. When Mr. [redacted] placed and paid for his order, he was informed that it would be approximately 20 minutes for his order to be served. The average wait time for a cheesesteak is 4-6 minutes; however, this was a Saturday which is Pop’s busiest day of the week. Wait times can exceed 30 minutes. Mr. Anthony’s sandwich was definitely ready within the 20 minute time-frame that he was given.

Within this time-frame, Mr. [redacted] came up to the counter 2 different times to inquire about his order. He was told that it was in the process. When his order was ready to be served, Pop himself wanted to personally deliver the sandwich to Mr. Anthony. Mr. [redacted] was very upset by this time and he did not want the sandwich so Pop passed it to Mr. [redacted] wife. Mr. [redacted] wife tossed it on the table and they both said that they did not want the sandwich.

Pop’s has been established in Pacific Beach for 7 years. We make it a priority to serve delicious food and to ensure that our customers are happy with both the food and the service.

The incident was unfortunate and we would like to apologize to Mr. and Mrs. [redacted] that they did not feel that they were treated fairly. Pop’s would like to refund Mr. [redacted] his $12.00. We would certainly welcome Mr. [redacted] back to our restaurant and would like to offer him and his wife a free meal with our compliments.

We have always been in good standing with the Revdex.com and the community and we would like to maintain our good reputation for serving delicious food and providing excellent customer service.

Sincerely,

Pop’s Jersey Style Cheesesteaks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

John [redacted]

Dear Revdex.com,

I am very pleased that the business has apologized to me. However, they have misstated the facts as they occurred. First, it was definitely more than 30 minutes when I voiced my complaint. More importantly, they failed to mention that "Pop" assaulted me. He twisted my right hand such that my right thumb was severely sprained. It has now been over 4 weeks since the incident and I still have trouble gripping a pen. My thumb still hurts. I had it x-rayed and found that it is not fractured.

Again, I am pleased that they have responded and I do not intend to pursue the matter any further, but for them to imply that my complaint is only because it took so long to get the sandwich is preposterous.

Thank you so much for your good work in this matter.

Sincerely,