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Business Profile

Carry Out Food

Penn Station Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carry Out Food.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/03/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased $25 gift card from Penn Station in December 2024 which includes three rewards to be distributed later in 2025. The first reward for a free small sub award was emailed to me on 1/8/25. However I run into multiple issues trying to use that coupon code and was unable to use it in my online order. I emailed customer service team on 1/11/25 and received its response that they issued me a new coupon code. However, it failed again after I attempted to use that code on 1/24/25. On that day after I entered the new code, it showed that it deducted the small sub price in full, then I entered my gift card info as I had to pay for the other regular sub in the same order. It showed that it accepted my gift card. However, after I clicked the submit order button at the bottom of the page, I received an error message immediately (see the screenshot in my email sent on Friday). I then called my local store to confirm whether they received my online order and was told they could not find it on their end. I ended up ordering again over the phone with them and paid out of pocket using my credit card.

    Later I checked my gift card balance and it showed that the transaction went through successfully and was deducted from my gift card balance. In the end, I not only lost my gift balance amount from this failed online order, but also was unable to use the coupon code.

    On 1/24/25 and 1/28/25, I emailed my experience to the same email address that they used to respond to me. However, I have not received a response as of today (2/3/25).
    I am now requesting a refund for the gift card charge on 1/24/25 and also request valid coupon code that I can provide directly to the store so that they can order for me as I do not want to risk anything through placing online order myself.
    Note that I never received the 2nd reward that was supposed to arrive on 1/21/25. Not sure if I will receive the 3rd reward on 2/4/25 either.

    Business Response

    Date: 02/04/2025

    We certainly want to ensure the customer gets his rewards for purchasing the $25 in gift cards.  If he provides his email address, we'll make sure they get loaded into his account.  

    Craig D******

    Customer Answer

    Date: 02/10/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


    Business asked for my email address in its response and did not provide the offer yet. My email address is ********************* and please pass it along to the business. Please ask the business to refund me for the charge to my gift card as the purchase transaction never went through successfully, but it was charged against my gift card. All the transaction details were provided in the attachment file that was included in my first submission of the complaint.   




    Regards,



    **** ***

  • Initial Complaint

    Date:10/02/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Penn station advertised buy one get one free any sub, online only on Tuesday. So we scheduled my son's birthday party for Tuesday planning on getting this for dinner. When we went to order, it said that they were not taking online orders. I called our local store and was told that "corporate didn't prepare for how many people would be ordering and it crashed the site". I said ok can we just come up and order it there and get the buy one get one free? He said no it has to be done online only. He said to keep checking the site but if it does let me place the order it will probably set the order out for 4 hours later. The site never came back up and we had to go a different route to feed everyone. There were many disappointed people including my son and his little friends.

  • Initial Complaint

    Date:03/02/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi, I recently went to your ********* ******** location on Feb. 28 around 5:30pm. I purchased one small pizza sub, one small Italian sub and a med. fry. I spent $20.43. The pizza sub did not have any sauce on it. It was dry and terrible, I would like a refund for the pizza sub, I think it that's about $8. I contacted your store via your website later that night, but I haven't heard back, which is why I'm filing this complaint. In addition the fries were definitely over cooked and were cold. I had noticed that they sad in the basket for a while before they were given to me, I would have asked for fresh fries, but 1) I shouldn't have to, the staff should know not to give out cold fries and 2) I had already been waiting for about 20 minutes and was kind of in a hurry to leave. I cannot find my receipt, but I have my credit card statement.

Penn Station Inc. is NOT a BBB Accredited Business.

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