"Dear Management at Santini's,
I am writing to express my disappointment regarding an experience I had at your Sterling location on the evening of August 7, 2024. As a loyal customer since 2011, I have always valued the quality of your food and service, which makes this incident all the more surprising and disheartening.
I arrived at the restaurant at 8:35 p.m., with 25 minutes left before closing time. Despite the restaurant being empty, I was received with an unwelcome attitude. When I asked if the restaurant was still open, a young woman, who I believe was Hispanic, informed me that it depended on what I wanted because they were "pretty much closed." When I indicated that I simply wanted a cheesesteak sandwich, she reluctantly agreed to take my order, but only on the condition that it would be to-go.
From the beginning, her demeanor was unprofessional. She seemed annoyed by my presence and took my order without asking for essential details like the sandwich size or my preferred toppings. This hurried approach made me feel unwelcome and uncomfortable. I specifically requested no mayonnaise, just lettuce, tomato, onions, and a pickle on the side, and asked for the bread to be toasted extra. Unfortunately, when my sandwich was handed to me, it was a half-size, not the footlong I intended to order. Upon questioning the size discrepancy, she curtly replied that I hadn’t asked for a footlong, despite her never having inquired about my preference.
This led to the original sandwich being discarded and remade, an issue that could have been avoided with clearer communication. When I finally received the remade sandwich, it was unsatisfactory: the bread was pale and not toasted, there were no onions or pickle, and, contrary to my request, it included mayonnaise. Additionally, I was concerned to see the same person handling cash also preparing my food, which raised hygiene concerns.
Despite asking three times for a plate to eat on, I was initially denied and told I could not dine in, even though the restaurant was still open. After much insistence, I was eventually given a plate, albeit reluctantly.
Overall, the rushed service and careless food preparation made for an utterly disappointing experience. As I left the restaurant at 9:45 p.m., the staff quickly locked the doors and turned off the lights, reinforcing the notion that my presence was more of an inconvenience than anything else.
This experience falls far below the expectations I have for Santini's. It was disheartening to be treated poorly by the staff and to receive such a subpar product.
I feel compelled to share my experience publicly, as it reflects a decline in both service and food quality at this location. The treatment I received from the staff, including two young Hispanic women and an African-American gentleman, was unwelcoming and rude from start to finish.
I hope you take my feedback seriously and address these issues. Thank you for your attention to this matter.
Sincerely,
[Your Name]"
