Big Tony's West Philly Cheesesteaks

This restaurant lacks customer service. During my visit, I waited nearly an hour for my order while witnessing another customer become frustrated with the wait for 2 sandwiches. Many customers received their orders, finished their meals, and left while others continued to wait. To make matters worse, my order was not prepared correctly. Despite having a sign instructing customers to ensure their order is correct, the restaurant does not hold itself to the same standard.

Unfortunately, I must say that this restaurant has declined in quality. Prior to the pandemic, it was easily a 5-star establishment in terms of food and service. When I visited for the first time in months, the food quality had noticeably dropped. I ordered takeout and found that my fries were cold, although my cheesesteak was still good. The employee working the grill, a tall man, was the only familiar face from my previous visits. He consistently makes excellent cheesesteaks and deserves a raise for his efforts. However, the girl at the front counter did not greet me and seemed more interested in her cell phone than serving customers. I also remembered a female manager who had mentioned she was considering leaving for another job. If she has indeed left, her absence has certainly been felt as the service and quality were exceptional when she was present. Although I cannot recall her name, her son also worked at the restaurant. I suggest rehiring her and giving her a raise if she is no longer with the establishment, as her contributions are greatly missed.

Do not go during lunchtime as it was extremely busy. We waited 45 minutes for our food to go, but two groups of white people received their food before us. When I finally received my food, there was something in it that appeared to come from the packaging of the meat... I will never go back. My sandwich only had meat and cheese and when we asked for onions and jalapeños, they charged us for Cajun fries that we never received. Overall, my experience was terrible.

Friendly atmosphere and fantastic Cheesesteaks! Don?t forget the Tony Sauce! Its good on the fries but it?s exceptional on the cheesesteak. If we were in this area more often we?d make this a regular stop.

Food was pretty good, employees were friendly and helpful. Only down side to this place is going to be how old and dirty it is. Definitely needs a deep clean or remodeled. I recommend just taking the food to go honestly.