I have never had a worse customer service experience in my life. Today we tried to order four "Breuben" sandwiches (a Reuben sandwich with a bratwurst on top) and a regular Reuben sandwich (sans bratwurst). The owner very rudely told us they would absolutely not make the regular Reuben because it was not on the menu.
We explained that we were willing to pay the same amount as the Breuben that was on the menu, and that we wanted the exact same sandwich, just without the bratwurst on top (as one member of our party did not eat pork).
We also mentioned that we had ordered a regular Reuben a month or so before from one of his employees with no issue. This infuriated the owner, who said his employee should have never made that sandwich, and yelled that that there was no way they would make the regular Reuben as they were "way too busy".
What's perplexing is that the regular Reuben would have taken less time (and cost them much less money) than the Breubens.
I fully understand not wanting to make extreme substitutions to menu items, or being limited when some of the ingredients are pre-prepared and already mixed together, but in this case it meant just leaving off a bratwurst, which they hadn't cooked yet, and which we would be paying for.
I know that people have bad days, but when you're in a service-based industry, a little professional goes along way. This was the worst service I've ever experienced in any kind of food establishment.
We were totally blown away by how rude and condescending the owner was. It now makes sense why most of his employees have been miserable to deal with on previous visits. Customer satisfaction is obviously very low on the owners' priority list.