Firehouse Subs

Love the subs here. It’s a shame they can’t get their act together. A few months ago I ordered online went to pick up and nobody has made my order. I didn’t actually get our food until an hour after I placed my online order. The worst part… They owe me a refund. We ordered again online a month ago, go to pick up … they’re closed but charged my card $35. We have called corporate multiple times and they pass our message to the owner but the owner never calls me back.

I’ve always loved this location, but recently it’s gone down hill FAST! I understand the problems with staffing in todays world, I really do. Which is why I gave the owner of this franchise over a month to get back with me about a refund. We ordered subs on the app a month ago, and when we went to pick them up, they were closed because of staffing issues. Again, I know things are tough so we got subs from somewhere else and called corporate to find out what we needed to do. They told me they would pass me along to the franchise owner, and allow 5 business days for a call back…. 2 weeks passed and no call from the franchise owner. So I called corporate again, and again got the same message. It’s now been about 2 weeks since my first phone call, and a month since I paid for 5 subs that I never received. I can’t blame firehouse as a whole, but the owner of this particular franchise clearly doesn’t care if people get what they pay for, and that’s sad.

Food is very good. Service is very good as well....but b/c of staffing they dont keep to the hours posted on web. I ordered 2 subs online, paid for it and went to pick it up. I was met with an empty store with a sign they were closed due to staffing. Well...what about the payment I made for the food I won't receive. Online and app didn't give any options to cancel the order. I left a personal note and slid under the locked door asking for them to cancel my order. Still was charged. Tried calling the store but only rings. I'm left to dispute charge with bank and get a whole new bank card. Wish they posted updated hours, or warning to come in person, or cancelled online ordering option. Anything to avoid a mixup like this. I will miss going to the store but if I can't rely on a simple order being done within my small 30 minute lunch, you've lost me.

My wife, our son, and myself came in for a late lunch around 3:00pm Sunday. We ordered 3 sandwiches and a few drinks. We were the ONLY customers. There were 6 employees moping around. It took them over 30 minutes to get just those 3 sandwiches out to us. Funny thing is, when we first entered the store there was a woman who was visibly angry. She was complaining about it taking so long to get her food. We figured maybe she was just being a grumpy customer and didn’t pay it any mind. Now we know how she felt and she wasn’t acting out of line. The store is running terribly. I can only imagine what the business owner sees in his profit margin. I can only assume it’s not much. I recommend getting a leader involved and coordinate a plan to get these employees up to speed.