Firehouse Subs Edwards Mill

Customer service was terrible.
Katie definitely needs training.
We were redeeming our T-Mobile Tuesdays rewards.
We couldn’t find where to put the code in the app & add the correct item to actually show up with the rewards.
It wasn’t the normal way.
We asked the 3 workers.
And Katie with the reddish burgundy colored hair said she didn’t know and she believed it was expired.
Another worker said several others redeemed theirs today so she knew it WAS NOT expired.
Told us it had to be through the app.
She answered very short & rude.
We figured it out.
But when another race walked in, she greeted them & assisted them fully.
Told them what to do in the app, how to submit their order, etc.
Even told them they could switch out their bread for a different kind.
It took all I had not to say something to her.
I ordered my sub and submitted it through the app.
She yelled out my name and asked me 3 times how did I want the sub.
I told her 3 times.
Mind you, she had the print out for my order but acted as if she couldn’t understand.
I was not going to repeat it a 4th time WHILE SHE’S LOOKING AT THE PAPER WITH THE ORDER. The restaurant was dirty.
Chips & crumbs on the floor. The 2 young men were helpful but Katie & her customer service with ALL races needs training. And I went to eat my sub and it has ham on it.
I told her Turkey only with light mayo, light mustard, lettuce and cheese.
My goodness.
This is ridiculous.
I repeated it 3 times and she still got it wrong.
SMH.
It’s more ham than turkey.

Owner response

Every sandwich I order here is delicious and presentation is acceptable.
However, the last two times that I've been in the store within the last 2 weeks, there have been a few issues that may be a reduction in quality trend and needs to be addressed. The drink machine had no ice on one visit and the drink station needed cleaning. They were out of ham on another visit A Sandwich I ordered did not have all the ingredients as described in the sandwich and I did not realize this until I was miles from the property. It also appears that all the employees were in their teens and there did not appear to be any older employee supervision/management The employees were respectful and I didn't see any horseplay.
However, sometimes a senior manager can make sure that these little things are addressed. I will continue to visit this particular location.
However, if I continue to see a decline and quality, I will take my business elsewhere. So I am a 3 star ⭐ hit and miss. Good luck

Owner response

Tried several times to place an order after 6 to get 1/2 price on app, would not take payment.
Called 1st person had no clue & switched me yo non existent manage who answers as a busy signal, person inside hangs up, another machine comes on saying call back later.
How fo they do business? I would enjoy a sub from there but customer service is lousy.
Maybe hire someone that can answer a phone on site & know ehat their product is.

Owner response