Firehouse Subs Jefferson Mall

The manager was extremely rude.
We have supported this location for many years, but will no longer.
Today my son got a cold grilled cheese.
When I politely asked the manager if he could remake it, he refused and he proceeded to argue with me and say that it looked hot because the cheese was glistening 🤣.
I explained to him that's what melted cheese looks like.
Even if it's cold like it is in this case.
He said I should make my kid eat it regardless.
Clearly this man has never been around a child who is a picky eater.
My sub was also made with wheat bread and not white (like I ordered) However at this point I did not go back in to say anything because I knew the manager did not care about customer service.

Owner response

The food was good but the guy that was working the counter before the young male manager got there in the afternoon was very very rude.
He was on his personal phone on a call and yelled at a person doing a pick up order (maybe food delivery) because they had been waiting for over 10 minutes and they asked if the food was ready yet as they were the only person in the store waiting on food.
They were not rude to the worker, they just politely asked if it was closed to being completed.
I had to walk out of the restaurant because he was being so rude and nasty.

Owner response

i’m a door dasher and when i went in to pick up someone’s order they said they don’t have it but after asking around, it turned out they already made it but gave it to someone else.
They keep their doordash orders behind the counter (which is already bad because on doordash they’re listed as a restaurant where the orders are supposed to be on a shelf) so clearly an employee physically handed it off to the wrong person so after they told me that it seemed like no one wanted to help further or even pay me any attention.
i was still standing there waiting for a response or anything really but they just didn’t pay me any attention because they didn’t want to deal with the problem they, THEMSELVES, created.
so i asked if they could remake it because they gave it to the wrong person and i had my phone pulled up with the proof that I am picking up for this dash but they didn’t care so he raised his voice and said “unless another ticket order comes through, i'm not making a sandwich just for free”.
But really sir what you already did was give a free sandwich away without making sure you had all the facts.
And he continued to say that if i have a problem i need to contact support because he can’t help me.
And support said they need to remake it but the manager still refused so doordash was forced to cancel the order so i only got half the pay and the customer never get her sandwich.
This was completely UNACCEPTABLE and ever since then I always reject doordash orders for this specific fire house subs on outer loop because it’s very clear that none of the like 7 people working that day gave a care in the world that THEY MESSED UP.
Terrible customer service.
Even worse management.

Owner response