Firehouse Subs Northlake Mall

I love Firehouse and have never had an issue at this location until today.
I ordered a meal, which includes chips and a drink.
I asked the employee for a cup twice and he finally responded saying their drink machine was down.
I asked why I was still charged for a drink…he didn’t answer nor did he offer a partial refund or another item to make up for the difference.

Owner response

I was pretty squarely disappointed today.
This is not the worst experience I have ever had in my life, but I hope this would at least make its way to the manager, because I love the Firehouse brand and sandwiches, and this is my local store. I came in and asked for a New York Steamer, on white, no Italian dressing, add lettuce and olives, to go.
Normally I would not comment on this kind of thing, but this was just the first issue of the process, but I had to repeat my order 3 times before the hostess at the register was able to put my order in.
NY Steamer on white, no Italian dressing, add lettuce and olive, to-go. Once we got the order put in, I waited 17 minutes for a single to-go sandwich, and got to sit there and listen to that same hostess carry on a conversation with the manager(?) behind the counter about her getting to have a piece/bite of something to eat from the back of house.
The conversation was not yelling, but was loud enough for us all to hear, which included profanity, and visually slowed down the productivity of the team by distracting someone who was making sandwiches, with a queue of sandwiches lined up (hence the 17 min wait). Final point, once I finally got my sandwich and back to my office to finish out my lunch hour (now late from waiting on a sandwich for 17 mins), I opened the sandwich to find out that the sandwich was not made as I had requested.
This is such a disappointment in comparison to the service I have experienced at this restaurant in the past, and as a resident of the Northlake area.
Nothing leaves a bad taste in my mouth as a customer more than paying over $10 for a single sandwich only, with a longer than 15 minute wait, watching employees who seemingly have nothing better to do than stand behind the counter having a loud discussion riddled with profanity (at least on the side of the hostess), only to find out that what I ordered was not was I was served. With no option to drive back to the store due to the time constraints of a lunch hour, my options as a consumer are now to either throw the improperly prepared sandwich away and lose my money, or eat the sandwich as it was served due to the lack of consideration of the employees running the lunch hour.

Owner response

Firehouse Subs is right on par with Jersey Mike’s and Jimmy John’s subs/submarines, heroes or hoagies (same thing described differently depending on what part of the country you’re from: all are historically derived from WWII military references: submarines, heroes and Philadephia hog island hoagies were consumed by soldiers). Other than their clever celebrity-driven marketing campaigns, Subway doesn’t even come close to Firehouse or any of these other companies.