Firehouse Subs River City Marketplace

Quite conflicted.
Placed an order online.
Showed up roughly 30 minutes later to find the lobby full of ~10 customers waiting, no food, no one eating and my order not even in process yet.
Another customer walked in to order food and he was rudely turned away because they weren't accepting walk in orders.
Since when does this happen?? I understand they are busy, however they had at least 5 people making sandwiches on the line.
Something isn't right here.
I'd be pissed if I was turned away from ordering by walking in and would very likely never return esp when I'm rudely told they won't take my order.
Seriously??? I expect more from Firehouse here.
They need to work on their customer service interactions and order management services.
Food is always great though but service is always an important factor on whether or not I continue to return...

Owner response

I ordered online two large subs.
Said it would be done at 3:15.
Walked in the place at 3:02 and went to counter and told staff and manager I was there and they announced to the staff I was there for my order.
About 35 min go by, I see 5 or more customers come in, order, get their food, and sit down and eat.
So, frustrated, I went and asked where my food was, every staff member looked at me like who are you, then asked my name and they began frantically looking for my order, and yes, the manager that I spoke to when I first came in , is part of this crew that had no idea where my food was, then a young man finds my bag that fell behind the toaster and proceeds to hand me my food and manager standing right there says nothing.
I get my food and go to open it and the food was cold and soggy and inedible.
I have messaged corporate twice and they still have not responded and it's been days.
I do not recommend this place at all.
Oh, on top of it, when I messaged corporate they kicked my submission put due to using profanity, all I said was a cuss word that was not directed to people or anything like that.
Since then, I have made two more submissions to corporate and all I get is silence, I just want my money back and let everyone know this company has proven to be unreliable and won't hold its employees countable for their actions.
On top of not allowing me to execute my right of freedom of speech.
I have never been so disgusted with a place...
as far as I know , since they don't hold employees countable for actions, they could have picked their nose and then made the sandwich for all I know, that's how much faith I now have in this place.

Owner response

Got delivery for dinner.
It was pretty tasty.
I'll admit the first experience wasn't very good because things were stale and missing.
I gave it another shot and this order was awesome.
Everything was here that was supposed to be.
I'm not a fan of the ranch though.
The peppercorn ranch was a bit much and no option of plain ranch disappointing!

Owner response