Firehouse Subs Surprise Village

My second time a little disappointed my sandwich was completely messy and overloaded and way too much Mayo.
The customer service was fine and was pleased that the manager accommodated me for my troubles and assured they replaced my sandwiches and cookie that was not put in bag.

Owner response

I walked in on June 10, 2024 at 8:23 PM I had a promotion offer in my app.
I showed the girl who was at the register she was blonde.
I wish I knew her name I showed her the offer I asked if I can use this at the register? She is no it’s only online offer only.
so I I placed my order in the restaurant right than, Then I walked up to that same girl I told her I just placed it.
Can I have extra bell peppers and onions on it? I told her it didn’t give me a choice to add that with my order she says OK that’s fine.
I’ll add it.
so a couple of customers came in & placed their order at the register while I was on my phone online.
The two customers who came in after I placed my order, got their order and left so I just realized that was sitting there for 15 minutes and wanted to check the status of my sandwich.
I was the only customer in the restaurant sitting waiting for my sandwich to be called.. I walked up to the sandwich maker, and the girl I spoke with earlier she was working with him.
I asked them what’s the status of my sandwich? and I also told them that I noticed two customer that came after me already got there order and left.
he asked me what’s the name and I told him,he looked & said oh sorry it’s right here.
I asked them how long were you gonna make me sit there and wait 20 more minutes before you call name? I further told him I was the only customer in the restaurant.& Told him I told your coworker who was standing next to him about the extra bell pepper and onion.
She knew that was my sandwich. Why didn’t she call my name when it was done between them too I don’t know which one is more incompetent that they knew I was sitting there waiting in the restaurant and they let me sit there for extra 15 minutes.
and the worst part, I had some food from another place in the car with 102° temperature.
this is terrible customer service. I’m not going back there again ever.

Owner response

Came in and bought a steak sandwich meatballs sub.
I must say I’m disappointed with the quality of food.
Cold and super sloppy.
It seems that Jersey mikes does a much better job just down the street.
Won’t return ever again.

Owner response