Firehouse Subs Cumberland Mall

I ordered online for pick up. When the person that picked up for me got there they handed him the order. They gave him someone else’s order. I called the franchise. She told me my salad was sitting there. I told her I can’t leave to come get it. She said “what do you want me to do about it. “ that’s the straw that broke the deal. It’s one thing to do a wrong order but to be sarcastic is another story. I told her I want a refund. She told me I had to go thru the app. I asked for a corporate # she said it’s a franchise and refused information. If this is how you do business I will not return. Also I can’t eat bread so this was a complete no go.

Had mayo lathered on my sandwich to the point its falling apart… when i asked for none. Like read the tickets before you just slap together a sandwich why would i pay 15$ for a sandwich thats wrong.Pretty sure thats like an hour of you alls pay. If y'all aren't used to or prepared for changes on a sub, why allow in on the website.. Unacceptable never going again.

Atmosphere: 1

Food: 1

Service: 1

We normally go the the Firehouse sub in Glenridge Springs until I started coming to this location. I usually come to this location because its close to my daughter's school, Lovett school. The hot subs used to be great but lately I notice their subs have been going down hill. We paid $40 for two sandwich combo meals. I think $40 is getting to be too much for the quality and quantity of the sandwiches. We typically order the Engineer and the amount of mushrooms is barely enough for the whole sandwich. I have to pay an additional $2.00 for the extra mushroom. I mean, really now?? The sandwich was semi-cold! We used to come here ever week and now I would probably come here at this location maybe 3-4 months. And the signature drink Cherry Lime-Aid was out of order. That might be the last straw of me coming back.

Atmosphere: 2

Food: 3

Service: 4

I had a good experience at this location, and the steak and cheese was made was good and the workers were nice. However there seemed to be confusion about who the GM really was. One lady told me it was her and then a guy told me not to listen to her that he was the GM. Either way I will be back!

Atmosphere: 5

Food: 5

Service: 5

The staff didn't great you when you enter the restaurant. They have no customer service skills. The food was very subpar...I always have enjoyed Firehouse subs but this location made me change my mind. The sub did not good at all, I'm so disappointed. Won't go back to this location.

Atmosphere: 1

Food: 1

Service: 1

tim always does great with my order

Atmosphere: 4

Food: 5

Service: 5

Absolutely unacceptable experience.

My pregnant wife went to this Firehouse Subs location and was given the completely wrong order. She didn’t realize it until she got home. When she called the store to explain the mistake, instead of apologizing, she was told it was her fault for “taking the wrong order,” which is completely untrue. The staff handed her the food — she didn’t go behind the counter and grab it herself.

She was also told they would not refund the order because they “couldn’t prove she didn’t eat it.” That is not our problem. They gave her the wrong food entirely. The burden shouldn’t be on the customer to prove they didn’t eat a mistake the restaurant made.

To make matters worse, she was dealing with low blood sugar and is currently pregnant, so going back out immediately wasn’t realistic. When I called and spoke with the General Manager, she was extremely rude and dismissive. She claimed she spoke with the owner and doubled down on refusing a refund unless we physically brought the incorrect food back — despite explaining the situation.

Because they refused to take responsibility for their mistake, we had to DoorDash replacement food just so my wife could eat.

Mistakes happen. What’s unacceptable is blaming the customer, questioning their honesty, and showing zero empathy — all over a $20 order they got wrong.

Very disappointed in how this was handled.

Atmosphere: 1

Food: 1

Service: 1

Great service friendly staff excellent sub

Atmosphere: 5

Food: 5

Service: 5

Timothy provided outstanding service from start to finish. He was kind, patient, and truly went above and beyond to make sure everything was taken care of. You don’t come across people like him often—he genuinely cares about doing a great job. He absolutely deserves recognition and a promotion. The company needs more people like Timothy!

Atmosphere: 5

Food: 5

Service: 5

It's okay because you want what they have on the menu. I would definitely check your food before you leave...

Atmosphere: 3

Food: 4

Service: 3

I completely forgot to ask for my sub without mustard until after I paid. The staff said they would let the cooks know. I didn't expect much, but my order came with no mustard! I appreciate the small detail.

Atmosphere: 5

Food: 5

Service: 5

If there were zero stars, I would have selected that. We just left firehouse subs after asking for a refund. When our food was served, they had no crackers for the chili, but more importantly, I went to pick up my sandwich and there was a long black hair, several inches long, in between the bun and the ingredients inside. It was hanging outside the sandwich about 3 “. So gross. We instantly returned it and just asked for a credit. We lost our appetite after seeing the hair. The counter service or manager (?), not one person behind the counter even said a quick I’m sorry that happened. Not one word. Whoever they got from the back, came up and just did the credit and handed us our money. How does that happen? Note, we quietly brought this to their attention. We were not loud or hostile at all. This occurred 12/21 12:49. firehouse Subs hwy 41, Cumberland.

Atmosphere: 1

Food: 1

Service: 1

App is easy to use and the customer service at this location is top tier.

Atmosphere: 5

Food: 5

Service: 5

I have came to the restaurant several times with the previous owners service was alot better, I stopped coming because the new people wasn't attentive, I recently went back to visit and saw one of the managers that was there before Shika and she greeted me with great energy and took great care of me with Compassion that the previous owners implemented. I was happy so shout out to the service team that cares and pays attention

Atmosphere: 5

Service: 5

Paid extra for bacon and you forgot it