Firehouse Subs Mark Twain Village

Order food online 2 days ago they took my money made it to the store and they was close . Did not get my food yet or my refund !!plz contact me back asap thank you

Just place my order online today and they took my money I get to the location and they are close !im currently trying to figure out how to get my money back and no one is help due to them being close (update still no response from anyone and have not got a refund yet 12/2/2025)

Atmosphere: 1

Food: 1

Service: 1

Ordered food in the app for 7:30p pick up. Went to pick up food and place was closed. Have reached out to customer service through app which was a joke. Have called the business multiple times for a refund (food was $40) and no answer and unable to leave a voicemail due to mailbox being full. Had to order from another firehouse subs and pay another $55 since my coupon was used on that order. I am looking to resolve the issue and get a refund please.

Atmosphere: 1

Food: 1

Service: 1

Ordered online. Got to the store an hour and a half later and they hadn't started it yet. There was a meat out of stock, which I didn't find out until I arrived. The other sandwiches without that meat were not started either. Incompetent management.

Atmosphere: 1

Food: 4

Service: 1

Honestly the worst firehouse subs and I love their subs. This place is extremely slow. Not trying to be mean but the two back workers can't speak well English. The manager is constantly trying to do something but gets side tracked doing something else. Always out of supplies. Seriously you offer cookies but then you never have any made. Words right out of her mouth she had no time to make any. Well you guys get there earlier before opening. There's no excuse for that. Also to constantly be out of pickles. Or when you actually have pickles and it's clearly on the ticket they never put any in your bag or in your box with your sandwich. Even the soda machine was out of absolutely every kind that they had except for one because again the manager had no time to change them. Very very disappointing.

Atmosphere: 1

Food: 1

Service: 1

Sandwich was a long wait for it. It was soggy and basically fell apart. I do not recommend going to this location

Atmosphere: 1

Food: 1

Service: 1

Ordered through the app and when i got to the store they were closed. Asked for a refund and was shooed away by the employee closing the store. Tried using their app to refund but was greeted with a chatbot that submitted a ticket that did nothing. Firehouse is a great restaurant but this specific location is a stain on their reputation. Bad service, lazy employees, and are closed without explanation often.

Atmosphere: 1

Food: 1

Service: 1

Been here a few times. They’ve been closed multiple times during normal hours including today. Service has been slow and poor the times I’ve been to this location.

Atmosphere: 1

Food: 2

Service: 1

I just ordered about an hour or so ago online to pick up at 4:30pm, I get there at maybe 4:35pm and there's a closed sign on the door!! Having some issues with something it said!! Of course my card got charged and you can't even leave a VM be it's full!!!!! I guess I'll have to try calling in the morning, but this is unacceptable!

Always out of things and never full filling my entire order and always delayed on time!

Atmosphere: 2

Food: 4

Service: 1

Was here at 11:10 and told that still aren't open for at least another 30 min. when the sign on the door read 10:30. Not sorry. No explanation. Just no. Disappointing. They said come back in 30 min. 40 min later there is no answer at the door. Terrible business

Atmosphere: 5

Food: 5

Service: 1

Location supposed to be open at 1030, get there standing outside at 1045 still not open. There inside still getting everything out taking there time. Myself and few other customers standing outside waiting. Very unprofessional. Management's need to take care of this situation.

Service: 1

First time visiting this location and the host Berenice was one of the most genuine nicest person. She made my experience awesome!

Atmosphere: 5

Food: 5

Service: 5

Came in around 7:30pm and no one was in the store. There were two employees, one was sitting at a table watching videos on her phone and one was behind the counter with her phone in her back pocket playing music out loud. I ordered a sandwich and wanted some soup with it. She had a hard time hearing me order over the music her phone was playing. She said “I already put the soups away for the night”… they didn’t close for another 1.5hrs. I settled for chips.

I go to get my drink and there was no ice in the machine and about half of the drink options were out. The lady quickly made my sandwich and joined the other employee at the table. My food was lukewarm at best. As I’m eating, they continued to play videos out loud on their phones. They noticed that I needed ice but did nothing to help.

A couple came in as I was finishing up. The employee that had helped me kept watching her phone for a few minutes. She finally got up, switched her phone from the video she was watching to playing music again and slowly made her way behind the counter to take their order. They wanted soup as well, but no luck.

These employees were bothered by paying customers. I wouldn’t recommend giving them your business.

Atmosphere: 1

Food: 1

Service: 1

Why aren't you open. The internet says you are open- no ones there at 5pm on a Sunday- says you close at 9? You wonder why your stores are closing- you're not open

Atmosphere: 1

Food: 1

Service: 1