Firehouse Subs Saunooke Village

Tried to phone in a pick up order for a salad with tuna on the side. The manager didnt know if she could fix that, and said she she'd transfer me to someone. She transferred my call to A FIREHOUSE IN A STATE ON THE COAST! Im in the mountains! I swear... and she was the manager???
She idnt know if she could make a to go salad with a cup of tuna on the side? Bless her heart. 🙄😆

Atmosphere: 3

Food: 4

Service: 1

We were on a one-month road trip, car camping across the U.S. from California — our first visit to the Smokies and to this restaurant. My husband and I rarely eat out since I’m a dietitian and enjoy cooking, but we decided to give this place a try. Unfortunately, it turned out to be the only worst customer service experiences we’ve ever had.
From the moment we entered, there was no greeting, no smile — just a cold, unwelcoming atmosphere. There were about four or five employees behind the counter, and when I tried to get one young woman’s attention, she cut me off abruptly without any acknowledgment. Next time, when we encounter such an atmosphere in a business, it’s usually best to just leave without a trace. However, we decided to stay and place an order. Because of the strong southern accent and the fact that we’re foreigners, it causes some misunderstanding — but foreigners are not stupid— but instead of helping clarify, the staffs began talking and laughing loudly to each other in a way that felt mocking and disrespectful.

When I calmly notified that I didn’t appreciate being treated that way, the situation escalated — they laughed and bad mouthed us even more, and the entire crew became defensive. My husband, who works with high-profile clients and is always respectful in public settings, overheard confronted them was met with the same attitude.

I’ve managed large dining operations serving over 3,000 people daily, and I have zero tolerance for staff disrespecting customers. Based on other negative reviews I’ve read over the years, it appears that this issue is not new, suggesting a lack of accountability from management as well. So, don’t even reply with yours same apology here like you always do with others who complained the same thing coz the general manager of this Firehouse that day was with the crew who ganged up on us. It is your culture and unless you overhauled customer service of your fast food, you will encounter more foreigners in the future.

I rarely leave reviews, and I’m generally very understanding — I’ve eaten at all kinds of places across the country and never complain about food or facilities. But this experience was beyond disappointing. It wasn’t just poor service — it was a lack of basic respect and professionalism.
I will not return, and I hope management seriously re-evaluates how their team treats customers.

Atmosphere: 1

Food: 3

Service: 1

Rude customer service and the place looked very dirty

Atmosphere: 1

Food: 3

Service: 1

I love Firehouse since it has GF rolls. Nice surprise to find it after long windy drive though Smokey Mountains

Atmosphere: 5

Food: 5

Service: 5

Subs were hot and fresh. Can’t get a good one from our hometown but this place is definitely a go to.

Food: 5

Here's my review: I had to wait over 30 minutes for my order. There were only four people working. The owner, or the manager, should read it and draw their own conclusions. I have no complaints about the staff. The food was disgusting. The small sandwich was less than 3 inches, the bread was completely overcooked. I'm upset because my wife tried your sandwich for the first time and was disappointed.

Atmosphere: 1

Food: 1

Service: 5

Ordered online and had a great experience, subs were ready in the time specified and they tasted delicious.

Food: 5

Service: 5

Subs were so fresh and the dining room was so clean.

Atmosphere: 5

Food: 5

Service: 5

Delicious subs. Had the mac n cheese for the first time, it was good but not something I would order again. Restaurant was clean as were the bathrooms. Although the toilet paper dispenser needs to be raised higher on the wall to accommodate those who have mobility issues.

Atmosphere: 5

Food: 5

Service: 5

SUPER EXPENSIVE & order was incorrect. ZERO pickles & I ordered extra. Yes, it is a big dill.

Atmosphere: 2

Food: 3

Service: 1

It was a bit slow getting our food but the food was really good. Mac and cheese is very tasty. Veggie sub was good. Potato soup was good.

Atmosphere: 5

Food: 5

Service: 4

Service was great, the sandwich was good and tasty 😋

Atmosphere: 5

Food: 5

Service: 5

Friendly attentive staff.

Atmosphere: 5

Food: 5

Service: 5

Clean and great service!

Atmosphere: 5

Food: 5

Service: 5

Sorry to say but by far the worst firehouse we’ve ever been to. Smells like garbage, meat on sandwich was the lowest grade possible, I literally had to take it off the sandwich and just eat bread and vegis. Long wait due to many tourists.

Atmosphere: 1

Food: 1

Service: 1