Firehouse Subs Whole Foods Marketplace

My sister and have been coming here recently for lunch the past few weeks. In 3 weeks we have probably come at least 7 times. Normally the service and food is excellent. Today that was not the case. Today we ordered a kids meal as well (to go) and we asked for extra toppings on the ham & provolone. When we got the sandwich there was only ham on it. Now I understand they were busy during the lunch rush and mistakes happen, that is not the issue. The problem is when we told who I'm assuming was the manager she replied with "nothing comes on the kids sandwich" so you're telling me no cheese comes on the ham & PROVOLONE and I'm not allowed to add extra toppings when I order? We told her we added toppings when we ordered. She said ok and took the sandwich back. We had already been there for half an hour and she made 2 other sandwiches before turning to my sister and asking her what she wanted on the kids sandwich. My sister told her and when she handed the sandwich to her she said in a condescending tone "just so you know nothing comes on this sandwich". I replied with "just so you know I ordered it with toppings. is that not allowed?" She said it is. Well then the issue was yours to fix. You guys made the sandwich wrong (which I understand mistakes happen) but do not tell me that I am in the wrong when it was your mistake.

She was very condescending and rude about fixing the sandwich. She clearly does not understand customer service. We were very polite and understanding of the mistake and in return got a rude response to their mistake and had to wait 10 more minutes for them to fix it.

The interaction gave me a horrible experience at what is a normally very pleasant environment.

P.S. they also forgot the kids drink and my sister had to go back for it.

Atmosphere: 5

Food: 5

Service: 1

First and last time at the Lakemead location. Unfortunately I made the order online and it was wrong, all sandwiches were made incorrectly, with the instructions clearly on the receipt attached to the bag. The assistant manager who answered the phone offered minimum solution and willingness to ensure issue was heard with understanding as well as resolved. My family spent $64 on lunch and was unable to enjoy anything but the beverage and bagged chips. Hopefully the contact to customer support and store ownership can have the issue resolved.

Atmosphere: 3

Food: 1

Service: 2

Recommended dishes: Engineer, Hero Sandwich

Ordered a sub for dinner during my lunch break, it was soggy, bread was also untoasted and had next to no lettuce on it

Atmosphere: 3

Food: 1

Service: 4

The people at this location always nice and the food is delicious. Also love you donate a few dollars every time we go in for the firemen.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Chips, New York Steamer, Firehouse Steak & Cheese

This location has always had kind workers with great customer service. Josh and Spencer were really friendly, and went above and beyond especially when they were really busy. Thanks again.

Atmosphere: 5

Food: 5

Service: 5

So the date is October 12, 2024 approximately 3 o’clock went in order a meatball sub large asked for garlic, white bread, sweet and spicy sat down. Ate my chips. They called out the name on the order that wasn’t my name. They said oh we made the wrong order. Said OK they made my order. Called my name and got home and my order was wrong I had, a meatball sub wheat bread barely any garlic just disappointing $23 sucks when you get home when your orders wrong even though I told them my order when they messed up the first time

Great foot, great service. The Engineer sub is my favorite! If you like a good turkey sub, I highly recommend it. ?

Atmosphere: 5

Food: 5

Service: 5

I really enjoy firehouse subs and I am particularly a fan of this location, everything is always fresh and delicious when I order and the staff is super friendly and helpful, special mention to Spencer, Josh and Kelcy :) they always make me feel so welcome and greet me with smiles, I love this store so much

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Turkey Bacon Ranch

I ordered 2 sandwiches; one to stay and one to go. Both Italian medium: one without ham, no onions, no tomatoes, with deli mustard, Italian dressing and seasoning and cold. Also asked if I wanted a dill I’ll and I stated yes. This order was to stay. The other to go was also Italian med with everything to go.
When I received my order both were in to go Boxes. My order, the one to stay had ham, onion and no deli mustard and no Italian dressing or seasoning. When I questioned the young lady and stated the sandwich was not right and she snapped at me and said she would get the receipt! I also mentioned that there was no deli mustard on the sandwich and her comment was they it’s a line of mustard. What, sincerely! It was one line at the edge of the bread. This definitely was not one of the best sandwiches I had ever had. Not what I remembered. She offered to remake them but her attitude totally turned me off and I refused as I was with 2 other people who were already eating. I do not remember Fitehouse Subs this way and was very disappointed. You need to express to your employees to be a bit more professional and friendly. I will tell you I will not go back to that location.
Sincerely a Retired VP of Human Resources

Atmosphere: 4

Food: 2

Service: 1

Recommended dishes: Italian

Friendly staff. Great at their jobs. Seems they have fun and get stuff done at the same time. Great experience.

Atmosphere: 5

Food: 5

Service: 5

Have you ever been disappointed on your birthday? Well Firehouse subs did just that. They advertise that you get a free sub on your birthday if you have the app and have ordered previously. So when I went in on my birthday for my free sub, the girl informs me that I had to have ordered a sub in the last week. Are you kidding me? It’s not enough that I eat there regularly I needed you have eaten there in the previous six days or have used my points, but either way I would’ve needed to have eaten there in the last week. Well, knowing I was having a firehouse on my birthday why would I eat there, especially when I have people taking me out all week for my birthday. This makes no sense. This is crap and I’m so disappointed. This falls under the ridiculously stupid fine print not even fine print scenario; I think they change the rules. Well, let me tell you disappointing me on my birthday has lost my business for Firehouse Subs entirely , unless you want to eat Firehouse Subs every single day and then get your one free sub on your birthday go for it but frankly, I like a little bit more variety than a sub all the time.

Atmosphere: 1

Food: 1

Service: 1

Great subs and I love the idea that some of the money goes to the firefighter ?

Atmosphere: 4

Food: 4

Service: 4

Recommended dishes: Hot Meatball, BBQ Brisket, Firehouse Meatball Sweet and Spicy, Pastrami

Alright sando just never my fav

Guys. I waited all day and was looking forward to getting a couple of large Subs to last me over the 4th of July. I even gave an eighth dollar tip. It was a half hour to close but that doesn't give you an excuse to not heat my sandwich up completely. I also asked for four pickles but I just got one. Focus!!

I eating a BBQ Cuban Sub and it is delicious I will be back for another one

Atmosphere: 5

Food: 5

Service: 5