Firehouse Subs West Henrietta Road

DO NOT DO BUSINESS HERE. Terrible service. We ordered two meals for delivery. They screwed up the order and we didn't get what we ordered. I tried to call the driver and they hung up on me without saying a word. (Just answered and hung up.) I tried to submit a complaint online and it made me upload a picture of our missing item (?!), so I uploaded a picture of the items we received and the empty bag. The online form said that it couldn't help me and logged me out and then wouldn't let me log back in. I called the restaurant and spoke to the manager. He said he could write my name on a list and the next time I came in I could get that item. I informed him that we were staying in a hotel across the street, would not be back in this town in a long time, and asked if someone could just run the missing item across the street. (Disability prevents us from going there, which is why we had it delivered in the first place.) He made it clear that he would not. I asked him to refund the amount of the missing item, and he said he could only do that if we came in to the restaurant that night. Very unfriendly, very unprofessional, and very rude. That will be the last time I order from Firehouse Subs.

This sub shop is so clean, the staff so friendly and the subs are fresh and delicious!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Firehouse Steak and Cheese and Club on a Sub, Smokehouse Beef & Cheddar Brisket, Club on a Sub and Firehouse Steak and Cheese, Jamaican Jerk Turkey, Steak N Cheese Sub, New York Steamer

I arrived at closing. The employee was waiting at the locked door to serve my order. Outstanding service thank you.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Smokehouse Beef & Cheddar Brisket, Cuban Sandwich

I tried the French Dip and it was the best sub I ever had! Will be my new go to which is saying a lot, I also love the Hook n Ladder and Spicy

Atmosphere: 5

Food: 5

Service: 5

Them hoes be hitting 🔥🔥

Very good food and fast service. Welcoming atmosphere. I was surprised to find out how much they donate back to the Rochester community. I bet the owner and she was hilarious and told me about the story on how the business was started. It's good to know that our dollars are staying within the community and supporting first responders. I'll definitely be back.

Atmosphere: 5

Food: 5

Service: 5

Everything was fine but we drove by it because it wasn't well lit.

Parking: Wasn't well lit.

Atmosphere: 3

Food: 5

Service: 5

Recommended dishes: Firehouse Steak & Cheese

Ordered a steak sub. Normally FH has the best subs as we have ordered from them before. Tonight's steak sub was so full of grease that the bottom half of the bread was soaked. Was practically inedible, not even paper towels could salvage it. Nice I ordered 2 for 1 meatball or I would have had to resort to PB & J for my meal. Hate to leave you a 1 star after so many other good experiences, but whomever constructed this disaster deserves it.

Food: 1

Service: 3

Tried to go every two weeks there sandwiches are so good

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Pepperoni Pizza Meatball Sub, Brisket

Girl who cashed me out had a nasty attitude. Never coming here again Firehouse subs!

My smokehouse beef and brisket sub was delicious. Also loved the hot sauce bar!

Atmosphere: 5

Food: 5

Service: 5

Good customer service

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Italian Sub, Pepperoni Pizza Meatball Sub, Mac & Cheese, Italian

Another crappy chain that has nothing on our local sub shops. Sandwichs are small and tasteless.

Atmosphere: 3

Food: 1

Service: 5

Great staff fast and friendly and delicious food will be going there again

Atmosphere: 4

Food: 5

Service: 5

Recommended dishes: Brisket

Staff had no urgency, and the hook and ladder sub was absolutely awful. I live about 10 minutes away. I got home, and it was a warm, soggy sub. It's absolutely one of the most disgusting sandwiches I have ever had. There was barely any meat in it and was a bunch of soggy lettuce tomatoes mayo and bread. Literally threw it in the garbage. My cherry limeade was actually delicious, at least..

Atmosphere: 3

Food: 1

Service: 2