Firehouse Subs Mayfair Plaza

We have gone through the drive-through twice.
We discovered our order was wrong when we got home and we did not want to drive back. We just ate sandwiches.
We thought we would try one more time and order it online so that we can specifically note what we want on our sandwiches. Two out of three in our order were wrong. I just don't get it. I paid $45 for three sandwiches and for two out of three to be wrong means that I will not be back.
The place wasn't busy. It was at 4 PM.
Double check your orders, even if that means opening up your sandwiches in the shop.

Atmosphere: 2

Food: 1

Service: 1

Neither employees had name tags on. I had to call back up to the store to get both of their names. Cobin and Cheyenne I ordered subs at 7:49 PM. I did not actually receive the subs 20 minutes later. Kobin was witnessed being told to make the subs as he was just wandering around the store, talking and complaining about how he was going to get home, it seemed he was more concerned about his Spark plugs being changed and other gossip. He made references on how another employee don't even know how to make  half the subs.They had only two steamers going . He didn't drop the bacon for the sandwich Cheyenne had to, he walked away several times . Our meat went off in the steamer he opened it and just walked away,Cheyenne told him to finish the subs, when he came back, he made two more subs that were not ours before even grabbing our meat out of the steamer  before he decided to finally finish making ours. There were 0 utensils. They were all gone, they were using their hands to grab the meat to place onto the subs, its as if they were tryimg to.close early before it was even 8 p.m. They we're using a plastic spoon to scoop the mayonnaise out and dollop onto the sandwich, bread and spread gloves were not changed in and out there was a lot of huffing and puffing and eye-rolling from both. There was no lids on the tea canisters. When I called back up there to the store and asked for the names. I also addressed my concerns and complaints about how things were made. As my husband used to work at the store in St. Augustine as a trainer , has met the original owners and founders of Firehouse Subs, and so.we both know how the store is supposed to be run and how orders are taken. It was very disappointing to see how things are being done here at your store. I wish I could say this was the first time we've experienced this type of service at this location but unfortunately it isn't. It seems to be a swinging door of employees so the service is hit and miss. But what is more disappointing is how they handle these situations. To not even hear back from the GM or have the on duty manager at that time address this issue the proper way is giving the impression this store doesn't care about how their store is , customer care or satisfaction.

Upon telling this to the store manager on duty, Cheyenne, there was 0 apologies, when I complained she said, yeah, I understand yeah, I understand okay, I told her I would be leaving g a review she said okay omce more thanks and that was the end of the conversation.

I made this complaint on March 6th and have been told I would be contacted by the GM. I've yet to hear back from that stores GM or a apology from that store . I reached back out and told them I've not heard from the GM on the 10th, Jessica from guest services once again said sorry for my experience followed with :Unfortunately, I do not have a time frame for when they will contact you, but I have updated your case and it has been escalated. I have also requested that they follow up with you about this as quickly as possible. Here it is 7 p.m on Thursday of March 13th and still nothing. A store shouldn't be run like this. Customers pay to much money to have service like this and have to experience this type of behavior.

Atmosphere: 1

Food: 2

Service: 1

Order delivered wrong and when I got it straightened out it was cold and they sliced my roast beef sandwich with the meatball sandwich knife and didn’t wipe it off.

Atmosphere: 1

Food: 1

Service: 1

I downloaded the app to use the 50% off first online order that I was sent right after I signed up and was emailed the offer for 50% off first online order. I could not get the discount to apply. Tried to call the 1800 number and it told me to I leave comments online. I tried to use the chat on the app and it did not recognize what I was asking. I tried to ask the person working in the store for help and all she could say is I dont know, you have to use the app. Doubt I will go back to a FIREHOUSE SUBS. Terrible service and then a 30 minute wait for the other customer to order and get food.

Atmosphere: 2

Food: 2

Service: 1

pretty disappointed walking in and seeing a sick person rubbing their nose taking our order and proceed to make our food. a few days later i got extremely sick after eating here. not cool and there needs to be a health standard meeting here about what conditions are acceptable to work because that was absolute bs, and quite frankly just gross. sandwiches are expensive and wasn’t even good either.

I got the new Thanksgiving turkey sub on Saturday and I got instantly sick from food poisoning the same day

I have been to this location a few times. I think a 4.3 average rating is perfectly fair (and wish that Google allowed .5/half-star ratings on their scale).

First thing first, there is no reasonable way to compare this place to Subway (see my comment at the end). Subway is a ‘because it’s open’ sorta’ place and perfectly fine if you have no other options. I think this chain aims squarely for the JJ and JM crowd and competes well enough against JJ (and Togo’s too, even if their footprint continues to shrink in the NW) because it also offers some unique options, sides, and especially salads. JM? I can’t fathom why some people like that place. But you do you.

This location has always been relatively clean, putting aside the hot sauce station (which I kinda’ get if they are getting used and reused and the staff don’t have enough time to clean the bottles). I also have found that the staff are always easy-going and friendly. My most recent visit they were under-staffed and the two people working behind the counter still managed to provide a smile and efficient service even with several people in line. Now, could I whine about things they don’t do or don’t do the way I like? Sure. Or I could simply say that I wish they had more bread options and that the rolls weren’t so soft. I might also think that the vinaigrette for sandwiches errs on the too sweet side. Do I wish they had better salad dressing too? Yup. But I realize all of these things when I step in here and I am still fine with what I get. The salads, though basic, are always fresh. The meats are flavorful and actually taste different from each other. Then again, maybe I am odd for wanting to write a balanced review that tempers what I don’t like with actually describing what they do in ways that aren’t over-the-top and questionable. Speaking of which . . .

Some of the criticisms which center on the employees and managers seem very specific. And I can understand being peeved if those things happened consistently. I just haven’t seen it. But the whining about prices and portions in a few of the reviews borders on nonsense. Compare the prices you pay here with the prices you pay at Subway, then factor in the overall quality, and you don’t really have a great argument that the latter is “better” than the former. Still other negative reviews are so hyperbolic as to not be trusted (in that they seem to be overstating a small problem and think that, by making it seem bigger, they have accomplished something). Well, you have accomplished something. You make your reviews seem iffy.

All in all, when I am in town, I would easily consider coming here. And I would recommend it as against the other options mentioned, so long as you are realistic and factor in what this place does and does not offer compared to those options. Heck, I’d even recommend at least one or two of those options for the same reason (if this review was about them). This visit, I got a filling meal for a reasonable price, from customer-focused employees. Thanks.

The whiners? Ignore them. They likely never (or rarely) write an honest review that actually helps you make a choice.

Atmosphere: 4

Food: 4

Service: 4

First time trying Firehouse. I splurged for chips and a custom sandwich. Really disappointing to get home and see nothing in the bag was right. No chips, no extra. I went all out for a plain cold turkey sandwich. As far as the food goes.. I’m not sure if it’s much of a compliment to say “Eh, it’s better than subway”

Atmosphere: 1

Food: 2

Service: 1

I really loved Firehouse until they made their bread smaller. The medium is now almost the size of the old small. The cost isn't worth it, $12 for a 6 inch sandwich.

Atmosphere: 4

Food: 5

Service: 4

Love it support your firemen!

Atmosphere: 5

Food: 5

Service: 5

Very friendly and very good food

Atmosphere: 4

Food: 5

Service: 5

It’s a good thing you get to hear a healthy amount of drama from the workers every time you go in because you definitely won’t be getting all of your items. We tried this location when we first moved here and only one item was missing so we decided to give it another go and yet again 2/4 items are missing. Crazy to be missing items when it’s as dead as it is.

Atmosphere: 2

Food: 3

Service: 1

Excellent! Great employees! A must stop!

Atmosphere: 5

Food: 5

Service: 5

Such an amazing sub shop. I used to always choose Subway and now after having firehouse subs, I see what a joke subway is compared to Firehouse Subs. My only regret is that it took me so long to try firehouse subs.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Italian Sandwich, Tuna Salad Sandwich

Great food and drinks and fast service.

Atmosphere: 5

Food: 5

Service: 5