Firehouse Subs

Absolutely an awful experience. A few weeks ago I decided to order an online pickup order at firehouse. I placed an order for 3 sandwiches, one of them happened to be on a gluten free bun. Probably 2 minutes after placing the order I received a call saying they did not have any gluten free buns which was fine I can understand if they sold out so I requested a refund on the order which they replied it would be refunded... Never was refunded. I contacted firehouse stating a refund was not applied which I was then met with a women saying one would be met soon. It was never sent but I was greeted by a email saying gluten free buns were back in stock and I would be able to come pick up my order whenever I chose too. Normally this would not bug me but I blatantly asked multiple times for a refund not a new meal. Today my family decided lets try and just get the meal since they are not going to refund us the money. Transaction was simple, did not make a huge fuse about getting the food and over all respectful all we had to do was show them the receipt of the food we placed online. Upon getting the food however the food order was wrong for one of the sandwiches as the majority of the items were asked to be on the side but all we got was a piece of bread with meat on it (no veggies) and two out of the three sandwiches did not have a pickle in the box. On top of that only one napkin was in the box, which is not a huge deal but I feel like it shows the blatant disregard and lack of care their employees put into preparing food that is already a lot of money. As someone who works in fast food I understand how things can be forgotten or misplaced when putting together an order but when someone comes in after already having an issue at your place of work I would 100% make sure their food is correct and they got everything they possibly would need. I will definitely not be coming back to this location anytime soon.

We had a few challenges with our rental so we found ourselves eating out rather than fixing our food at home. We have a gluten allergy within the family so eating where someone else cooks/ prepares our food can be difficult. The team took our order and prepared it with great attention to detail. We felt like they not only cared, but understood food allergies. They also didn’t blink when my kiddos started to get a little hyper. The staff talked to the kids and asked them questions that helped the kids feel seen and accepted. We aren’t from the area, but if we were, we would visit again!