Firehouse Subs Winona — Restaurant in Hamilton

I'd very much like to speak with the owner of this location, but even after multiple requests they've refused to address any of my concerns.Visited location in July and received another customers order. Unfortunately it was found out until we had drove home. Called the restaurant,spoke with the general manager who apologized and offered a credit for the inconvenience. Our contact information ie: name, phone number were taken.Placed an order over the phone on October 4th 2020 placed our order over the phone with the general manager i had spoken to back in July. I inform her that my contact information was documented and I had a credit available she then confirmed my credit and information. I had to recite my personal information to her and she reassured me that everything was taken care of and would be ready in 35-40 minutes. I drove to the restaurant to pick up my order and was told that I wasn't to receive any compensation that was confirmed earlier via telephone. The cashier was the exact general I had now spoken to twice. I politely asked why she would take my personal information,offer her apologies for the initial mix and then not bother to honor it? I've been a customer of firehouse subs for quite some time. I'll have to say that after the way I was treated by the general manager at this location, which was absolutely terrible that I unfortunately would never go to or recommend anyone to ever visit this location. It's unfortunate to see such a well respected brand get tarnished by such a tremendous act of dishonesty. Sorry Firehouse subs, sandwiches are great. Customer service at this location is absolutely and utterly the worst you'll find. I'd love to speak with the franchise owner if they would ever...

Food tasted great but I had a less than great Customer experience which is why I can only give them 3 stars currently. I ordered 2 large subs and 1 kids meal. One of the large subs was a Club with no onion. When they handed me my order, they confirmed it by saying that the one sub was an Italian, not a Club. When I asked them if they meant to say Club instead of Italian, they said no, that I had ordered the Italian. For a split second I questioned myself and looked at the menu to see if maybe I said the wrong thing, but I wouldn't like the Italian at all so it wouldn't have even been a consideration for me. No big deal though, mistakes happen. They take the Italian sub back and make me the Club. What irked me though is while I was waiting for my sub to be re-made, they had the cashier come over to refund me for the Italian, and recharge me for the Club. A difference of $1.58. I found that to be so petty and ridiculous to make a customer pay the difference for your mistake. It's not that I was trying to get a whopping $1.58 off. But as a food franchise owner myself, I would never ever ever inconvenience a customer like that let alone waste my staffs time to refund and recharge someone for a mistake my store made and for such a small amount. The cherry on top was when all was said and done and we got on the road to go home, I realized they didn't give me a drink with the kids meal. So overall, they just dropped the ball. Food did taste good, Firehouse is one of my fav quick stops to eat at. But a little better customer service would benefit this location. Thanks for coming to...

I placed an order via Skip the Dishes this afternoon and I requested gluten free. I have done this many times before without an issue. They unfortunately don’t have the option on the app so I wrote it in the notes. I got a call from a women at Firehouse saying she can’t make my sub and that she will only make it with regular bread. I stated I couldn’t have that due to an allergy. She proceeded to be very rude and say “I need more money which you are refusing to do”. I stated if it costs more then absolutely charge me and I was NOT refusing. I contacted Skip to let them know she needed more money and that I am okay with that. They charged me $2.50 more and said it should be okay now. I called the restaurant to update them in case they didn’t know and this women was SO RUDE. She stated she cancelled my order because I was refusing to pay even though I told her it had already been paid. Skip contacted her again and she proceeded to say “I’m not making this order anymore, I need more money… the amount paid isn’t enough (when I was charged what she stated to pay). Firehouse itself is good but this women working today was a nightmare. The fact that she cancelled my order due to flat out pettiness is ridiculous. I don’t care about the food (or lack there of) it’s simply the fact that this women has ZERO customer service skills. Also.. when someone has an allergy, don’t say you’ll make it anyways....