Firehouse Subs Winrock Town Center — Restaurant in Albuquerque

Update

My response to the owner:

Regardless, my experience was negative enough for me to make the effort to write this review. I appreciate that you are going to share my feedback with management, enabling them to use it as a valuable coaching opportunity. In order to ensure, that everything has been resolved to my satisfaction, a refund would have sufficed.

4 months ago -

They got my order wrong three times! Yes you read that right…3X

My wife picked up an Italian sub from this location after work. When she got home, I noticed half of my sub was missing. I called the store immediately and asked for a manager, the person on the phone said he was the manager. Asked for his name several times and still don’t know his name because he kept mumbling his name. I don’t know if he has a speech impediment or was the mumbling done on purpose so I would not know his name.

Explained to the manager that I was missing half of my sub. He told me to drive back to the store and they will remake it. I live 20 minutes away and for him to say all they can do is remake the sub is such an inconvenience. How about offering an additional sub for the inconvenience or remake my sub and give me a refund.

When I finally got there, was greeted by a person wearing pajamas and Crocs. Thought this person was a customer, he saw me walk in with my sub, and said he was the manager. Wait? What?? Why??? You mean to tell me the manager does not know how to wear a uniform and dressed like he just got out of bed. No wonder these employees in the store have a “I don’t care!” attitude towards the customers.

My initial order for the Italian sub was for it not to be toasted. This is a breakdown on how they messed up my order three times:

Missing half the Italian sub and still made it toasted. Made it with white bread (asked for wheat) and still made it toasted. Right bread this time, but still made it toasted with even less proteins from the previous sub. Finally made the sub right, however, they were chintzy with the proteins and I did not want to stay there all night for them to make one sub.

To the owner and general manager, please be more hands on at your restaurant. If you want to stay in business, then you have to be more physically...

Ordered online went to the restaurant they said they don't have my ticket. I showed them the receipt firehouse sent to my email ... They said you sure it's for this location, I had to show them wherw on the receipt it had their address, it was for their location.... They said they can't make my sandwich cause they don't have a ticket..... I said I don't know why you don't have a ticket but look here's my receipt on my phone that firecrapsubs sent me. I even showed the manager my bank account where the money came out for the order, showing it was for the same amount as my receipt..... They said they can't make sandwiches without a ticket.... I said I don't know why you don't have a ticket but I paid for sandwiches and I'm showing you my receipt, you took my money out of my account maybe you can make the sandwiches.... They refused and said I needed to call the people on the app. I said thanks for advising me to try and call an app but I was just trying to get food for my family and not become IT support for firecrapsubs... This is the worst experience at a restaurant I've had in a long time... My advice just go to the other firecraphouse subs, this one is terrible.... Better yet don't eat at any of them because this experience makes me wonder why we give money to giant corporations that don't care about their customers and hire rude staff... Go to a family owned restaurant where they care...

TLDR; Plastic in food, Bad customer service, Soggy food

December 19th, 2022, I ordered firehouse subs as a treat for myself while at work. The order arrived quickly and I soon discovered that my order was slightly wrong, I received large globs of mustard on my sandwich; no big deal right? I got about halfway through my turkey sandwich when I found round, hard, bits of plastic in my food. I also began to notice a sour taste in the meat. While mistakes are frequent with DoorDash orders, the foul taste of the food and the plastic were the store's fault. I called the location and was told by the manager that I was "In the books" for a free Large Turkey Sub.

Fast forward to today. I requested my free sandwich and was interrupted several times while telling them the date of the order. I was aggressively told that they do not do refunds for DoorDash orders. They even threw the other manager under the bus with "Well they must not have known what they were doing." They repeatedly apologized in an aggressive and loud tone in a way that made me very uncomfortable. I was told I wasn't in the messy and unorganized "book." Despite the bad customer service, I ordered food to go. The sandwiches we received were not properly drained; soggy, messy, and disgusting. By far the worst Firehouse Sub and experience I have ever had. Please take your...