Firehouse Subs W. Arbrook — Restaurant in Arlington

As a service industry worker, I felt complete humiliation when my grandmother insisted on getting a sub at 8:45 on 11/11/23. Regardless, we went anyway and called to place a to go order at 8:54, while driving down the street from Firehouse. A man answered, and when he found out we were placing an order he immediately put us on hold for 3 minutes until we hung up because we arrived. When we arrive a man with dreads signals “no” repeatedly. As my grandmother is trying to walk in, an older man with peppered black and grey hair under a hat comes swiftly to lock the door, although it’s not yet 9. My grandmother says “wait for me, I’m right here” to which he replies “we’re closed”. I told him I understood, because I knew coming this late was a risk, but that we had called trying to place a to go order. He made up an excuse that he was doing other to go orders, and that the people he was doing the orders for had just left (why do I need to know that?) so he couldn’t take our order. Sounds like a lame excuse for wanting to leave early. There were three people working and you can’t take a to go order? If you close at 9, then close at 9. If you’re working a job where you can’t stay until closing time, then quit. Looking at previous reviews it seems management needs to reevaluate it’s team, and hire some customer friendly workers. The McAlister’s after tasted better anyway, and it was nice to be greeted as a respected customer. I really hope this place gets it together and doesn’t become the...

When I walked in to place and pick up order. The staff were rude I guess since they were yelling and cussing at each other. I placed my order to get my T mobile perk. Everytime I asked a question the girl got annoyed cut me off. Finally after waiting 40 minutes for a sandwhich, it was wrong. The 2 girls continued to go back and forth saying how they would fight each other. I leave and check my order and it is wrong. I ordered 4 sandwiches. THEREFORE I go make in and ask then to remake it right. The girls said I'll take off what is wrong. We don't have to remake it. I said well I don't want them just give me a refund. She than said well I have to ask a manager. She goes back talking for 10 to 15 minutes about how they are fighting. She never asked about my refund. She comes back and said the manager said I cannot get a refund or have the sandwhich remade. She gives them back to me. I asked for the managers name. She said Diana. I asked her name she gave me something. She was a black girl with an accent. So always said we making orders wrong because we are made sorry. This was a horrible experience. I see why the parking...

Usually we love going to Firehouse because of the great food and excellent service. It was supposed to be a nice treat for our family. Today we were in a bit of a hurry so we ordered to go. There were only a few people in the store, so it wasn't really busy. After 15 minutes, I calmly said " I'm sorry, I don't mean to be rude, but we are really in a hurry and need to get our sandwiches." The two sandwich makers looked around like they weren't sure what to do. The cashier was irritated and said "I'm sorry, ma'am, there's only two of them so there's not really anything we can do." I was taken aback. There was no sense of urgency or any positive attempts to make it right. One nice girl making the sandwiches said they were almost done. After another 7 to 10 minutes, we finally got our food. It was really disappointing because usually when we go to Firehouse (most recently the new one in Grand Prairie) the workers are so nice and are trying very hard to take care of their customers. Whether it was a breakdown in training or just burnt-out workers from understaffing, this Firehouse just did not live up to our...