Firehouse Subs Northridge Center — Restaurant in Arvada

When I arrived to pick up my order during what seemed a slow period, I was not greeted by anyone. This is generally alright, but it was soon clear that this was an indicator of a larger problem. After standing in line to notify staff of my arrival for my order, a person whom I've never seen before at this location who claimed to be the regional manager, named "Levi" responded to my letting him know that I was there to "pick up an order for Adam" with a "huh? For who?" as he paced behind the counter before telling me my order was waiting for me at the other end.

Because Levi was walking around, and again with only a single customer having just been in line and a full staff of people handling to-go orders, I was sure to inform him that I had ordered a combination. He didn't respond other than that my order was ready, and shortly after walking midway down the line he then corrected himself that it actually was not ready. So with chips in hand, and doing as I've done on many occasions having been a customer here, I overtly pulled a cup from the top of the stack while indicating to the attendant, Levi, that I was doing so, again with the reminder that I had ordered the combination.

When I did this, the gentleman said to me that the "cups are at the end of the counter" and not to take cups from "behind the counter" which are the only ones I've ever seen and have been given every single time I've visited. He made a point of admonishing me for doing so, treating me as if I was a delivery person there for someone else and knew about some unspoken protocol of food pickup orders for delivery drivers. Feeling on the defense from this rude assumption and unexpected public chiding, I informed Mr Levi that I was there to pick up my own food and was not, in fact, a delivery driver who was aware of such things.

When I said this, he looked squarely at me, listening, before turning to a co worker and asking the other gentleman, "what did he say?" I repeated myself, calmly and with consideration, that I was there to pick up my lunch. He then continued with this public showcase of talking down to me as though I had done some offensive act, acting as though I had cursed somebody or started tipping over tables.

He told me that I had taken a cup that didn't belong to me and that "next time he sees me he'll call the police" on me. I informed Mr Levi that the cup was picked up as an agreed and paid for part of my order, and something I had done many times in situations where the attendant would indicate that I had a choice in size and would either hand me the cup or acknowledge my picking up of the cup if they were busy, such as Levi had appeared to be while supposedly serving me at the counter.

What ensued was a verbal altercation where I suddenly found myself defending my patronage of the store, being threatened that police would be called, and told that I was not welcome, according to Levi's judgement, and that my stating that his allegations were out of line and were an unacceptable way to speak to customers.

He proceeded to tell me that my order would be cancelled and I was not welcome as a guest in "his" restaurant. I asked for his name, he said it was "Levi". I told him I will be contacting the owner to inform them about this interaction, to which he replied that "we're not corporate so it doesn't matter anyways." I asked, "does the owner really not care about their customers the same way as you do?" He told me "yeah, they're just like me. I manage 17 locations. I'll be fine."

To this I replied that his customer service was "wretched" and appalling. This was all taking place with 5 or 6 customers eating in the store and waiting to pick up orders. The harassment from Levi continued. I stood at the counter quietly waiting for my meal, which Levi hastily completed himself before telling me to "have a nice day." But not before loudly proclaiming that I was a "dirty" individual and making a point to try to publicly insult me that picking up my cup from on top of the stack made me "unsanitary" and...

DO NOT GO TO THIS LOCATION EVER!!!

This used to be 5 stars. Maybe other locations still are. This particular location will follow suit with the previous sandwich shop that was in the same location - OUT OF BUSINESS!

It doesn't matter if I order online or in the store, the length of time to get your food is too long and the order is rarely correct. Tonight was particularly bad. My first bite into my "hook & ladder" was the same as putting a straw in the mayonnaise jar. There was only meat and mayonnaise. The bread was so soggy I was unable to wipe it off. My husband got a "club on a sub" (which is a hook & ladder without bacon if you want to save some change) but it came with no bacon and had tomatoes & onions even though the receipt (and the manager that read it back to me when I called) said it correctly. Only my kids sandwich was correct. One out of 3! One! 33%. Two sandwiches went in the trash. I'm really mad.

Tonight we debated driving out to Dion's pizza which would have put my husband home at 7pm (far!) Or Firehouse (2 min from home). We chose convenience. However, the timeline ended up being the same. YOU CAN NOT GET A QUICK SUB HERE! This is typical. A few weeks ago I ordered online and the sub was ready 10min AFTER the time they gave me online.

I made the mistake of getting a coke here and it doesn't taste like Coke. It could be the machine or that it's never cleaned? Don't waste your time on the drinks. McyDs is across the street and actually stocks straws & lids.

I called tonight and asked to speak to a manager. I wanted my points back. Amethyst, "the manager" read back my order exactly as it was supposed to be. She could not answer a single question that I asked and did not know how to correct the situation.

I'm now cooking a meal while trying to make bedtime on a school night...

I hadn't been to a Firehouse Subs in ages and was craving a sub sandwich. I walked in and was not greeted and stood at the register for five minutes before being acknowledged. It felt like only one employee could use the cash register and it appeared only the other employee up front could make the subs. I ordered and mentioned I wanted to dine-in but had my sandwich put in a to-go bag instead. I asked why it was in a bag when other dine-in customers had nice trays. The employee that took my order laughed and said "Oops sorry guess you'll take it to-go." I saw the sign for the hot sauce and was eager to try it, so I asked for the Captain Sorenson sauce and that flavor is the reason my review is 3 stars rather than 2. The sub, although tasted great, felt like it was in a bag too small for it and I carried it out because I didn't feel welcomed to dine-in. I walked about 2 blocks back home and the bag nearly broke as the sub, turned on its side, dripped juices and moistened the bottom of the bag. I used to have fond memories of dining at Firehouse Subs with its cool atmosphere and hot sauce bar, but the hot sauce bar was non existent. However, I understand the decision to replace it with packets. Ultimately, the food was what I expected from the chain, but the service felt uniquely unprofessional and careless. I am not sure who was in charge, but it felt like the employees were on auto-pilot and not aware of customers, the sub maker solely had her attention towards online orders. I hope this review finds the right eyes because I would love to return there for the flavors, but felt I couldn't enjoy the atmosphere after being rudely laughed at. Choosing to dine-in is such a simple aspect of ordering at a sub shop made confusing here. Maybe this location is best to order...