Firehouse Subs Tunnel Rd — Restaurant in Asheville

I've never left a review before regarding a service that I watched another customer receive, but I feel an absolute need to do this. While I was waiting on my order, I saw a lady come in because her order was incorrect. The second that she walked in the door an employee named Tom yelled out to her something about her order not being right before she even got a chance to speak. The lady was super polite, and from what I heard Tom saying apparently the same thing it happened last week. He accused the lady I'm not ordering it correctly but after looking at her receipt, it turns out he did make the order wrong. He told another employee just to put some lettuce and onion on the sub that she had drove back to the store with. Politely again, the lady said that she would prefer a new sub, because she had already taken it home and then back to the store so it was cold. Tom then slings her whole box over into a trashcan and yells at another employee to make her a fresh sub. I can't remember the whole conversation but I did over hear Tom telling her that she's not God and never come back to the store. I can't for the life of me figure out what this lady did wrong other than eating here two weeks in a row and being polite. It wasn't until she asked what his name was in to speak to a manager that is complete attitude changed, but only briefly. When she asked for her receipt back, Tom accused all the other employees in the store of losing the receipt until he realized that it was in the trash where he slung her incorrect sub. Never in my life have I heard someone spoken to so poorly when they were doing nothing but requesting the food they ordered to begin with and even being polite about it after they had gotten an incorrect order two weeks in a row. I really hope this lady takes the time out of her day to file a complaint or leave a review like I am. I completely understand that most employers are struggling to find help, but I cannot understand how someone like this is allowed...

If I could give zero stars I would, I’m currently waiting for a call back from the owner 12 hours after chipping my tooth just to be told she needs to check around because she can’t just believe me. Was told there is always a manager but when I called and asked for one I was told to call back Friday.WITH A CHIPPED FRONT TOOTH. Edited to add that my front tooth is still chipped and this restaurant doesn’t properly store its meat in any containers apparently it’s kept in plastic baggies in the fridge. This owner is everything that’s wrong with Asheville. I’m disgusted with her and the entire company at this point. A horrible human being. Edited to also add that this has been an issue with insurance as well that I’m trying to scam someone because my last name has changed due to a divorce. She’s a crooked human stay far far away. The one up the street is clean with amazing management and staff! I’m going to edit this review everyday no one reaches back out to me. I would also like to add after the horrifying experience of finding a foreign object in my food the owner has yet to even apologize and refunded me the amount of only the sandwich before tax $9 on a $25 meal. Edit to add a year later I still have a chipped front tooth. Stay as far away from this place as you can. The staff at the Patton location are amazing and worked to resolve this for me through the company before the owner of this store ever contacted me. I call as soon as the incident happened and was told it would be a 3 day wait for a manager, I contacted the Patton location and even though they had no obligation because they were not involved they even remade my food for me and had me in contact with a area supervisor...

This is the first time I have ever felt compelled to write a restaurant review. I placed an order online. I went to pick it up almost 10 minutes after they said it would be ready. The store was completely empty except for two customers when I arrived. The employees were in the back goofing off. They hadn't even started on my sub. So online ordering is completely pointless at this location. It takes just as long to place your order at the store. I also immediately placed a complaint online. They didn't respond or make it right. Probably the worst customer service I've ever experienced in my life. This store seems to be run by a bunch of teenagers that don't want to do any work, so I think everyone would be happier if customers just stopped visiting them.

EDIT (6/18/18): Someone named Glenda reached out to me via email after I posted this review. It’s the first time after messaging Firehouse 3 separate times that anyone contacted me. I told her I thought I was entitled to a refund to make this situation right. It’s been 3 days without a response. So please disregard the response from the owner below. This isn’t an isolated incident with a few employees. Everyone from the top to the bottom at this company treats customers like they’re invisible...