Firehouse Subs Athens Tech — Restaurant in Athens-Clarke County Unified Government

I placed an online order today, September 1st, at 3:38 pm for pick up at 5:20 pm. Due to traffic I got to the store at 5:38pm. I walked up to the take out/ online order shelves nothing on there. Nobody acknowledged me so I walked over to the pick up window and asked where my online order was. Young girl came out and said right here and nothing was there. I told her my name and she went and asked saying it was being worked on now. I said how long and she went to the back and another woman came out and asked was there a problem I said yes I made an online order and it is not ready. She raised her voice at me and said we have been busy and my order was behind 3 tickets. I said I placed an online order and I should not be waiting. She said that is all they can do they have been busy. I told her I wanted a refund she rolled her eyes at me and walked away. A 3rd woman comes out and asked if I was the online order that wanted a refund. I said yes then I had to ask for a receipt. They do not understand how online ordering works. The purpose of online ordering is to not to have to stand in the store waiting for food. Another woman beside me was an online order also and she asked should she get in line to place her order and get a refund so she could get her food cause people walking in the door was getting their food before the online orders. Managers and staff need to be retrained on how to run the tickets. Online orders should be filled before walk ins! This store just opened and this is not a good start! I had to hit 1 star to get to this point so the 1 star is for the store being new. Not one employee greeted people coming...

It had been ten years since I had been to Firehouse subs. The bread is always too hard for my liking. My children requested it and enjoyed their meals. My sub was delicious although I did not eat all of the bread. I would have given five stars despite my preference in bread BUT I did not receive all of my food after asking an employee about it before leaving. I paid extra to upgrade my son’s rice crispy treat to a bag of plain chips. He will not eat the rice crispy treat, but would devour the chips. This was important because this was counting as dinner and he needed to be full after his meal. My son is on the spectrum and my hands were full with the food and our drinks and my son being over excited. The young lady assured me that the chips were in the bag after explaining that I did pay the EXTRA upgrade fee for them. The chips were NOT in the bag when we got home and I had to supplement his sub with a portion of my own food… Had I not asked, I would not be posting. But, I asked. Was assured. And was disappointed. I did not get what I paid for much less what I paid EXTRA for. I will keep Firehouse at the bottom of the food selection list, but only because my children really liked their food, or else I would not add it back after this first experience after a ten...

I bought a hook and ladder sandwich over a month ago and while I was eating it I bit into a piece of wood in the sandwich. I know sounds crazy but it was a piece of wood. I saved it and took a picture and contacted customer service a month ago and have got the run around and I also contacted the store itself that the sandwich came from and I have yet to hear back from anyone about the issue. Firehouse subs has to be the worst customer service I have ever received anywhere knowing that a customer found a foreign object in their food and failing to contact them is totally...