Firehouse Subs Fitzsimons — Restaurant in Aurora

I ordered from this location at about 12:00pm on 12/08/22 and it was a rollercoaster of emotions. By the time I got there with a couple of co-workers there was already 8 people waiting for their food and one guy told me he had been waiting over an hour for 3 sandwiches. The store canceled online orders and wouldn’t take phone orders so we had to order in-person. Honestly, it was a messy situation and most guests were very unhappy and several walked out after requesting refunds. My co-workers and I stuck it out and watched as every member of the team left the front and went to the back for about 10 minutes. At this point, not a single sandwich was made in over 20 minutes and there was close to 20 people waiting for their food. When they came back to the front though, it was a completely different mentality from the team. Whoever was on cash register and set-up was incredible. I don’t know her name, but she began commanding that ship and really got everyone moving and communicating. They started knocking out orders quick and when I received my order, every sandwich was correctly made and it was delicious. I understand mistakes happen and sometimes everything falls apart, but the team today really stepped it up and made a huge comeback with the help of whoever was on...

Ordered at the counter and had to wait a very very long time (it has been 30 minutes as I’m writing this review and I’m still waiting) for two basic sandwiches, two other people who had ordered online came in and were helped before anyone who had ordered at the counter. Terrible service.

Edit: was sitting there for another 10 minutes and after every single other customer was helped (there were at least 13-15 other customers who had arrived after us and all got their food and left before us). Finally the two women working asked us what our order was and we told them and they said “oh sorry, there was a mixup” and then proceeded to make us quite possibly the worst sandwich I’ve ever had. Wish I could get back the $28 for two sandwiches, the $5 tip I left, and the almost hour I wasted sitting there for horrible food. Save your money and time DO NOT go...

I really hate leaving reviews unless they are either really positive or really negative. However, this irritated me so much that I just had to find a way to communicate it to management. I called three times, no answer. Whatever, they must be busy no big deal. I show up, not one customer and the kid behind the counter is just standing around while the phone is ringing off the hook. I called while I was in there, and they are just standing there, ignoring the phone. I work in service and it just irritated the hell out of me. Why bother even having one. Also the food took so much long than it ever has at this location. I do want to say, the girl who was there was the only one working. The boy was literally just standing around with his hands in his pockets. I felt bad for her to have a...