Firehouse Subs Northwoods Crossing — Restaurant in Baxter

Wow!! Where do I begin? We ordered online...we went to pick up our order and it was not ready. We were told they only have two people working so we’d just have to wait. Yep..wait we did...another 20 minutes! We asked politely if someone could bring our order out to us. We were extremely concerned because, although posted, several people were not wearing masks, including one employee. Again, we we told, we only have two employees so we cannot honor that request. When we got home, come to find out, our order was missing an item. Mistakes happen, but we were not in a very forgiving mood since we had waited so long for our order in an environment that we felt compromised in.. So....we made a call to the owner....simply to explain our situation and request a refund. This is where I felt my blood pressure rise...A simple call...a simple request! Customer service, in my opinion, was not her calling! She said we needed to go back into the store for a refund..she could not do it online. Not only did five people and an employee NOT have a mask on the first time, but a teenage boy, without a mask, was blocking the doorway, while waiting for his order, on our return! The owner stated she was not the mask police and if we have a compromised immune system, we needed to stay home. (Interesting perspective for an employer given a State Mandate.) So, needless to say, our experience was not one I would recommend. Things happen, orders are late and even incorrect sometimes. BUT, the owners negative response was rude and uncalled for..I might add, she even HUNG UP ON ME! Customer service goes a long way...the words “what can I do to make this situation better” was all we needed. We live in a small town and both positive and negative reviews travel quickly. I am hoping that this message along with her regional representative and all the other reviews hit home soon...so that Firehouse Subs has a chance to be a “go to” restaurant...

I had to edit my review, I have been sick for the past 3 weeks and have been eating fairly bland foods and Firehouse initially impressed us so much. We ended up eating here 6 times in the past few weeks and only twice out of all my order is as correct. My subs have been missing cheese, the extra produce added on, the upgraded items you have to pay for which was mushrooms a few times(When they did put the $1 mushrooms on, it was 4 pieces of cut mushrooms), plus condiments, utensils and the pickle that is always included. My bf ran into get the missing mayo/mustard/pepper/napkins,etc and the girl working there gave him attitude and told him she put it in the container, she put one mustard packet, nothing else. Strange to be so defensive. They ended up giving me a free sub and that sub ended up being the one messed up the worst, it feels like it is on purpose. Y'all lost customers who loved your subs pretty quickly by completely ripping us off and seemingly punishing people for...

The app sent my order to the Baxter, MN location which was 3 hours away from me. Called the store immediately, they told me to cancel in the app and call customer service for a refund. I did that, heard back from customer service a week later who then told me only the store can refund me. Called the store back they told me that was a lie and only customer service can refund me. Called customer service back they said they could not refund me and would reach out to the stores owner directly. It’s been almost 2 months and I have not heard back from the store or customer service about an order I got charged for but never received. Very disappointed as I love the food. Have never dealt with worse customer...