Firehouse Subs Cedar Hills — Restaurant in Beaverton

Usual this location is good, however today they failed miserably and everything went wrong. Despite only being the 3rd customer in line, it took 15+ minutes to complete my order, 1 small Veggie, 1 med Veggie and a side of Mac-n-Cheese. I watched as the couple in front of me received their food, ate and left before walking up and asking about my order. An individual who seemed to be the manager replied "we're sorry, we messed up the small sandwich and had to redo it. Can I offer you a cookie?". On the face of it this may seem perfectly fine, however it is in reality a dismissive gesture. If/when a business or individual makes a mistake and/or falls short of their own standards, an apologetic gesture should not be conditional. Asking customer if they can offer a cookie is equivalent to asking if "I have to do anything to remedy my failing". If you believe a consolation is warranted, then JUST DO IT!. "We're sorry, we messed up the small sandwich and had to redo it. I've placed a free cookie in you bag to make up for it". This is just a learning experience and I would otherwise just let it go, however after returning home with my takeout order, we found the veggies to be undercooked and bordering on raw. In short... they were hugely disappointing.

08/08/2024 - This is my second review of this location, store #1062. I really like the Firehouse Veggie sub and I'm please to say that the sandwich was well made, HOWEVER, since it took 21 minutes to make I would hope so. I sat as the only customer in the store awaiting my order for just over 21 minutes. For the first 10 minutes it was a flurry of Door Dash and carry out orders, so I understand there got busy for a moment. The last 11 minutes, it was just me. At one point Eric, the store manager, called a manager in training over to observe my veggie sandwiches being made. They discussed it for a few minutes and then walked away... it took another 5 minutes to complete the sandwich from there. I simply don't understand the lack of awareness in this location. They are certainly focused on completing tasks... just not the customers. How do you not see the only customer in your store sitting there while you chit chat, laugh, go one breaks. Eric needs to figure this out and manage his team better.

As for the owners first response. I did as requested, provided additional details and went through the support website and got zero response. Maybe this time they'll actually do...

I stopped in for dinner at 4:45ish on Monday 9/16. I used the auto ordering stations for the first time. Not bad but... we do not like Swiss or Provolone cheese, we ordered sweet and spicy meatball and small Italian. You cannot sun a cheese on the auto board, unless you can, we couldn't get assistance as they were making sandwiches and that's understandable. I went ahead and paid 95cents for one and 65cents for the other to sub for already paid for cheese. I order my husband's meatball with bell peps, sautéed and raw, onion, peperoncini, jalapeños and marinara, for the side. I knew there was an issue when everyone else, all arrived after me with more food in their orders and they used stations after I did. I could tell there was a mistake and rather than telling me, which I'm cool, I tip and I get it, they decided to remake on the fly. While I waited I selected multiple(easily 15) different drinks on soda machine and they were all.either almost out of syrup, not available or shooting brown syrup in light pineapple, lemon and lime type drinks. Settled on Sweet tea, which I have at.home. I raced home to give the hubs his dindin, he ate quickly as this was his first meal of the day. He was working the entire day. He looked at me strangely halfway through and asked me where all the goodies were? Turns out the remake was meatballs and cheese only, no goodies and no marinara sauce to dip. This is the height of dinner hour and even if I had checked, the veggies would be covered by melted cheese and sauce. He was not happy. I'm not a big grinder/subs and would normally never stop at Firehouse. NY hubby likes to go whenever he can since it's a rarity for me. I would appreciate someone reaching out and speaking with my hubby so he can get the sandwhich he wanted, on a day when it's just him. Thank...

Got the app and signed up for the rewards program because their website promised 50% off my first online order. Followed the instructions, got the promo email, clicked the link, it just takes me to a dead page on the app.

Went to the store and showed the gal at the counter what was going wrong. Gave her my phone, let her screw around with the app and email trying to get it to work, obviously didn't work. All I got was "use the contact us feature in the app to submit your complaint" which was just a series of convoluted AI BS menus, none of which allowed me to address the issue. And there's seriously no manager in the store who can honor a discount I had proof I was entitled to???? SERIOUSLY????

To be clear, the person who helped me was perfectly nice, but if corporate is so incompetent that they can't even get a coupon code to work in an app.... Maybe "message corporate" isn't a great way to try to solve issues.

Won't eat at any firehouse subs again, which is probably for the best because holy cow it's expensive. Some subs push $20.

Edit: I just want to make sure it's very clear the woman who tried to help me was kind and made a genuine effort to help. I do not fault her at all. As is usually the case, it is management and corporate to blame, and I'm putting this here since I'm sure they'll try to twist the situation and put blame on the employee. The employees who actually do the...