Firehouse Subs Mccalla — Restaurant in Bessemer

I have really wanted to like this place because I generally like the food, but they just cannot get it together. On a visit a while back, I ordered through the app and clearly specified no pickle. When I got home, I found that the pickle had been included anyway, and the juice was all over everything, which made it inedible to me. I contacted support and they offered to give me enough points to get a free sandwich, which I (mistakenly, it turns out) accepted. So yesterday, I used my points to order a ham sandwich with only lettuce and tomato.

First of all, I encountered the catch to being reimbursed with points, which is that you have to buy something else in order to get a free item with points. So, I had to purchase a drink in order to get the "free" sandwich that I had already paid for.

When I arrived, there were no other customers in the store as I picked up my order, with no employees even acknowledging my presence. After filling my drink, I decided that it would be wise to check the sandwich to make sure it was right. Upon opening the box, I found a completely plain ham sandwich. Nothing but meat and bread. I approached the counter and told them it was supposed to have lettuce and tomato. They told me that they could add some lettuce, but did not have any tomatoes.

So, they were not able to make what I ordered and were not going to bother to tell me, or ask if I even wanted it the way they made it. Then, all of the employees, including the manager on duty, just had an "oh well, I don't care" attitude. No apologies or anything, just take it or leave it.

I told them that I did not want the order, and was told that there was nothing that they could do about reimbursement since I made an order with points, and would have to contact support for resolution. Upon contacting support, I was told that there is nothing that they can do, and it is up to the store management to resolve.

So to summarize, I have now made two trips, paid for a sandwich and a drink, and have nothing to show for it.

The overall ineptitude is so bad that it is actually...

A kind woman refunded me. I appreciate you!

I too had a very bad experience at this location. I experienced rudeness from a worker, Marissa McGuire. She was literally speaking to like I was not a customer. Very argumentative and confrontational. I would not hire or allow someone like her to represent my company. When my food was prepared on 1/3/24, no one washed their hands. The young lady who grabbed my bread had just grabbed the trash from the bin, sat it to the side and put my order in without washing her hands. The young man who heated the meat and finished preparing the sandwich was pulling up his pants in the butt area and continued to fix my food and did not change his gloves. Something is very wrong with this operation. I didn’t eat it and reached out to corporate and I have not been reimbursed. This whole operation is unsanitary and the employees believe that they don’t have to respect the guests. This is an operational issue and it trickles down from the top. I agree with other reviews, I will not be eating here.

Anna,

I did submit a response through the Feedback option. Also, I called and I submitted a review for this location. I still have not received my reimbursement for the uneaten food items I purchased. If not for the unsanitary conditions; the food would have been eaten. It is difficult to convey quality issues to those responsible when they don’t take accountability for...

Disappointed in the Experience – Not What I Expect from Firehouse Subs

I’ve always enjoyed Firehouse Subs, but my recent visit to this particular location was disappointing enough to make me reconsider going back. When I walked in, the music was blasting at an uncomfortably loud volume—specifically loud rap music that made the atmosphere feel more like a party than a professional food establishment.

The staff’s demeanor only made it worse. The employees acted unprofessional and seemed more interested in their conversations than in taking care of customers. It took over two minutes for anyone to acknowledge me, and when they finally did take my order, there was no greeting, no smile, and not even a “have a good day” when I left.

The sub itself was good—as I’ve come to expect from Firehouse—but the service and environment were far below what a customer should experience. Whoever is responsible for hiring and managing this location should seriously reevaluate how it’s being run. I even tried to call corporate to share my concerns, but frustratingly, there’s no clear option to speak to a representative or leave feedback. That gives the impression that corporate doesn’t care what customers think either.

Overall, this was a bad experience, and while I still like the Firehouse brand, this location and the lack of corporate accountability left a very...