Firehouse Subs Brook Highland — Restaurant in Birmingham

My husband and I stopped at Firehouse a few weeks ago while we were out shopping. When we walked in, we were not greeted or told where to go to start our order. When we found our way to the cashier, she seemed genuinely annoyed that we were there and was very rude. She did not want to answer our questions, and seemed in a hurry to get our order typed in. This was my second time at Firehouse, so I didn’t know what to order or how the process worked, but I didn’t feel comfortable asking because of how rude she was. No one on staff looked very happy to be there. Afterwards, I asked to speak to a manager about the cashier. The manager was on the line making sandwiches. Instead of stepping aside with me to hear my concerns, he looked at me briefly, then looked down and said “Go ahead.” The cashier was standing right next to him, and there were 3 or 4 other employees right behind the counter, plus a few other customers near the counter as well. I didn’t feel comfortable shouting my complaint over the counter and the loud music, so I said, “I don’t want to yell it, so never mind.” The manager looked unconcerned, puzzled even, and shrugged his shoulders and said, “Okay.” I was appalled at the service me and my husband received that day. My husband has been to this location before, and reported a similar experience. The food was pretty good, but I am discouraged from returning back to that store simply because of the staff...

I feel bad for the staff. You should allow them to limit the amount of online orders they are getting. I came in by myself with my two year-old and ordered one sandwich and it took about 30 minutes. There were about 10 to 15 other people in front of me, waiting for their food as well. It was not the staff‘s fault, They were working consistently and trying to do it with a smile. Everyone was very courteous and kind. They were just entirely overwhelmed. The food is really good, I never have complaints about the staff when I’m there. They’re always really friendly. But if I was working here, I wouldn’t be working here for long. Especially if every single time I came to work I was so overwhelmed, and the owners or management weren’t doing something to change that. I understand being short staffed, but if you can’t have the staff, then they don’t need to be overloaded with orders. What’s the point in having so many orders if you’re just upsetting your customers. I worked as a restaurant manager for eight years at a high-end restaurant, we did what we could to support our staff, and when we couldn’t help them hands on, we limited the orders or the tables they were getting. Just my opinion. The young lady who was there today was amazing, She was so patient and friendly with everyone, even though she could tell that all the guests were tired of waiting. She apologized profusely and never...

I am a loyal customer of the consistently clean and well-run Firehouse Subs in Nashville. Given my positive experiences there, I expected the same quality when I visited the Birmingham location during a recent trip. Unfortunately, I was thoroughly disappointed.

Upon entering, I noticed a disorganized space and flies buzzed overhead. I ordered three of my go-to sandwiches but all arrived with incorrect toppings and one was barely toasted. It was as if no care was taken in their preparation. Making matters worse, the staff was rude and short with me, despite me being polite the entire way through.

The discrepancies between this franchise and my local Nashville restaurant are unbelievable considering it is the same brand. The Nashville Firehouse has never served me subpar sandwiches or a dining experience like this, with rude staff on top of it. As a faithful customer, I know they can do better. I hope the management, cleanliness, and staff courtesy issues here get resolved quickly. Until then, I’ll be enjoying the location I know back in Nashville, where flies, poorly made sandwiches, and rude employees are...