Firehouse Subs Mill Crossing — Restaurant in Chandler

We have been going to Firehouse Subs since it opened at this location. For two months we have had very pleasant experiences with them. The subs are very tasty. The last time we were there I ordered a veggie sub with a light amount of mayo. My girlfriend also ordered. We waited 25 minutes at 2:00 (off-peak hours) while they made two subs. We took the order home to eat. The sub came with more mayo than lettuce. I would assume that a veggie sub would have a decent amount of lettuce since there is no meat on it.

I called them on the phone and explained to them that there must have been a mistake and my sub had more mayo than lettuce. The girl on the phone said "what do you want me to do about it" I asked if they could make another sub. She said yes.

I returned to Firehouse Subs 5 minutes later and waited another 15 minutes while they made my sub again. There was another couple waiting next to me upon my second visit who claimed to have been waiting more than 30 minutes. The restaurant forgot their order and did nothing to remedy it. This was their first time in and they said it would be their last.

I received my order and returned home again to find the sub made the same way it was done previously. More mayo than lettuce. To my fault I should have checked it while I was there, but I assumed that they wouldn't make the same mistake twice. I called them again to explain the situation.

The same girl answered the phone with the same attitude. I then asked for a manager or owner. She put me on hold and a man who claimed to be the owner picked up the phone. He told me that he personally made the sub himself and that it was what I asked for. I found this to be interesting since a teenage boy made my sub. The man on the phone sounded much older than a teenager. Three people were working behind the counter making the subs and obviously none of them were over the age of 25. Maybe a teenage boy is the owner of the place, but I doubt it. He said he could make another sub. I declined. He offered me a refund, but I paid in cash and didn't have time to go back at this point. I explained that I just wanted him to know that the quality and service has really gone downhill. He didn't really seem to care which seemed odd for a man who claimed to own the place.

This is why I am writing this here. It appears that this location of Firehouse Subs isn't concerned with quality or customer service. They did a great job for a couple of months, but it only takes one bad experience to ruin a good thing. I will not...

I visited this firehouse a few days ago and was really disappointed my 1st time ever being out of firehouse sub my boyfriend is really excited to take me since he used to work there back in the day and love the sandwiches once we got there we weren't greeted when we came in we went to place our order and the guy who was taking our order look unprofessional dirty shirt just not no smile no enthusiasm almost made me feel unwelcome but willing to ignore because I was starving..I have to say that the store looked clean tables and such but not busy...regardless we ordered 2 sandwiches about 31 dollars no big deal I understand inflation as ..we got are sandwiches mine was ok the best part being the bread altthough the meat didn't really have any flavor...and was weirdly spread out it barely had roast beef but otherwise was ok..my boyfriends sandwich on the other barely had any meat on it and looked like the just threw all the topping in so he couldn't even pick it up he took one bite and said it was mostly veggies..so he asked for refund the elderly lady working offered to remake it..my boyfriend thanked her and apologized for the inconvenience she remade the sandwich with barely any cheese and even less meat and no mustard my boyfriend didn't even take a bite and asked for a refund...the owner apparently who was dressed like a slob..not professional or nice asked why he was refunding he explained the lack of customer service and his sandwich being made incorrectly twice. The manager then patronized him saying he was only returning the sandwich because it was missing mustard ...and told him not to come back because he was rude....no need to tell us that because we won't be returning we had already decide that after taking are order maybe get some people who can make a sandwich not to elderly folk handling all the orders while you just stand around doing nothing..you shouldn't run any type of customer service your clearly miserable...

Ordered pickup, two subs. Both were wrong. I called once home and was advised by the shift manager the online order was "confusing" and nothing would be done to make the situation right due to "online ordering."

The online ordering system is quite clear. Specifying to omit one ingredient on one sub and specifying to replace an ingredient with another hardly seems "confusing", but if there's any confusion, I suppose that's why a phone number is provided to reach me, or perhaps they could have cleared the confusion in person when the subs were picked up.

Will never order/visit again.

EDIT: In response to the reply from Tiffany below:

"...and if there is anything we can do...please let us know."

Yes, there is something you (Firehouse?) can do, but didn't I already ask that of Firehouse Subs as indicated in my original review? Didn't I already specify that the shift manager on duty declined my request?

So, rather than applying canned responses to negative reviews in an attempt to make it appear as though you care about addressing the matter, how about you address it?

Refunding my order for two subs I was unable to eat and threw in the trash after being denied any solution from the shift manager for your team's incompetence at no fault of my own would be a great start.

Offering some compensation for the wasted time and energy on the aforementioned experience is another available option at your disposal, and one I shouldn't have to suggest as if it's some wildly abstract creative solution the industry has not adopted as common practice in virtually every other restaurant chain.

Finally, perhaps you could also address the root of the problem, which includes your team's inability to follow simple instructions and when unable to do so, has chosen to defend their "sub-sandwich-making-honor" at the expense of keeping a repeat customer.

So, please let ME know if there is anything...