Firehouse Subs Northlake Mall — Restaurant in Charlotte

I came here on my lunch break today expecting it to be busy, even though this is my 2nd time here my 1st time it was busy so I knew what I was getting myself into so I won’t say anything about the wait, it was long but expected, I seen their menu online and wanted to try something different today. I ordered a Turkey jerk sub which was pretty good even though the bread was really soggy and soaked in juice. I really wanted to give the lady at the register a chance as I seen she was juggling multiple tasks which I know can be overwhelming and frustrating and with me being a supervisor in customer service I always extend grace to everyone in that position because I remember many days contemplating as much as I love my job is this even worth it sometimes because you have staffing issues, people that don’t wanna work, not having the products we need to run Efficiently and sooo much more. The lady in the front was taking on a lot of tasks with looks to be no help, maybe that is the transition there everyone stand in one spot with certain jobs to keep things flowing but if that is the case it just does not seem to be effective as she was trying to run the register, grab cookies and make sure they were doing orders correctly. I understand the frustration with juggling multiple work tasks but when I place an order and I am a customer who knows what I want and waited patiently with no attitude at all because like I said I knew what I was getting myself into, I need to be treated with that same respect the lady in the front was rude and caught an attitude when I broke my order down how I wanted it and she misunderstood what I had explained to her and rang it in wrong, once again I do understand she was handling many tasks and probably was just having a sensory overload as there was alot of us in there but even if I don’t like the food if the customer service is good I would consider the place again in the future, I’m really not comfortable letting people with attitudes like that touch my food because now I feel like they did my sandwich like that on purpose but since I waited so long I did not let her bad energy affect what I already came to do. She definitely should have more help so she can have more positive interactions with customers and take a few deep breaths because everyone is not going to tolerate an attitude like that. I will be returning back to jersey mikes where even when they’re busy I’m still treated with respect but the food here really does have potential the customer service needs to be better, there was another gentleman in there expressing this was his 1st time and you could just see there was no patience with him at all they just gave him his sandwich and ignored him, it takes 5 seconds to say “that’s great I hope you enjoy and come back and see us again”. I really wanted to like this place that’s why I gave it a 2nd try but in the industry you choose to work in you have to give the same respect you expect nothing about my attitude was rude and even when she got flustered with ME for ringing in my order in wrong I still chose not go back and forth with her because I could tell she needed a break I just said ok but she thought it was okay to snap at me. I wish her well and hope she gets the help...

My father and I came into the establishment around 9:20 we were advised that there were a lot of online orders and there would be a wait which was fine but they kept saying they were ready to go, while they procrastinated making my 3 subs for me. Meanwhile we waited but there were no subs being made for online orders. While pacing around to stall time because the cashier tried to convince us their would be a wait so that we would leave.One employee went from mopping the floor (cashier) and put on gloves to make subs.To eventually starting the subs while another female employee (lead/manager) cut cheese. The cashier(in school) that was mopping floor stopped helping and walked away but kept saying she was ready to go then passed us two small subs that were completely wrong (it appeared to be roast beef) . We ordered 2 medium subs (one turkey, one steak and cheese) and a small turkey. At this point we already waited 30 minutes and I requested a refund because they had only started on two subs and forgot the last sub the steak and cheese one again. Meanwhile sent another customer and her son away because they were tired from all the online orders from earlier. I would’ve preferred the employees told us that they were closed instead of talking and playing over our food. It was very uncomfortable and an unprofessional experience. I have worked in hospitality and understand being ready to go but this experience was completely unacceptable the shift need management or just not a group of young kids that don’t care about satisfaction that’s not their own.The young man in the back fulfilled his duties he was cleaning with head phones and couldn’t hear the ladies talking to him so the cashier screamed louder and louder for the manager because she thought he couldn’t hear the lead/manager on the shift. I completely understand if they were busy. They indicated that they had a lot of online orders I believe prior to me coming in for the buy one get one free online but when I came in they were breaking down the stations and mopping. I realized that after I ordered so they were extremely hesitant on working any more yesterday. Which is my apology but I never write reviews but that experience must be corrected because I was late for work and with no lunch there is no way I could’ve waited any longer. Just poor...

I was pretty squarely disappointed today. This is not the worst experience I have ever had in my life, but I hope this would at least make its way to the manager, because I love the Firehouse brand and sandwiches, and this is my local store.

I came in and asked for a New York Steamer, on white, no Italian dressing, add lettuce and olives, to go. Normally I would not comment on this kind of thing, but this was just the first issue of the process, but I had to repeat my order 3 times before the hostess at the register was able to put my order in. NY Steamer on white, no Italian dressing, add lettuce and olive, to-go.

Once we got the order put in, I waited 17 minutes for a single to-go sandwich, and got to sit there and listen to that same hostess carry on a conversation with the manager(?) behind the counter about her getting to have a piece/bite of something to eat from the back of house. The conversation was not yelling, but was loud enough for us all to hear, which included profanity, and visually slowed down the productivity of the team by distracting someone who was making sandwiches, with a queue of sandwiches lined up (hence the 17 min wait).

Final point, once I finally got my sandwich and back to my office to finish out my lunch hour (now late from waiting on a sandwich for 17 mins), I opened the sandwich to find out that the sandwich was not made as I had requested. This is such a disappointment in comparison to the service I have experienced at this restaurant in the past, and as a resident of the Northlake area. Nothing leaves a bad taste in my mouth as a customer more than paying over $10 for a single sandwich only, with a longer than 15 minute wait, watching employees who seemingly have nothing better to do than stand behind the counter having a loud discussion riddled with profanity (at least on the side of the hostess), only to find out that what I ordered was not was I was served.

With no option to drive back to the store due to the time constraints of a lunch hour, my options as a consumer are now to either throw the improperly prepared sandwich away and lose my money, or eat the sandwich as it was served due to the lack of consideration of the employees running...