Firehouse Subs Madison Street — Restaurant in Clarksville

We will NEVER eat here or support this location again. I went to this location on 8/25. I ordered three sandwiches at the counter to-go. I have a gluten ALLERGY so my sandwich had to be made on the gluten free roll. I get home and ALL three sandwiches were made incorrectly. At this point its almost 7pm. My daughters had lettuce and tomato on it (the kids sub never comes with toppings and they didn't ask me,) and mine had been put on wheat bread, while my husband's was put on the gluten free roll. We immediately call, and asked if we could remake the sandwiches and we would come exchange them. They call my husband a few minutes later and say that they don't have any more gluten free rolls. (This is a continued issue at both of our local locations, they never have it in stock.) I simply CAN NOT eat the food they messed up, so my husband just tells them to refund our food and they agree since its all inedible. At this point I have a starving child so we end up frustrated and have to eat something else for the night. Its been over a week so we call today to check on the refund. The guy who answers the phone says "well you never brought the food back so were not giving you a refund" and HUNG UP on us. I tried to call back and they did not answer. I've also contacted corporate because this is insanity. On top of how this was handled, I have a FOOD ALLERGY. They served me food with that knowledge. Thankfully I had eaten it before and knew what the roll looked like or I would've eaten wheat bread. I'd love to be contacted by the owner. Whoever was working the phones tonight needs to be fired.

I posted this on their FB page, messaged them and sent a message through corporate over 2 weeks ago.. no one from this location has reached out to me.

UPDATE - I see the response, and its BS. I have STILL not heard back from anyone, and corporate simply said, its on the owner. No refund, no...

My husband and I just left this location. We were there an hour and 20 minutes before closing. As soon as we ordered they told us we could not eat inside because they were trying to get things ready to close and they still needed to stock. They were out of onions and peppers and soup but still took my husbands order and just left those items off his sandwich without saying a word. We heard them telling the people behind us they were out but didn’t tell us. We got our food and sat outside in our car to eat. 10 minutes later a group of five came in and they were stopped immediately once they entered the door and turned away. While we were inside ordering there was a guy mopping the floors. When the couple came in behind us they got dirt on the rug by the door and the man mopping the floors started complaining and saying he just swept that rug. I know everyone wants to go home once their shift is over but to shut things down and hour and 20 minutes before closing is a but much. The guys in there were rude and lazy. We won’t be visiting this location again due to this happening the last two times we visited...

Staff weren’t very friendly, we walked up to order and weren’t greeted or acknowledged by the cashier. My husband had to make eye contact with the her to realize she was waiting on him to order because she had said nothing to us. Ordered a medium, got home, and they had given me only half of my sandwich. Called up there to let them know and no one is answering the phones and the voice mailbox is full. I called a few times within an hour hoping to catch them at a good time with no success. I understand food service (worked it 3yrs) They weren’t busy, we were the only customers in there. I also understand Accidents happen, what matters is the way you handle those mix ups. This place is expensive which is okay if you get what you paid for or they make it right when they mess up. Likely won’t be back, we can find expensive...