Firehouse Subs Clayton — Restaurant in Clayton

Ordered and paid online. Drove 20 minutes to get there. Upon arrival I went to the online order pickup area. The girl working asked am I door dash. I said no. She then instructed me to come down to the end of counter, where she handed me a bag, without even asking a name, and charged me $10.87 I said, my wife has already paid-online. The young man then said “ we don’t do that- there’s no way to pay online. Still not understanding-I happened to look in my bag and saw they had forgotten the cookie. When asked- he sharply stated “ your standing right in front of them.” I sheepishly grabbed one, paid the unknown bill, and left. My wife was in the car, and I told her what happened. She wanted to know why I was charged, so while STILL pulling out of your parking lot she called. A young girl that answered immediately said hold please-and set the phone down. She NEVER picked it back up. We heard talking the whole drive home. After the 30 minute drive home ( it’s 430 traffic ), we went inside finally to eat. Once we opened sandwich- we saw it was completely wrong. Wrong size, wrong condiments, with lettuce instead of without. I got FURIOUS! Remember-I’m STILL on hold with the store. So I grabbed sandwich, and drove in afternoon traffic BACK to store. I walked in they said can I help you - they saw I was returning with a bag in hand- I said yeah that’s me on hold now for 45 minutes. You can hang up now. The employee that actually hung it up from hold had the audacity to laugh at me. The manager on duty then proceeded to tell me- we don’t take online orders. I wasn’t able to hear his answer when I showed my online receipt and where the money for cookie came out bank. Anyway we walked over to online order stand - where I first appeared almost 2 hours earlier. He says oh here’s your order right here ! Got your name on it ( course it showed time made-2 hours before. He laughed as he handed it to me, I’m sure my inconvenience was of little to consequence to him. Sorry I’m so long winded. I wanted to put down the facts while they were fresh- unlike the worst sub I ever tasted today from your store. My wife and I frequently ordered from your Smithfield store. That’s why we had enough points to get what we had hoped would be a free one. But I promise you- myself or anyone in my immediate family will NEVER visit a store, or recommend your stores. Train your people. Teach them what is offered by you- and if they don’t have time to answer the phone- take a message ! Customers are not an interruption of your work- they are...

Very Disappointed in this Firehouse We love the ones in Charlotte-Great customer service! NOT THE CLAYTON LOCATION!!!!! This franchise is atrocious-! My wife and I have been at this location a few times and have been disappointed in the service… Our last visit we didn’t even get greeted, the kids that were there were more into playing around in the back than helping the one girl actually working… When we finally received our order it was wrong… The girl didn’t even apologize, all she said was “well we are out of lettuce” this is at 8:00 pm on a Friday… Then she begins to tell us that even with her being the “shift leader” she is not old enough to cut some nor is anyone else there do it… She said you have to be 18…Then she and another staff member start talking about the management and completely trashes them and the company…. WOW Called the corporate office about this location and I was told this is not a corporate store and they could only send the complaint to them… I called the corporate office 4 different times (1 a week) and told them I still have not received a phone call… As of today I STILL have NOT RECEIVED any response from the owner or the manager…. I have waited 4 weeks…....

My son and I walked in behind a white customer and heard and saw that he was greeted with a hello welcome to firehouse subs... We walked up and no one greeted us until I smiled and said hello to the one to take our order. It was already an awkward feeling for us both as my 10 yr old pointed it out to me first. But we were willing to see would it get better. We ordered 4 sub's, all at which we thought were hot subs. We didn't stay to eat, as we were picking subs up for baseball practice. We went to the park to eat before practice and upon opening our containers all the sub's were cold. Nothing is hot nor warm. Also it was clearly printed on the receipt to not put cheese on my sons turkey sandwich and it was full of cheese. I tried to call them but the phone messaging system was full.

So I went back in person to let them know and the manager fixed my son a new and bigger sandwich. He was nice and friendly. And i think the first arrival may have been a misunderstanding. They remembered me and was very helpful in getting what I needed for my son. I will try them again. As my google reviews show I am big on...