Firehouse Subs Paul Huff — Restaurant in Cleveland

I stopped in on my way out of town. The employee working the register was really struggling with the system. (Locating the options) I wanted to add banana peppers to my sub and he couldn't find them in the system. Thats when a coworker showed him where to go and as the coworker said they are in alphabetical order the employee stared at the screen. He had to be promoted where "b" feel in the alphabet. By this time he forgot I asked for a drink and a side note had he asked what kind of bread I wanted it on. Once we got it all figured out he asks for a name for the order. I give him my name and he freezes and turns to a coworker, repeating my name, and admits he has trouble "with names." After taking my order he went on break and I didn't see him anymore. Once I got my food, the Mac and cheese was cold. Not like, just a little warm... It was "someone needs to service the microwave" cold. I asked for it to be heated a little longer. The employee assisting then overheats it and pulls out a bowl of lava and says he can't serve it to me and he'd start over.

Overall a pretty dismal experience. The inside of the drink machine looked like it hadn't been cleaned all shift. The place really...

A few weeks ago I reached out to Firehouse Subs Guest Services about an issue we had when we placed our order through their app. I received a reply (from Jessica) with the following, "We have forwarded a copy of your concerns to the management and restaurant owner of this location, who will follow up internally to ensure that your concerns are addressed at the restaurant level and address your request." Almost 2 weeks went by and I had not been contacted. I reached out yet again. After updating the next person on the issue, their reply (from Blair) "We are sorry to hear there was an issue with your order and apologize for the inconvenience this has caused.  As this was a pick up order, you must request the refund from the store directly as the order was processed through their POS system. Please note that our stores are individually owned and issuing a refund is ultimately up to the store manager or owner's discretion."

It's been yet another week with no response from this restaurant owner. I guess leaving a bad review is preferred....

Walking into Firehouse Subs is like stepping back into a time when folks still believed in two things: the sanctity of a good sub and friendly customer service. I ordered the steak and cheese, a sub so delicious it could make a vegan reconsider life choices. The steak was tender, the cheese was melty, and every bite transported me to an old-fashioned deli where the staff knew your name and genuinely seemed happy to see you.

The ambiance? Pure nostalgic bliss. There's a certain charm in the air, where the echoes of firefighters' bravery mingle with the scent of perfectly grilled subs. The staff's friendliness isn't just an act; it's the real deal, reminding you of the days when customer service meant more than just a forced smile.

In a world of fast food mediocrity, Firehouse Subs is a beacon of hearty,...