Firehouse Subs Collierville — Restaurant in Collierville

Despite the food always being good, the service is not the best. When you order a takeout/pickup meal it is never ready on time. So if it the app tells you the food will be ready at say 2pm, it’s never on time. It’s 15-20 minutes later. It’s not just me either—you’ll always see people hovering and waiting (sometimes impatiently) because they are experiencing the same issue too.

I am not sure if the people who work here know what they are doing. On multiple occasions as I’ve waited for my (late) order, I’ve watched a crew member make a sandwich and then throw it away. Not sure why, I guess they got it wrong. Seems wasteful.

The rewards program is a bit of a joke. Staff here will never proactively ask you about rewards or tell you what you have to redeem. Then, when you try using your reward points, they have no idea how to do it. I’ve given them my phone number and it doesn’t work. I’ve literally given them my phone and they still can’t figure it out and apply my reward points. What typically happens is that they’ll get to the end of your order, you’ll ask about your reward points, they’ll try to apply them, but it never works. This location needs to train their staff on how to help their loyal customers with their reward points.

The staff never smile btw. They’ll shout “Welcome to Firehouse!” as you walk through the door but merely to check a box. After that, they will lift their heads and look at you as you walk in with not a genuine smile. Their face actually looks like, “Oh no, not another customer! We’re already too busy!” Well, guess what? Your customers are the ones that keep you in a job.

The app is awful. It’s slow, and it barely works.

Finally, always check your takeout order. It’s often incorrect. I’ve had items missing completey that I have ordered and paid for and I’ve had ingredients added to my sandwich I never added.

I only come here because I have a family member who really likes the food. But overall I find the atmosphere and customer service here unsatisfactory...

The guys at the gym told me to hit the Firehouse Sub place. So today after a good workout I went to visit. Nice place and clean and the folks there are friendly. Have a very nice selection of subs to choose from. I ordered a club sub and it was delicious. Best sub I have ever had. Unlike Subway where you get just a giant piece of bread, these folks load you down with a great tasting and very big sub. I am hooked. I will be going back again and again. I highly recommend Firehouse. These folks will be hard to out do.THANKS FIREHOUSE OF COLLERVILLE. Ok, it has been 2 days later. I downloaded the app and when I got ready to leave the gym, I placed an order to them via app. I walked in about 10 minutes later and it was waiting on me. GREAT JOB FIREHOUSE COLLERVILLE. Love your store. Ok, It has been a year since I posted this review. I still hit the Firehouse weekly but the service and attitudes of some of the folks there has gone down a bit. I ordered a hot sub and a large tea last week. Got there and went to get my cup for the tea and SURPRISE, they did not have any tea. I asked about it and was told to get another drink instead. So I ended up with a $4 cup of water. WHAT!!!!!! Yep that is $32 dollars for a gallon of water. Instead of offering my money back I was forced to get water or nothing. The place seems not as clean as it usually is and the workers there are not as polite. Thinking about just stopping off at Subway again. When I spend my money at a place, I should at least be treated better. Sorry Firehouse but I need to lower my rating.. If I see improvement I will let...

Out of all the sub places, I prefer firehouse! However, this location frustrates me so badly! EVERY visit, something in my order is incorrect! Be it they leave off an ingredient, forget an entire item, or my order is 20 minutes passed the pick up time. Examples from the last 3 visits; I ordered a French dip sub. I got home, no au jus (so now I have a roast beef sub). Ok. Next visit, ordered a chicken and salami Italian salad, no cucumbers. I got chicken, no salami, and extra cucumbers. Third, my pickup time was 2:55. I arrive at 3:00. Order wasn’t out until 3:15, and when I got home, it looked like they took my sub and beat it with baseball bats. The owner has to know that the training process isn’t efficient or else the workers are just lazy and don’t care. I wish this location would improve because I so much order firehouse to any of the other 26315 sub choices in...