Firehouse Subs Austin Bluffs — Restaurant in Colorado Springs

Received this location from when putting an order through Door Dash. Upon getting the order, we were missing one sandwich. We call DoorDash and they informed us that we had two options to either call the location to see what happened and to get the sandwich or we could request a refund. We opted into calling the location first. I got on the phone with one employee who was willing to look into it. We then were handed off to the manager by the name of Lindsey. I explained that we didn’t get one of the sandwiches ordered. She looks up the receipt while saying “let me make sure I made all of them”. I said sure and waited. She hopped back on and said explained that she did make the two sandwiches listed. I explained that we had three and that the third is listed on the receipt. She then started arguing and speaking over me whether or not the third sandwich is listed on the receipt while repeating “well mine doesn’t say that” and just wouldn’t hear me out and that is was just a door dash issue. I kept trying to explain that on the receipt that was taped to the bag that we received from them it stated the third sandwich. She then cut me off and said “well if you’re gonna disrespect me you can have a good day” and proceeds to hang up. I called back to end up getting the first woman that we spoke too. I think her name was Amber. I told her that I did not appreciate getting hung up on and that I would like to talk with someone above her. She goes on to say that upon looking at the receipt further she noticed it said a certain add on that they couldn’t do because the toaster is out and that’s why it was labeled different. And for us to just come in and pick up the sandwich. I told her I appreciate her being helpful and actually taking a look at things and that we will be by to pick up the sandwich. Upon picking it up she offers extra food and apologizes. She was amazing. I put a one star due to the manager but the other worker...

So initially I may have given the review at least 4 stars because the other sandwiches that we ordered were all made nicely, however the experience that followed brought my personal opinion of the establishment a tad bit of distaste.

We ordered a Firehouse Steak & Cheese, which was just a basic cheesesteak sandwich, nothing fancy. We also ordered a Firehouse Meatball & a Kids combo with the same. Again, just a regular meatball sub, nothing fancy. Then we also ordered on a recommendation, the Reuben Reinvented. Here is where the problem came into play.

I took one bit of the sandwich and was dissatisfied. It taste nothing like a Reuben, the slaw replaced sauerkraut & does not have the sweet and tangy taste that it boasts, and the thousand island “sauce” was all but thousand island. I went back to the counter with my 8” sandwich missing one bite and told the young lady of my dissatisfaction ... and she replied “okay hold on a minute,” then went in back. She returned with the Assistant Manager Devin, who asked me, and I quote, “soooo do you want to buy another sandwich because we can’t just give out free sandwiches.” 😐 Now, I’m no genius or anything, but I thought I just paid almost $40 for a meal including the sandwich that I was extremely unhappy with, which means that I wasn’t getting anything for “free.”

Long story short, I purchased another sandwich, a SteakHouse Beef & Cheddar Brisket ... and requested a to-go box for the waste of sandwich I wasn’t going to eat.

Poor customer service puts a horrible tastes in my mouth so I didn’t wind up eating the second sandwich I purchased, but I figure I can gift it to someone one the way home.

I can’t say I will not eat at the establishment again ... because I usually am very pleased, but I will not visit this...

I had never been to Firehouse Subs before today. I called in my order and the girl on the phone spoke so fast and kept talking over me , I wasn't even sure if she got my order right. Wouldn't know because nothing was read back to me and I had no idea when it would be ready because she said "ok we'll get that to ya!" And then promptly hung up. Ok...I guess....? So then I go in. Kinda cool since its right around the corner from my work. THAT is the highlight of the review- it was 2 miles from my work. I go in and am greeted I said that I had called in an order and an employee calls out from across the counter and says "oh your order is over there". I had no idea what over there meant. I stood there, clearly not knowing where to go and finally another employee showed me where. I then asked about my drinks and was told "the cups are right there". I ordered 3 medium drinks, and there were at least 7 to 8 different empty cups of various sizes. Again, the poor nice young man had to help me because the girl who originally "helped" me was too busy talking to her coworkers while they made sandwiches. Then I tried to get ice. Think I got any? One cube. By now I was so over this place...long story short I had to make two trips to my car because the drink carriers kept ripping each time untried putting a soda in its holder. No chips in my order so I had to make ANOTHER trip inside to pick out the chips. I'm surprised I didnt have to make my own Damn samndwiches. I won't...