Firehouse Subs Cross Country — Restaurant in Columbus

To Whom It May Concern,

Today, I placed an online order through the Firehouse Subs website. Immediately after placing the order, I realized I needed to cancel it. I attempted to call the restaurant several times right away, but the phone was never answered. After giving it a brief break, I called again and spoke with the manager, Ariana, to request a refund.

Unfortunately, my experience with her was extremely disappointing. She stated that she was “not able to cancel any online orders placed at the location,” which contradicts Firehouse Subs’ published policy stating that orders may be canceled as long as preparation has not begun. Because my cancellation request was immediate, I should have been eligible for a refund.

In addition, her demeanor was unprofessional. She told me the phone “never rang” and implied I was lying, despite the fact that I called multiple times. This type of customer service is unacceptable, especially from a manager.

After this interaction, I reviewed online feedback for this location and noticed multiple complaints specifically regarding this manager. It appears this is not an isolated incident.

I am requesting: • A refund for the order that should have been canceled • Corporate review of the customer service and management at this location

I hope Firehouse Subs will address this matter promptly. I have always enjoyed your brand, and I would like to continue doing so, but this experience absolutely needs...

I was such a fan of firehouse subs until today !!! I HAVE BEEN GOING FAITHFUL TO THE MACON RD LOCATION FOR ABOUT A YEAR NOW.. the employees know my name and my order as soon as i walk in.. rencently i just had car troubles and that have resulted in doordashing food.. ive never had a problem making my door dash order.. because of limited options on doordash i would call and the store after i place the order and tell them how i wanted it (extra toasted, etc etc).. they would always answer and never had a problem doing it for me.. today i called after i made my order and was put on hold before i could even speak back.. she kept me on hold so long about 8 mins… when she did get back on the phone she told me she couldnt change my because it has already been made.. i called soon as i placed the order and she placed me on hold because they was suppper busy.. in that case my food wouldnt have been made yet.. proceeded to tell me she couldnt fix my order and hung up on me.. i have never had this problem with them everrrr and i love they food but i spend toooooo much money with firehouse to be treated like that period!! customer service matters!! it was the cashier fault she put me on hold before listening to what i wanted and my order should have been fixed! NEVER...

My sandwich was made wrong and instead of just remaking the sandwich the Hispanic manager (yes it matters,there were two) made a comment that I never said no tomato, even though she didn’t take my order. I literally said everything except tomato. Then i watched as the person making my sandwich was making sly remarks to his teammates and funny faces. At that point i didn’t trust them making my food anymore and requested a refund and gave the second sandwich back. I asked to speak with the other manager who was nice but defended her co workers and never gave me the other managers name, even though i asked several times. While getting a refund the Hispanic manager was literally making faces at what i was saying and i stated she should not be a manager and the other “nice” manager ask me to stop antagonizing the staff!!!! I cannot make this up. Please will a manager reach out to me. This occurred...