Firehouse Subs Concord Parkway — Restaurant in Concord

My husband picked this up for me, he was passing through. We don't have a local firehouse subs, the one he picked up from is over 30 minutes away from us. He brought it home and it was to have no tomatoes on it, but I said whatever and just picked them off. To my surprise, I picked them off and noticed imbedded hair in the middle of my sandwich. They did not give him a receipt, first sign this was going to be an issue. Although, we did have our transaction history as we paid with card. My husband called the store and explained the issue. At first, they acted as though they could not find the order. We called that same day as soon as the sandwich got home, so that was concerning. They said they would have to call back. They did call back, I guess they found the transaction. However, they wanted him to drive back to make it fresh, but I was absolutely disgusted and did not even want to attempt trying another. He explained we don't live local and he would just honestly like a refund. They said "we don't do refunds, so I don't know what you want me to do". The lady on the phone was very unprofessional and did not provide her name. He asked for a number to corporate and was met with "I don't have it nor know it." Super disappointed as I've always loved this establishment, but this location definitely changed it all for me! I messaged Firehouse directly about the situation and was met with, "We have forwarded a copy of your concerns to the management and restaurant owner of this location, we thank you for giving us this opportunity and for your ongoing patronage and hope we'll have the pleasure of serving you again soon." Cut and dry, no resolution. I tried to give them a benefit of doubt, but this whole experience has been terrible and nothing was ever made right. Honestly, everytime I think of Firehouse I will think of this experience from here on out and never eat...

Ok, so I’ll give 2 stars because the employees did try their best. But as I watched and waited for 40 minutes for one medium meatball, something became very clear…they were not skilled with crisis management. Employees became flustered and this unfortunately left me and other customers with sandwiches that were not Firehouse quality. Mine wasn’t even put in a bag for my to go order. This Firehouse location needs to go through some basics. Food prep, organization, work flow. Things go wrong all the time and employees have to be able to handle it better than they did on this day.

Follow up: So, it is about a year later and I decided to return with my wife. She is visually impaired and when I walked in I asked the girl if they had menus that we could take a look at as the menus up above were too difficult for my wife to read. In fact, some of the things up on the board were difficult for me to read. Both employees looked at me as if I were from another planet. I explained my wife’s condition and asked again. Same deer in the headlights look. Maybe I’m wrong, but is there some kind of ADA rule that establishments are to have menus customers can read up close? After no response- we just walked out the door. Looking at recent reviews, I see that we weren’t the only ones walking away with a negative experience. With two horrible visits to this location, I can only determine that there is extremely poor management and leadership here. I get it, quality, hard working teenagers are a rare find - and evidently quality managers are as well but something needs to change. We decided to go to the Subway on Hwy 29 and Putts School road. The menu there was easier to read with the white lettering on a green background and the employees were pleasant. Dropping this review...

Worst experience I've ever had at a firehouse. When we walked in a girl with colored hair stared at us like we ruined her day by choosing that restaurant. No one greeted us. They were blaring rob zombie on the music channel on the TV. A customer finally said something and he changed it but not before complaining about having to change it. When taking our order he literally said what do you want? After I ordered and paid about 5 mins went by and I was informed that one of the meats for my steamer was unavailable and the guy was extremely nonchalant about it he said and I quote "we don't have the pastrami for your sandwich" with a shrug and then he proceeded to tell me he could just use corned beef. I didn't want a corned beef sandwich that's why I order the steamer. No compassion as at all. They just wanted us out of there. I ended up with an Italian and it was not good. The hoagie roll was so small and all the toppings kept falling out because of it. It was dry they didn't put any condiments on it and they messed up my wife's sub that she built herself. Overall I'll never go back in there. This isn't the first time but it will...