Firehouse Subs Village West — Restaurant in Denver

Generally speaking, I've enjoyed going here. The subs are above average, and usually, the people are very friendly. However, after today's visit, I'm not sure when or if I will be back.

I ordered a 2 adult subs to go and one kids meal. The menu states the kids meal includes a drink and a dessert, and is listed as being $4.09. Instead, they charged me an extra $0.50 "combo" price for the kids meal AND an extra $0.25 for her dessert.

When I brought up the dessert extra charge to the cashier, first she denied it. So then out of curiosity I checked the math, and sure enough, the amount I paid did include the $0.25 for the dessert. I was going to just let it go because it's just $0.25 and I didn't feel like the headache (though they should live up to the price on their menu and not sneak extra charges in; this is a very dishonest practice). That was when I realized they had also charged extra for the combo even though the menu clearly stated the combo was included at the listed $4.09 menu price. At this point, I did walk back. A man who appeared to be a manager got involved, and told me that because my daughter chose apple juice instead of a soda, there was an extra charge for the combo. This is despicable. Nowhere have I ever been told that a kids meal ONLY comes with an unhealthy soda (which makes the kids meal worthless). Milk &/or juice is ALWAYS an included option without an upcharge. What was worse, though, was that when I mentioned that the menu simply says "drink" and doesn't specify which type, nor was I informed there would be an extra charge for the apple juice, the manager argued with me, then condescendingly finally said "do you want your 25 cents back? I can give you 25 cents." (which wasn't even the correct amount I had been overcharged)

I will be thinking twice before visiting here again. They obviously must be under new management, and don't care about their customers and doing the right thing. It's too bad, because I really did like their subs.

Just beware when you order the kids meal that claims to include certain things, they may still go ahead and charge you extra for those very same things just to see if they can get...

JACOB THE MANAGER WENT ABOVE AND BEYOND TO OFFEND ME AND CREATED THE MOST UNCOMFORTABLE DINNING EXSPERIENCE I HAVE EVER HAD!!! Not being greeted was a bummer but not the reason for my negative review. After ordering I asked for a water glass, the new soda machine didn’t have a water button so filled the glass with a 3 second pour of soda. The lady behind the register came up to me and said manager has to charge me for that. Which is what it is so went out to truck for cash. Came back in and the manager Jacob was extremely rude and condescending. I asked for a full sized glass of was going to have to pay for it and he charged me for a kid cup/water glass and a large cup totaling $4 dollars. I said your really going out of your way to make this uncomfortable arn't you, which he replied with belittling, insulting insinuations of dishonesty, theft and over the top demeaning Condescension. I was left in amazement his rudeness and told me to write a review and went on and on. I work in customer service and come to your establishment because it is usually enjoyable and the food is good. I’m beyond offended at how Jacob handled the situation. It could have been handled so much better and even a polite conversation about how “please use water for water cups or will have to charge” and guiding where water is when I honestly looked for water in the new machine and couldn’t find it. Then charging me for 2 cups just to be spiteful. He was very rude and his body language and tone was extremely insulting and uncomfortable. I will never come back to this location and in all honest am in the process of posting my experience on social media. Very disappointed with how he represents your fine establishment and his over all demeanor.

After getting home there was something in my sandwich and my wife and I didn’t feel confident or comfortable finishing the sandwiches as he was the one handling our food. I’m open to a conversation about this is you would like but as of now I will never return weather Jacob is...

Last time I went here, I was disappointed in how poor the quality of the food was, and vowed never to return again. It has been about a year or so and decided to get a sandwich as I waited for my car to be repaired. I ordered a small ham and cheese sandwich and asked for w/o mayo or mustard. It took a minute for me to get my order; sat outside since it was such a nice day. As I ate the sandwich, I took time to take a look at how the sandwich was made. Couldn't find the cheese, but there was loads of lettuce and a few slivers of onion. There was a sliver of meat (ham), which was really disappointing. The tomato was sliced too thick. I usually judge the quality of the sandwich by how the ingredients come together; the delicacy of the ingredients and how they are put together make a lasting impression. The tomato slice should never be thicker than the ham slice. Overall, the sandwich was disappointing because it was more like a lettuce and tomato sandwich that happened to have ham (no cheese) on it. Not happy with the sandwich. I think I've finally learned that when coming to this store, I should always expect to be disappointed and go elsewhere to eat next time. If there is a next time, I'll take a picture...