Firehouse Subs Englewood Gateway Center — Restaurant in Englewood

I changed my rating for the follow up from the owner on this situation. I still stand behind my review on the employees . On May 10, 2023 we placed the online order with Firehouse Subs , in Englewood, Oh . . When we arrived at the store, we were informed they were closed due to staffing issues. We had already paid for our order and were not aware the store was not open until we arrived. The employee there , said they would give us a replacement meal for our inconvenience. We placed an order at Penn station and went home. The next day I called the store to verify they were open and to see about getting a replacement order . I also asked about the charge on our credit card since it was still showing pending , they told me if it didn’t drop off I could come in with a receipt and receive a refund. Later , that day I called to verify they were open and picked up our meal. On Friday the charge went through on our credit card, so no longer is this a free meal, it’s the meal we paid for and went to pick up not once but twice since they were closed. So, I went on Saturday morning to see about getting a refund. Marissa the shift leader said that I could receive a refund, then she asked if I had the card that the order was placed on. I told her , no I did not my husband had it at work. She told me the only way I could get a refund was to have the card. I told her with all I’ve gone through already I know exceptions can be made, and she said no they can’t . I said, so I have to make a fourth trip now, and she begins to laugh at me. And I said, you think that’s funny, and she said yes. Then I said what’s funny about it, and she just laughed some more. Then she tells me that I’m just smiling. I’m not laughing at . So I asked her again, I have to make a fourth trip, and she starts laughing again yes you will. So you find humor in that , she shakes her head and says yes . Next , her coworker tells me have a nice day, to which, I replied, you guys are making sure I don’t. He tells me , I really don’t care, and walks into the kitchen . I asked Marissa for his name , to which she replied , because of privacy issues , she could not tell me his name. You would think after the first inconvenience, making me come back for my meal and then coming back again for a refund that they could’ve just given it to me, I know exceptions can be made. Instead, I get laughed at , and the other employee thanks it’s funny to make a smart comment . If I would have been rude , as some people were Wednesday night , I could see rude treatment in return . But when you are polite and the one who has been done wrong repeatedly , I don’t understand how this company believes this is how the customer should be treated . I realize it can be hard to get people to work, but when you have employees who laugh at customers and make smart comments with no regard to the customer. Maybe they aren’t kind of employees that are needed. Needless , to say , we...

I went to firehouse sub tonight. I ordered a turkey with Swiss and asked Vinegar, salt, pepper, oregano, sweet peppers, lettuce, tomato, and onion. The worker made the sandwich incorrectly, and put mayonnaise on both sides of the sandwich in which I’m allergic to. When I took the sandwich back she was unwilling to remake the order. She pretended like she, even though I was in there and said I would have to come back the next day to talk to the manager because she couldn’t do anything about it. She’ll finally she told me I could talk to one to hook a whole workers when I spoke with her she said they could do it but they made me wait over 20 minutes to correct the mistake that they Made when they redid the sandwich it had less meat. It had only 2 to 3 pieces of tomato instead of sweet peppers they put a few chopped green peppers. There was no salt, no pepper no nothing on the salad and then they were on apologetic about it. They put the sandwich in a container. Did not offer a bag. I had to ask for a bag they were very rude about the mistake that they made did not apologize and I will never go back to firehouse sub based on this experience. The worker with the two piercings in her lip is the one that made the sandwich she made the mistake. She was unapologetic about. It didn’t say sorry did not say anything. Just put the sandwich on the container put it on the counter and hand it to me without a word being said, and I have already went home and found that the sandwich was not right so I had to drive all the way back and they made me wait like 20 minutes for the sandwich. I will never go back and for the worker, she really needs to check her attitude because she’s gonna come across someone. Who’s a little less...

I am a regular customer at this store over the last few years. I will not return after my experience today. Honestly, you hurt my feelings. I ordered a sandwich at 4:50pm for pick up 5:10pm. The sandwich was not ready at 5:15, when I arrived. At 5:30, I asked if they had seen the sandwich, maybe someone took it. They proceeded to look at the orders and mine was not even pulled from the printer yet. I can't wait 45 minutes for you to begin your job. If you offer mobile order service, I expect you will fulfill the request by the time stated. I was late for work, because of your decision to sit on my order, and fulfill other orders ahead of mine. When you take money out of my pocket, which I stated in store, I expect an apology. I did not receive an apology. The sandwich maker said (they didn't care if I come back, bye.) I hope you completely start from ground zero and eliminate uncouth hourlies from ruining your store reputation. It certainly ruined your...