Firehouse Subs Old Steese — Restaurant in Fairbanks

I (and I assume most people) believed that when ordering a sandwich, the description and picture with all ingredients is what the product would include when received. I now practice extra caution when ordering anything including toppings. When ordering a burger from McDonald’s, you expect all toppings. When ordering a sandwich from the tropical deli, you have a paper to circle which toppings you would like. When going to Subway, they ask “which toppings would you like?” . The point I am making is when given the option (like subway) you know what you are getting. When ordering from McDonald’s, you know the toppings on the burger. It behooves me then that when not given the toppings choice option (subway), and the picture has the preselected toppings listed, that I would not get my sandwich with anything more than turkey and cheese. The entirety of the concept was a Swiss and mushroom sandwich with turkey, yet no mushrooms. I can bare the punishment of eating a non delightful monstrosity thrown on a sandwich roll, however my wife cannot. The sandwich she received was barren, a cold and melancholy scene of dismal and disinterest laid out on a bread roll. As she opened the box with joyful eyes the flame in her heart went out. They had forgotten all toppings, all trust, all faith in her once in those tomatoes had now ceased to exist. All hope in her mind that her sandwich would be the highlight of her day, the thing to turn her around and make that frown into a smile once again rise, gone in a flash. As I drove home I was left with but three questions. Why did firehouse allow this to happen to me? Why turn a man’s wife against him as if these missing veggies were his fault? Lastly, how could a fellow human be so rotten as to not give another human his veggies?

Thank you for your hard work firehouse, please add your toppings.

My wife also said she got no mayo....

This was my first time going to a firehouse subs.

The good: The food was delicious! Staff were very polite, service was relatively quick.

The bad: The place seemed a bit disorganized. I'm not sure of the standard for firehouse subs, so maybe this is normal, but my large BBQ sandwich did not come with any napkins, and my salad came without a fork (for a carryout order). Kinda hard to eat a salad in your truck with no fork and no napkins haha. Also, there was like 5 of the 6 or so employees all working on changing the ice tea for a solid 5 minutes.

The ugly: While the employees were all very professional and polite to me, they were appallingly rude to each other. Egos ran high and the drama was unbelievable. I watched multiple employees chastise each other during my 5 minutes in there in a way that was unprofessional and unbecoming of anyone older than middle school age. The atmosphere behind the counter genuinely bordered on bullying. At one point a female employee was kind enough to help me order and she was immediately and unprofessionally snapped at by the young man running the register in hushed tones. At another point a employee called my name to pick up my order, which I didn't immediately notice because I was on my phone - 100% my fault - but a separate employee immediately snapped at him with what I would consider an attitude unbecoming of a professional environment.

Summary -

Great food, and overall good and polite (but a bit disorganized) customer service, but a very hostile environment behind the counter that made me as a customer very uncomfortable and happy to leave. My advice to the young employees back there if they are reading this - be kind to each other. It's just a job, mistakes happen. Learn to give constructive feedback that helps all of you grow, instead of meanhearted corrections and...

The food is always pretty decent here which makes it really hard because their staff and atmosphere after 4 P.M. is atrocious. We were the only ones in the restaurant when we first got there last night 2/12/24 6:15 p.m. The ordering process alone took over 10 minutes simply because I had a Valentines Day coupon and the manager was on what appeared to be a personal phone call and wouldn't come out of the back to validate it when she did finally come out, she was mid conversation on her phone didn't even look at me or the coupon hit a couple buttons and spun back around as if asking her to do her job as a manager was a major inconvenience to her and her conversation at the moment. Waited over 30 minutes for just two sandwiches, I had asked for no green peppers on my sandwich, asked politely when picking up the order if they had caught that it was no green peppers, the lady assured me it didn't. Upon arriving at home and biting into my sandwich sure enough they had put green peppers. This is the 3rd consecutive bad exeperince I've had at this Firehouse so I'd rather just save my $40 to be treated like a second rate customer and wait over 30 minutes for food. If you're looking for somewhere to eat tonight, skip Firehouse I...