Firehouse Subs Turnpike — Restaurant in Fairfax

I love Firehouse and have been coming here weekly for years. I'm deaf which makes ordering in-person quite difficult, so I always order online and pick-up a few minutes later. They have a shelf at the front door where I can find my order and walk out without having to go through the difficulty of conversation. It's been great... until this past visit. I ordered my sandwich ahead of time like usual, went to the store at the pick-up time, and there was nothing on the shelf. I waited 5 minutes, then 10, 15, and almost 20 minutes at the shelf until a worker came over to me. Apparently they had been saying my name rather than just putting the take-out order on the take-out shelf... It made me feel embarrassed and ashamed of my disability. To top it off, instead of the warm sub that I ordered, I had to settle with what was now a cold sub.

Firehouse, you can do better. You have a take-out shelf for a reason and keeping orders hidden behind the counter and FORCING A DEAF PERSON TO LISTEN FOR HIS NAME is rude and disheartening. And then not even re-making the sub so I can get the hot meal I paid money for... just shameful. Lacking ADA compliance, not only is illegal for a public business, but cuts out a portion of your customer base.

Unless they go back to using the take-out shelf for its intended purpose, they have lost me as a customer and I will be escalating this to the Fairfax government for non-ADA compliance so others with disabilities don't feel the shame I had to endure.

Here's the exact ADA provision they have failed to uphold by forcing a deaf person to listen for his name: "The purpose of the effective communication rules is to ensure that the person with a vision, hearing, or speech disability can communicate with, receive information from, and convey information to, the covered entity."

Unfortunately, seeing these past reviews, I only expect to get a reply from Anna/Guest Services rather than the manager...

STEER CLEAR OF THIS LOCATION. THEY DON'T CARE ABOUT THEIR CUSTOMERS.

I'm editing this review to respond to the "owner" reply below. That's not from the location owner. That's from Firehouse corporate. If they had read this review, they would know that I already tried firehousesubs.com/support. I have been exchanging emails with them for 2 weeks. They aren't able to get the restaurant either. But they offered me a 400 point credit. That would buy me a dessert. My cold subs cost $36.00. They don't care. I'm just one little customer/pest.

We order weekly from this restaurant. The one time we ordered using the app instead of in-person, we ordered around 1:00 pm for pickup at 7:00 pm. Upon arriving home 15 mins after pickup, we checked the subs and they were stone cold. Definitely prepped more than an hour earlier - we suspect at the time we ordered.

But that's not the reason for the poor review. I tried calling the restaurant to report it, and maybe get a refund. I tried 4 times, but while on hold for "a manager," I was disconnected all 4 times. I complained on firehousesubs.com/support, but all they did was forward my complaint to the restaurant multiple times, and the restaurant still...

I have eaten at Firehouse Subs twice. Most recently was a couple of days ago on a Sunday afternoon in early March. My wife and I were hungry, and she was craving sandwiches. So we stopped here for a quick lunch. I ordered the steamer sub, which is basically a pastrami sandwich. My wife ordered a cheesesteak sandwich.

I'll start off by saying that the food here is OK. Not great, not even good, but will do if hungry. My main complaint about my sandwich is that the pastrami was super thin and had very little flavor. The thinness reminded me of shaved ham slices. It definitely did not even come close to being a great sandwich or even a good sandwich. I feel similar about the cheesesteak sandwich as well. Although there was lots of meat, the sandwich lacked flavor. The cheese was flavorless and the steak was dry. We can tell that it was not freshly made.

In the end, I think Firehouse Subs is just a more expensive subway. I'm not a fan of subway, but I think I would rather eat at subway. The subs at Firehouse subs were nothing special, and I do not recommend eating here unless you...