Firehouse Subs Cobblestone — Restaurant in Florida

We visited about a week ago and they completely messed up our order, not 1 or 2 sandwiches but ALL 3!. I stopped back by to let them know, simply as curtesy, I asked for nothing in return. Before I could bid the gentleman a good day, he apologized for the service, offered no excuses, just an honest apology. Then he offered me two coupons for later discount and followed up with offering to cover my next meal. So, today I came in to order lunch and true to his word our lunch was on the house! Excellent customer service, friendly people and a staff who truly cares for their customers! I highly recommend this location.

Update

This section of the review is for those who are going to order from this location via a delivery service.

We ordered this evening off the website via Bite Squad, it was out first and last experience with Bite Squad. Below is my response to bite squad and wanted to warn other, use GRUB HUB!!!!

I will never use Bite Squad again, nor will I recommend this service! We placed our order around 545PM and the website stated it would be about 33 min for our order. I received a text from bite squad at 547 stating my order was delayed but is "NOW COOKING" and it would be approximately 57 min. Then I received another text at 652pm stating the driver just left with my order and it would be 31 min. However, I live 10 min from the store and the second text was nearly 10 min after the "expected delivery time" as indicated by the first text.

I called Firehouse subs and confirmed they did not receive the order from Bite Squad until 622 PM!!! That is 25 min AFTER your service told me the order was "COOKING"! They also confirmed that the order was ready for delivery at 637pm, yet it was not picked up for delivery 652pm. All with no updates, instead bold face lies!

Another problem that I experienced during my website transaction with Bite Squad. While I was ordering my meal, I was unaware of the sandwich sizes, your site does not make any mention to the length of small, medium or large sandwiches. Unlike grub hub, they actually have the 3-4 inches for small indicated. So, I order us all small sandwiches with the impression that a small would be a 6 inch sub. It was not until I cross referenced my order with grub hub that I found out my order was not going to be enough food. Also, I discovered that Bite Squad charges substantially more for a much subpar service!! Overall, Grub Hubs website, fees and service was far superior to Bite Squad! I will never use your service again or recommend it to friends.

One of our sandwiches was incorrect, I understand your service does not make them and only delivers but it just adds to the overall horrible experience. All around the worst delivery service I have ever...

I’ve always loved Firehouse Subs—especially their Veggie Sub, with that perfect blend of melted cheese, caramelized onions, sautéed green peppers and mushrooms. It's usually a warm, comforting sandwich packed with flavor. Unfortunately, my recent visit to the Saint Augustine location left much to be desired.

When I walked in, the place was fairly busy. I noticed several unoccupied tables that hadn’t been wiped down—crumbs and condensation rings from previous customers were visible. I grabbed a table and headed over to get a drink, only to find the soda machine out of Diet Coke, pouring only soda water. Then I went to grab some Captain Sorensen's hot sauce, and both bottles were empty. I let a staff member know, and was told they’d “get around to it.” Luckily, I found a couple of to-go packets, but I was already feeling a little disappointed.

When my name was called, the staff member handed over my order with a smile—and then mentioned that some ingredients were unavailable. Guess which ones? Yep, caramelized onions and green peppers—core ingredients for the Veggie Sub I specifically came for.

What I received was stale wheat bread, cold lettuce and tomato, a thin smear of melted cheese, and a few sautéed mushrooms. Definitely not the warm, melty, flavor-packed sub I’ve come to expect. I went to the counter to ask about the missing ingredients, and was told they were out. But why wasn’t that mentioned at the time of ordering—or at least during sandwich prep? Waiting until after pickup to tell a customer they’re missing half the sandwich feels like an afterthought, not good service.

The staff offered me the option to wait 20 minutes for fresh veggies or choose another sandwich. I was on a lunch break—20 minutes wasn’t an option. I declined. Later, they did approach me and offered a refund, which I appreciated, but the experience overall showed a lack of communication and customer focus.

This isn’t the first time I’ve experienced a lapse in service at this location. The team doesn’t seem aligned, and customer communication feels like a secondary concern. Honestly, I can make my own caramelized veggies and melty cheese sub at home—with better results.

Would I return? Possibly, but it won’t be anytime soon. I hope management takes a serious look at how training and customer service are...

I placed an online order today (Nov. 3) to pick up in store and went at the time it was expected to be ready. Went inside at 6:30pm, order wasn’t placed on the pick-up rack yet. Waited for about 10 more minutes and received my order, only for it to be wrong. When I went and told the manager who was there at the time, she said the employees may have read it wrong and would prepare it again and that it would be done in around 10 minutes. There were three teenage girls preparing the sandwiches behind the counter, when more people started to walk in. I proceeded to have to wait 30 more minutes to have my order re-made, which is ridiculous. The girls seemingly had no urgency to make any food, as everyone else in there had already ordered and was waiting to pick up their stuff and looked just as frustrated as me. Lots of shaking heads and sighing. People who walked in actually saw how many people were waiting and walked out to go to the place a couple doors down. I wouldn’t have minded waiting if I actually saw the girls were trying to keep up, but they were not. All they did was gossip, while haphazardly making sandwiches. They actually at one point started throwing lettuce at each other while no orders had been put out. The only thing that saved this experience was a nice young man (I think his name was Jonah?) who came out and actually started preparing orders and apologizing, while the manager kinda just lingered in the back and let the girls do as they pleased. In the end, the one sandwich that was made wrong the first time was made incorrectly again. I ended up leaving, because there was no way I was waiting again. Waiting 40 minutes for sandwiches and chili...