Firehouse Subs Fruitville — Restaurant in Florida

December 22,2024 My mother and I purchased 5 sandwiches from this location and 4 of the sandwiches were incorrectly made and the sandwiches and boxes contained some mystery ingredients (pictured). So we called in to inform the store staff. The African American man working at the front counter called the manager. He took down our number and told us that he would get back to us about the situation after the holiday, which was understandable. The manager got back to us on December 31,2024, concerning the issue. We let him know the problem and then he asked what would we like him to do, we responded that we would like 3 out of 5 sandwiches remade. He told us to bring in the receipt and they would remake them for us. January 4,2024, We come in with our receipt, to receive the 3 sandwiches and we meet a lady at the front counter. We try to explain the situation and what the manager had previously stated to us. She was extremely rude and continued to over talk us. She stated “there is no male manager”. Which is absolutely incorrect because he called he personally called on the 31st. She wanted to prove that we had spoken with a manager and if we could she would help us, but if we were not able to speak with the “So called manager” she was unable to help us. (I have attached the screenshot of the calls.) She proceeds to tell us that we’re incorrect and then starts telling us about how we took entirely too long to come get the sandwiches remade anyway. I absolutely felt attacked and belittled, as a customer I would like to be treated respectfully and that was certainly not the case. Instead I was called a difficult customer. Please proceed cautiously when visiting this Firehouse location, you deserve to be treated with respect...

Not sure where to start with this experience. 1st off, I'll say that I love Firehouse! I eat at a firehouse at least 3-4 times a month. So we stopped into a different location today in the Sarasota area. My wife, 2 kids and I were at the register ordering. The guy took my wife's order along with 1 child. We were splitting the bill. After her order, he looked right over at the person behind me and asked her what she would like. As I stared at him a little confused he asked me what else I needed. I said that you never took my order. So he apologized and took my order. Then we walked over to the coke fountain machine where the machine was out of several drinks. Not 1. Not 2. Not 3. I mean like 50% of their drinks were out. I asked the guy about it and he apologized and went and started changing out the syrup bags. Then I went to get some hot sauce. Well, they were out of the Swamp Sauce. Nothing new here. Firehouse runs out of this sauce pretty consistently no matter what location you visit. It's their best sauce but for some reason, non of the managers realize they need to order more of it. So we sat down and waited for our sandwiches. Sandwiches came and my wife who asked for no cheese and no mayo , got mayo and cheese on her sandwich. We sent it back. They brought out a new one 5 min later and ......she had mayo on it. So we made a comment to them and my wife decided to eat her sandwich anyways. I asked for some salt and the guy behind the counter hands me several packets of soaking wet salt. This experience was just lousy all around. Seemed that management wasn't around and most of these kids had the energy of someone who stayed out all night with no sleep. Won't ever visit this location again....

I got here at a 8:46 and they said that they’re about to close at 9 so I can’t get any food. IF YOU ARE CLOSING BEFORE YOUR CLOSING TIME THEN CHANGE YOUR CLOSING TIME TO WHAT TIME YOU CLOSE DON’T SAY YOU CLOSE AT 9 O’CLOCK AND THEN CLOSE AT 8:45. Look, I understand wanting to leave work, but if you advertise that you close at a certain time, then you should not refuse to make food for people before the advertised closing time

UPDATE this same gentleman apologized 2 days later when we were going to another restaurant right by there. I thought that was super kind and thoughtful. He said he was not fully aware of the standard policy regarding their closing practices and he wanted to get home after a long day. I definitely to him that I understand that but then he shouldn’t schedule to work that shift. He also mentioned that they were kinda short staffed at the moment so I totally understood and we were back 2 days later and he was so kind and welcoming. He definitely made up for the mistake and I appreciated and respected his acknowledgment and apology. Because he was such a stand up guy like that, We will definitely support this place again and give him another good tip!!! The food was pretty standard for what it was. Nothing that stood out as exceptional ( except for that awesome young man’s apology and kindness )but everything was what exactly what was to...