Firehouse Subs New Port Richey — Restaurant in Florida

I look forward to going to Firehouse Subs, especially when it's to redeem my free birthday reward. My favorite is the Turkey Bacon Ranch. My husband prefers the Hook & Ladder. I love the way there is so much stuffed into a sandwich the lettuce falls out onto the paper & I eat it with my fingertips. The tomato IS always thick & fresh. The bacon is crispy, but not too, with the peppery seasoning which blends very well with the softness of the turkey & cheese, (I prefer cheddar). Mmmm...

I must say no matter how good the food is, if the staff isn't welcoming & friendly, it doesn't feel like Firehouse Subs to me. Last night was one of those unfortunate situations.

Now, don't get me wrong. The entire staff wasn't like that. I noticed upon our arrival, the young man working there was cleaning up the floor & tables. The nice friendly lady behind the preparation area greeted us with the expected "Welcome to Firehouse Subs." However, he seemed perturbed he had to go to the register to take our order. He wasn't sure how to accept my reward & worst of all, he never smiled. Even when I told him I was collecting my birthday reward.

The nicer lady was smiling, guiding me very patiently, (since the system was different from others I have used), & so friendly. I wish I had caught her name. She was wearing her name tag, but he wasn't. I'm glad she was the one to deliver our baskets, again with a smile.

We did eat about half each of our sandwiches while he continued to take orders between finishing his cleaning. Still, I watched & never once did he greet or smile at anyone. I don't know why he wasn't happy, but it as apparent to a customer. Again, unfortunately. I'm not sure whether or not I will return to...

Love the food but the service could definitely use some work. I've been in the food industry for 15 yrs, lastly being a restaurant manager for several companies so I know poor service when I see it. First, ...and I only noticed this because I had to wait 10 minutes for my order that was placed 10 minutes before I got there, the employees seem miserable and it is very off-putting. One girl with red hair says hello to everyone walking in, but without any friendliness in her tone or even eye-contact. It's like she's only saying it because she has too. 🤨 Second, there were 3 people working. My order was placed 10 minutes before I got there and there were 4 orders apparantly made before mine because all those people left with their food before me. Now, I dont have a problem with waiting. The problem I have is that there were 7 people waiting for food and only one person is doing the work while the other 2 were just too busy doing side work to help. That's just a blatant disregard to customer service. By those actions, your telling me that Im not important enough to be helped quickly. If one of those girls would have helped that guy out, everyone would have been out of there quickly and left happy, instead of irritated because of the wait. Seriously, you might be in the wrong business if you lose focus on who's really paying you. It's not the owners, it's your customers. You have to find the balance. Ok,...

First off I want to clarify that I love Firehouse subs as a whole, but the Firehouse Subs 279 franchise, on the corner of Little and Ridge, is a howling mess. I would give zero stars if possible. We have ordered there many times, always online. We usually order two subs, a Hook and Ladder and a Hero. WITHOUT FAIL, THEY SWITCH THE MEATS ON THE SANDWICHES (I like white, she likes wheat), NEVER GET THE TOPPINGS RIGHT (She doesn't like mustard or onions, she gets mustard and onions. I like banana peppers and oil and vinegar, I get NONE.) ORDERS ARE NEVER READY ON TIME. We always end up waiting an extra 15-20 minutes after the order should have been ready. We have complained to the evening staff MULTIPLE times, but to no avail. They don't offer to fix or refund our order, basically telling us "It is what it is". WE WILL NEVER VISIT THIS FRANCHISE AGAIN AFTER GIVING THEM MULTIPLE CHANCES TO GET IT RIGHT! Finally, I would encourage everyone that encounters the same treatment to do as I have done and dispute the charges with your financial institution, when they don't offer a refund due to their LOUSY and SLOW food service as well as their LACK of customer service.

• UPDATE * After reaching out to a 1st shift supervisor, they have attempted to make things right by, at least offering us a free meal to give them another chance. That being said, we will see. I will...