Firehouse Subs — Restaurant in Florida

Absolutely an awful experience. A few weeks ago I decided to order an online pickup order at firehouse. I placed an order for 3 sandwiches, one of them happened to be on a gluten free bun. Probably 2 minutes after placing the order I received a call saying they did not have any gluten free buns which was fine I can understand if they sold out so I requested a refund on the order which they replied it would be refunded... Never was refunded. I contacted firehouse stating a refund was not applied which I was then met with a women saying one would be met soon. It was never sent but I was greeted by a email saying gluten free buns were back in stock and I would be able to come pick up my order whenever I chose too. Normally this would not bug me but I blatantly asked multiple times for a refund not a new meal. Today my family decided lets try and just get the meal since they are not going to refund us the money. Transaction was simple, did not make a huge fuse about getting the food and over all respectful all we had to do was show them the receipt of the food we placed online. Upon getting the food however the food order was wrong for one of the sandwiches as the majority of the items were asked to be on the side but all we got was a piece of bread with meat on it (no veggies) and two out of the three sandwiches did not have a pickle in the box. On top of that only one napkin was in the box, which is not a huge deal but I feel like it shows the blatant disregard and lack of care their employees put into preparing food that is already a lot of money. As someone who works in fast food I understand how things can be forgotten or misplaced when putting together an order but when someone comes in after already having an issue at your place of work I would 100% make sure their food is correct and they got everything they possibly would need. I will definitely not be coming back to this location...

I am a huge fan of Firehouse Subs and I was excited about the new location; however I will never return to this facility again. I ordered my order at 6:18pm, pay was deducted from my account immediately after. I set the pick up time for 6:50pm. I arrived at 6:48pm and it is now 7:25pm and I still have not received my order. But it gets better....THEY NEVER EVEN MADE IT SO NOW I HAVE TO WAIT MORE TIME FOR SOMETHING I ORDERED AT 6:18PM AND SHOULD HAVE BEEN READY FOR PICK UP AT 6:50PM AS REQUESTED. This is unprofessional and ridiculous! Walk ins are getting their food faster than I am and they arrived way after I did. THERE IS NO ORGANIZATION AND NO STRUCTURE! CUSTOMERS ARE CONFUSED ABOUT WHERE TO ORDER, DOORDASH PEOPLE WAITED 15 MIN THINKING THEIR ORDER WAS AT THE FRONT READY TO GO AND ITS BEHIND THE COUNTER AND ALL THAT TIME NOT ONE EMPLOYEE ASKED WHAT HIS NAME WAS WHAT DID HE ORDER...ALL THE CUSTOMERS ARE CONFUSED AND COMPLAINING ABOUT THE TIME and saying they're going to the other Palm Coast location. I'm with them, I will waste the extra gas and go to the other location. Also the trainer/supervisor that worked on 4/21/21 at 7:25pm was rude and snappy to the customers when they inquired about placing an order so long ago that wasn't ready. Also she was frustrated "talking at" the workers during the whole time because orders were backed up....

Called in order and paid and order was promised at 3:00p.m. I arrived and waited until 3:18 and ask about my order since no orders were in rapid go box to be picked up and was told it was gonna be another 15 or 20 minutes at least by a nice young man. They were busy but this is second time this week that food was not ready by promised time. I stated i couldn't wait any longer because i was getting this for someone in car on their way to work. I ask for a refund and nice young man went and got a rude woman manager to get me refund. She never spoke to me or apologized for anything. She acted like i was a bother and just handed me the money without even speaking to me. She spoke to young man instead and completely ignored me. She gave me back cash refund instead of on my card. Service has gotten worse here since it's opening instead of better. I get sandwiches here quite often. Very dissappointed with this firehouse and no lunch before 12 hour shift of work. Gave one star only because couldn't leave review otherwise. Firehouse upper management and owners need to look into this locations training for employees and managers for sure for date of 08/06/2021 at 3p.m. at state road 100 palm coast fl. Also have requested pickle several times and get home with no side...