Firehouse Subs Flower Mound — Restaurant in Flower Mound

So I love Firehouse subs. I was happy to have this one near my house. After the horrible customer service from one of the managers, I will never go to this one again. I tried to keep this complaint private and not publicly say anything, but since they still won’t contact me almost 2 months later, I’m posting this bad review. I went through the corporate Firehouse customer service and they said the local management would contact me. Two weeks after my last email to them, still dead silence.

Basically, I had been getting this one sandwich and one of the managers (Jeff) made a suggestion on how to make it better. He was right! So I go in again and Jeff’s brother is managing that day. I ask to have my sandwich toasted the way Jeff suggested (which I loved!) and his brother blew a gasket. He was not happy and told me he’s told Jeff numerous times to not tell people about this slight change. The change…toasting the bread twice. That seemed to be a huge issue with the brother even though I was there during a non-rush with only 2 other people in the entire restaurant. He gave me such an attitude and I had to push hard to get it done the way I wanted. He also had the gall to claim he “owned” the restaurant when I know for a fact it’s his parents that own it. The interaction put such a sour taste in my mouth that I will not step foot in that Firehouse again because I have zero desire to ever deal with him if he’s managing that shift.

So if the actual owners (or Jeff who’s actually nice) sees this, please look at what corporate sent you which includes my email and phone number. I tried to not publicly give you a bad review, but...

I ordered online and came in to the store 10 minutes before my order was finshised. I was greeted politely and said I had an online order for Michael but I'm a bit early. The employee looked at the screen and said got your order, it will be ready in a few minutes. I said perfect and sat down waiting for my order to be done. I thought that I would be alerted when my order was finished since I spoke directly to an employee behind the counter but no, it was sat down on the to go rack without me being notified even though I was sitting there. The store was not busy and 10 minutes after my order should have been ready I decdided to get up and check since multiple people had come and gone picking up their order from the rack. Sure enough, mine was there. Had been for many minutes without a single employee, inducing the one I spoke to and gave my name to, did not let me know my order was ready. I left and when I got home, low and behold the 2 order of chips I paid for were not in the bag. To be fair, the sandwiches were good but the lack of customer service failing to notify me when my order was ready when they new my name and knew I was there plus paying for chips I did not get...

I love Firehouse!! I never thought that I'd write a less than 4-star review, but here we go. Upon entering, the workers kindly greeted us. There was one worker that wore a face covering, but I understand it's not mandated. However, the sandwich makers were talking all over the food. They called for extra assistance, and another gentleman came from the back. He washed his hands (great) and appeared to be filling containers. He had a lot of hair, but nothing to keep his hair out of his face (no net, hair bands, etc), so he casually rubbed his fingers through his hair while working in the sandwich-making area. Then he took a piece of meat and put it in his mouth...right where they were making sandwiches in front of everyone. I've worked in the food industry, and this is a big no-no. Not only is it unprofessional, but it's unsanitary! This same gentleman proceeded to wipe his nose with the back of his hand while making someone's sandwich. I'll never go back to this location and I'll share with my family and friends to try...