Firehouse Subs — Restaurant in Fort Snelling Unorganized Territory

Hello, My name is Brian K and my wife is Bernarda. We visited a firehouse subway at the Minneapolis airport on Tuesday, June 3rd. 2025. We arrived from Houston at 1727 and had a flight out to Denmark at 1845. On my receipt that I will attach shows my order at 1751 and there were a couple people ahead a me before I ordered. I noticed a very old looking women behind the counter as we were waiting and she was by herself and moved at a snails pace. As the time dragged by after 30 min's of waiting I tried to talk to the person behind the counter and she spoke with a accent and seemed like she did not understand or didn't care to. After waiting some more I asked for a refund because I was going to miss my plane if I did not leave. You can see the time for yourself it was cutting close and my terminal and gate where on the far side from the subway shop. She would not give me a refund and kept Going at a snails pace what she was doing and WE HAD TO LEAVE WITHOUT ANY FOOD! First I would like to say if the person behind the counter knowing it is taking long, please have your employee's tell the customers about the wait time because it is a airport and people are in a hurry to catch other flights. Second, why do you have this slow old person working by herself in a busy airport, shame on you! I would like a refund now and or even a gift card or something that would give me my money back one way or another. Thank you for your time in this matter, Brian K (impossible to get ahold of manager or company to file...

The employees are working hard, and they are diligent. It is apparent that upper management does not prioritize ensuring enough employees are present for peak periods, or that they have breaks. How do you write a review so that changes can be made? Reading the other reviews this is an ongoing problem at this location. They also add a 4.5% gratuity charge that you see on the receipt but not the kiosk when you pay. It says on the receipt “this surcharge is not a gratuity”. So they just add an extra charge and you get slow service and the employees aren’t treated well. No one to clean the tables after people eat so you better bring baby wipes or something if you want a clean eating surface. The pretzel place didn’t have anyone on duty in the middle of the day and they were out of many types of pretzels. You wouldn’t know they were out of pretzels because you order at kiosk that is automated. This is an obvious oversight in their system. Typical corporate style setup with a great idea but unrealistic expectations and up charging...

I guess I should have looked at reviews prior to getting a sandwich here. There was no one in line so I figured it would be relatively quick. I ordered a turkey and provolone and asked for pickles. The gal taking the order was quick to respond with “it already comes with pickles”, which was unusual since they haven’t ever before, but okay great! Then I waited 15 minutes for the three women to make one sandwich. By that time I needed to return to my gate, so when I sat down to eat the sandwich, to no one’s surprise, there were no pickles. People make mistakes and this is not the point of this review. Management clearly knows there is a timeliness issue as well as occasional customer service issues. Each response to the reviews state they welcome the feedback, but it is obvious they are not doing anything to improve. If you need to get food quickly, do not let an empty line fool you. Just choose...