Firehouse Subs Alta Mere — Restaurant in Fort Worth

Wow. It’s really unfortunate to have to write this review . I have been coming to firehouse and supporting this business for years since how I have family members who are fire and police and military. I come into this location everyday and ask for a large cup of water, the staff knows me and is always kind. I guess DANIEL woke up on the wrong side of the bed this morning when he decided to treat me like I am nothing and be rude and disrespectful to me when I politely asked for a cup of water. Normally I buy something when I come in everyday to get a water. I normally buy a bag of chips that way I’m not just taking a free cup. Well he told me he has to charge me but I can have the smallest cup for free. Normally I’d be okay if it wasn’t for his terrible attitude. I have never once been told I can’t have a water cup or I have to pay full price. He also then tells me that even his staff has to pay for a cup if they want one or what they can do is get a cup and RINSE IT OUT and put it back. When he said that my jaw dropped. So be aware that your large plastic cup could be a rinsed out cup. Also apparently giving away a large cup is going to break the bank. So...

The worst Firehouse sub I’ve ever experienced! I ordered two hook and ladder subs for me and my colleague for lunch. One was on wheat, no mayo or cheese and the other was on white the way the sub is made. Both sandwiches were ordered with pickles.

They reversed the rolls on the sandwich, omitted pickles, and when I called the location to speak with the manager, her response was,”sorry bring the sandwiches back for a remake or refund.”

I informed her I was over 6 miles away, we were on our lunch, and it wasn’t possible. She advised me “ to save the sandwiches and bring them back when I can!” I asked what are we going to eat in the meantime. She said she couldn’t help me! What in the world! Is this a Texas thing? I just moved to TX from Ga, been a member of the firehouse club, even made a donation, and I’ve never experienced such horrible service and total disregard for my order.

Do not order from this location if you want your order made correctly and your food enjoyed. The bread for booth subs weren’t “Firehouse Subs”...

UPDATE: I asked how much longer it would be and they said another 30 minutes. After the 45 we had already waited. For perspective: we ordered 2 sandwiches. When I asked what was going on, they said the toaster was broken. They can't control that BUT it's their job to communicate if there's an issue. They said it had been backing them up all day, so they should have told us before we paid that it would be over an hour wait. We got a refund (and I had to correct the cashier who tried to refund me $6 too little) and finally left after wasting almost an hour.

This is the 4th time we've been to this location and it has been unreasonably slow service every time. I waited to write a review in case it was just a few bad days, but it has been every visit. It isn't busy in the restaurant and we've now been sitting at our table for almost 45 minutes waiting for our food. No sense of urgency from the employees. No explanation or apology. We won't be coming back to...