Firehouse Subs City View Towne Crossing — Restaurant in Fort Worth

I did an online pick up today at 11:35 AM and when I showed up at that time it wasn’t ready yet, which was fine. The guy working the counter said out loud that I was in the building so my name could be called when it was ready and it was not. Instead it was placed on the rack next to the register and I got up thinking it was mine and it did in fact have my name on it. Mind you there were about 6 others in there who all got their names called for their pick ups. I drove back to work and opened my sandwich and to my surprise it only contained mayo, lettuce, and tomato. I had ordered an Italian sub and I only got one picture of it as I was shocked as to why there was no meats in my sandwich. Based on the photo if you have ever been to firehouse you know you can see all the meats and contents spilling over the sides. So I drove back which was inconvenient as I was on my lunch break. After walking in with the non-sandwich that I was given, I let the gentleman at the counter know I was just in there and what I was given. A women looked at me from behind the counter and turned to the other employees and said “I told yall she would be back…” after that comment and another one about the “meats” that belonged in the sandwich but were not placed in there, I then was under the impression that they knowingly only put 3 ingredients in the sandwich intentionally and gave it to me the first time all while seeing it happen but still allowing it. There was another comment I heard “the sandwich yall forgot to make” which was fine if that was the case but make it correctly and I would have patiently waited as I did when I first arrived and it wasn’t ready. Instead I wasted my time driving back and forth to get my correct order. So the women who made the comment let me know it would be replaced correctly. Once again I was not handed the sandwich and it was placed on the rack. The women who let me know it was going to be remade then grabbed the sandwich and handed it to me. As I was leaving a different girl there smirked and laughed. I will not be returning to this location. It was extremely unprofessional and at that point I was pissed off. I will be calling higher ups to let them know how their...

Awful, I requested delivery and got the wrong order. I called the driver back and he said that this is the order that they handed him and he doesn’t go through the bag to see if it was correct. I tried to call Firehouse twice but no one picked up and an automated message came on saying that the mailbox was full and disconnected. I tried to communicate through the app and that was useless because it asked if I wanted to speak with a human and then it told me that someone will get back to me within 24-48 hours. In the meantime, even though it is paid for, I have no food, which is why I placed the delivery order, so I had to go to Firehouse Sub to resolve this issue, which is what I wanted to avoid by ordering delivery. When I got there I told the lady that I received the wrong order so she noticed that my order was behind their counter so she apologized and handed me my order and I gave them back the incorrect order and she just said sorry. I was expecting to get a refund because I had to go pick up my order that I had paid to get delivered so she said that she can’t do anything about it, except give me a coupon for a combo upgrade. This could've been avoided if they payed attention when giving out the order to the driver or at least answer the phone to fix my order and have it re-delivered. This was just very upsetting how my order was handled. To make the matter worse, customer service was no help either, they wanted me to provide either a photo of the receipt or of the incorrect order I received. And they wanted any communication I had with the driver about the mix-up, if I had that information. This is the worst treatment I ever experienced as a customer and I will never other from this...

This is a very mixed review over the last few months. As far as the sandwiches go, this is usually the best firehouse in the area, that being said, they are constantly messing up my orders. 3 of the last 5 times I've ordered, something has been wrong. You'd think if the manager (I'm assuming) read off your order to you he'd know if it was right or not, but sadly this was not the case. Hopefully today's call in order goes better, but since I spent 5 minutes on a talking hold hearing everything that was being said with the person having to repeat his order 3 times, I'm not holding my breath. By the time they got ready to take my order I almost gave them his. WELL CRAP. They even took the order correct, they just can't read their own codes. They mistook my extra mustard for no mustard, so the sandwich is almost inedibly dry and missing the tang of the mustard. Corned beef and pastrami must have mustard (unless for some weird reason you don't like it). They said they'd write down my name down and remake it next time, but we'll see it...