Firehouse Subs Rosedale — Restaurant in Fort Worth

Dear Firehouse Subs Customer Service,

I am writing to express my profound disappointment with a recent experience at one of your locations. My boyfriend picked up our mobile order from your store, but when we got home, we realized that the two large fountain drink cups for our combo meals were missing. The cups were neither in the bag nor placed next to the food items. I called the store to request a refund for the drinks, and I was connected with John. John told me to return to the store to get the drinks. I explained that this solution was impractical because making another trip would mean our food would get cold, defeating the purpose of ordering a meal. I also pointed out that eating our meal now and returning later for the drinks was equally unreasonable, as it would mean we wouldn’t get to enjoy our food with our drinks. Despite my explanation, John insisted there was no other option and seemed to imply it wasn’t his fault, even questioning why I was bringing this up to him.

During my boyfriend’s pickup of the food, there was already confusion as John had asked if the order was paid for, which suggests a lapse in the restaurant’s order management. When I expressed my frustration over the phone, John became increasingly frustrated and said he wouldn’t continue the conversation if I didn’t accept his offer. I mentioned that I would contact corporate if necessary because this was an unlawful practice – I paid for something I didn’t receive, warranting a refund.

John then passed the phone to Samantha, who later identified herself as the manager. From the onset, Samantha was uncooperative and dismissive. She claimed that a refund could only be processed if I came back to the store. This left me confused because there should be a way to refund an online order through the same system it was placed on. Samantha then questioned why my boyfriend didn’t ask for the drinks when he picked up the order. I found this to be a diversion from the main issue – it is not our responsibility to ensure the completeness of our order; that falls on your staff.

Samantha’s suggestion that we would’ve had to fill our drinks ourselves would have been acceptable had we received the cups in the first place. Her unwillingness to process a refund over the phone and her condescending attitude made the situation worse. She finally said I could either come back to the store for a refund or contact corporate, which is what I am doing now because it is unacceptable to expect a customer to make a second trip for an error made by the store.

This experience has been highly frustrating and reflects poorly on Firehouse Subs. The customer service I received from both John and Samantha was dismissive and unprofessional. Accurate order fulfillment and respectful customer service are fundamental, and this situation could have been easily resolved with a refund through the original payment method.

I hope this feedback is taken seriously to prevent such issues from occurring in the future. Training your staff on handling customer service issues effectively and ensuring that orders are complete before handing them over to customers is crucial. Firehouse Subs should prioritize customer satisfaction and ensure that all orders are accurate before being handed over. Additionally, training on handling customer service issues more effectively would prevent situations like this from happening. We choose your restaurant for quality, but this experience has made me reconsider our options.

I hope improvements can be made to prevent similar issues...

FIRST AND FOREMOST I HATE WHEN A PERSON JUDGE A BOOK BY IT'S COVER. I'M A BLACK FEMALE. I WAS OUT DOING LAST MINUTE SHOPPING BECAUSE I HAVE TO ADMIT MYSELF TO THE HOSPITAL TONIGHT TO BE INDUCED TO GIVE BIRTH. I WORKED UP AN APPETITE SO I DECIDED TO DROP IN @ THIS LOCATION TO GRAB A SUB TO GO. I'VE BEEN TO TWO OTHER FIRE HOUSE LOCATIONS ONE IN DOWNTOWN FORT WORTH NB NEXT TO THE HOSPITAL I'M GIVING BIRTH AT AND ONE LOCATION IN IRVING NEAR THE IRVING MALL. I'VE NEVER ENCOUNTERED SUCH RUDENESS AND DIRTY LOOKS LIKE I DID AT THIS LOCATION. I CAME IN WITH A BRAND NEW FLOWY LOOSE FIT DRESS AND THE $1 OLD NAVY FLIP FLOPS WHICH WERE NEW AS WELL I PUT THEM ON AFTER MY FEET STARTED SWELLING FROM ALL THE WALKING AROUND I WAS DOING AND I PICKED UP A NEW HEAD SCARF TODAY WHILE I WAS OUT BECAUSE I WAS TIRED OF MY HAIR BLOWING ALL IN MY FACE TODAY. #PREGNANTWOMENPROBLEMS. ANY WAY IN A NUT SHELL I WASN'T DRESSED TO IMPRESS AND I CAME IN GREETED EVERY ONE AND THE LADY AT THE REGISTER KEPT STARRING A WHOLE UPSIDE MY HEAD AS IF I WALKED IN TO TAKE AWAY SOME ILLEGAL IMMIGRANTS. THEN WHEN SHE TOOK MY ORDER HER TONE OF VOICE WAS SO BITTER AND LACKED professionalism. I HEARD HOW SHE SPOKE TO OTHERS BEFORE AND AFTER ME N THERE WAS A DIFFERENCE IN HER APPROACH TO THOSE WHITE CUSTOMERS. IT'S SAD BECAUSE THE GIRL IS YOUNG SO MORE THAN LIKELY SHE LEARNED THE IGNORANT MIND FRAME FROM HER PARENTS WHO VOTED FOR THE ORANGE MAN. WELL SORRY TO SAY I'M BLACK I'M HERE TO STAY I'M 100% POSITIVE I MAKE MORE THAN BOTH HER PARENTS COMBINED PLUS HER HOURLY WAGE PLUS THE STORE MANAGER AT HER JOB SALARY AS WELL. I LIVE RIGHT DOWN THE STREET IN THE BLUFFS SO THE JUDGMENTAL LOOKS CLEARLY SHOULD'VE BEEN COMING FROM ME IF I WAS A RACIST. PICTURE OF THE LITTLE...

Absolutely terrible.. I literally spent $46 and didn't even eat the sandwich it was so gross a complete waste of money. The mayo they put on was sweet it must of been miracle whip my entire sandwich even the meat and bread was sweet and just unedible. I ordered two large hook & ladders I believe it was called my spouse didn't eat his sandwich either as it just wasn't good bread wasn't even toasted and very tough. The loaded baked potato soup was decent the macaroni and cheese we ordered was runny and over all it just wasn't good. For this being our 1st time to have and try firehouse subs it will definitely be the last the meat didn't even taste good either it tasted like the cheapest form of deli meat u could purchase from Walmart. I will be sticking to potbellys, schlotzskys, Jason's deli or Jimmy John's after this experience. Lastly the container they gave my spouse his sandwich in appeared...