Firehouse Subs Garner — Restaurant in Garner

I just experience the WORST customer service from this establishment. I placed an order online to be picked up at a specific time (on my lunch break). I got a confirmation email stating specifically that when I arrive I can bypass the line and go right up to the counter and pick my order up since it had already been paid for. When I got there I didn’t see it bagged yet so I asked where I should go. They asked me for me name and told me it was ready. I proceeded to get my drink and then went back to the counter to wait for it. It wasn’t until about 5 minutes later when I asked for my order (after standing there waiting) that I was told I needed to get in line to be checked out. I reminded them that I paid online and they had already confirmed my name when they initially said my order was ready. I told her what my email said and she started arguing with me insisting I still needed to be rung up. I didn’t raise my Voice nor did I argue so her immediately defensive reaction was absolutely unnecessary in a lobby full of people. I got in line and waited for a while until Finally I get to the checkout counter and the guy ringing everyone up walks away. So again I’m just standing there. Eventually she came over and asked someone where my order was and just handed it to me. Didn’t ring me up or do anything other than hand the bag to me. She then started yelling at me as I walked out with my order. What is the point of an online order to speed the process up if it doesn’t do anything quicker? I think the management team at this location needs to be re-evaluated and some additional training should be provided. My advice to future online users.....don’t...

I have decided to upgrade their rating to a 5 star because the general manager Nate, took my concerns seriously and apologized for the situation. He offered me a replacement for the food that I was refused and addressed it with the crew. Thats excellent customer service.

Original review- 1 star I could give this place a no star I would. The way the staff acts is extremely unprofessional. Especially the night crew that was working tonight (12/13/20). I ordered a veggie sub at 8 because I'm vegetarian and can not have anything else on the menu. The "shift lead" called me to tell me they did not have any peppers or onions made and they weren't going to make more because they closed in an hour. They said they had them in-stock but weren't going to make them for my order. They said they could make them uber eats or other to go orders but would not make them for me. I said I wanted the shift leads name so I could report her to uper management for wrongly refusing to make my food and she hung up on me. I tried to call back to witch they decided to hang up on me, press buttons so it would just beep, answer the phone and leave on the counter but not say anything. They didn't even tell me if they refunded my order. This is disgraceful and no one should have to be treated like this at a...

I visited this location at lunch today as I needed a quick bite and love firehouse. It was 12:25 and it was packed and got even more packed as I was there. There were only a couple people in the line, so I got to order quite quickly. I then stood and waited for my food. I waited some more, and after seeing how many people were in there I knew it would a while before I saw my food. I was on the way to a business meeting and had to leave firehouse by 12:50. Well when 12:50 rolled around, about 20 minutes later, I still hadn’t had my sandwich. They were swamped, but it did kind of suck. I told the young lady behind the counter to give my order to someone else or hold it for the staff as I had to go. She apologized for the wait and I thanked her and went on my way. This evening after my meeting I was driving back through, and decided to stop to see if there was anything that could be done about my lunch mishap. The gentleman there was incredibly kind and remade my sandwich, a size bigger than I ordered, and gave me a cookie for my troubles 😊. He was polite and kind and really wanted to make it right. The sandwich was fantastic, and I will stop by that location whenever I can again, just maybe not at peak lunch when I’m on a...