Firehouse Subs Gaston Mall — Restaurant in Gastonia

Hello January, 15th 2025 between 5:15 pm-5:29 pm I had to a visit to the Gastonia NC Firehouse Sub for the first time. I was abruptly disrespected by the General Manager name Ms. Vonya. I was verbally attacked with aggression as the General Manager tried to insinuate an act of theft on my part as I was just doing my job as a Door Dasher. I was instructed by polite team member to grab a Coca Cola bottle from the cooler for my customer. The team member also told me when I’m done that someone would help me at the register to print out a receipt. I thanked the young lady as I proceeded to walk to grab a Coke bottle out of the cooler. Before I could close the cooler door fully. Ms. Vonya came from the back of the house kitchen. She took one look at me and said in gross conduct “So you just gone go ahead grab a coke ” with a sarcastic tone. Ms. Vonya then proceeded to say “you just out here grabbing a coke with no order”. I was baffled and speechless at first. I had informed her in a respectful tone that I have a Door dash order that called for a 20 oz coke and that her team member instructed me to grab the coke. Ms. Vonya rolled her eyes and elevated her tone and voice as she proceeded to say to me “ Come on what’s the customers name”, she repeated twice, rushing me in a rude manner. I Immediately I felt humiliated, disrespected and harassed for no clear reason at all. I was completely confused. Because not only is she addressing me where customers are an audience. But also her team is listening and being an audience while trying to work. I have been a dasher for over a month now. My ratings are 5.0 (Perfect score since the started dashing) which carries the highest score to earn while dashing. My completion rate is at 100%. I also rank in the highest tier in Door dash, called “Platinum status” for my hard work and impeccable Door dashing skills. All my stats can be verified through Door dash and my Door Dash App. I love Door dashing because I know there are sadly many Ms.Vonya’s in the restaurant world who don’t take their job serious or lack there of. I’ve been in the restaurant world for over 16 years. I recently retired last year from my restaurant career for being the HR director and Operations Manager for Chick Fil A. I love Door dashing to give customers what they are missing in this industry. Which is amazing customer service in many different forms. Going beyond and above for the customer and most of all respect! I currently pursue my career as a logistics broker in Charlotte NC. If Ms. Vonya was my employer there would be serious consequences to her actions. Consequences that would even include termination for such poor distasteful leadership and a poor representation of the Firehouse Sub legacy. Have we really come to world where customer service is not number one anymore? Do you condone Ms. Vonya behavior and let her get away with it? As common decency, I never recieved a “Hello how are you doing today?” How can I help you with your Doordash order? Do you have everything you need for your customer? No greeting from Ms.Vonya. No thank you either. Instead I had to deal with a rude manager who didn’t care what kind of experience I had or how she had completely ruined my night. I never ever had a problem door dashing. Yet alone no problems or issues with other restaurant establishments until today. Not only did Ms. Vonya acted very careless in front of her staff. She wanted to blame her team for her wrongdoing. As she stated aloud “This why yall need to take one customer at a time” Whatever that may mean. I witness the team members doing their job correctly. I would hate for any customer or staff to endure the lack of incompetent leadership I have witnessed today. Everyone has had a bad day at work before, We don’t take it out on our customer or co workers. We channel our energy by staying positive and finishing the day strong. No wants to be or feel disrespected either, totally unacceptable and no excuses what so ever! Today should have been a team effort for my Door dash customer...

if I could rate this restaurant a 0, I would. I am 32 weeks pregnant and came to fire house because I was craving a hot steak and cheese since I can't eat cold deli meat due to being pregnant. I walked in and walked up after the gentleman in front of me to be told that there was a 20 minute wait, to PLACE my order due to the location doing catering order. I fortunately didn't have anything to do and was perfectly fine with that wait because I really really wanted this sandwich. when I expressed to the manager that was taking the orders that I didn't mind waiting, she rolled up eyes and seemed visibly frustrated. I immediately got to problem solving for myself because I work retail and try to not pack more into someone's plate and asked her if it would be easier for me to place my order online and wait that way, she then told me it would be so I sat down and proceeded to download the app. Right after I sat down, a lady walked up and was able to order almost immediately. I thought that maybe the manager was explaining to the woman that it would be a 20 minute wait for her order to be taken as well, however, after she paid and was handed a receipt I realized the manager just didn't want to help me. I walked back up and asked why she was able to place her order but I wasn't and the manager stood in front of me and told me that they had "caught up on orders" when I told her that I was literally just standing up there and that my app was still downloading (to help her understand no time had passed) she then got an attitude with me and told me she would then place my order if I still wanted to. I asked for her name and store number and she proceeded to walk away from me and ignore me. I sat in the store for 20 minutes after that to make a complaint with corporate and was ignored literally the whole time and I continued to watch every single person get their order taken. Normally I try to let stuff roll off of my back but due to me being pregnant, at this point I feel discriminated against for multiple reasons and something needs to be done. I have frequented this location many times wouldn't recommend this...

Was in restaurant tonight to enjoy dinner, and there was no ice in machine. So we told the counter clerk and sat down to wait. No big deal. There was a steady stream of customers with only one young girl taking orders. While 4 people milled round behind the counter, cracking jokes. I felt bad for her, but even worse when she took the last order and went to fill a big bucket with ice, carry it out to the seating area, and dumping that big bucket into the top of the soda machine. She did this twice, God bless her!. Skip ahead, and young male (NOT a man for sure!) Filled a ice bucket that was sitting on the dirty floor. He proceeds to dump the bucket in the top of soda machine . Then my jaw dropped when he took that bucket and put it directly on top of the ice to see how full the machine was! That nasty bucket that had just sat on the FLOOR! He filled another bucket. And he did it again!!!!!. I m sorry people, but that is just NASTY. My companion spoke up at that point. The kid actually grinned and shuffled off. I asked to speak to the manager... Told her about this and She said she would have him empty the machine and refill it. While we sat there, he did shuffle back out ... With a Ladder this time. He took one bucket out and took it back to kitchen. We got up to leave, totally disgusted with this whole dinner!. I get outside, and there he goes, dumping a bucket of ice BACK IN THE MACHINE!. I absolutely will NEVER return to this place in GASTONIA. thanks for ruining not only my meal, but ruined my taste for Firehouse Subs!. Do not eat here people!!!!. It is not clean and employee...