Firehouse Subs Austell Promenade — Restaurant in Georgia

I did not have a great experience my first visit to this location today. I asked for part of my order to be packaged to-go but I would like it all at the same time (my husband was going to eat his while sitting in the car with my sleeping son while we ate a quick meal inside). They forgot to bring out my toddler's order, so I just asked for it to be packaged to-go also. Then an employee walked to my table and informed me they were going to keep my husband's sandwich warm for me which was a nice gesture, but I reminded them I needed it now. Several minutes go by while we were eating with some other family members and I realized I still never received the rest of my orders. When I went to ask if my hook and ladder was ready she said yes. I asked if my grilled cheese was ready she said yes --- it had just been sitting there bagged up behind the counter and my name was never called. I ran it out to my husband and came back in to finish eating, when I noticed my 6 year old's grilled cheese was only grilled on one side. The other side had soft bread and the cheese was still cold. Irritated and in a rush, we just left. While telling my husband about it, he checked my other son's order and his grilled cheese was also only grilled on one side. I had an okay interaction with the employees and can excuse the misunderstanding about the sub, but I am very disappointed about my kids' sandwiches being undercooked. I wouldn't eat here again and I will stick with our regular...

First off, this is the second time this place has screwed up my order. Tonight I ordered through Uber Eats and was delivered the wrong meal. I called the store and,spoke to Trisha and explained the situation and she gives me all kinds of excuses. Then I asked her if they check the uber eats before the go out she says "maam we have all kinds,of orders here" first off i dont care how many orders you have, again do you not look at the orders going out if the building? She told me that i needed to call uber eats to have my order be sent back to me because they can not do anything about it, i aaked thecsane question and she hangs up on me!!! Really a,manager yea thats rwal customer service there. Then when i called back they continued to let the phone ring. I got a,ride and went up there just for Trisha to tell me that my food went back out bc another customer called up there and had the wrong order !! Really so which is it? You cant do nothing or you can? I asked for a refund was told all the can do is remake it. Really never heard that before. Then they employees were mumbling under their breath after i said what i said to her. Real good customer service people. Not one time did Trisha make a attempt to compensate me for their screw ups, not once but twice in one night!! I know this won't make a difference to nobody but I will NEVER spend my money in this...

I’ve had two VERY bad experiences with this restaurant. The manager Zachary was very and the cashier Brooke is rude and prejudice towards black people. I ordered a sandwich that was not made right and asked for it to be re-made...she refused to remake the sandwich and was VERY confrontational. I asked for the GM info and she referred me to Zachary who also validated what she stated about replacing the sandwich. Brooke started to talk very loud to me and starring as if she wanted to fight me. This made me VERY uncomfortable as I asked her if there was a problem... she then asked if I had a problem...all of this is being said in front of the manager and other customers. Zachary then asked her to calm down and go to the back but she continued to talk under her breath about me. This is VERY unprofessional and I would advise for anyone who reads this to not support this store or behavior. I did file a complaint with the FL office who told me that Mike Bullard the owner would contact me. If not I will go farther with my complaint. The store was dirty in which it always is when I go there and this place really really needs to work on customer service. I’ve heard others complain about their customer service and now I agree 100%. I will NEVER step foot in this location again. Brooke and Zachary definitely need to be behind the scenes....not dealt...