Firehouse Subs Germantown — Restaurant in Germantown

This was absolutely one of the best experiences I’ve had at a restaurant in years. I was going to pick up lunch for myself and my sister who was going through chemo nearby. I felt like my order was complicated because I was asking for things to be made/cut/wrapped in specific ways and I hated to be difficult right in the middle of crazy lunch hour rush. But Amber, the sweet cashier, made me feel so at ease—not only did she assure me that I was not being difficult, but she made me feel like I was the only customer in the room. She even gave me a cookie and try their new fries on her to take to my sister. I truly felt so valued and seen as a customer. And of course, the order was absolutely perfect and the food was amazing. To the team at that location: thank you for taking care of your customers, for giving them value and treating them with kindness. To corporate: you have a fantastic team of people there and you should be very proud of them....

This review started off as a 1 start rating. I ordered a salad last night (11/20/24) via the app for pick up. Once I arrived home, excited to eat my salad only to find brown, yes brown lettuce mixed in. Needless to say I didn't eat it. So today, I went back to the location where I got my salad and received the BEST customer service experience from Amber. Amber didn't question me, see looked at the receipt, offered several apologies then asked if she could make me a new fresh salad. Of course I said yes, then Amber hands me a cup for a drink, I informed Amber that I didn't purchase a drink with my order, Amber then says it's the least I can do for you having to come back. Then Amber went a step further and refunded me.. Keep in mind that I wasn't looking for anything free, I just wanted what I paid for to be correct. This is how customer's complaints/issues should be handled, professional and stress free. Thank You Amber and...

Great service and atmosphere, but I give the food 2 ⭐️ because after 3 times my order was not right!!! Whatever I get I always want it fully involved!!! Each time my large steak n cheese I asked for it with everything and my medium engineer the same way!!! Twice, they both were wrong!!! The last time the engineer was right, but the steak n cheese was wrong!!! I’m like how and you got the ticket for them both fully involved!!! Even after all of that, two sandwiches were replaced with no hesitation!!! Staff is great, I believe the guys are just working so fast and talking that they just made the sandwich the way they know it comes and just missed the fully involved part!!! At least that’s what I am going to choose it up to be!!! I will wait a while before I order again from this location again, just to see!!! I also now know to check my food before I...