Firehouse Subs Valley Hills Mall — Restaurant in Hickory

This was my first time visiting this particular firehouse, as I was excited to discover one nearby to my current job site, but unfortunately it will be my last time visiting this firehouse. Not because of the food (it wasn't special, but it was edible), not because of any technical issues (mobile ordering was down), but because of the complete lack of service and respect by the employees there when I asked for a tiny compensation due to being mislead by their phone ordering, basically a bait and switch.

Here's what happened: I had a little time after a long day of metalworking, decided to place a mobile order at this firehouse I saw the other day, but all of the mobile ordering services were unavailable for this location. Ok, I figured I'd call in the order, maybe at least someone could tell me why they can't take mobile orders. I called in, and was directed through an automated system to place a phone order for that location, to my surprise it went flawlessly, it confirmed the order, took my name and number, and said it'd be ready in 15 minutes. Success! (or so I thought)

I arrived 18 minutes later expecting to be able to quickly pay and take my order to go, but was surprised to learn that the order was not placed! So, after waiting in line to place the order again, and waiting uncomfortably at a table (I'm covered in metal grindings and sweat from working, everybody else is dressed in their sunday outfits) the order was eventually ready.

At the counter I asked if they could throw in a single cookie for the unexpected wait, I normally don't ask for things like this, but I've previously had superb experiences at other firehouses around the country and wanted to give this one a chance to improve the situation a little.

The answer was a cold "no" then shortly after "if we did that we'd have to give everybody a cookie, mobile ordering is down for everybody."

I then reminded her I placed a phone order, which said it would be ready, not that it was down, and she replied with "it's not our fault the system is down"

I stared at her in disbelief for a moment, thinking how to improve this awkward situation, or to ask for a manger, etc, but then in clear annoyance at me she quipped a "have a nice day" laced with the non-subtle undertones of "I don't give af about your wait or how you feel, leave now"

At this point I realized, it wasn't a misunderstanding, I was understood perfectly. I was understood as a number placing another order for them to slop together and move on to the next, with no sense of respect to the customers who work hard so they can treat themselves to what should have been a great experience along with a sub.

I left with a chuckle, it was slightly amusing in the moment how she not-so-subtly dismissed me...I got in my truck increasingly annoyed at how the situation went, and quickly regretting having given them my business in hindsight. I thought about going back in to ask for the manager and demand a refund and return the food, but I didn't want to make a scene obviously, and was looking forward to a tasty sub to make up for it.

I got home...it wasn't tasty. It didn't make up for it. I feel annoyed that I even bothered with this firehouse in the first place, wishing to have never crossed paths with the employee there.

So I figured the least I could do is share my experience, and if someone at firehouse is reading, maybe ask yourselves what you could do differently to improve retention and get more people to really rave about your restaurant.

Here are my suggestions: ditch the automated phone ordering, not only do people not want to talk to a robot, but if a human had answered then either they could have told me they're not able to take phone orders, or would have actually taken the order avoiding the bait and switch that the automated system did. Introduce some genuine customer service training that covers listening skills, respect, kindness, and resolution. And lastly find ways to instill a sense of pride in being far superior to subway, lest you become...

We stopped in to give this location a try after a morning of outdoor fun with friends. I got the Engineer sub with extra black olives as a combo with drink and chips. There was a wait to get the food, but they were busy due to it being lunch time so it was too be expected. I grabbed my food and sat down and upon inspection I was missing one of the most important parts of the meal, the pickle! I went back and told the lady that I didn't get one and she apologized and quickly wrapped a replacement up for me. The sub itself was overflowing with turkey, veggies, etc and build very well! The bread tasted like it was fresh baked and the meat and veggies were very fresh as well. I highly recommend the Engineer sub and this Firehouse after this visit! Everything was delicious for all of us there and the ladies behind the counter very friendly as well. Definitely stop in for some good food and hospitality and don't forget to round up your total to help out first...

I was on the hunt for some soft foods for my brother he had his teeth pulled and couldn't really eat much, so I went here and I asked them what was the softest foods they had and bless them they went above and beyond!!! Mac and cheese with a side of chopped roast beef, a super soft cheesey sandwich he can pull apart and eat, and a side of stuffing. My brother almost cried because he could actually eat it!!! The girls working tonight at this location need raises because they delivered with so much care into making his food and asking me and other brother questions to make sure it was good enough for him. Top 100 off the chart service will definitely be back and seriously those girls need...