Firehouse Subs Macarthur Park — Restaurant in Irving

This is my first time having an issue but my last time ever eating here. I ordered lunch thru the app and had someone pick it up for me. I asked for all of the dressings to be put on the side as I didn’t see an option to remove one that I didn’t like. Someone accidentally put the one I didn’t like on the sandwich then sent the sandwich to me anyway. I was completely ok with the mistake and asked that it be remade. On the ticket and on my confirmation it clearly reads SD and on the side for all the dressings. When I called to get this fixed the person on the phone said sure we’ll remake it! So I left work drove there and was told “this isn’t our fault, you didn’t ask for any dressings to be removed.” I then asked for a refund because I was not paying for something that was incorrect and was NOT my fault. The girl behind counter told me they can’t do refunds in the store I need to respond to the confirmation email. I did that and nothing happened. So I called and asked to speak to the manager later. I spoke to James who told me he can’t refund my money or remake my food. James told me he was the assistant manager, I asked who his manager was so that I may ask for them when I called back, he told me he has no reason to give me that information. He offered absolutely NO solution. I’ve worked in the food industry so I’m aware of what customer satisfaction should look like and this isn’t it. I gave them the chance to fix their mistake. Instead I got excuses on why they weren’t wrong. I believe that in order to retain guests you have to ensure you value them. My time and money held no value at this location and I will NEVER eat here again. It’s very unfortunate. And I will stop payment with my bank since I gave them their food back. So disappointing. I guess customer service is a thing of the past...

Last week the company I work for, ordered us about 35 sandwiches for the staff. Although many of the sandwiches were miss-labeled, we had to pick them up at the last minute instead of the original delivery plan. We also didn't get the right number of brownies/cookies. Despite all of that, I didn't really find it necessary to leave a negative feedback, I got over it just like most of our staff. What I find extremely bothersome now and totally unprofessional was that yesterday Fire House Subs reached out to us to let us know that they apologized for their mistake and that tomorrow (being today) they would redo our original order. Our office manager sent out an email to the whole company yesterday letting us all know not to bring lunch today that we would have sandwiches in the office. Now this morning we get another email from our office manager letting us know that Fire House Subs has canceled their commitment to redoing the order due to someone writing a negative review. I understand how bothersome this can be to them, to committing to redoing the entire order and then seeing a negative review. However I feel like this could have been handled differently. They could have reached out and let us know to speak to the person who left the negative review and reconsider writing a positive one after the order was done right. Instead we now have 35 employees who did not bring lunch and were counting sandwiches for lunch. I know I speak for most of my coworkers when I say this, we would've all preferred to have just left things as they were, instead of making false illusions...

• Order online - especially during busy times like lunch. You'll bypass so much line it will make you feel like a VIP. LOL *

Firehouse Subs in one of those sandwich shops that I enjoy the taste of, but when I can get a little bit bigger sub for nearly ~$2-3 cheaper across the street (Subway) it's tough to be a place that I visit often.

But from time to time I'll splurge for something different and that's what we did.

During this visit the food tasted great (but I've never had a problem with Firehouse Subs before), the NFL Wildcard playoffs were on all three TVs and they were so loud that it nearly felt like we were in attendence (but not so loud to be deafening).

Our only complaint would be that the staff was not really... engaging? They were not rude, but it also felt like they'd rather be left alone.

Bonuses about this place is that they have a couple of easy to get to electrical outlets, a wide array of hot sauces (from mild to extreme), and (like I said before) TVs so loud you'll never miss one word of commentary during a game (in fact, I could make out an announcer saying clitch instead of clutch).

Word of warning though, if you've never been to a Firehouse Subs before, they sell themselves as a "Hot" sandwich place. But I wouldn't call what you get hot. It's more like warmed up to me, so I would see if they can get it warmer if you like a...