Firehouse Subs Loretto Road — Restaurant in Jacksonville

The food and the facility was up to the usual good Firehouse standard, but we experienced some of the worst service we've had at a Firehouse. And we've gone to a lot of different Firehouse Subs over many years since they first opened. Perhaps because this location is new the staff this Tuesday night need more customer service training? It started when I asked if the birthday reward still lasted a week. Our server looked at me blankly and didn't reply. I tried again, explaining my birthday was last Wednesday and Firehouse has always given you a week to use the reward. He slowly replied, "I think it's only on your birthday". I said did that just change, because my husband got a week to use his in June for his birthday. "Don't know" was the reply. I said is there anything you can do? "No". So I gave my order, showed my app to get my points and what do you know the cost of my sub was removed for my birthday. I said "oh it does still last a week?" No reply, just the blank stare again. My husband ordered, we got our food and it was good. Although it was packaged to go. Our server never asked if we were eating there or to go.

It was not at all busy while we were there. There was an employee lounging at one of the tables when we first arrived and he stayed there for quite awhile til he walked to the back. Not sure if he was working or not. As we ate, another couple came in and waited about ten minutes before their order was taken. They were the only ones waiting to order. Then someone came in for a to go order...which wasn't ready. Then another person came in with a to go order that was incorrect. It was corrected and the to go order given out. The couple who had ordered finally got their food about 15 minutes after ordering.

There were 3 employees in the store, the dude hanging out at the table and a lady who handed us our order. The only one I actually saw making food was the guy who took our order. Maybe he was so uncommunicative because he was thinking about the food he needed to make?

One thing to his credit was that he asked if everything was alright for us toward the end of our meal.

I think management needs to check into what's going on at this new location. It's very close to us, but not sure if I'll go back there if that's the service we...

I ordered a meatball sub through the self order,charged my card,the manager Teresa yelled at me I had not placed order I showed her my charge and the sandwich maker brought 2 subs up She told me she was to busy to even look at my order.then proceeds to make fun of my eye which I had eye surgery,then tells me to call corporate. I was very polite and asked Theresa to please fix it.she said she did not have time for patch eye?I just had cataract surgery. Very disrespectful then took off her name tag to play games Will never go back.making fun of someone who has a eye problem?The sandwich maker said he was sorry for the mistake.DO NOT go to this location. Blond haired manager Theresa who makes fun of the elderly and cripple.Will pray for her as she has no empathy except to make fun of someone.Maybe one day she will receive the same treatment.Makes you wonder if a manager runs the store like that,shows that manager does not need to be around people Also insulted my dad who is 93 yrs old who has a walker The food has always been good.the manager Theresa should not condemn elderly people and laugh about their health issues.Food is good,need a new manager as the sandwich makers have more respect then their leader.maybe she could learn people...

Came in to this store 20 min after 8 pm. Today 10/6/25 to find all the chairs stacked on tables. This is not the first time. I have eaten here for years. Sometimes my schedule changes and I don’t get to eat dinner till 8 pm Or later. It would be nice to be able to sit down to eat my dinner. The employees do this on purpose to deter customers. And if you do order something they have an attitude. Today was the last straw. FIX YOUR EMPLOYEES OR I WILL TAKE MY MONEY ELSEWHERE. I will make sure I tell everyone I know. Evidently loyal customers are not important to these owners.

Also the so called manager never does anything. He is always on his phone on a personal call. Last week the coke was out. Today it was pickles. (I heard a customer complaining as we both walked out ) How does firehouse not have pickles. I’m guessing someone was too lazy to go get a new 5 gallon bucket. FYI THERE ARE PLENTY OF SUB SHOPS...