Firehouse Subs Normandy — Restaurant in Jacksonville

Have been here multiple times only to be disappointed without fail. Every. Single. Time. Yesterday however was the icing on the cake. Every sandwich we ordered was wrong. We let 3 of the 4 slide because they were busy. However when I saw my sandwich smothered in what they call “the works” after ordering only mayo and lettuce I asked them to remake it. Telling Sabrina the manager 3 times what I ordered originally (a hook and ladder with only lettuce and extra mayo) as to make sure it was done correctly, I was unknowingly given an Italian sub with salami which I am highly allergic to. I didn’t eat the sub there as my family was done with the failed subs they initially received by the time I got my second failed attempt at a sub. When my husband realized around midnight what was on the remade sub he quickly put the remaining back in the fridge and told me to make sure to call and alert them and tell them at this point we were a bit frustrated at $40 worth of subs being this much of a headache. When I did finally have time to call today around 3 I was questioned by the manager Sabrina who made the second failed salami sub herself as to why I hadn’t made the time before now to handle this situation that happened so very long ago. She showed zero concern that I could have been put in the hospital by her mistake and instead questioned me as to why I would order an Italian sub when I’m allergic to salami. Shortly following, I tired to explain to her that I homeschool and this was when I had time to call only to be cut off and talked over, I was hung up on. Upon multiple attempts at calling back I was ignored repeatedly before being answered by employee Deja nearly 30 minutes later. When I asked to speak with Sabrina the employees proceeded to pass the phone around pretending to be said manager because clearly she didn’t want to talk. I still haven’t spoken to the lovely Sabrina again but I did speak with her manager and with corporate and Sabrina will be thrilled to know that I’ll be personally bringing her salami sub back just to make sure I’ve answered all of her questions about her mistake as she called it. Oh and thank you so much for teaching me what customer service truly should be...well what it shouldn’t be.

PS Hope you don’t actually hospitalize someone someday because you’re too lazy to do your job and too irresponsible to take responsibility for your...

Second time my partner and I got subs here, and it's the second time our subs were hardly edible with how soggy the bread was....I'm not sure what is going on there, but since I had this experience previously I made a point to ask the cashier to ensure there was a normal amount of oil / vinegar applied as my condiment as lost time I got a soup vs. Sandwich.....and even though the guy preparing the sandwiches was right next to her, she said she couldn't guarantee it wouldn't happen again, but would say "light" oil and vinegar on my order....even though that's not what I wanted : / I just wanted a normal amount but to get it I apparently have to risk getting a sandwich dry as the Sahara to increase those odds.

Additionally, I thought firehouse always cooked their subs? The sandwiches might not be so soggy if they actually toasted the damn buns. Bread was completely untoasted, but the cheese was melted on the meat....so clearly that was at least cooked, just not the bread. -_- . Additionally......they also gave me mayo on the sandwich + oil and vinegar. Didn't want the mayo.

I tried firehouse subs again because my partner loooves it, but after this experience we'll be going to the subway when grabbing subs within our houses proximity : l ....I feel bad for him the FHS near our home is of such sorry quality and feel validated in affirming why I didn't get subs from them...

UPDATE I received an email from Firehouse to contact them on their site about my HORRIBLE visit.... NO RESPONCE NO REPLY - just like their service- they never followed back up.... Horrible Customer Service!!!

HORRIBLE!!!! They ran out of almost everything and didn't advise of the condiments they did not have until they gave me the bag to go.... I ordered a hot turkey sub- fully involved, sub Monterey jack cheese instead of provolone cheese, add italian dressing, add cucumbers, oregano and extra lettuce... what I received was wet bread with light lettuce, turkey and cheese.... nothing else on the sandwich; inside the bag I received packets of mayonnaise!!!! I should have threw it back at them- instead, I decided to write a review of how poor, unprofessional and unorganized they are. I wouldn't recommend them to anyone. I understand supplies to run out or trucks come late however this doesn't excuse the manner in which business should and could be conducted- even in the most inopportune times. The people were ghetto and very unprofessional... the restaurant need to be cleaned. If you want bottom of the barrel service- this is the place to go.... if you prefer professionalism, integrity and character- stay away from...