Firehouse Subs St. Johns Town Center — Restaurant in Jacksonville

Honestly the worst experience we have ever had in a restaurant. I was really hoping to have a great sandwich on this Saturday at a restaurant we enjoy going to. I know it was busy but the customer service and the experience was THE WORST! We had ordered a soda and chips with our small sandwiches. The soda machine was broken and the employee’s response was “an employee messed it up”. My husband’s order was made completely wrong because he cannot have anything on his sandwich except the meat cheese and bread. Mayonnaise was added and he went to the counter and asked the sandwich to be remade. We waited an extra 20 minutes and I had already finished, my husband went to check on the status of his remake and the employee said “What?” and he asked about his remake, the employee stated “I already gave you your food” and he stated “no the remake”. The employee responded “I don’t do remakes” The employee helping at the register was helpful and refunded half the order, despite the fact that the employee stated to throw the drink cups away even though the only thing that was available was unsweet tea or sugar free drinks (neither of which were what we wanted) We canceled the remake because at this point, with the experience of customer service and having a lack of machines that work at all, we and left to go to Chick-fil-A so my husband could actually have something to eat and we could have WONDERFUL customer service. We will definitely never EVER be back to this location. I have never in my life experienced something like this in this location. Luckily the half refund showed up but the receipt machine could not even give a receipt for the meal. I don’t know why this location has SO MUCH broken in it but I would not recommend this...

This is an update from a year ago. I am adding to the comments from a year ago based on food quality and atmosphere. My meatball sub didn't taste right. It was a combination of tasteless meatballs and sauce. It seemed to be missing that tasty flavor that Firehouse is known for. I didn't want to ask for it to be remade since the confusion between the associates on completing the other orders was unsettling to hear. So I settled for what was presented to me. The soda machine may need a servicing. Either the lines need to be flushed out, nozzle cleaned and or calibration needs to be adjusted. Upon selecting the soda and pressing the pour button, the machine spits out what appears to be prior drinks into your cup and leaves a residue around the inside. The conversations of the employees about their schedule and how the Person In Charge was counseled in dealing with another associate was not necessary for customers to hear. When employees take their needed breaks, they need to be courteous of customers around them. Their music from their phones should be heard by them only. Not professional. There doesn't seem to be any improvement. The following is from last year.

The attitudes from both employees was not well received. The snappiness to questions was rude and when I asked for a take out box, she tossed it on the counter and quickly turned away to talk to the other associate. A smile would be wonderful, but didn't receive that. The men's room was atrocious and seen in photos. We usually frequent this Firehouse, but if this is the new trend we will...

I placed a catering order for 2 deluxe platters on 3/16/24 to be picked up the next 3/17/24 at 3:00pm. I received a call on 3/17/24 at 2:00pm from an employee stating they could not fill the order and while running down a list of what they were out of she is laughing...yes laughing. Mind you this is 1 hour before my pick up time to feed a party of 40 people. While the girl is laughing the manager on duty take the phone from her in the mist of her laughing also and then gets on the phone trying to sound professional and explaining basically I have no order 1 hour before my event. I was so upset and distraught I could not believe what I was hearing. The laughing along was so unbelievable I could hardly think straight. Why would you wait 1 hour before my pick up time to let me know you could not fill my order. I cannot believe a corporate chain like this could be so unprofessional. The restaurant left me scrambling to feed a party of 40 while laughing in my face. The 1 employee that called me and the Manager girl that worked on 3/17/24 at 2:00pm should be ashamed of themselves and realize what a devastating and stressful situation I was put in. I asked them to please call other Firehouses to see if they could fill the order but I basically got hung up on and they would not answer the phone when I tried to call back. Shame on you Firehouse. I will be...