Firehouse Subs Antioch Mall — Restaurant in Kansas City

Really not happy with this place. I ordered lunch here today for the very first time. I picked it up and returned to my office to eat it. I ate the first half while having a conversation with my coworker, I felt like something tasted off but thought maybe this sandwich place just isn't my cup of tea. Then I took one bite out of the second half and as I went back for a second bite, I found that the bread was moldy. I'm not happy I ate the entire first half before realizing it was moldy. I'm praying it is just this little bit and that I don't get sick. I tried to call and let them know but it goes straight to voicemail and says the box is full so you can't so much as leave a message. I ended up trying to go through the website but it just gives you a bot on the chat. It has response for you to choose from, none of which includes moldy bread. It told me someone should contact me in 48hrs. I can't go back in and take it to them, I was on my lunch break and don't have the time to now. Really not happy with this place. I will not be returning.

*Edit to add, I appreciate the apology I suppose. The message I sent through the chat bot finally gave me a response as well. Yet again another "sorry for the inconvenience," and "we appreciate your feedback." But no resolution. Let me be completely clear, not only do I want a refund for the MOLDY sandwich I received, but I believe that's completely reasonable! You just give a generic apology and tell me you hope to serve me better in the future?? No way will I ever eat here again. And I intend to let anyone I know not to eat here as well. It's absolutely ridiculous that you can't hardly get a hold of anyone and then when they do actually respond it's just a show of "we care." So that other potential customers still want to come.

*Edit again to add that a manager finally reached out to me via phone call. She also emailed me and because of the way the email looked I was reluctant to answer. (Cautious with scam/spam emails running rampant these days) I will be issued a full refund in store and do appreciate that greatly. I want to be sure to clarify that while obviously, the moldy bread isn't ideal, my biggest frustration was never the issue with the bread. Mistakes happen, things are missed, especially when it's lunch hour. My problem was entirely the lack of one on one communication. It took a while to get communication back, but she was friendly, apologetic, and fair. She explained the issues she's had with the phones and the system and sometimes even their suppliers. She explained how her store employees diligently checked all of their loaves to make sure no one else received moldy bread. I'm not too proud to admit that I was a bit too harsh. Give them a try, I will eventually. Just be sure to check your food BEFORE...

Food was good. That's not why I'm leaving a bad review.

Employee morale is visibly awful as soon as you walk in based on my experience. High stress and seems like they had very little support. There was a gentleman who sat there watching his two co-workers make sandwiches and one of them said "are you just not able to help at all?". He was very sluggish and possibly high. This frustration the employees dealt with was projected on to anyone needing help or wanting to order food. One couple that was a walk in was immediately berated at when they were told "yea, just so you know its going to take at least 20 minutes to get to your food. Not sure how long it will take." and they walked out. I think I saw another guy walk out too. I was waiting at the online order area when one employee snapped and said "there's a sign I put right here that says to call one of us so you're not just standing here!"... Why as a customer would I want to speak up when the stress level is obviously high? Why would I feel comfortable calling anyone's name when I'm already worried about making an employee upset?

I felt like I did something wrong by ordering my food. Like it was an inconvenience but working in customer service myself in the past, I could immediately tell the rooted issues I was looking at. I am able to not take these interactions personally but its a problem and these employees are on the verge of walking out based on what I saw.

To the franchise owners: get them the support they need. Fire the guy who worked today 2/27 6:00PM and raise the rate if needed to get someone who can actually help the people who are carrying your location. I can speak for anyone who witnessed today that this gentleman flat out did NOTHING and it effected the vibe entirely. Happy employees = better...

I wish I could say good things about this place, but I can't! Ordered lunch for a group of doctors and residents. The order was late. I picked up the order ( for 14 people) nothing was labeled. The staff complained loud enough all the customers could hear, the entire time I was in the store. "They aren't paid enough", "have not had a cigarette break", "customers should get the quality = to what the boss pays". I reached out to the owner and Kevin seemed great at first. Apologized, really wanted to make it right. Asked if I'd give them another opportunity. Told me he'd give credit for my bad experience. I also asked if he could get a receipt (I wasn't given one and it was a business expense) I never received the promised receipt or any credit/ store gift cards. I reached back out to him, thinking it was just an oversight. He apologized again and promised to address promptly. To this date, (5/17/22) I've not seen or heard anything from him. This happened in February 2022. I've been more than patient. HIGHLY DO NOT RECOMMEND THIS LOCATION!! (I was warned about this place but thought I'd give it a shot... I should have listened) I almost forgot to mention, while I was there waiting on my order that was late, the manager was telling people who walked in that they would have to wait about 20 minutes BEFORE they even took their order. This was at 11:15 am! Most people have limited time on their lunch break. Very bad customer service! It starts at the top and Kevin didn't set a good example in my experience. Definitely not a man of his word. To date, 1/2/2024 STILL HAVE NEVER HEARD FROM KEVIN, the owner. NOR HAS HE EVER MADE GOOD ON...