Firehouse Subs Keller Marketplace — Restaurant in Keller

This place use to be good, NOT anymore! I tried for over 30 minutes to place an order using a gift card I purchased as well as paying the rest with my credit card. Their app and their website don’t have any place now to enter a gift card, it use to. So I called their store and asked how to use the gift card through their website and the guy on the phone was totally confused and had zero clue what I was even saying. So then he puts the manager on the phone who was equally clueless and zero help! i went back online using their website to try to order and it wouldn’t allow me to place an order online and pay in the store! So I call the store again. I get the same guy on the phone again and I tell him I’m placing an order for pickup. He asked me my name. I had to repeat it three times to him. Then he said “we don’t have an order for you”. I said, you’re right you don’t, I’m the same guy that’s been trying to order now for 30 minutes and I decided to call and place my order over the phone and pay when I come in.

I’ve been to this location over a dozen times and I’ve seen a steady decline in their food as well as their staff who are totally clueless! It’s been awhile so I thought I’d try them again hoping they got better. They def haven’t gotten any better and actually gone further south at this location. I started placing my order with this guy and each and every time I said something he made me repeat it. Then he would repeat what I said and had it wrong each and every time. I truly hope the owner of this location cleans house with this guy as well as their manager. She’s obviously not doing her job as a manger and training her staff. It’s completely ridiculous to spend 30 minutes to order some sandwiches. Which by the way I didn’t even make it through the first sub when I gave up on the guy on the phone. It wasn’t loud inside their restaurant and I was speaking loud and clear.

Why they can’t even take an order over the phone is beyond me. Their store rating has gone way down over time as well. I will NOT use this location ever again. It’s a huge waste of time to deal wit’s any place like this. If I could give NO STARS that’s exactly what I do but it doesn’t have that option of course. AVOID this location unless you want to waste your time as well as deal with a location that doesn’t have the customers best interest. This location should hire a new manager and either train their staff or clean house, what a waste of time with all of this garbage. Like I said above, their food quality has been going down over time as well. I should have never given them...

I would give no stars if I could for this location. I placed an online order on 2/26/23, and my wife walked in to pick it up. She was ignored while she was in there and when she spoke to an employee about it, two other employees argued with her, and one called her a "Karen." Only 1 sandwich was made properly, the rest weren't, and an item was left off. I filled out a survey, and the General Manager Rayne insinuated my wife was lying about the incident, claimed the other customers were helped because my wife didn't know where to stand, and told me that I could have my money back if I came back. (It was never addressed why NONE of the employees offered to help her. She was in a neck brace, so I would think a restaurant started by firefighters would have compassion). Nope. I don't need the money that badly, and I don't need this restaurant. My wife wouldn't lie about this. I also have two brothers who were firefighters. One retired, and the other died in the line of duty, so I have tried to help this establishment, but I definitely won't be giving this store anymore of...

Visited for the first time today, 4/12. I downloaded the app & had a free large drink offer. Asked cashier if I could use & they did not seem friendly toward their own app. She said “we don’t carry Large drinks anymore.” I said “well, can you ring it up as a large so I can use the app coupon and give me whatever size you have?” She ended up saying yes, but was just odd they seemed reluctant to figure out a way for me to use the reward in their own app. Ordered a cookie - the chocolate chip cookie was so hard it was actually difficult for me to break in half with my hand. Not sure if they are supposed to be this way , but I like soft cookies and this seemed hard and stale - ended up throwing it out and wasted 99 cents. I am not a fan of the Freestyle Coca-Cola machines and would be nice if they just had a regular Coke fountain - the drinks from the Freestyle always taste a little off. On a positive note - the Cajun chicken sandwich was really good. I loved the flavor and spice of the sandwich between the Cajun chicken and Cajun creole mayo. I would...