Firehouse Subs Hurstbourne Parkway — Restaurant in Kentucky

I really want to love Firehouse Subs, but after two less-than-stellar visits to this location I have to resign myself to the fact that, in a town up to its armpits is sandwich shops, this location suffers too many shortcomings to garner my repeat business.

First, I love the concept. A sub house created by firefighters. Menu items with names like the Hook and Ladder and the Firehouse Hero evoke heroics and pay tribute to first responders are the centerpiece of Firehouse Subs. The decor is decidedly FireFighter-esque and tells a story that is, at once, brave and sad.

Our first visit was quite a while ago and the service was average. Very, Very average. A part of that could have been because, as I recall, we arrived very shortly after they opened on a Sunday. Having spent many years in the restaurant industry I know how it is when people show up when you first open the doors, but at the same time you need to be ready for it. The first visit was met with a nearly audible "sigh" from behind the counter. In retrospect, it was the pretty indifferent treatment on our first visit that kept us from coming back sooner.

Fast forward to our most recent visit. We weren't the first customer in the door and arrived about 11:25 on a Sunday morning to a couple of tables already occupied and when we placed our orders there was one other person who was waiting on a take-out order. Our orders were placed at 11:27. A few more guests came in and placed orders while we got our drinks and sat down to wait for our food.

On the drink station the Dr. Pepper ran out while filling my cup. Bill came out to fix it right away, but for some reason the Dr. Pepper button was grayed-out. Don't know why. No explanation was given. Never got Dr. Pepper.

After about 10 minutes we started looking at our watches and noticed that orders were piling up and no food was being delivered. At this point we heard someone behind the counter say that the toaster wasn't working. Bill to the rescue (again) and eventually orders started coming out. 17 minutes after we placed our orders our food was delivered. That's more than a bit outside the norm for a sub shop, and I'm sure was well outside of the delivery standard of Firehouse Subs. Food delivery wasn't met with an apology or any kind of acknowledgement that this too WAY longer than it needed. My sandwich was warm - not hot - and my wife's soup was the same way because it was put in the bowl when we ordered it - seventeen minutes ago.

Food service delivery aside, I took issue with the way one of the managers talked down to the staff. Down. Condescendingly. As if she was talking to an elementary school student who was expected to know something at a high school level and being disgusted that they didn't pass the test. All she did was snip at her employees and at Bill for the duration of our visit. Having spent years in fast food management I know that you'll get better results out of your employees if you treat them and talk to them with respect. Condescension is not a way to team-build, but it's a helluva way to increase employee turnover.

Excessive food delivery times. Soft drinks unavailable after being replaced. A manager who talks down to employees. Not a place I care to frequent, especially since Which Wich (a couple hundred feet away) is, in this reviewer's mind, a...

Poor service twice now at this location. I ordered online and came in to get my pickup order. The order was not at the pickup station. 5 minutes Iater I finally the attention of the staff. They didn't seem too concerned with my issue. The staff wanted me to wait in line because they didn't receive the order. They were showinasking Aftereachother what to do theand ga gentleman who worked their said to ring me back up. I wasn't paying again as I had paid online. The staff made me wait in the line. I left. I don't think it's acceptable to take 10 more orders and not address a problem a customer has. I left the store without my meal. Called the corporate office they told me a store manager would call me and my account would not be debited. Today they have debited my account for the money after telling me they would not. I'm disputing the transaction with my bank.This location needs to work on improving their customer service experience and treating issues with a sense of urgency. My other experience was similar to this one. The staff doesn't care. I won't be back anymore to give Firehouse more chances to earn...

Horrible experience with an online order. Placed it 40 minutes before pick up time, when I arrived to the store at the pick up time not a single greet by the 6 employees so I just stood there waiting on a now late order. After standing with zero acknowledgment for over 5 minutes I asked how much longer due to kids being in car. She said your about the 4th ticket down. I wanted to say that I could jump back there and make the 3 cold sandwiches since I’ve never seen a group move more slow in the service industry. Anyway I tell her I’m going to wait in the car. Come back 10 minutes later for it to STILL now be done and for them to finally tell me they are out of gluten free bread. You couldn’t have mentioned that when I walked in and waited the first time!? Then acted surprised I cancelled the entire order. Will NEVER return to this incompetent location again. What a...