Firehouse Subs Kissimmee — Restaurant in Kissimmee

HAD THE WORST EXPERIENCE WITH GENERAL MANAGER KAITLYN ALEXANDER , will be telling all of our family and friends not to eat Firehouse Subs in general. First off we placed and order in the drive through with Angel who seemed customer service oriented at first but turned out to be the opposite. He filled our drink and processed the payment in a timely manner and then proceeded to state VERBATIM( I'll bring the food out to you ) and then proceeded to wave us forward. Typically in a drive thru scenario that dialog would indicate to the consumer to pull forward, park, and wait for said product/food. Which come to find out after the fact that they indeed do not offer this as a service, This was never iterated to us in any manner by any of the employees. At this point I noticed something was wrong when the employees who would continually look over at our car parked beside the drive through lane and no action being taken. Not even a wave to come in. At this point it had been 15-20 minutes parked. I decided to go in and check on our order at this point I was dealing with cashier Kaitlyn, when I asked about the food Kaitlyn the General manager, kaitlyn the cashier and Angel , who at this point wouldn't look over all simultaneously chimed in "you took your chips and drink and drove off" which we all know is an incorrect statement at this point . When I had mentioned that Angel had waved us forward and that he said he'd be out with our order The General manager immediately chimed in without ever introducing herself or providing any assistance on rectifying the miscommunication on their part, and stated VERBATIM "we don't do that". At this point several employees were giving their feedback but being of no aid to the situation including the sandwich cook.Things like "no we don't do that here" & "it's a miscommunication" were being said without ever addressing me directly and continuing on with what they are doing. The general response and feeling they left us with was more along the lines of "oh well..YOU misunderstood ,YOUR BAD " left us feeling like we weren't being taken seriously as customers and that they simply don't care about our business in general. At this point we determined that the food just wasn't to the standard that it normally is due to the fact that it sat for and extra 15 minutes, we hadn't taken a sip of our drink cause we could clearly tell that at this point it too would be watered down. We wanted a refund at this point and when I asked I was met with the general managers attitude of "you gunna grab the chips and the drink?" assuming we ordered chips but still never taking the time to fully asses the situation. I thought "Wow this is petty" when I brought back the empty cup, which at this point the drink had been dumped in safe location due to it being too watered down. The general manager Kaitlyn Alexander refused to refund us the full amount of the purchase arguing that we were drinking out of it already and that we should not have disposed of the drink inside the cup , rather to have brought all the fluids in the cup and that, that would have dictated if we got a full refund. REALLY FIREHOUSE SUBS? We felt we had a terrible experience already and now we are playing judge and jury over 2.67$ worth of drink. I asked Kaitlyn the manager, "does it hurt the businesses numbers that much that you aren't willing to try and rectify the situation and give us our full refund?" to which she replied "that's irrelevant, if you had given us the cup back with the drink inside it would have all been different". Flabbergasted My girlfriend proceeded to look for the corporate phone number on her cellular device to which the General manager stormed of stating "ya'll can't record me" and stormed off to the back never to be seen again. what on earth? At this point the employees began to laugh, specifically Angel, the cause of the initial miscommunication ,and shake their heads in dismay. I have never been belittled in such a manner and as a result will never dine here again and will be telling friends and family...

I visited the drive thru on Tuesday 4/28/20 at around 6pm. I was very disappointed that none of the staff had on any personal protective equipment to safeguard themselves from each other and also handling my food being that were in a current health crisis. When I approached the drive thru window the employee had no gloves on and no face mask or hair net around his facial hair. He exchanged the money and change with me barehanded then a lady came to the window also not wearing any PPE and hands me my food in a bag. I was tempted to driving away without my food because I was so disappointed and concerned with eating my food at this point but I was so hungry that I disregarded it at the time. Food businesses are considered essential needs and they should be protected as well as the customers. As an environmental health and safety manager, my job is to ensure the health and safety of all of my employees and so should the management for Firehouse Subs. With Firehouse supporting first responders especially during Covid-19, I am very disappointed with the service. I would not recommend eating there until safety measures are...

I don't get many opportunities to have firehouse subs as most of them are a good distance away from me and this one is just about the closest. It's still almost a 45 minute drive on most days. There is a location opening closer to us in a direction that we do travel more frequently. And this particular day we decided to go as my name came up for a free sub that day with purchase. My youngest went with me and we both had lunch before making some other stops to truly make the drive worthwhile. I do like this location as they are very friendly and always greet us when we arrive. The gentleman who runs this one took the time to talk to us a little bit while we were here and we had an excellent visit. We ordered for dine in and it was a reasonable wait for our sandwiches. My kid got the Turkey Bacon Ranch and they really enjoyed it. I ordered a Smokehouse Beef and Cheddar Brisket and added pickles. I was very happy with my sandwich. I always love that they offer a pickle wedge with the sandwiches as I really do enjoy them. This is a very nice location and we do stop at it occasionally when we're...