Firehouse Subs Galaxy Dr. — Restaurant in Lacey

Feel bad leaving a harsh review but as a repeat customer for about a year and a half I’ve had great to okay experiences here but have always returned. But my experience today was bad. There is a problem with flow and keeping track of what orders are made and go out first. And the team was not a good combo.

I ordered online and got my confirmation at 3:15 with an estimated pickup of 3:30 for ONE sandwich with a chip/drink combo. I get there on time but it’s not ready yet and understand due to about 3 people waiting already and they look a little backed up. I go to the counter and state that I have a pickup and asked if I could get my drink cup to get that ready while I wait. The employee couldn’t find my order so I went to my car and got my phone with the confirmation and showed them. My order it hadn’t even been printed yet. Okay that’s fine I’ll wait a little longer, I understood, no problem still. The people who were waiting already when I arrived got their orders (one couple dining in had to have their order corrected though). But I wait an additional 20 MINUTES from the time that my order was actually printed and in that time frame a man came in and a couple came in and ordered their sandwiches and got them BEFORE ME. (And they weren’t short staffed I counted 5 employees there.) When I finally got a little irritated before the 25 minute mark and asked when my sandwich would be ready they said it would be coming up soon.

I could hear some employees whispering and being snippy the whole time especially some blonde girl I’ve never seen before. And honestly I don’t know if the blonde girls eye roll came as a result of my inquiry about my sandwich or from irritation at another employee but that should never happen, let alone be seen by a customer.

And I only live 6 minutes away, by the time I got home my sandwich was cold and soggy. Mind boggling because that has never...

My family went here today with high hopes. We walk in and there are 2 people already having sandwiches made, the guy making them got snarky and said order over there. We hadn't even looked at the menu yet. So ok we go to order. The girl behind the register had no idea what she was doing at all, got confused when I ordered a salad. The guy came to help and was really sarcastic about it. Never once were we asked to order drinks or combos. Everything we said confused the girl, we ordered 3 sandwiches 1 being a kids meal. After that ordeal was finally done we sat there for over a half an hr waiting for our food. Again we were now the only people in there. The ENTIRE half hour the girl was whining incredibly loud that the salad had too much stuff in it and she didn't want to make it. After about 30 min another family comes in and they are greeted warmly, asked questions and offered help with the menu. We finally get our food, they forgot my sons drink with his kids meal. We ask for it, again the girl looked like a deer in headlights. I didn't get a fork so I ask for that and was told "I didn't make your salad soooo". The guy wasn't wearing his mask correctly at all, plus the complaining from the girl we were just over it at this point. The sandwiches were cold and the salad that was so hard to make was a bowl of soaking wet lettuce with a few cucumber...

Honestly, for my first experience at a Firehouse Sub shop I was highly disappointed in the lady who was in charge tonight. I would like to recognize her staff as holding themselves together well with her very rude and disrespectful comments and behavior. Not only was my online order roughly 20 minutes later than the expected pickup time; the gal that is working tonight started berating her staff and being loudly disrespectful with several of his customers there. Initially when I walked in I just assumed the gal working tonight was a customer because she was sitting at a table FaceTiming someone being excessively loud while her staff was attempting to get multiple orders done. When she walked back over and finally started helping them is when I started hearing her talk down to one of the young men while loudly and rudky dismissing the other two whom had questions. When I asked an estimated time my order would be ready, the gal just ignores the young man who asked and continued acosting the staff. Very poor management. The sandwicks and the three young men working tonight we're...