Firehouse Subs Lake City Village Square — Restaurant in Lake City

I placed an order via the app and realized I needed to make a change to my order prior to getting to the store. I called the location and was placed on hold for over 15 minutes. The young lady picked the phone back up and hung up in face. I called back and asked to have my order cancelled and the associate immediately became rude. I asked for the manager and was told that she was busy. I asked for the manager’s name and the associate told me that she couldn’t give me the manager’s name, nor could she issue a refund. I continued to drive to the store and asked for the refund in person and the associate that stated she was the manager began to raise her voice. I informed her that I was not yelling at her so she needed to lower her tone. She said that she was yelling because I was arguing back and forth. I told her that I wasn’t arguing, I was simply stating that someone would need to give me a refund because I was unable to get the refund through the app. Because she was being rude and loud, I decided to start recording the incident and she then stated that if I didn’t stop recording she was going to call the police. I told her that was fine with me because all I wanted was my refund. She walked off and then decided to return and give me a refund when she realized that I wasn’t going to leave until I got my refund. I would advise against going to this location, or any other Firehouse for that matter, because if this is the quality of people that they hire, I’ll just go to Jersey Mike’s, which is where I...

I wish I could give more stars because our food was AMAZING!!! The majority of employees were nice and knowledgeable.

However, our experience was quite disappointing. When we ordered, the cashier was wonderful! Patient and smiling. Once we went to fill up drinks, I noticed the manager on duty, Shannon, called “come here” to the cashier who helped us. She yelled at him so loud you could hear her speaking to him throughout the restaurant and it was not pleasant. She then raised her voice at a customer who was asking a question, totally disregarding her question and pointing her to the pick up window for take out orders, when the elderly customer was actually asking where to plac e ago go order. At this point, we sat down at the front corner and conintued to listen to Shannon call employees to “come here” telling them rude comments, like “you’re gonna make us lose money, find someone to do your job better and go to the back.” I noticed another man told our originally cashier “sorry if I got you in trouble, you’re doing a great job” to which the cashier told him it’s okay, this happens all the time, thank you. I could hear the manager yelling demeaning comments to employees in the bathroom...Y’all, I am so absolutely appalled. To think these employees work with a toxic manager like Shannon is so saddening. I think highly of firehouse subs but I will not be returning to this location. If there is an owner available, I would love to speak with them about...

I really am sad to say it, but the quality of the food has severely diminished. The lack of consistency in the specialty subs from one order to the next is kind of frustrating, especially when ordering the sub as is. You would think that when ordering a basic sub as it comes, it would be the same every single time you order it, but sadly it never is.The last four times my family and I have ordered subs, the order is missing something (despite seeing the items listed on both the customer receipt and the kitchen ticket) and the way the food is prepared just seems lazy and sloppy. We're eating what we just ordered this evening and I have to say, this is very disappointing. We're not picky people, but tonight no one enjoyed their food. Adding insult to injury, every sandwich and box it's packaged in had pasta sauce all over the place (we ordered one meatball sub and three smokehouse beef and cheddar subs), among other things that I won't even bother to list. It's just disappointing and sad because we really enjoyed Firehouse.

I get that customers can be unbearably rude and the job is very taxing, especially with the current state of things. Things have changed so much in the pandemic and it's been hard on businesses and their employees, but this is just not okay. What...