Firehouse Subs Lakeway Commons — Restaurant in Lakeway

When I ordered through the app I specifically chose another location since I was working in our other office. I searched it by zipcode, 78613. I work 1 light away from this location on a weekly basis so I know that I selected the correct address off of Whitestone Blvd. The app sent the order to my usual firehouse all the way in Lakeway. When I called to cancel the order I was told by the manager, who answered the phone, that I could not receive a refund since I made the error and selected the wrong location and that he had to disconnect the phone because there was a very long line and if I needed to I could call back later. Before responding the manager disconnected the phone. So since I had already paid for a sub, that I of course could not eat, the other customers willing to give more money to your franchise were CLEARLY more important. I walked into the Whitestone location and asked if they could transfer the order and the cashier stated no and literally just turned around and went to the back, he did not even offer to place another order for my sub! I called the Lakeway location later that afternoon at 4 and was told the manager was not there but he would take down my number and the manager would call me back in 5 minutes from his direct #. Never received a call, never received a refund, never even received a sorry this happened just an 'oh you clearly chose the wrong location, I have to go'. NEVER again will I step foot in a Firehouse due to not one, but 2 horrible experiences in 1 day. I visit Firehouse about 2x a week and have been for a long time... I will be removing the app and I will happily take my business elsewhere. With myself working in customer service sometimes you just have to apologize and help even though it isn't YOUR fault or issue. Firehouse obviously does not understand this and can never seem to have an app that works properly in the first place since I have also had the same order placed 3x on...

Terrible management, terrible employees. Very evident that nobody at this location cares about their jobs, floors are disgusting - stains all over the place, constantly dirty, tables and chairs are usually filthy. Tray the GM straight up REFUSES to deck brush the floors due to him “just not wanting to”. The dine in plastic trays they use do NOT get cleaned properly, as I’ve found leftover food stuck in mine multiple times, there is no assigned cleaning duties so they just don’t get done. NOBODY working the “line” changes gloves, so cross contamination runs wild there, didn’t see a single person wash their hands at all after handling garbage or touching various meats and breads, gloves are not changed or removed prior to bagging to go items so the boxes and everything else is also adding to the cross contamination. There is so many things wrong with this location that it is honestly embarrassing. Didn’t even touch on the fact that 90% of the employees don’t know anything about the menu, and they make it blatantly obvious to anybody with Food and Beverage experience that they don’t care to even try. GM will degrade his employees openly where everybody in the restaurant can hear him and the high school kids talk about how they sneak out at night and go get drunk and drive home doing this and that, I don’t want to get food made by some 17-18 year old kid still drunk from the night before (his words not mine) AND that doesn’t change gloves, wash hands or follow ANY BASIC health codes. This place is a nightmare in all...

This location USED to be our favorite sandwich shop! Unfortunately, the franchise owner who works the register ruined our experience. His presence was unpleasant and he makes the other employees look miserable… not to mention his service skills are subpar and he never smiles. I never had an issue with my order until the owner took my order. The food just tasted like it was made very angrily… After receiving such terrible service and a poorly made sandwich, we decided this is a location we will NEVER visit again. I wanted to ask for a refund but I didn’t want the owner to argue me like he did over the lack of napkins. Avoid this...