Firehouse Subs 215 & Rice — Restaurant in Las Vegas

So I've never been to a Firehouse sub and tried it out today for the first time. I called in place my order and came by no more than five minutes after I placed it. I realized I was closer I than I thought. I go and pay for my food at 107pm and the cashier said go ahead and choose your drink and don't forget your chips and I took my receipt and grab my drink grab my chips and waiting for my name to be called. Over 15 minutes goes by and I see four other customers come in get their sandwiches made right then and there and then leave. So I'm wondering I already called in get my sandwiches didnt I?? This is kind of weird so I go up to the counter and I tell the cashier "I'm sorry I've been waiting 15 minutes did somebody call my name and I just said I didn't hear it?" and she goes and ask the sandwich makers and they don't know about it but then the one person that does know is all the way in by the to go orders and said "Oh its that one right there" which was in an odd spot behind the cashier with no other orders. The naive cashier gives me my order and doesn't say a word. So the Receipt on the made order said 1:01 p.m. I paid at 1:07 p.m. and then I went up to the counter at 1:20 p.m. so not only called in to save time but now I have a cold 20 minutes old supposed to be your most popular sandwich cuz that's what you said "Hook And Latter"! Worst part was the cashier didn't say anything or even apologize for the wait or inconvenience. I don't know if it's because it's new staff day or no communication day but that was a horrible experience why would I ever want to come back after that!? Y'all get zero Stars if I could. I don't care how good the food is that was horrible customer service. Your cashier and manager handled it horrible and you didn't even make up for it. Please respond whoever the competent manager is!! Also if it mattered Im a AF vet that tipped a dollar "for a pick up" order. Then this is what I was severed "Nice!" Haha.

Update 4-21-22 So I had to contact the store via their corporate website in order for my issue to be heard. In the end the manager Ms. Shannon handled my complaint very professionally and friendly. She took a while to get in contact with me but I blame Google for that. I was offered a comp sub to apologize and show how much they appreciated my business. It worked 👍!!! I gave it another shot with the "Meatball Sub" and it was so much better than the "Hook and Ladder". Don't get me wrong I like a good ham sandwich but that meatball man "they don't mess around". If you have a sub made by the manager that is haha jk. But honestly look at the pictures if I'm made it myself I couldn't have made it better! So to sum up my two experiences I'll give it a try again and only because it's convenient I like Subs and the management made up for the mistake...

We get FHS often and this time was the absolute worse. I ordered 3 large sandwiches 2 New York steamers and 1 meatball. The meatball no issues. The New York steamers a whole different story. The sandwiches had less meat, and sauce than they normally do. The meat didn’t even go to the ends of the sandwich. There was about 2 inches of naked bread on each side of the sandwich. I called the shore to complain and they gave me the same BS line that they do on all of the negative reviews on here. “Thank you for the feedback back, and we will look into this.” Well from the dates on the reviews they aren’t looking into it! The manager that was on shift stated they weigh the meat 4oz of pastrami and 4oz of corned beef so 8oz in total. There is no way there is 8oz on the large sandwich. She then tried to tell me that I could have moved the meat around so it wasn’t on the ends of the sandwich or that the meat shifted on my drive home. I mean it could have, if I drove like a drift car driver. But I don’t. I paid almost $50 for 3 sandwiches. It’s absolutely horrible to work hard for your money and want to enjoy something that use to be good, and you can’t even do that!

Update: So I received a call from two different managers Sandra and Rachel. I spoke with Rachel and she was very nice and apologized, regarding how the staff handled my complaint. She did give us a refund and offered to remake the sandwiches for us if we wanted. She said we could get the sandwiches at a later time, which we did. We got the replacement sandwiches last night. They definitely fixed the meat situation and it covered the whole sandwich this time. The only thing I would’ve change is that the bread was not toasted enough. But over all it was 95% better. Thank you to Rachel for taking care of this and to the young gentleman who remade...

My wife went there and ordered a sandwich with no mayo. When she got it, it had mayo. She took it back and they gave her a "different" sandwich. It was the same one, with mayo and now a hair. After taking it back, again, they did not refund her money for food she did not eat and gave her "coupons" for free sandwiches. She and my son left there without eating.

Fast forward a few months, I'm back from deployment and she has decoded to give firehouse subs another try. We get there and they won't honor the "coupons" because they are actually business cards for the rewards program they don't use anymore. The cashier looks to see if her name is on a list and the manager laughs at her description of the previous manager, who no longer works there so he can't validate the story. The manager offered to take our information but offered nothing else. This is twice she had left there and not eaten.

Tonight we decided the possibility of getting e-coli at Chipolte across the parking lot was better than dealing with abysmal customer service. A good manager would not have let customers leave without something.

Overall: no idea how good the food is. Managers laugh at customers and offer worthless business cards...