Firehouse Subs Whole Foods Marketplace — Restaurant in Las Vegas

My sister and have been coming here recently for lunch the past few weeks. In 3 weeks we have probably come at least 7 times. Normally the service and food is excellent. Today that was not the case. Today we ordered a kids meal as well (to go) and we asked for extra toppings on the ham & provolone. When we got the sandwich there was only ham on it. Now I understand they were busy during the lunch rush and mistakes happen, that is not the issue. The problem is when we told who I'm assuming was the manager she replied with "nothing comes on the kids sandwich" so you're telling me no cheese comes on the ham & PROVOLONE and I'm not allowed to add extra toppings when I order? We told her we added toppings when we ordered. She said ok and took the sandwich back. We had already been there for half an hour and she made 2 other sandwiches before turning to my sister and asking her what she wanted on the kids sandwich. My sister told her and when she handed the sandwich to her she said in a condescending tone "just so you know nothing comes on this sandwich". I replied with "just so you know I ordered it with toppings. is that not allowed?" She said it is. Well then the issue was yours to fix. You guys made the sandwich wrong (which I understand mistakes happen) but do not tell me that I am in the wrong when it was your mistake.

She was very condescending and rude about fixing the sandwich. She clearly does not understand customer service. We were very polite and understanding of the mistake and in return got a rude response to their mistake and had to wait 10 more minutes for them to fix it.

The interaction gave me a horrible experience at what is a normally very pleasant environment.

P.S. they also forgot the kids drink and my sister had to go...

I usually love Firehouse Subs, but this visit was a disappointment. It was my first time at this location, and we chose it because sandwiches are normally made quickly — perfect since we were in a rush. Unfortunately, this time it was the opposite.

After ordering, I noticed everyone seated around me was also waiting. My order ended up taking over 20 minutes, which completely defeated the point of stopping here.

What stood out the most was that the two employees making sandwiches were moving very slowly, spending more time laughing and chatting with each other than focusing on the orders in front of them. There’s nothing wrong with having fun at work, but when guests are clearly waiting and the store is busy, it comes across as unprofessional and inconsiderate.

It even showed in the quality of the food. I had asked for extra onion, and they gave me just a single small slice. Whether that was sarcasm or carelessness, it was disappointing.

On a positive note, the cashier was very friendly and clearly trying to keep things moving. When I asked for a water cup, she even offered me a regular drink instead to make up for the long wait — which I really appreciated. Small gestures like that do make a difference.

Overall, this location could benefit from stronger training and accountability for the staff. A little more focus during busy times would go a long way in keeping the experience consistent with what I’ve come to expect from...

I ordered 2 sandwiches; one to stay and one to go. Both Italian medium: one without ham, no onions, no tomatoes, with deli mustard, Italian dressing and seasoning and cold. Also asked if I wanted a dill I’ll and I stated yes. This order was to stay. The other to go was also Italian med with everything to go. When I received my order both were in to go Boxes. My order, the one to stay had ham, onion and no deli mustard and no Italian dressing or seasoning. When I questioned the young lady and stated the sandwich was not right and she snapped at me and said she would get the receipt! I also mentioned that there was no deli mustard on the sandwich and her comment was they it’s a line of mustard. What, sincerely! It was one line at the edge of the bread. This definitely was not one of the best sandwiches I had ever had. Not what I remembered. She offered to remake them but her attitude totally turned me off and I refused as I was with 2 other people who were already eating. I do not remember Fitehouse Subs this way and was very disappointed. You need to express to your employees to be a bit more professional and friendly. I will tell you I will not go back to that location. Sincerely a Retired VP of...