Firehouse Subs Laurel Shopping Center — Restaurant in Laurel

I went to this location last week. My partner and I became sick. We noticed our Chicken Parmesan meatball subs were cold and cheese was stale. They even made the wrong size. It seemed like they gave me someone else’s food that was sitting there. I contacted the store directly to find a resolution. I wasn’t even offered a refund. They offered to replace my orders including an upsize for the inconvenience. I hesitantly agreed. I even asked if the food would be made properly and they promised it would be. I try to return today, I text the “owner” of this location and he says he will no longer what was promised. I got sick, my order was incorrect and the owner who promised to speak to me in a couple of minutes took a week to call. Now that I’m texting them to let them know I was heading to the store as they instructed me - is no longer honoring it. I will be contacting cooperate. It’s upsetting to know the dishonest character who runs this place. No care whatsoever for a customer who becomes sick. The fact I wasn’t offered a refund is beyond me.

EDIT: came by to the store to get my order, what I paid was not even replaced… look at the bathroom. No wonder I got sick.

EDIT #2: He initially told me he didn’t want to give me anything then he said he would if I deleted this review. I’m definitely not deleting it. You should be ashamed of yourself. The manager begged me to delete this or Mr “P” would fire him. If that manager gets fired, you know the kind of ownership this place has. FYI Firehouse Subs cooperate! Please ask the owner of this location to show you footage from 7pm-8:30pm. That is the time window I was there so you can see how they treated me. You shouldn’t have someone like that running your franchise. Thank you! There are three witnesses who saw everything aside from the employees.

EDIT #3 - the manager gave me the food and begged me to delete it. I’m not doing that. The food was STALE since you decided to withhold it. I’ll never eat at this...

This store is run by the absolute worst management. On 12/11, I had placed an order for a large Turkey and Cheese & a large Italian, both with separate toppings (Bogo sale). After reviewing my order and driving back to work, i come to find the wrong toppings were on each sandwich resulting in having to throw away the sandwiches due to allergies / taste. I submitted a complaint to corporate, and was told they could offer me 1,000 reward points, which is not even enough to get a small sub. I told them this was not sufficient and I would need a full refund. They said they could not authorize that, and that the management at that specific store would need to reach out.

Fast forward to 01/08, I finally was contacted by the owner (after following up with corporate, who told me it was all on the owners time) who told me he was sorry to hear about the order, but he would only offer the firehouse points. I told him this was not sufficient as I did not receive what I paid for, but he had the audacity to tell me “the sandwiches you ordered had a lot of meat which cost quite a bit, I cannot refund that.” After telling him I would never come back, he offered a “free sandwich to me” but could offer no way to verify I would receive it (just told me to come to the store and he would have employees make it for free). I have never dealt with a more unprofessionally run business. If this were any other fast food place, the order would have been refunded immediately. Next time go to...

The cashier who sadly turned out to be the “manager” Shanda was very rude! I’m not sure what example she is setting for her staff by yelling at a customer. I was rushed into ordering after clearly struggling. I had never been to a Firehouse Subs location before so help would have been nice. Instead of giving helpful suggestions the “manager” quickly rambled off ways to order my sandwich. Even though I was the only customer in the establishment I felt rushed to order and forgot to order a drink. I went back to the register and shared with the “manager” I forgot to order a drink and she lost it. Yelling I asked did you want a combo. I’m not sure why she was so defensive when I clearly stated it was a mistake on my part. She went on to tell me how loudly she talks, patronized me by asking “was I having a good day”, threatened to withhold my drink, and told me I could not eat in the establishment. On top of all of this foolishness, she threatened to call my employer (I was in uniform) as well. I replied I would report her as well and she proudly yelled out she was the manager! I have never seen a manager proudly lack customer service skills and self awareness. I will not be returning back to this location, I truly feel sorry for the staff who has to work under her “direction.” I can only imagine the disfunction they...