Firehouse Subs Lenoir City — Restaurant in Lenoir City

Went in today at 11:30. Ordered one kids meal. The man ringing up the order could not figure out how to place the order and said it was $7.96. I explained that is incorrect and that the order is always under $5.00 and referenced for him to look at the menu. Then he just rang it up and handed me a large cup. I told him that was incorrect and to use a small cup b/c it is a kids meal. I waited. I watched three men in the back laughing and talking while one lady was cooking and the young man was at the register. I waited more and more and more. At this point there were approx 11 customers in the store and then two of the three man came out to prepare food. They just instantly put on gloves without washing their hands. I said "you didn't wash your hands". Jeff, the assistant manager, said "we used sanitizer". I then asked "where is my daughters sandwich that I've been waiting on forever? (While watching the lady prepare multiple sandwiches for the new customers). Jeff said "I will make it right now. Would she like extra pickles?" I said "no - theyve been waiting out in the car forever - just need the food and still shocked you all did not wash hands. You also need to train the young man to use the register. It is not his fault but your fault. You were too busy laughing talking in the back while they struggled out here". Absolutely worst experience in any Firehouse. We go to other firehouse subs regularly and they are a COMPLETELY different environment and they are clean. Would never walk in this place again. Dirty, rude, and not properly trained. Jeff the assistant manager was the problem - he needs better training from upper management. He clearly doesn't want to train his employees...

I may have found one of the top 3 worst restaurant in lenoir city, this, little Ceasars pizza or the local Wendy's (before the new location). I placed an order for one large pastrami sub and one cookie. I placed the order at 3:45pm. There was one customer when I arrived at 3:55pm. The manager (middle aged with long black hair) behind the counter was talking with her employees about an order coming up instead of making food. I counted 3 employees at the time with 3 more coming in at 4pm to work. I finally recieved my sandwich without any communication about my order at 4:11 pm.

The manager did not direct any of the employees. Seems like a very lax place. No urgency, at all. The lady (manager) making our sandwiches was wearing gloves but did not have a hair net or hat on and has very long hair probably around 3 to 4 feet long.

I will not be returning to this establishment. If you are going to charge me $13 for a under sized sandwich when I can buy a far superior one, with a cleaner environment and friendlier staff at Publix or many other places than you should at least fix these issues. It should not take 20 min to get one sandwich.

Update: I have finished my sandwich (pastrami) it was excellent. So, while the sandwich was very good it is not worth it. My 2 star review is on the establishment and management itself, the customer experience. Not on the taste and quality of the sandwich itself. I also had a sugar cookie and that too was very good. I would recommend firehouse subs at another location just not at...

One Star - Poor Service and Even Worse Customer Support

I ordered a Large New York Steamer through the Firehouse Subs app and received a completely different sandwich a Philly Cheesesteak. Simple mistake, right? Should be a simple fix too. Nope.

I contacted their guest services immediately. Here's how it went:

Email 1 (from them): "Sorry about that! We issued you 1600 reward points." Sounds nice, until you realize it takes 15,000 points to get a free sandwich. So basically... thanks for 1/10 of a replacement.

My response: I told them the points don't come close to covering what I paid for and asked for a proper solution more points or a refund.

Email 2 (from them): They passed the buck entirely, saying since it was a pickup order, I need to go to the store myself and sort it out. Apparently, the app is just for show, and once your money is taken, you're on your own.

So let me get this straight:

I used their app I was given the wrong item They gave me points worth about $1 Then told me to go deal with it in person? Why even have a guest services team if all they do is redirect you to the store?

Bottom line: Don't count on Firehouse Subs to fix their mistakes. If something goes wrong, you'll be left hunting for a resolution like I was. I used to be a regular now I'm taking my...