Firehouse Subs Lilburn — Restaurant in Lilburn

Although the customer service has gone down a great deal from when we first started ordering at this location, we still continue to patronize this location because we assume they're just going through a rough period (post COVID restrictions). I order from this location for our staff meetings/trainings/and parties. Our staff and residents eat here on a regular basis as well. It's a convenient location because we're walking distance. However, on a Saturday I ordered from a different location for a personal event but the order somehow changed the location once I signed in to place my order. I found myself picking up food from a location that never received my order. When I checked my email I realized it was sent to the Lilburn location. So I called and called until someone answered. The manager on duty informed she could not do a thing unless I was either present with my card or if the owner was present. No problem, she informed the owner would be available on Sunday. That was not the case. So I went into the location on Monday at 11:05 AM. I was not welcomed at all. The two ladies working were not friendly, did not greet me or the lady behind me. I tried to explain my situation and before I could even finish she just said that's not our problem, that's a system problem. I explained what the manager on duty stated Saturday and asked for the owner. She said he wasn't there but at the bank. Right after saying that she just walked to the back spoke with a man (possibly the owner) and came back with my receipt and some instructions from him. She began to process my refund with the biggest attitude and told me it will go back to my card. I asked if I could get a receipt to show the refund as she had just printed it, but she restated "it will go back to your card". She was rude, not friendly, and made me feel like an unwanted customer undeserving of such a refund for food I never received. Needless to say, I will drive 10 miles away to order our catering or get Sub...

6/25 walked in and place was full of smoke..

Today the lady/manager working was very loud and vocal about how she was slammed and under staffed .. i get it, but you don't need to yell it out the whole time we are there and take it out on the customers. Was very loud about how there was smoke and then discovered the cookies were buring the other employee i guess didn't det the timer, he was new I guess.. Some person was trying to call over and over and she was not having it and wouldn't let the other employe pick up the phone. Then that person who was tried to call came .. in heard it all over again.. another person being told she would not take there order yet telling them they would have to wait.

Just very unprofessional and if she was the manager.. heaven help us..

We took our food and got out as fast as we could to eat in the car. It was a much better environment.

The food was made poorly. I eat this sandwich all the time it tasted off ...and the meat was dripping wet.....

*Update (1/10/19): Giving 5 stars now because this is my first trip back to them after my review. I was reluctant to come back but decided to give them another chance because I did love coming here before that day....I thought everybody has bad days. The manager Apollo was already informed of my review and even gave me a free meal and apologized for everything. It's good to know they are actually informed of problems and also willing to make up for that. I'm happy to say my current meal is up to par and taste delicious! I'll continue coming to this location! :)))

Usually have a great experience. But it's new people here and I'm not sure they are capable of serving food if they thought this was okay to give someone. I never have to check my bag, everything normally tastes delicious. But after a long day of work, I go to my favorite restaurant and this is what I got! Now you know you shouldve just made another sandwich. I'm sure whoever made this wouldn't eat it themselves. Waste...