Firehouse Subs 98th & Slide — Restaurant in Lubbock

By far the worst experience I’ve had with firehouse. I came in approximately 7 mins til close and was immediately apologetic to the staff working the front. They were great and assured me it was no issue. It wasn’t until the manager, Ebony, entered the picture and was bothered by me coming in before closing. She came out from the back to take my order without a greeting and was visually upset with my late arrival. After placing my order I opened up my wallet preparing to put in cash. “I can’t take cash, I’ve already put up the money from the register. It’s 5 minutes until we close.” Confused as to why the register was counted during business hours, I scrambled to find out a different form of payment and called my wife to send me money via Apple Pay. I asked if they could take card information over the phone which apparently is not allowed, that’s fine and understandable if that’s truly the case. When I had finally had my fill of her annoyance, I asked for her name and told her I would be complaining with her supervisor. She started boasting about how much she doesn’t care and can call her boss right now! Not once was she apologetic, professional, nor courteous to helping my situation. She mentioned a back register had cash AFTER I told her I’d be filing a complaint. Rather than implementing basic managerial customer service techniques, she choose to argue with me in front of her staff who were clearly uncomfortable and confused by her actions. I’m a severely disappointed in Ms. Ebony’s blatant disrespect and shocked to hear she is a manager. I will be contacting Firehouse’s customer service team and looking forward to hearing back from her supervisor before ever thinking of coming back to...

I have been eating Firehouse for years and until recently I have always called in my orders so they are ready when I get there. I have to say the new "call center" for phone in orders is horrible. I tried the automated system the first time and ended up hanging up and calling back because it wouldn't recognize the changes that I wanted. When I called back it took me 9 minutes on the phone to order 4 sandwhiches (extremely inefficient). A couple weeks later I called in another order and opted for the live person. This person obviously was not in the store (which is fine as long as the can help) but they were confused when I tried order a "custom item" and acted annoyed that I wanted a special order. I could tell they were not familiar with the menu or even Firehouse at all for that matter. All I wanted was a sandwich for my daughter which was turkey and cheese only and they could not find it in their system. I understand the shortage personnel in workforce and the need for adapting to these changes but this is not a step in the...

We have always enjoyed this place but if you want your sandwich different from the menu good luck. Request are met with blank stares and only partial compliance. I wanted a steak and cheese sub but I only wanted meat and cheese, no peppers and onion and no mustard and mayo. The guy taking our order took off the condiments but not the peppers and onion. I noticed this and mentioned it 3 times finally asking directly if this was meat and cheese only and was assured that it was.... it was not. I don't know if the guy just didn't know what comes on the sandwich and that is why he refused to take off what I asked or if he just was not listening to me. I am a picky eater, I am use to explaining my order politely, clearly and carefully. I am not sure how I could have asked any clearer for meat and cheese only or asked for no peppers and onions or how I could have conveyed that information any differently. So now I am here at home with a $10 sandwich meal I won't eat... thanks anyway I guess. For the record my wife thoroughly...