Firehouse Subs Landing at Woodyard — Restaurant in Maryland

Update 2/20/21: nobody from guest relations has responded to this review OR has called the number placed in the workbook. How funny is it that they manage to respond to every other review but mine.

I absolutely adore firehouse subs. I go at least once or twice a week. It’s a comfort food to me. Every time I come to this location though, they are extremely slow or too focused to do much else. Tonight, I ordered an engineer and when checking my order in the car, I saw it had turkey and roast beef. I went back in and explained that it was an accident that I got a different meat and if they could kindly remake it. The young lady at the register (she didn’t ring up my original order, a nicer gentleman took my original order) seemed as though it was a problem. Then, stated “oh we can get you another meat for that” when I said I would like it to be remade. No apology, no “how can I make this better for you”, no nothing. The only vibe I got was that I was bothering her since they were making other sandwiches. The ONLY person who apologized was the gentleman who rang me up the first time and he’s not even a SHIFT LEADER!

After that, another shift leader or manager came and refunded me the order to replace it. Keep in mind, I never asked for a refund but for the order to be remade correctly. I was going to throw away the sandwich for the young lady (seeing they were busy) and she wanted me to give her the sandwich and stated it was for waste counting to which I understood. As I was waiting, I saw one of the ladies with braids have a AirPod which she tapped with her glove, but I’m not sure if she replaced it so I didn’t make a big deal out of it.

After waiting another 20 minutes to remake my order, the gentleman who rang me up apologized for the mishap to which I responded that it’s okay, mistakes happen, and that I appreciate him remaking it. But then when I checked it again, my order was WRONG. It was a medium when I ordered a large by this point I have been in the store for an HOUR. I knew it wasn’t HIS fault because all he did was wrap my sandwich so I went back to the register.

When I came back to explain the situation and that I wanted the difference back, the young lady stated “oh, well we refunded it anyway” . Then, I said “okay well I would like something to compensate the fact that this is my second time coming in the same evening back to back because the order isn’t right”. She stated again “we refunded you” she was missing the whole principle. So then another shift leader told her to grab a coupon. The coupon was for a free sub. However, it was for a medium and not a large.

This is when I finally was like, “I would like the owners or corporates number”. Because I happened to know someone that worked at this location, they stated “you can text so and so”. EXCUSE ME?! That’s not your place to tell me who I can and cannot text. VERY UNPROFESSIONAL. I asked for the owner or corporates number. They stated “we don’t have corporates number or the owners number and if we give you corporates number, you’re just gonna be transferred back to this location” at this point, not only am I annoyed and my time has been wasted, now I’m being told they don’t have ANY information that can be provided. Come to find out these two ladies are BOTH shift leaders, but yet had to constantly ask the other “what do you want me to do?”

All they DO have is a book to place my information in. I gave them my name and number and asked when the owner may contact people back. The response I got was “if you leave a google review, then immediately.” At that point, I walked out. I kept giving this place a chance even after the terrible customer service and I’m done. This location is in DIRE need of retraining or professionalism training. I am forever turned off to Firehouse in general and I am just overall disappointed in some of the staff (not ALL because not ALL of them are unprofessional, some...

One month update: I'm upping the stars to 5. The steam/smoke problem in the eating area is gone and food production issues have been solved. I ordered today via the app and my food was ready in 10 minutes at the advertised time. The food still tastes great and I now have two favorites: the Engineer and the Turkey Bacon Ranch. I'm still exploring the menu so I will definitely be back every few weeks. My wife was also impressed with the flavor of her sub as well.

(original review - June 2019) This was my first visit to a Firehouse Subs. The turkey bacon sub and chili were great. The club on a sub and mac n cheese not so much. I plan to sample the entire menu over time to see what fits my taste. (FYI - Hip Hop Chicken has the best mac n cheese!)

The staff were helpful and friendly to all. They were busy but had trouble working together to get orders out. That's understandable considering that was opening week. In 2 months I hope they have the process right. In the meantime do yourself and them a favor and place your order online. Give them 20 minutes total to have your order ready even if the website says it can be ready in 10 minutes.

When I got there to pickup my order there were long faces on 6 people sitting at tables waiting for their order. Ten minutes later I got my order and most of those people were still sitting down. After I got my order and I had to walk over to the counter to pick up my cookie and brownie which was a little odd. Also my order was missing the chili but I asked about the chili and got it with an apology. Another minor gripe was smoke from the grills was filling the eating area. There was a slight haze in the room as if the ventilation wasn't working properly.

Overall, I'm glad we have another good place to eat in Clinton. It helps us to be less of an...

Firehouse is by far my favorite sandwich shop. But I was very disappointed in today’s visit. I work on base and was pleasantly surprised to find one near. I arrived around 1250. At the time a family of four was sitting and four others were in line. There were three workers, two working orders and one taking them at the register. Fairly standard manning. With the four people in front of me it took about 10 minutes to put my order through. The family was clearly agitated and the workers equally agitated with the family. I order, ask if I can do the round up (usually I am asked at check out, the individual taking orders was not familiar with round up and had to search around the menu), left a tip and took a seat. At 1:15, not a single sandwich had been finished (20 minutes of being in the restaurant) I received mine around 1:25. I have no idea the hold up with 10 peoples subs. When I did receive my sandwich it was without the pickle (sad day), no mustard, and a tiny bit of lettuce. I hope it was a one off day and they had an issue that occurred right before I arrived. But a 25+ minute wait time was just too much. If they had been cranking out sandwiches it would’ve made sense but waiting 20 minutes for even a single persons order is...