Firehouse Subs Sarno — Restaurant in Melbourne

Tonight was the third time my family & I have been to this location. The first being two weeks after hurricane Irma. They refused to honor kids eat free which they had advertised in their store on a Wednesday. The second being a few weeks ago when they made the wrong sandwiches. The third time was tonight when they wouldn't make my son the sandwich as a kids meal that he ordered every time we went there then told him he couldn't have a brownie as his side after I told the cashier in the beginning they could order anything they wanted, I didn't mind. The cashier said he could only have half a brownie even though he ordered a whole one. I told the cashier to cancel our order that we wouldn't be back. I can only assume it was the manager who stopped me to ask if there was something she could help me with. I explained the situation & her response was we can offer you kids night tonight not as we ordered in the past & with no regard to the cashiers behavior. I told her we wouldn't be back but possibly to another location. She then asked which location because the same people owned most of the locations across brevard. I informed her the Palm Bay location which she said was different owners & no kids eat free nights. It's a shame she couldn't just let it go & apologize. It's definitely not the family friendly customer service we received at the 192 location when they were open or the respectful service we received at the Palm Bay location tonight. My children were able to order without having to double check what they were getting from me each step of the way. It may not have came with a discount but the people were friendly & respectful & the location was clean. Definitely will be avoiding the Wickham Rd location...

Placed a 45 to go order for subs on Oct 21 2019ar 3 13 54 PM Order NUM 340803 Cashier Sparky.

After several minutes waiting for the order the manager tells me that he cannot make my order to order because they ran out of Swiss cheese. the truck not due until Tuesday. I asked if we would receive any consideration for being penalized for their mistake. The answer was select an alternate cheese or have our order refunded.

They are pioneering a new method of customer service in the restaurant industry at this location. sarcasm intended. The manager claimed they do not empower the shift manager to make minor decisions like hospitality when they inconvenience customers. This is either true, that the organization is not empowing their managers for success or their is a training issue.

We remained calm and kind. But the manager insisted it was about quote free stuff end quote. I assured him the 45 dollar order was not free and that they failed to give me what I paid for. That they were inconveniencing their customer and not the other way around. I also encouraged him to reach out to his direct manager for training. It is highly likely they can equip him to make these decisions and already have a process that he just needs to become familiar with. He assured me it was a higher level decision. I hope it isn't too high level e.g. CEO etc because it is really such a trivial decision for the industry. I am confident the staff here could handle it with proper training.

Lack of empowerment, lack of training, or targeting customers because of ethnicity we are a mixed family is occurring at...

Idid an order in the app, showed up five minutes after the food was promised and then was told it wasn't ready. I've been a customer of Firehouse for a long time. Have been to restaurants throughout Central and South Florida areas, and this is the first time I've ever experienced this situation. It was a Saturday and there were only two people scheduled. They were slammed with orders within the restaurants and without, including some large orders. I don't ever remember walking into any Firehouse, in the middle of any day, and only seeing two people. This was definitely a management/scheduling issue. I don't want to blame the people whom were behind the counter, because it seemed like their manager put them in an impossible position. However, Ido have to still point out unprofessionalism in making a bad situation worse for their customers. They had every reason to be upset about the Siriano they were put in by their leaders. With that being said, they also should've saved their interpersonal conversation about their displeasure until after customers were not in earshot. There's a difference between being asked to be patient because of an impossible situation, and having to wait an extra twenty five minutes for your sandwich while having to listen to employees complain about their manager the whole time you're waiting. With that out of the way, I also got sick from this sandwich. If you are going to make me wait, don't make me sick on top. I will not return to...