Firehouse Subs Mckellips Marketplace — Restaurant in Mesa

Summary: The food is good, however, a shift lead at this location has perpetuated near harassment level conduct. Rather than finding a solution the owner chose to threaten, insult, and ban us from the location which did not resolve the issue. Franchise structuring means there is no accountability and wavering professionalism allowed from employees.

Millie Arakaki one of the reviewer down near the bottom of this page is my ex-girlfriend and I was the one present with her when an employee threw a sandwich at her. Because I was actually the paying customer I submitted a complaint to the owner of the restaurant. The issue stemmed from a different employee with a grudge against us. I had been in the location dozens of times with family and friends without incident because they other employees there didn't recognize me.

However during a subsequent visit the employee that I'm speaking of who is in fact a shift lead at this location was incredibly unprofessional and acted in a manner that made me both uncomfortable as well as singled out. I submitted another complaint to the owner suggesting that this employee might need transferring to a different location for the benefit of everyone involved (including the employee) and instead of contacting me the owner chose to contact Millie which was highly inappropriate.

In an attempt to try to call the owner to speak with her about the situation the owner exploded in a tirade of insults and threats that forced me to end the conversation prematurely and was also witnessed by multiple people as I had to take the call in public. I have attempted to contact somebody higher up in the company to simply discuss the situation but they have refused to contact me.

Despite the good food rest assured that if you have a complaint you will be singled out and targeted. Because Firehouse is a franchise they have no accountability for their employees other than by the owners. I strongly suggest finding another place to dine as the other Firehouse is around the area are operated by the same owner.

As a final note the employee who the issue stemmed from has continued to try to contact Millie despite being told repeatedly not to. This was brought to the attention of the owner after this situation occurred to which there was...

If I could give this place negative stars, I would! I would like to say that their food is very good, however, the service is absolutely horrible. I have gotten my order wrong 10/11 times, and every time I have called to let them know that they did, the worker who answered always was snarky and rude to me. I have called two times to try to solve whatever is happening for them to mess up SO MUCH! and they say they will fix it, but my family just went there yesterday to order food and my father ordered a large steak and cheese sandwich with a bunch of stuff on it, instead he got a plain medium steak and cheese. I do not understand how messing up every. single. order. is possible but they are able to achieve it here! I believe the main problem here is that the entire place is run by teenagers, management is not an adult. They need to get someone who will yell at them for their mistakes, and not just leave it alone and give out free sandwiches for every mistake thats just so stupid, get new employees and new management, handing away free sandwiches will not fix anything and these kids working here will never understand how the real world works if they're just babied for all...

As a frequent customer at my home store in Scottsdale, I was hoping my call in order for pick up for a group of 6 would be placed with ease and have prompt and efficient service. After arriving at this store for pick up and paying, not one employee greeted me or checked on my order. I grabbed my drink and sat at a table, assuming they were finishing my order. I watched as 3-4 more customers walked in, ordered, and received their sandwiches. I finally walked over to the counter and asked if the large bag sitting behind the two employees making sandwiches happened to be mine. While they both looked up at me, neither replied. It took another employee who was working the register a minute to walk over, ask my name, then hand me the bag. Once we were home and opened the sandwiches, all were wrong, all 6 sandwiches, although written correctly on the sticker outside each box, were wrong; the incorrect bread, additional toppings when they were asked to be left off, or the wrong meat. I was upset the experience was so poor, and was equally disappointed in the customer service. Sadly, I will not be purchasing from this...