Firehouse Subs Ft Union — Restaurant in Midvale

It takes a lot for me to ever leave a negative review, but this is an EXCEPTIONAL circumstance. This is the worst experience I've ever had purchasing food. I purchased 3 medium subs online. I applied some of the rewards points I had to receive one of the three subs for free. I was still charged for the sub and the rewards points were used. I called the store to either get the points applied back to my account or get the money for the sub credited back to my card... they couldn't help. They told me I needed to use online support. I spent 10 minutes using online support and they pointed me back to the store. At this point I figured "okay I will just go in and talk to them about it". Not angry yet by any means, even though it's already ridiculous.

When I got to the store I was greeted by 2 rude young girls (the blue haired one turned out to be the manager). Although my order was supposed to be prepared 10 minutes prior, it had not been started on. I explained the situation to this rude manager and asked if she could just void the original order and start a new one since they hadn't started on my food. She told me that my food had been stolen and that's why they hadn't started on it (a probable lie). Then she couldn't figure out how to do it, even though that seems like one of the first things you should learn. She had to call someone as I stood there for 10 more minutes while she tried to figure out how to cancel the order.

Finally she told me the order was cancelled, they made my food as I waited another ten minutes, and I was on my way. Now, a week and a half later, I look at my credit card transaction history and sure enough I have been double charged $33. I will be issuing a charge back with the bank and never going back. You shouldn't go either unless...

Pretty sure every single employee here is strung out on something way stronger than mary jane. Last few times I’ve been in here the employees could barely hold their eyes open and one was nodding off so bad I thought he was going to fall over. The employees attitudes are garbage and they don’t pay attention to anything, orders are always wrong, they give zero craps if you have a food allergy and will slap whatever you’re allergic to on the food.

The wait time.. talk about ridiculous! Tell me how the store can be totally empty and instead of a 10 minute wait for your food magically turns into a 40 minute to an hour and a half long wait? The store is always dirty. Need a clean table? Ohh well tough luck, eat around the mess. Table sticky? Tough! Did something spill? No worries we’ll get it later! I’m surprised I haven’t seen ants, cockroaches, mice or rats running around this location, but it won’t be long before they move in.

I don’t know what’s going on at this location, but it’s very obvious the employees are on something and if I was the owner I’d be having a conversation with the managers and all the employees. I’d be letting them know they better be getting it together and quick or they’ll be looking for a new J-O-B! Heck I’d even consider closing up shop for a week or two, firing everyone and hiring on all new employees perhaps ones that can function, follow direction and actually care about working and are grateful to even have a job no matter how bad they hate the work.

Last thing…. Get your phone fixed so people can get in contact with the store or tell your employees to quit disconnecting the phone. Funny how it works sometimes and other times it’s disconnected. Do better Firehouse...

This was written by my wife. Absolutely blown away. We love this place and had THE WORST EXPERIENCE EVER tonight. If I could leave zero stars, I would. I have been home all day with a very sick baby, and my husband offered to pick up dinner tonight. His sandwich was made terribly wrong, as was mine. He also waited over a half hour even though there was minimal traffic in the store. I called to discuss and was promptly handed off to the manager. She listened to the beginning of my issue and apologized, but when I continued to explain the list of problems with our order, SHE HUNG UP ON ME!! You do not have to have 13 years in customer service experience and management to know that you DO NOT hang up on a customer! As I said previously, we love Firehouse Subs, but this experience tonight unfortunately was enough to never want another Firehouse sub. I'd rather spend my hard earned money somewhere else that will treat us with respect and listen to our order to make the food we asked for and paid for. (How hard is it to make a PLAIN sandwich when requested?) But I guess maybe that's why there was minimal business. I'm telling you, customer service is VERY IMPORTANT. As I told the manager, the intent of my phone call was to hopefully make them aware of a situation in hopes of learning and growing and hopefully improving so the same mistake can be avoided for another customer. But I was hung up on. I guess that's my answer. We are sadly...