Firehouse Subs Zelda Rd — Restaurant in Montgomery

The only reason I’m even giving two stars is because this is my first bad experience with them, but it wasn’t some small experience, it was one that the manager needs to learn from. A little bit ago, I placed a large order for my coworkers at my company. We placed it online, paid, and waited till the time it told us it would be ready. I go there, and I wait about 10 minutes past the time it said they’d have it ready. No big deal, I understand. It’s lunch hour. The problem is that, when I walked in, there were tons of customers standing around waiting to be helped. There were even several walking in behind me. Not once did ANY of the staff, not even the manager who was in the kitchen in visual sight, welcome, greet, or even look up at the customer to acknowledge them. It felt very dead in there. So I gave them the benefit of the doubt. I noticed things were weirdly tense. Every worker there was very unhappy and looked mad. A young lady there was visually upset walking around the kitchen, and then very irritably asks me what I need. I tell her I have an order and I give her all the information. She doesn’t tell me one moment, we’re working on it, nothing. She just walks away to start asking people about it. So I kind of just step back and wait some more. Finally, they had the food ready and they handed it to me. The only one there telling me to have a nice day was the young man handing me the food.

Well fast forward to that evening. I got an email from Firehouse that I could win a gift card if I left a review with them. Since I’ve never had that kind of experience there, I thought they would want to know what’s going on, so I left a mutual concerned review. An hour later, I get a call from the manager at the store telling me how the reason they were all upset was because one coworker’s family member passed away and how I shouldn’t call corporate anymore because he’s going to have to hear it. That next time I have an issue with them, I need to go to him. He barely apologized, didn’t feel bad, nothing. It was embarrassing that he called my personal number to tell ME what I need to do next time instead of getting his store in check. I was the customer. Not an employee he can boss around. It’s also not our fault that someone passed away, as sad as it is, you should leave those things outside of work. It also doesn’t make sense why EVERYONE would be mad there. Horrible management in my opinion.

I got so upset by it that I was told by multiple people to call corporate again and complain, but because it’s privately owned, they can’t do anything about it. So, now I go out of my way to avoid that location and drive 15 minutes out to the Atlanta Highway.

I’m sorry if this review was long, but I’ve worked in customer service my whole life and this was ridiculous. I hope this can be...

I rarely leave negative reviews about restaurants, but oh man, my recent visit was horrendous! I placed my online order for 3 sandwiches at 6:56 pm with a pick up time of 7:15. I went inside around 7:10 to check the status, and I saw a softball team of about 30 players hanging out, waiting for sandwiches. Now, that's a lot of sandwiches for the employees to handle, but it's the total lack of urgency or customer service that blew me away. These employees worked like they were stuck in slow motion. I almost wanted to jump behind the counter to show them how to hustle.

Not once as I stood there did any of the employees acknowledge or greet me. I eventually went and stood behind a gentleman waiting to place his order. After five minutes, I asked the gentleman if they'd even taken his order, and of course, he said no. FINALLY, he gets his order taken by a teenager that I can only assume would have rather been anywhere else on the planet than at work. When I walked up to the counter to ask about my order, I got no greeting or anything. She just stared at me until I said something. I was told that my order would be coming in a bit. When I asked how long (it was 7:30 at this point), the teen just shrugged and said "I don't know." Oooookay.

Five minutes later, one of the softball players finally asked the employees if they could start handing out the already finished sandwiches. What??!! These sandwiches were made like 40 minutes earlier, and they were just sitting behind the counter!! I finally got my order at 7:46, over 30 minutes later than expected. I asked about the milk I ordered, and wouldn't you know it, they don't carry any milk. No sweet tea or lemonades available either. No brownies, which I also ordered.

In summary, this may have been the single worst customer service experience I've ever had. No regard for customers' time, no courtesy, no "sorry for the wait." No care whatsoever. The only reason I didn't walk out earlier was that I paid for my food online. Get some more training at this...

I didn’t know it takes 15 minutes to make a sandwich when you’re the only customer. Also, I asked for wheat bread, And I asked for toasted. I didn’t get either one. She gave me what she wanted to give me instead. And for some reason, she felt like she couldn’t hand me my food and placed it on the other side of the counter when I was standing right in front of her. This was about 6 o’clock short girl with the piercings And little ponytail. I paid for what I wanted And donated to the firehouse and the only thing she wanted to do is act funny and take her precious time before making my food. I wasn’t in a rush and it would’ve been OK but she were literally was doing this on purpose. She didn’t even want make it, which is why she didn’t even hand it to me. literally standing right in front of her because she said my food was ready and she places it on the other side of the...