Firehouse Subs Mb: 38Th Ave. — Restaurant in Myrtle Beach

I put in a pickup order in the mobile app to make it easier to get the add ons I like. This location always messes up my order when I go to the counter, so I've learned it's better to use the app. As I was waiting for my order, a track and field team came in with over 20 people. They proceeded to take all of their orders and start making the team's sandwiches while I waited. My single sandwich got pushed back to make 20+. That makes no sense.

I approached the counter in awe and asked if they were really going to make all those sandwiches before mine. They said they'd squeeze mine in with the teams order.

I sat back down and patiently waited while the entire team and the next few customers got their sandwiches. I approached the counter again and asked if my sandwich was made yet as I'd been here for almost 30 minutes at this point. The manager said my sandwich had been done for a while and pulled it up from the corner. No bag, just a soggy sandwich with oil seeping through the box.

So while I sat in the first table in front of the pickup counter, literally 5 feet in front of them, no one told me my sandwich was done. By the time I got it, the sandwich was soggy from the oil and missing half the add-ons I asked for...

I expressed my frustration to the manager as to why no one told me my sandwich was done? Why wasn't my name called out when it was done like they did for everyone else? He shifted blame and told me it was slotted for 11:30 pickup. I reminded him I'd been right here since 11:14, and it was now 11:43.

He shrugged, half apologized, and walked away, leaving me holding my soggy sandwich. I'll drive to a different location from now on. This one is by far the worst firehouse I've ever been to...

UPDATE: 5/28 The owner contacted me directly with a sincere apology and offered me a remake on my sandwich. The employees that were here when I came in were different ones but were so apologetic and made me an extra large sandwich EXACTLY the way I ordered it free of charge. No hassle, nothing but friendly attitudes, and delicious food like I've come to expect from firehouse.

It seems the bad experience I had was a direct result of the manager on duty that day and not this restaurant as a whole. I changed my rating from 1 to 5 stars as one bad apple shouldn't be the way this establishment is viewed as a whole.

Thank you, Firehouse and Deborah for...

Terrible customer service. Called to place a take out order and a female employee answered and asked if I could please hold. No problem but after 4 minutes I hung up and called backed and again a female employee answered and asked if I could please hold. Another 4 minutes passed so I decided to drive there but not hang up because I was curious to see how long the hold would be. By the time I got there I was on hold for now 18 minutes. There was one male employee making an order for a family of 3. There were no other people in the store. I placed my order with him but still on hold on the phone. At around the 29 minute mark 2 female employees came from outside through the back door clearly from a smoke break. After the 34 min mark, my order was ready. At this time I informed one of the female employees that I called to place an order but and showed her my phone still on hold. She immediately tells a blatant lie that they were busy and they just forgot but either I want the sub or not. Her attitude was so bad I just decided to get a refund and go to the Firehouse in Carolina Forest which actually was busy but still managed to provide great customer service. I will never spend a dime in the...

My family traveled to SC for a week and we stopped at this Firehouse Subs location three times during our stay for lunch. We bought a kids meal along with the rest of our order on all three visits. The staff who was pretty much the same all week saw that we were there with our very sweet, friendly, and chatty four year old. She is not hard to miss. Well on day three an older staff person there working the register very loudly announced some other older child was an ambassador for Firehouse Subs and proceeded to give this 11 or 12 year old one of those plastic firefighter helmets. Then she walked over to yet another over grown kid of maybe 10 and presented her with a plastic helmet. My daughter sat there eating her tiny sub and was completely left out. Now this lady also made stops at the tables and saw that my little girl clearly did not have one. My daughter didn’t notice nor did she care because she doesn’t need a cheap firefighter helmet to make her feel special. However, this lady should take care in including other children whose feelings may be hurt by her lack of attention or...