Firehouse Subs Moorland Road — Restaurant in New Berlin

I feel strange writing a review for a "fast food" place. But I have to. I happened to be in New Berlin at lunchtime and saw Firehouse. Having not had a sub from there in a long time (none in my area), I stopped to get one. I ordered an italian sub, with NO mayo and EXTRA onions. Got my sub, left and started driving. First bite I realized that whoever took my order must be dyslexic because it was EXTRA mayo and NO onions. I was so upset.... I absolutely HATE mayo. I was about 10 min. away, heading back to Milwaukee. I decided I had to go back because there's no way I can eat a sub with mayo, let alone extra. So I called them... I wish I knew the woman's name who answered but I'm assuming it's a manager there. She apologized and said she would start a new sub for me right away. When I got back there, I spoke with the same woman again and she had my sub done. But it wasn't a medium, it was a LARGE. She apologized again and told me to grab some chips. So I did and thanked her. I was pretty upset about the mistake, but this literally made up for that, and this is how customer service should be. I wasn't asking for handouts or a larger sub, I would have been fine with just getting the replacement... but she went above and beyond because she cares, and that means more to me than any amount of free chips or extra sub. So... thank you, woman from Firehouse! Again, I should have taken your name down and I'm sorry. But! Great management at that...

Ordered a carry-out catering order (1 Deluxe Sub Platter) to donate to the local fire department. Pick up was scheduled for 11:30. I called at 11:30 to let them know I would not be in to pick it up, but a co-worker. They said that was fine and confirmed the order was all set and ready to go. When my co-worker stopped in to picked up the order, the worker claimed no order was there... After them looking around almost 10 minutes and after I called in three different times (on hold for almost 12 minutes total...) they finally "found" it. Not sure what they were missing or who didn't know where to look for a massive box of subs... but this really messed up the plans for donating the subs to the fire department as scheduled. Very disappointed and will not be doing that again......

Picked up a sub 12/6/20. 6pm. The store had a sign on the door that said masks were required do to local ordinance. There was a father and son in the restaurant without masks on. They didn't have masks on when they entered the restaurant. For a restaurant that claims to support first responders. I was very disappointed. I asked the manager and he said because they were going to eat they didn't have to wear masks.they hadn't received their order yet. First responders are begging people to wear masks and save lives. Especially theirs.this seems like a slap in the face to the brave first responders. Time for firehouse subs to shape up. Or is the advertising's to support first responders just a advertising !!!! Lie !!!! To sell subs. I worry about my...