Firehouse Subs - EWR Terminal B — Restaurant in Newark

This was one of the worst customer service experiences I’ve had at any food establishment, especially during an already stressful travel delay.

After my flight was delayed over five hours, the airline provided food vouchers. I had already eaten a slice of pizza and decided to try Firehouse Subs for something more filling. Two female employees were behind the counter speaking to each other in Creole. From the moment I arrived, it was clear they were not interested in helping customers, especially those with vouchers.

They made it difficult to process the voucher and called what I assume was a supervisor, named Guerda T. She stated she wouldn’t accept the voucher if the total was over $12—even though I offered to pay the difference. She told me the only way to cover the balance was with cash, not card. Thankfully, I happened to have cash on hand.

I politely asked if they could cut the sandwich into three pieces (something I’ve asked for before at other Firehouse locations without issue). Instead of helping, they pointed at a plastic knife and told me to do it myself. I even apologized for the extra request, which they clearly found inconvenient despite already cutting the sandwich.

Throughout my time in line, they continued speaking only in their native language and didn’t acknowledge or assist the next few customers. It gave the impression that they were intentionally avoiding interaction.

This location needs serious customer service training. I understand working in a busy airport can be exhausting, but basic respect and professionalism should still be a standard. I will be reporting this experience to the airline and Firehouse corporate...

I’ve never had a bad experience at a Firehouse Subs but have to say that this was a terrible experience. After 25 mins waiting, 2 of the 3 sandwiches were made incorrectly. I very politely asked the to have my 2 incorrect sandwich’s made correctly (they were not supposed to have onions & my kids won’t eat them). They pulled up my receipt which said no onion and told me to just eat it. I let them know the kids won’t eat it so I waited another 15 mins. She hands me one sandwich. I asked for the 2nd and they told me I can eat that one… they took my 2nd remake another 10 mins to put pre-cooked meat and cheese on bread. The whole time, the woman gave this blank stare.

Seriously though, if you hate your job that much and can’t read an order (enough to pull the receipt and show me that I ordered it correctly) please don’t work with people or food. This was 45mins wait in total. I can see why the reviews...

I wanted to give this place the benefit of the doubt. It’s a simple sandwich- what could possibly go wrong? The employee that assisted us was rude, unprofessional. After taking our order, he disappeared into the back a minute. I wondered if he would wash his hands before putting on gloves but I cannot say with certainty whether he did or not since he emerged from the back with gloves on. We received our steamy hot sandwiches. I can’t explain the flavor, it left an after taste. I could only eat half which was only because I was THAT hungry otherwise I wouldn’t have eaten it at all. I can’t believe we paid that much for this. Trust me on this one - the only reason this place continues to do business is because of...