Firehouse Subs Grand Promenade — Restaurant in Novi

Poorest customer service skills exhibited. Rung up and given the wrong food, called back immediately. Told to come back with food , come back another time and receive a discount or just DoorDash myself new food. All it would have taken was I apologize for the mistake , how can we make it right. Not a condescending comment and told to return to the store the same day with item, as if that is the most convenient thing for the customer. Then in store told that I could not receive refund despite bringing back ALL the food. I will spend my money where I am valued as a customer. Told to just take the new soup and go home and heat it up later, that that is just fine because she does it all the time. And she has never had a complaint about a customer not liking the soup after it was reheated. I was told to go online to find the corporate office number because she didn’t have any of that , which is obviously untrue. And was told this is how I speak to customers when they are wrong. You obviously got what you ordered, we wouldn’t be having this conversation if I received what I ordered. Who wants to double back into a construction zone in the opposite direction of where they are going. I didn’t even want mommy money back at first but after being spoken to as if I was the problem and not her employees poor customer service skills. I had to repeat my name at least three times then showed my credit card and he still spelled it wrong. I’m not the problem here, I would have even accepted come in another day for a free soup. Poor customer service skills with staff and so called assistant manager and...

I had an extremely disappointing experience at this location. I ordered a Firehouse Engineer sub on my lunch break and was down to my last bite when I found a long piece of hair not just on top but embedded inside my food. It was so disgusting that I immediately had to stop eating and ended up vomiting everything I had eaten.

My coworkers witnessed this and were just as disgusted and disappointed as I was. I called the store to let them know, hoping for an apology and some genuine concern, but instead, I was met with a dismissive response. The manager explained they “wear gloves and hair wraps, but things still happen” as if that made it okay. There was no real apology, no concern for my health or experience, just an offer for a replacement sandwich like it was no big deal. She didn’t even offer a refund or even a meal just a replacement, as if that would make up for the situation.

This wasn’t just a small mistake it completely ruined my lunch, my appetite, and honestly, my day. The response I received made me feel like they cared more about defending their employees than about making things right with a paying customer. Accidents happen, but the way this was handled was unacceptable. 10/10 do not recommend. ALSO! The picture doesn’t do it justice! This was my last bite and the hair was thick and long. Absolutely unacceptable!!!!!!!!!!...

On Tuesday, May 2nd, I attempted to place an order for a sub online through the Firehouse Subs website. The online system was very slow and displayed an error that the order wasn't placed. I attempted the transaction a second time, which finally went through. At that point I drove to the store and picked up my sub from the drive-thru. When I returned home I had received two emails that I was charged for the same sub twice. I attempted to call the store at least 15 times over the next few hours but no one answered. I called the next day as well and again no answer. I was finally able to get in touch with this store on Friday, May 5th. The store manager stated that this was an error on the online system and needed to be reported to customer service and that the store wasn't responsible for the second charge. She even called the general manager and he stated the same thing. They provided the number to the online firehouse subs system and I finally got in touch with someone there. This individual told me that it's absolutely the store's responsibility to provide the refund and the owner and general manager are responsible and should be aware that customer service does not provide refunds through the online system. Since I'm getting nowhere I will be doing a chargeback to card and never ordering online from them....