Firehouse Subs Laura K — Restaurant in O’Fallon

Placed an online order with Uber Eats totaling $11 while on my lunch break. Went to pick up and they didn’t have my order they said. I provided 2 confirmations and receipts plus my bank statement showing I indeed placed an order. They said they’d go look again for the ticket. As I waited I called Uber eats who also confirmed yes my order was successfully placed and paid with no issues on their end. Kept waiting. Worker said they can’t help me until they speak with corporate which sounded insane to me considering I had all the proof and it was an $11 food order… waited even longer and ended up missing my entire lunch break. The employees lack customer service or basic service skills to be left running the show in my opinion. They should be able to handle certain situations without needing to call the managers over an $11 sandwich order… ended up waiting 1 whole hour and finally the employee says “I guess I’ll just take your word for it that you actually ordered the sandwiches” like insinuating I was there an hour to “steal” a sub sandwich or something? Like really? Even after I called Uber and showed 3 different confirmations of the order! Absolutely disrespectful and disappointing. Customer service...

I would give negative stars if I could. Last couple trips in they ignore you when you come in, you stand at the counter waiting to give your order and your ignored for several minutes (at least 5). Well the today I go in and same thing. After standing there a few minutes, finally I'm told it will be at least 15 minutes before anyone will be willing to take my order. Mind you there are 3 people making orders and a 4th at the end just folding things. Then after the 1st guy told me that, the second guy said "you can place your order online if you want, no one can take your order right now". Wow really??? May as well just close your doors and only do online pick up! Oh wait that wouldn' t work because they shut off online when they get too busy!!! If this place is open much longer without changes I would be surprised! Staff is no longer friendly, helpful or anything. Treat you like a burden that your there. Go somewhere else for lunch. Goodcents has never treated...

Ordered online and had my son pick it up since he was out already. He didn’t know what he was picking up. We were missing a chip and 1 drink. I called and spoke to a young girl and explained what we were missing she said it was my son’s fault for forgetting the drink since the cups were by the drinks. She said it’s not their policy to give credits for drinks because that’s our fault. She said the missing chips was their fault so I said well then can I get a credit for my missing chips? She said she would get the manager. I explained to the young male manager about my 2 missing items and he said the same thing about it being our fault for the missing drink. He said if I really want to come back up for my 1.38 chip...