Firehouse Subs Olathe Station — Restaurant in Olathe

My husband and I intentionally drove 40 minutes each way specifically to pick up Firehouse Subs at the Olathe, KS, location for our family's dinner on 10/20/2024.

We ordered the following:

1: Large meatball sub on wheat (sandwich only) 1: Large Thanksgiving Dinner sub with no cranberry sauce on wheat (combo) Make Your Own Sub: Medium Cold ham and Swiss on white with extra Swiss, extra mayo, and black pepper ONLY—no lettuce, tomatoes, or onions—and a side of honey mustard.

Before I paid for the order, I double-checked the cashier's entry by looking at the detailed order on the credit card machine. It was correct, and the receipt reflects this. Before we left for our 40-minute return trip home, we saw that we had three subs, chips, and a drink.

However, upon arrival at home, I opened my sub to find that my cold ham & swiss was instead a HOT ham & swiss on white, with extra lettuce, extra tomato, and extra onion—no extra cheese, no extra mayo, and no honey mustard at all. My sandwich was ruined and unedible—so soggy that the bread could have been squeezed like a sponge and used to wash the countertop. The cheese was so melted it felt more like molded plastic—utterly disgusting. Additionally, I am restricted from eating lettuce and do not like fresh onions or tomatoes. So, WTG, Firehouse.

This is angering, considering that we drove 1:20 and dropped $50 of hard-earned money for takeout dinner because our town does not have a decent sub shop. And yet, not even Firehouse can get an order correct. The cashier did his job, although he was quite slow—I'm guessing he was pretty new at his job—so I gave him a pass. The answer remains why and how the sandwich maker cannot read plain order instructions.

We did not bring up this matter to anyone at the Olathe store because we didn't find the issue until we arrived home—very hungry and now very angry.

I have attached a copy of the receipt and photos of my sandwich as I received it.

Because of this incident, we are not overly excited about returning to Firehouse, as many other sub-sandwich restaurants are available in the metro area.

We contacted Firehouse Subs on the following dates:

10/20/2024 10/21/2024 10/23/2024 10/29/2024

On 10/21, 10/23, and 10/29, the Firehouse responded and said that the management team and owner of the Firehouse Subs location would contact me.

Today is 11/13/2024, and I have never been contacted. All empty promises.

From this situation, I can only conclude that Firehouse's three core values—"Treat People Fairly," "Stay Guest Focused," and "Set High Standards"—are nothing more...

Upon arriving a little after they opened they were just not prepared. The pop machine didn’t have ice nor was the pop even working. Luckily the food was good. Hopefully management can pick things up and get everyone on same page and continue to run a business that provides service and an enjoyable place to eat at. Being first experience here, that’s always the one the matters most and brings people back so hopefully, again, that gets taking care for the next persons.

Well after leaving I went to bathroom….dirty. Soap dispenser does not work nor the hand sanitizer dispenser works. Only one bathroom available as other is out of service. And to add, the whole place filled with smoke like something got burned. This is all unfortunate and I feel bad but this is a business and as human beings we have to have higher standards to set examples for people and next generations. Hope this place can get attention it needs and make changes...

Staff was in terrible shape. 2 of the four behind the counter didn't seem confident at all and were getting called out for all their mistakes by the manager, who himself didn't really seem to have it together. This lack of organization lead to a 25+ minute wait for multiple customers' orders, and as for my group, 2 of 3 orders were incorrect and missing extras we paid for. The entire time, the Coke Freestyle machine had nothing but Diet and Zero variants of the drink flavors. Even after multiple customers brought it to their attention and the acting manager appeared to do something with the machine before rebooting it, still the missing flavors hadn't been restocked. Paid for a drink and ended up sticking with water, because of this. The only redeeming quality to the experience was the positive demeanor of the gentleman from the makeline who brought our food, and the flavor of the food itself... Once it...