Firehouse Subs Grayhawk — Restaurant in Omaha

There are only 3 eat in customers in the store. 6:43 PM. I ordered my sandwich to go 25 minutes ago and I’m still waiting. In this time i’ve seen them put 3 orders on the doordash rack and no eat in orders handed out. the 3 dine in customers are still waiting. 3 orders i’ve watched them make in 25 minutes!! and there’s 3 people behind the counter.

1 dude behind the counter with big puffy hair and glasses and airpod in his ear looks like he couldn’t give a crap. I heard the girl behind the counter ask him “are you going to help now? we busy” and then heard him say “nope” and he proceeded to walk to the back.

then i saw 2 door dash people leave and cancel on the app because they were tired of waiting. one dude was cussing on his way out.

I went up to the counter and asked for a refund because i’ve been waiting 25 minutes and you aren’t even busy and your mostly standing around talking and the puffy hair dude told me No!!

he said “he can’t give a refund, only the GM Mike can do that, and mikes not here.”

What an absolute joke. $15 for a sandwich and this is the quality of service. absolute joke!

this use to be my favorite place!

so disappointing…

and not being able to give a refund is either a terrible policy or the dude was lying to me. Either way is bad.

so Instead of making a scene i waited and took my sandwich and it was somehow cold… what a freaking joke, how is it cold! I threw it away and ate at the R Taco place next door. They WERE busy but I had my Tacos in less than 10 minutes and they were hot and fresh.

i’ve worked in the service business myself for many years and I was always able to issue a refund to anybody at all jobs I had. I think this dude was just power tripping and didn’t want to give me my money back. well i will be calling corporate i guess because i want my damn money back!...

This place has plummeted and I will not return. A group of us tried placing individual orders for pickup- for some reason the online order function wasn't working properly for half of us.(we called and they confirmed they knew it hadn't been working properly for some time. The manager actually said it was 'jacked up') We managed to get everyone's orders in on 3 separate orders. Once I arrived to pick them up, only 2 were there. I asked for a status update on the 3rd and they said someone already picked it up. The manager said there was nothing he could do and we'd need to pay again for them to remake it. He said I'd need to contact the 'number on the website' but he couldn't tell me what that number was. I paid for them to remake it, and by the time I got back to the group the first 2 orders were cold and soggy. I called customer service. It took them over a week to get back to us. They offered discount coupons. I can't be the first customer this has happened to. I feel like an easy solution here would be to have pickup orders behind the counter instead of right at the front door for any person to take 3 steps inside and steal food. My friend whose card was charged actually suggested this to the customer service person that returned her call and he hung up on her. I would have just avoided this location and not Firehouse altogether, but after the way this was handled I won't be back. There are plenty of other sandwich places; no wonder there's never anyone there when I go in there anymore. It used to be so busy. What a ridiculous policy to put it on the customer if the food they paid...

Normally i would give 5 stars but service has gone downhill lately. I couldn't understand the newer employee behind the counter as he wouldn't speak up even after requesting. The girl training him doesn't seem like she wants to be there as she was just hanging on the wall with her head down and on her phone. When he had a question she couldn't answer it as she wasn't paying attention. The 3 gentlemen making the sandwiches were polite and friendly, they were able to help more than the girl trying to help the cashier. If the only interaction I had was with them this would be a much better experience. If someone is training a newer employee she should at least want to be at work that day.

Above all of this the loyalty program has been down and not working for almost 6 months now with no way to get anything added back on. With everyone else having a working loyalty program during this time, I wonder why I continue to come here. When I asked the girl mentioned above about the loyalty program, she told me there isn't one, however if I go on the app I have points that I can redeem for a free sub.

Smokehouse brisket is amazing, food is great, but service has been terrible lately and the food hasn't been good enough to make up for all the negatives. If you want an overpriced sub, with sub-par service, and don't mind a bit of a wait to get your food even if you are the only customer, than this is the perfect place for you. I however, will be...