Firehouse Subs Lake Orion — Restaurant in Orion Charter Township

I went to Firehouse in Lake Orion, MI today with my boyfriend. It started out fine. The guy who took our order had a mask on (which is fine) but made it difficult for us to hear him. My boyfriend pointed to the Thanksgiving turkey sub sign and ordered a Thanksgiving Turkey sub. The guy asked white or wheat and what size. My boyfriend ordered large on white. The guy started to list things on the sub and since he has a mask on, it is hard to hear, so my boyfriend said whatever comes on it is fine. The guy followed by asking if he wanted a pickle spear and he said no. He took my order and I ordered a Hook an Ladder medium on white with chips and a medium drink. We rounded up our total and sat down. When our food came both orders were wrong. Mine was a club on a sub and his was a smoked turkey. I didn't notice mine right away but his was clearly obvious. So I took it up and told the lady who brought it over to us that he ordered a Thanksgiving Turkey sub large on white. She apologized and took it back. The guy who took or order started to argue with me. He said, "no, he didn't. He ordered a smoked turkey, I even read him everything that comes on it." I then told the guy that he pointed to the only turkey sign on the board. And reminded him that my boyfriend said THANKSGIVING turkey. Whether the guy told him ingredients for a smoked turkey or not it is not what he ordered. Plus we couldn't hear him properly with his mask on. So I went and sat back down at this point thinking they would correct the issue. Wrong. The guy grabbed the sub walked over to our table and in front of the whole restaurant said this is what you ordered. You did not order a Thanksgiving Turkey. I can make that but you didn't order it. So now we are embarssed and annoyed that he has caused a scene in the entire place. So my boyfriend said nope, fine, ill just keep this. The entire situation could have been corrected if the guy would have just made a new one and charged us the difference if there was one. But instead he had to make us feel like idiots and that we were wrong. Which we weren't! We may not have heard him correctly but he clearly did not listen to our order correctly either. I did not mention to them that they made my order completely wrong either. I couldn't get out of there fast enough. The whole situation was frustrating. We both were looking forward to trying the Thanksgiving sub. I couldn't believe the rude unprofessionalism from him. His poor co-workers tried to rectify the situation but he had to be in the right no matter the cost. Disappointing to...

Walked in to see if my husband placed our order yet. It seemed I arrived early. I saw one order so I approached it to check. The manager on duty was rude as all get out and approached me in an abrasive manner. She repeated herself without even giving me a second to respond. I kept trying to answer her questions but each time I started to answer one, she asked another in a confrontational manner. When I told her I am in management in the food industry and you don't approach customers that way, her justification is "well we have to verify the delivery orders". What part of being rude and insinuating theft from me approaching a bag is checking? I told her it still doesnt justify how she said it to me, she said well you didnt hear me the first time....besides the fact i do have hearing issues and you never know what handicap someone may have, she didnt even take a breath in between her sentence to even calm down. A bit too froggy to be in a management position.... If its that bad of a problem then update your system to hold the bag and confirm before handout. I told my husband to not even place it anymore. Im not one to complain but that was the worst experience ive ever had just walking in the door. No hello, no how are you. Her energy was ready to fight, she repeated herself to where she didnt hear my response and became hostile. Im usually accepting because I work in food and know the frustrations, but this was unacdeptable. Now i will say, this is my first time seeing her here and having that experience. Usually I get acknowledged immediately upon entrance and the energy in the atmosphere when entering has always been welcoming before today. But it only takes one time to never come back. Sorry for the long review, usually I try to only leave 5...

Been coming here for 8 years as a customer. Only a few months as a DoorDasher. Never again, as either. I got sent here for a large catering order with 18 items. The manager (Suzy?) told me several items/ingredients were missing, and told me to text the customer to find out substitutions for them. I tried to inform her that the restaurant needs to contact DoorDash support for any modifications, per DoorDash policy. Before I could, she proceeded to berate me loudly, in front of customers, and talk to me like I was a toddler. I was called rude, lazy, asked if I cared about my job because she was going to report me.

To the franchise owner, please train this manager or stop accepting DoorDash orders if your restaurant doesn't have all your ingredients, or are unwilling to follow DoorDash policies. In cases like this where a restaurant is not following policy, DoorDashers are well within our right as independent contractors to unassign, as much as we hate to. It is nothing personal and should not result in verbal abuse as your manager felt it should.

Lastly, I came back to the restaurant as a customer and tried to order lunch, and not only was I refused service (again, loudly for all to hear) by Suzy, I was told to leave because "real customers are waiting."...