Firehouse Subs Lake Nona — Restaurant in Orlando

On 5/9 at about 8:00pm I walked into firehouse and experienced out of the ordinary, rude and discriminatory behavior. Before going inside, I was parked in the parking lot on a phone call. I observed the 4 associates speaking to and having a positive exchange with customers(of other races). I then walked in and the 4 associates were at the counter. I was in the store(at the register) for 2 whole minutes and no one said a word to me. I counted on my phone because it’s out of the ordinary to not be greeted. After 2 minutes I asked “does anyone not think it’s out of the ordinary no one greeted me or even said welcome to firehouse?” Everyone stared at me and still no one spoke or said a word. I asked “who’s the manager?” and Derek responded, “I am.” I then said is there a reason no one spoke to me? He still didn’t say a word. I then asked for the corporate number he said “you can get it yourself the cards are right there.” I still can’t believe it so I stand there and say “I’m the customer you need to provide me with the information.” He responded “no you’ll have it wait.” Everyone else is staring watching a manger carry on this way. The manager of all people should be setting an example and not condoning poor and discriminatory behavior. I then say “there are 3 other associates staring at me, one of them could be handing me the card.” No one moved. I pulled out my phone to record and then Derek gets me a card after he sees me recording. I can’t help but wonder why as an African American customer no one saw fit to speak, resolve or help me. I watched customers of other races being treated with respect, from my car. This behavior is highly unprofessional, and very disrespectful. I’ve never had any establishment treat me so poorly. The sad part is there’s no telling how long I would’ve been standing at the register with no greeting. I just so happened to advocate for myself after 2 minutes. I will be spreading aware on this issue at this location. This experience has let me know your mission statement of heartfelt service is not being practiced by management...

First of all, let me say that I am a huge fan of Firehouse Subs and all they stand for, however, this particular location doesn’t even deserve the one star I’m giving it! We have ordered 3 different times now and come to pick up our orders and they are completely wrong every time we get back home. We have had to turn around and drive all the way back. I’m not just talking “oh shoot, there’s onions I didn’t want”. I’m talking completely wrong with lettuce, tomato, mayo, mustard, pickles, onions when you asked for it with just cheese and ham. Honestly my biggest issue is not even with mistakes in the order... my biggest issue is with the attitude of management. I would normally not say a thing and just move on and I’m definitely not the type of person to write a negative review... until now. Any time myself or my husband has paid for our food and driven all the way back there for the correct order, they are full of attitude insinuating we must have ordered incorrectly or that we are trying to get something for free. I’ve never had an issue with the rest of the staff but on the occasions where the mistakes were made we happened to be talking to managers or “managers in training” that were extremely rude. There is absolutely no reason for an attitude... we have never addressed them in anger, we are still paying for our food we just want it corrected and they have not been inconvenienced the way we have. I will never return to this location... I will drive the extra miles to Hunter’s Creek where we have always been treated with respect and personable staff. Sincerely...

I never leave a review but the service was terrible I’m writing a review as I wait. I ordered through the app and stood at the online order section of the counter for 3-4 minutes before I asked if I was in the right spot as no one acknowledged me standing there waiting. I was told my order wasn’t ready, after waiting 30 minutes and order people that came after me received there order I asked how much longer got mine only to be told they didn’t have my order. I was then told they see it now and will make it. After another 5 minutes my food was sat on the counter without them even calling my name, I just happened to look and saw it up there. I have never had this experience at any other location. Needless to say this will be my first and last time at this one! Horrible...