Firehouse Subs Pinnacle Village — Restaurant in Overland Park

New low in customer service. After realizing a mistake in an order I placed on the app trying to use a BOGO, and also realizing that the app had switched my pickup time to ASAP instead of 45 minutes out (I ordered right before an appointment which would end five minutes AFTER the time the app switched to), I searched for a way to cancel it but couldn't find one. So, I called the store to cancel and was told by the manager that she couldn't cancel the order, it had to be done in the app. I told her I hadn't been able to find where in the app I could cancel, asked where that feature was, and was told "It's in the app." At that point, I resigned myself to picking up the mistaken order and living with it, except, upon arrival at the store (over 20 minutes after the order was supposed to be ready) I found that the order was not on the rack and later was told by the manager, who obviously lacks interpersonal skills necessary for good customer relations, that she didn't make the order, even though she had received no cancellation and I had still paid for the sandwiches, because I had said over the phone that I wanted to cancel. I asked again if she could tell me how to cancel an order on the app; she asked another employee if they could show me how, and that employee said "No." So, while nobody there could tell me how to cancel the order, they decided to ignore the order and not make it, while still charging me for the food they did not prepare. The manager then said she would make the sandwiches, but, given her sour attitude and the fact that she had just been embarrassed in front of her crew, I declined the opportunity for her to prepare anything I was going to eat, said I would contact customer service on the website for a refund, then placed an order in the app to be picked up at another store about five miles away. The next day I contacted customer service via the website and have been getting the runaround ever since. The rep said she can't authorize a refund, which has to be done by the store. The store, however, can't cancel an order (nor can any of the employees help you with the less-than-mediocre app), which would have taken care of the problem in the first place. I was told to give the store manager time to contact me because she's evidently busy not providing any sort of customer service. After six days of waiting, I emailed the customer service rep again and told her I needed to hear from her by end of the next day regarding me refund. That was completely ignored, not surprisingly but completely consistent with the seeming corporate policy of passing the buck to avoid doing the right thing. So, I ended up having to dispute the charge with my credit card company. Firehouse Subs: a perfect combination of impenetrable app, poor in person and corporate customer service and lack of...

My wife and I have been coming here (or the 9113 Metcalf location) for lunch every Thursday or Friday for six months now and we always get a large white turkey bacon with extra cheese and extra ranch and a large smokehouse. Our last several visits have been suboptimal because the owners have decided toast the buns for less time so the bread hasn't been hot.

But this review is about my actual last visit at the location where both of our sandwiches were pitiful. Both had what appeared to be the meat portions from a small sandwich stretched out across a large sandwich.

I showed the manager my sandwich and asked him if he thought it was made correctly. He told me they put 8oz of meat on a large sandwich. I asked again if he thought the portion looked correct and he tried to tell me again that they put 8oz on a large sandwich. I asked a third time if this was how I could expect sandwiches to look moving forward and he offered to have it remade.

I told him I'd been coming in weekly for over 6 months and if we got sandwiches this "light" again we would never return.

Don't test me. My family and I have not stepped foot into an Applebees for 12 years because they served me the greasiest burger I'd ever had with a broken toothpick in it. We will also never step foot in a Red Robin again because they served rubbery chicken sandwiches twice in a row without fixing them or responding...

There was some confusion with the website, my order went to wrong restaurant. Upon arrival the staff was very friendly and helpful. Instead of making me drive to the other restaurant they quickly prepared my order. I called the other restaurant and told them of the mix up, the manager said he'd cancel my order and issue a refund and to just pay for the order at the restaurant I was at. So I let the staff know what I'd been told. I asked how long it would take for my money to be refunded since I would have 2 pending transactions on my bank account. I was informed it usually takes 2 business days. Seeing as it was Friday, that meant I probably wouldn't see my money back in my account until Tuesday, Wednesday at the latest. Making my account short $64. So then, believe her name is Jenna or Jenny, paid for my order out of her own pocket and told me not to worry about it. Her kindness meant the world to me. PLEASE give this young lady a raise. She most definitely deserves that and more. She paid for dinner for me...