Firehouse Subs Donald Ross Rd — Restaurant in Palm Beach Gardens

I recently had an utterly disappointing experience at this restaurant that I feel compelled to share, so others can avoid the same fate. Upon entering, I greeted the sandwich maker with a simple "hello," but was met with complete silence. The lady at the register barely acknowledged my presence, instead brusquely asking if I was ordering anything so she could put it on the grill. It was clear from the start that customer service was not a priority.

As I attempted to place my order, the register attendant seemed completely lost, fumbling with the buttons and admitting, “I don’t work the register, sorry, I don’t know what I’m doing.” This was alarming, to say the least. She had to call her manager on her personal phone for help, which only added to the confusion. To make matters worse, she charged me for each side separately instead of offering a combo, forcing her manager to step in once again.

When they finally began to prepare my sandwiches, I was bombarded with questions about how they were made—as if I was the one who worked there. Just when I thought things might improve, I noticed my sandwiches were not heated. I reminded them, and then they pulled a bag of frozen mac and cheese from the freezer, making me wait even longer. All of this for a staggering $60 bill at a sandwich shop!

To add insult to injury, both employees were speaking in a foreign language, and while I respect their right to communicate as they wish, it felt incredibly disrespectful and isolating, as though they were talking about me and my family. I deeply regretted not asking for a refund and leaving, but after a grueling six-hour road trip, we were simply too exhausted.

If you're considering dining here, I urge you to think twice. My experience was nothing short of a nightmare, and I wouldn’t wish this on anyone. A zero out of five rating feels inadequate for the level of service I received. Save your time and money—go...

Had a rather poor experience at this location but, understood since the store is new and will have to iron out some kinks as with any new business. I addressed my concern online and received an e-mail from the franchise owner apologizing for the poor experience and offered me a free sub on my next visit and to just mention his name which is Andre. A week later I went back in and I asked to speak with Andre who was unavailable. The woman made a call to Andre to confirm that she was to no charge a sub for me and when she did, he told her he wasn't aware of offering anyone a sub. She repeated my name to him which he had no recollection of. I reluctantly paid for the sub and walked away frustrated only to be screamed at by the woman who called the franchise owner to "TAKE YOUR RECEIPT" screaming at me so the other patrons could hear her. I wrote Andre an e-mail explaining my experience to which he took no responsibility for what could have easily been chalked up to a "mix up" of sorts. Its business and I understand the amount of responsibility being a business owner myself. I've requested to speak with an area manager based on how this was handled and I've received no kind of response from Andre honoring that request. Wouldn't it have been easier just to say "no charge the sub" to the employee simply for the sake of customer service and continue to earn business from that person?...OVERALL...

I will give you that you have good food. However your customer service and attention to detail is extremely lacking! 1st time I ordered on your online app a month ago for lunch, and now this 2nd time ordered for dinner with my whole family. $71 order. That was given to a delivery driver without showing any receipt for purchase. When I showed to pick up my order they played dumb, One guy in particular started arguing with me. Even after I showed email receipt of purchase. I get that employees are hard to find right now, but you have to pay attention to details and names on the orders not just give them to whomever. **If I can make one Recommendation to avoid frustration: Make people show proof of purchase before you give away someone else's food! Like I said, second time this has happened at this location. It was eventually made right, (after arguing, and made me feel like i did something wrong), and my order was made again. So I'll give you props for that. But this shouldn't happen more than once....