Firehouse Subs Happy Valley Towne Court — Restaurant in Phoenix

My good friend ordered a Standard Platter bundle due to the inclusion of chips, cookies and a gallon of tea to comfort her friends who just lost a family member. After arriving at her friend's home she discovered the chips and cookies were missing.

On her way home she called the store and spoke to James, who was attempting to be helpful when my friend could clearly hear Shannon yelling in the background telling James, ”to tell her to drive back over and pick up the fricken stuff."

My friend was embarrassed over the missing items, she's grieving for her friends loss and Shannon the poorest excuse for a manager EVER couldn’t even figure out how to refund the difference between a Standard Platter Bundle and a Standard Platter to take care of a customer.

The store manager Shannon should at the least be relieved of her supervisory status and if I had my...

You can tell the owner/manager of this store truly cares about this place, as the restaurant is extremely clean, tiddy, and has helpful signage laid out... but what is desperately needed is customer service training for the people working there. I know these guys are young and it's not a glamorous job making sandwiches, but the customer interactions are terrible. If you see someone come in while you're making a sandwich, you have to immediately acknowledge them and let them know you'll be with them shortly... It's literally so simple. I stood at the counter for over 2 minutes, feeling like an idiot until eventually one of the kids walked over to take my order. I know you can't force people to smile and be happy, but you need to be professional and you gotta at least pretend you aren't...

Stopped in for lunch (weekly thing at Firehouse Subs), was asked if we were picking up or placing an order... and I was told to, "go use a kiosk", to place your order (not so nicely either). I asked, will it take cash? "No...!!! If you are going to use cash, bring me the receipt and I'll take your cash once you place the order, but it will be 5 minutes or so!" The gentleman was rude, unprofessional and menacing with the knife in his hand; he made my wife so nervous for fear of what he might do, she said "let's get out of here"! We love Firehouse, but this is the 2nd time in a year we have had to leave this location. Firehouse needs to investigate...