Firehouse Subs Rail Crossing — Restaurant in Pocatello

I have mixed feelings about Firehouse Subs in Pocatello. I have only tried them once. The food was delicious; one of the best, if not the best meatball sub sandwich I've ever had, but absolutely TERRIBLE service. I haven't returned since the time I went with my boyfriend and received horrible service. From the moment we walked in, we were completely ignored. Not a single person greeted us or even looked at us; didn't acknowledge our presence, which is a HUGE turn off for me. We even, at one point, had employees literally yelling and having conversations over the top of us like we weren't even there. We asked employees, "Is this where we order?" and they didn't even look at us. It was like we were invisible, even though there were about ten employees right in plain sight. After several minutes of waiting, an employee finally came up and asked, "Would you like to order?" even though we had been waiting for quite a while right in front of the register. We were some of the only customers in the whole restaurant and there were several employees, and they still took a good 15 minutes to make our food. At one point, my boyfriend said to me, "There must not be a manager on duty because no supervisor would tolerate this awful service from their employees." And being such a new business, you would think they would want to be going out of their way to please every one of their customers so that they could stay in business. Ironically enough, shortly after my boyfriend made that comment, a manager came out of the back (because his family had come in for lunch and they received prompt, immediate service) and didn't acknowledge us either, or even ask if our food tasted alright. We had received our food at this point and were overwhelmed with how delicious it tasted and that is the only reason that we didn't walk right up to the manager and complain right then and there. The meatball sub was delicious. It was hot, juicy, and very satisfying. We were very pleased with the food. I would recommend this sub to anyone who is a meatball fanatic like I am. However, if you're not a fan of truly displeasing and unprofessional service, I would just stick...

Having lived in Salt Lake for most of the last 12 years we've frequented Firehouse and have developed expectations for Firehouse. Tonight was our first time trying this Pocatello location and I have to say, all our expectations were met, and some were even exceeded. The food was great; what we're used to for Firehouse. We also love the cherry limeade; it's a bit sweet for my tastes, but with enough ice and a few fresh squeezed limes it's pretty tasty stuff.

All that said, our experience was just made complete by one of the young guys working. Don't get me wrong, they were both great, but one of them (the taller one) was exceptionally friendly. He made friendly conversation with everyone that walked in, and even greeted one customer by name as he walked in. Very impressed by that young man, and if I were in an industry where I could hire him, I would have offered him a good paying job on the spot. He really went above and beyond and you could tell he was legitimately interested in his customers. Fantastic service; some of the best I've had in years.

We also accidentally ended up at Firehouse during one of their "kids eat free" times of the week, which was a pleasant surprise.

Overall, a great stop. We left very happy with our...

Its even worse!!! The employees ignore customers and move as slow as possible! The employees act like children and don't recognize customers. They had an online order for over 15 minutes and just left it sitting on the counter half finished for 10 mins...not professional. They have gotten worse, even their corporate employee that reached out to me didn't have any idea what he was doing or who he was talking to...what a joke! It's even worse....I went in to pick up an online order, the employees were playing grab ass and leaving ingredients out like usual. I stood there for over 10 mins before an employee finally decided to recognize me and ask why I was there. I showed him I was here for online pickup that's why I was standing in the online pick up spot...he said "dude we moved things around you need to go over there where we put you peoples stuff"....so they move the online pick up but not the sign and treat you like your dumb....what a joke of a business. Went in today and it's worse!!! Stood there for 10 mins finally forced the employee to talk to me, asked about my order that was supposed to be done 15 mins ago and she said...I will make it when I make...