Firehouse Subs Jefferson — Restaurant in Poquoson

Changing my 5 stars to 1. This place Used to be amazing and my go to. Not anymore Now you pay $16 for a large sub with 2 slices of meat and some toppings. New workers are not good and manager who is usually pleasant was not at all pleasant today. Hubby Ordered a large club on a sub in the store for me. It got rung up as a hook and ladder. Bacon was missing he had to go back to get that. When i got the sub the Bread was soggy to the point where it just fell apart when i tried to eat it. So disgusting. Usually not like this at all. There was little meat on it definitely not nearly as much as i have got in past orders. It felt like i was just eating bread and mayo. Not only that meat is usually in whole pieces and it was all shredded up into little pieces this time. The whole sub looked messy as if someone just beat it up and threw it on the sub. There was only 2 tomatoes on the whole large sub very little lettuce no onions which usually come on it i asked for an additional topping- banana peppers well it wasn’t even on there. I called twice & the phone went straight to voicemail as if it wasn’t even on. Called later and the assistant manager picked up told me to bring it in and it would be remade I brought it in myself and the same person who made it the first time remade it again. ( she was nice i just don’t feel she even knew what she was doing). I Watched her toast the bread when i requested the bread to not be toasted. She then told me sorry it has been a long day. She packed it up just to realize she forgot the bacon again. She asked if i wanted the olives that comes on the sub mind you olives don’t even come on a club on a sub so that was weird. She also tried to justify the first sub saying that the meat naturally shredded into tiny little pieces like come on lady. I am understanding it may just be a bad day but what i experienced was just awful. I have had this same sub before from here multiple times and it has never been this bad. When i was finally handed the remade sub again no meat literally one slice of ham one slice of turkey and 2 pieces of bacon i went back handed it to the assistant manager he looked at it & made a look as if he knew exactly why i returned it he then asked her how much meat goes on she said “8 ounces go on” the assistant manager then goes ahead and says oh ok yea that’s right that is how much is supposed to go on well i promise you i did not get no 8 ounces of meat maybe 3 ounces if that and when looking at the sub you can clearly see that. You can’t tell me one slice of ham and turkey & 2 small pieces of bacon makes 8 onces of meat. I got fed up and asked for a refund. No way i am paying almost $16 for 1 piece of ham and turkey & 2 pieces of bacon with bread and some toppings. Me & hubby drove 16 minutes just to come here i am 8 months pregnant on bed rest & my husband isn’t even feeling good. This experience was so awful really overrides every other good experience i have had here. I am not coming back here again & i don’t recommend this location to anyone. Love what firehouse subs stand for as we are a military family and appreciate others of service but this store is not a good reflection of good service and...

So, I placed an order on GrubHub @ 7:00 to be delivered. Attached is a picture of what we ordered. Once the food was delivered that's when we noticed that our food was not correct. We did not receive our cookie or chips and requested that their not be any ranch, tomatoes, or onions and to ADD pepperoni to our Turkey Bacon Ranch Sub. But guess what? All of that was included in the sub. The amount of ranch that was on the sub was ridiculous as well. We proceeded to call GrubHub who offered us a refund for the sandwich but this was not what we wanted. We ordered the food because that's what we wanted to eat. My fiance had just had a VERY long day at work having to wake up at 3:30am and he was looking forward to eating a delicious sub from Firehouse. GrubHub told us it was out of their hands and that we could submit for a new order if we wanted to order another sub. They informed us that they would reach out to our delivery driver because it was her responsibility to grab the chips and cookie. My fiance called Firehouse subs multiple times with no answer. He decided to take a trip there because it was now 8:30 and they closed at 9; clearly they were not going to answer the phone. On arrival my fiance walked in asking what the phone number was and if it was working, one of the employees recited the phone number and stated they thought it was working but didn't hear it ring. The cashier came up and my fiance asked her if the phone was working and she said no. The manager then disagreed and stated that the phone was working. The cashier asked what the problem was and once my fiance explained the situation she told him that "it wasn't that serious". My fiance stated that it was serious to him because had to drive over 20 minutes to get to the location. He then proceeded to show her what was wrong with the sandwich and that we also didn't receive the cookie and chips. The cashier than stated that it wasn't their responsibility and that it was GrubHubs so there was nothing that they could do about the cookies and chips and if we wanted them we would have to pay for them. My fiance proceed to watch her make the sub (just to make sure she didn't spit in it, you never know these days). Once his sub was made and handed to him, the manager then stated that he could go ahead and grab the chips and cookie as well.(This should have not even been a discussion in the first place)We are very disappointed in the experience we had today. We have been to this location multiple times and never had bad service other than long wait times. It was finally 9:10 when he got home from Fire House to sit down and eat when our order arrived at 8:00 from GrubHub. Please for the sake of your future customers, do your job and...

My husband picked us up 2 Italians yesterday for a late lunch with chips and a brownie, so our meal was fairly expensive. Upon bringing our food home, we noticed the bread was extremely soggy/falling apart on the bottom and the meats were slimey. Not just a little damp either... It was like the bread was soaked in a bucket of water before being served to us. It was completely inedible. We called and spoke with Brittany immediately whom told us “I can’t issue a refund without the owner’s permission tomorrow morning. If you bring it back I’ll remake it though.” We live too far to drive back to risk another faulty meal again, plus it was inconvenient to drive back to the store when we had other obligations approaching, so we told her we would just call in the morning for the owner and throw the food out. She said, “Okay, I’ll leave a note for the owner in the morning so he knows what’s going on.”

We called back as told to do so before noon, to which she now changing her tune to, “Oh I haven’t spoken to the owner yet because he isn’t in, but I can’t do a refund either since you didn’t bring the food back. I can give you free food the next time you visit.” We told her there will not be a next time because this isn’t the first time our food has been poorly made and yesterday she did not mention we needed to keep the food. Why would we hold onto two soggy/slimey sandwiches if she had not instructed us to do so? We were not rude while speaking to her, just explaining that we simply were dissatisfied with the meal/service we were receiving. She then hung up the phone and has ignored all of our calls to correct the issue. Brittany even has her coworkers “screening” our calls to where she’s mysteriously “slammed with work” anytime we try to speak to her.

Poor food quality. Even poorer customer service. Brittany needs to rethink her career choice because working with people is NOT her strong suit. Extremely disappointed in the service we received. I paid cash, so the chances of getting a refund are slim to none unless the owner reaches out to me. If I paid with a debit card I would just have the bank correct the issue, but unfortunately that isn’t the case.

We will not be coming back to this location ever again. And if you’re brave enough to try it out, check your food before leaving the building and avoid the manager Brittany...