Firehouse Subs Victory Blvd — Restaurant in Portsmouth

For the record, I enjoy firehouse subs :) However, I ordered my food online, paid for it (can't complete the order without doing so) and an email confirmation was sent. I went to pick up my food, what I thought would be a fairly quick process, had my phone out and ready just in case I needed to prove my order purchase. I went to the register to pick up the order but went to the restroom first. When I came out, the manager (short, Middle Eastern lady) asked me to swipe my card for the order (the food was ready to go). I asked, with a puzzled look on my face "Why? I already paid for it online". She responded that the card did not go through in their system. Odd, hence I am a pro at ordering online and if the card does not work (i.e. wrong card info, declined etc.) then the order would not have gone through. So I swipe my card in the store and warned her if I get charged twice, I'd be calling my bank and this location to refund the transaction. She understood and offered to give me her number (when she explained she was the manager and would make sure of it) just in case. I thought okay....then my card didn't work there. So granted, I double checked my account (although I knew I had funds, I wanted to be sure there was no suspicious activity occurring on my account) and even went to get another card but I knew there was no issue with my card or account, it was their system. So out of frustration, I called my bank to triple check...still no issue. Now I was left without a lunch short on time (which I called to order an hour in advance). I called the store back, politely explaining that "perhaps the system should be checked", to avoid losing future customers....especially online, because "I just left WAWA with no issue of purchasing food" (gotta love their hoagies as well). Instead of listening to my suggestion/complaint, the manager rudely spoke over me and became defensive without even considering that a computer system could in fact be flawed. She was so unapologetic in the store as well and dismissed me by hanging up on me. The service was horrible and Firehouse Subs should strongly reconsider offering franchise opportunities without ensuring better management. It leaves a bad taste in the mouths of patrons and harms the brand! I will NEVER return to that...

Never again. This is my first time getting food from this location. I usually go to Charleys which is better. Their portions are better and their service is better. First of all I ordered online and they completely ignored what I my order was. I did not get any banana peppers and there was barely any cheese on the sub. I also ordered chopped pickles and you are suppose to get a pickle spear on the side. I like extra pickles and I am willing to pay for them. But this is just ridiculous. So apparently you can not get a pickle spear and chopped pickles you have to get one or the other or it is a dollar extra. Lol for a pickle spear a dollar extra. Are pickles expensive or something and why didn't the other firehouse in harborview suffolk charge me a dollar extra when I ordered the exact same thing a couple days ago. Anyway I did not know this so I asked the owner where the pickle spear was without even looking at me he said its in the bag. I said no it is not well he said its in the tray I said no it is not. He still thought I was lying. I had to show him my sandwich and he had to throughly inspect my bag for the pickle spear. Then when he finally discovered it was not there and that I had also ordered chopped pickles he said well you can not get both. It is a dollar extra for the pickle spear if you get chopped pickles. Why doesnt it say that online? I clearly ordered both. Why wasnt I charged online. I am not whipping out my card for a dollar pickle spear. Good grief. I thought ordering online would be easy. Just order and pick up. And another thing why is his subs 2.00 dollars more than the location in harborview. I do not...

I am a regular at this location since it is not too far from my job. I really have never had a problem here and the food has always been good. Other than the wait to order being long sometimes there were no issues. Today I ordered my usual along with a brownie. The brownie was hard, old and was obviously left up there too long. I ended up just throwing it away. I went up to the counter to let them know the brownies were not good and I just tossed mine in the trash. Immediately the owner says, "we cannot give you another one". I replied with "I never asked you for another one. I'm just letting you know your brownies are old and bad". The young lady behind the counter then said thank you for letting us know. The owner obviously didn't care and just looked at me as if I was trying to get something for free. Instead of addressing the issue, which was your old and hard brownies. There was never any attempt by the owner to apologize, offer anything for the inconvenience or to ensure that I returned as a customer. So, if you're going to look at me that way and not address the actual problem I just will no longer eat there. I was a regular up until today. I will spend my...