Firehouse Subs Stone Park — Restaurant in Proviso Township

First time trying Firehouse Sub and I still havent tried them. I order online because I figured it would be quicker.. I pick everything I want on my sandwich and removed anything I didn't. I was given a time to pick up. I go to pick up my order, get there only for the guy at the register to tell me. "He didn't know how to make my order." Confused and trying to process what he said. He then shows me the slip with everything I ordered and a list of things I wanted removed. I ask so yall didn't start my sandwich? He responds again "he didn't know how to make it." And that "there was no number to call me to ask". 1.. why do you have to call and confirm something that is clearly written on the slip. 2.. If you have a list of ingredients that I want and a list of ingredients I dont want.. what was so hard with throwing it on bread and toasting it? where did the confusion come in? He then tells me "well it's only a little sandwich it shouldn't take long to make. Irritated and pressed for time. I asked for a refund because I figured ordering online would be quicker and less complicated. Clearly I was wrong. So needless to say I left hungry, Irritated & still confused. I wont be back. I took it as maybe the universe was sparing me from having to write a different type of review about the quality of food.

RESPONSE TO THE OWNER: "In A digital age" me modifying a sandwich...inputting my credit card information and IT ACTUALLY GOING THROUGH SHOWING PAID ON YOUR END!? To which I received a pickup time..hinted at a scam?. That's a new one. Furthermore I didn't enter any information. I chose to "continue as a guest", whatever happened happened on your end.. Accountability is clearly not a term associated with this company. Using "we're a small business" isn't an acceptable excuse. Associating the word "scam" with any customer is highly offensive. How your response should have read was; you being apologetic for the hiccup in your faulty system. And then offering to correct the issue. Going forward instead of being defensive and placing the blame on ANY!!!! customer for simply wanting their sandwich made how they wanted it, take accountability and correct the issue without! all the unnecessary finger pointing. As I stated above I will NOT be back but do wish you much success on your...

Hands down the best sandwich place! Subway, Jersey Mikes, and Jimmy John’s can’t compare..like ever. However, this review is to shine light on VAL. I’ve been a customer of firehouse for years..enough to learn the employees that work until closing, who has left, came, etc. VAL, is the ONLY employee who I’ve encountered that always is professional and kind. There’s been times where it has been so busy, day and evenings near closing time-with some rude/impatient customers and VAL alone—has never rolled her eyes at anyone, ignored anyone, nor has had any attitude, ALWAYS greets and thanks customers with a smile, and follows order instructions perfectly. I’ve ordered my usual Italian on white with everything except no pickles, and she’s the ONLY one who doesn’t include the pickle. That may sound silly for some, but a lot of employees don’t care or don’t fully read order instructions (I observe people when they’re fixing my food). She truly is the kindest soul and Firehouse in Stone Park is so lucky to have her. The sandwiches are always good, but I have to admit at times I’ve taken a break because of the employees specially those who close. In the past, they’re engagement with customers has shown that they don’t want to be there until closing. I wish your other employees would pick up on VAL’S professionalism. That girl deserves...

If I could give this place 10+ stars I would. Amazing customer service! I came in today to get an order for my office and while I was waiting for it to be made I got a call that all of our computer systems were down (I work in IT). I had to rush back to my office to fix the problem. I was still 2 or 3 tickets away from my order being prepared so it was going to be a few minutes.

The owner/manager (I'm sorry I didn't catch her name) was amazing. I wasn't sure what to do since I couldn't wait for the food. She said "No problem, give me your address and I will bring it to you when its ready". I gave her the info and rushed back to my office.

True to her word she showed up a few minutes later with my food. This was amazing customer service. Most other places would have simply refunded the money or told me that I would have had to wait, but not this location. They went above and beyond for me while I was dealing with an emergency.

On top of it all, the food tasted amazing. I suggested this to a few of my co-workers who have never been to Firehouse before and they loved it. They're already making plans to go there again this week and put it on the list of one of our regular...