Firehouse Subs — Restaurant in Richmond

I tried to place an order through the app. I kept receiving a message saying there was an error processing my order, so I didn’t think it went through. I figured I would just place my order in person instead, so I did just that. After getting home and eating, I discovered an e-mail confirmation for my online order that I thought never went through. I called the app’s customer service. They told me to call the store directly for a refund. When I called the store, I spoke with a familiar voice of the worker I see about twice a week when I frequent this location. I always thought he was super nice until now when I wanted a refund for an order that the app said wasn’t processed. He said they don’t do refunds; that it’s not even possible. He made me feel very stupid telling me it was my own fault for walking past the online pickup orders to place a new order in person. I told him I didn’t need a refund if they would just let me have a free sandwich next time. I literally go there like twice a week, but he’d rather lose a regular customer than accommodate me for an error on their own app. What kind of service is that? They could’ve gotten probably hundreds of dollars from me in the long run for fixing this little $10 problem as I very much love Firehouse Subs. I want to cry right now for having to give up such a wonderful product because of poor customer service and a faulty app. I filed a dispute with my bank for the charge. Hopefully I get my money back, but I still will not be returning to this...

I just tried to order a tuna sub at this location, which I've gotten several times before and each other time the tomatoes and lettuce were fresh. This time the lettuce was brown and slimy. I was told by who I assume is the manager that the lettuce is never going to be better than that, and I know that isn't true because I've gotten sandwiches here and at other places with fresh lettuce literally hundreds of times in my life. He offered to remake it, but what is the point if the lettuce is all the same? This is the second time I've been to a Firehouse Subs with this exact issue. Apparently food safety and offering a quality product isn't as much of a concern as saving a few dollars on a new head of...

Firehouse seems to be hit and miss depending on which one you go to as far as the employee's enthusiasm. The food seems to be consistent no matter which one I go to. It used to be that when you walked in they would excitedly greet you with "welcome to Firehouse!" I haven't heard that in a long time. One of the three employees behind the counter did manage to muster up a mumbled something something Firehouse. The food tastes exactly like all the other Firehouse places, which is great, but the complete lack of enthusiasm bordering on depression just brought...