Firehouse Subs Town Square — Restaurant in Roanoke

My husband went to pickup an online order that I had placed. When he gets there they first tell him someone else picked it up then they said it was closed out and there was nothing they could do. They couldn’t refund us or redo our order. My husband has been there for over 30 minutes while we are waiting on a call from the manager, which at this point I don’t think it’s going to happen. This was over a $58 order and we even took the email conformation in there and all the girl did was smirk and say if you talk to my boss then you can talk to me, at this point my husband leaves. I finally did get to speak with the manager the next day (I called her even though they took my name and phone number for her to call and I waited till 4pm )and although our card has been charged and posted for a meal according to her that never existed, I am appalled that she would think we believe this because first of all I have confirmation for the order and our card was charged and we received email next day wanting to know how our experience was with our order, again a order that doesn’t exist. No we never received any food worst customer service ever…I am turning charge in as fraudulent and reporting to BBB. The manager at Towers is the one that was to give her my info, which she said me calling was the first she heard about it. When speaking with her I find out she owns both locations. Own your error instead of trying to say it doesn’t exist. Like I said they are not correcting this issue either I had to notify the charge as...

Went to Fire House to get a sub today because It was the day that I could get one of them free because of my name. I usually have a good experience but this little guy had an attitude right off the start. I told him my name and as I was getting my ID he's like where is your ID like he was mad. I'm like. I'm getting it for you now. He had a very nasty attitude for no reason. Even as he was taking my order, he was acting mad, He then went over to the girl who was making subs he whispered something to her and they laughed. Then Instead of her making my order he started making my two subs. I was difinitly watching him after that.He reached under his apron I don't know if he was wiping his hands or getting something out of his pocket. Then grabbed my buns. And put them on the table I don't know what was wrong with him.The manger walked out from the back and I was going to speak to her but she returned to whatever she was doing.I haven't even eat my sub and my wife hasn't eaten hers yet. If we have any issues I will. Go find out why that guy had an unwarranted issue with me. I didn't see his name but he was a little guy with blue painted fingernails. If you work with people you should leave attitudes at home. That's very unprofessional. And I probably won't go to that...

The subs, "once made correctly", are pretty good, so I will add one star for that. HOWEVER!!!!.... They DO NOT seem to understand, "No Onions".

My girl has an onion allergy. MOST restaurants take allergies very serious, Fire House does not! 4 out of 6 times we have found onions on the sandwich, even AFTER TELLING THEM MULTIPLE TIMES while ordering. We have even told them, "it's an onion allergy" while ordering, and the staff just doesn't care, ...at all!

Tonight, after clearly telling them, NO ONIONS, they did not add RAW onion to the sandwich, ...BUT THEY ADDED SAUTEED ONIONS! bangs head

Now, when we bring the sandwich back, and show them clearly all the onions, they do make new ones, but now again, we are waiting for the time it takes to make a second sandwich. Twice, the manager wants to give us grief for finding the onions, and tries to claim it's just lettuce, or that it's so little it shouldn't matter. (I'm old enough to be able to tell the difference, and she's allergic to even the little cuts of onion too, not just big cuts! Geesh!)

If you have ANY food allergy, avoid this place or stand guard over the counter and watch them make your sandwich, that's what I have to...