Firehouse Subs Rockwall Plaza — Restaurant in Rockwall

If I could give them -5 stars I would. I went there two different times within months of each other and HAIR was in my food. The first time I told them about the hair they said 'grossss' and I asked why don't you guys wear hair nets the young lady said she was never told to wear one. The team couldn't give me a refund because they didn't know how to process the refund and the manager was off and wouldn't answer the phone. They took my name and number so she could process the refund but I never got a call back. I went back to Rockwall probably 3 weeks later for the refund and the owner/mgr gave me a refund apologized and even asked me to give them another chance that he was short staffed due to covid and I understood where he was coming from. I went back a couple of months later, noticed the workers not wearing a hairnet...I still ordered(I shouldn't have). I checked my sandwich before I left and there was yet another long black hair in my food. I cringe thinking about it now. This time the team was able to give me a refund and he said 'we will go ahead and refund my entire order as a courtesy' basically since I made my drink and I was drinking it already. I left it all there and will never return. Imagine how many people have had hair in the food and didn't check it. I now check all of my food especially...

I went to FireHouse subs and placed a order online. My sandwich couldn't have been more wrong. I finally got hold of customer service and they got hold of the owner of this store Vance Reynolds. He offered me a free combo. I thought that was really nice of him. I go to the store and showed them the email he sent me. They laughed at me and said that's only for a drink and chips. I was in shock. I wrote him. And he said that's correct. I said my chips and drink were correct it was the sandwich that was wrong. Simply wrote back im sorry. Have a great day. This location has horrible reviews and now I know why. With the Owner being the way he is to his paying guests I hope this place looses business because of these reviews. His staff was absolutely horrible. The girl that worked the cash register should be fired for laughing in my face. I will never be back to...

My fiance and I walked in to Firehouse subs in Rockwall yesterday, (10/1//23 about 12:30) after a bad experience next door at Freebirds.

Being a loyal customer of Firehouse subs, there is standard greeting. Someone looks up and says "Hi, Welcome to Firehouse!!" Not here. We walked in and 4 employees looked up but not one said anything. I got to the counter to place my order and I had to say Hi to the cashier, a young kid who I interrupted on his phone. He didn't even acknowledge me. I shook my head. Looked at my fiance and said "Let's just go somewhere else". Not one single person in that place was friendly to us.

I came here to leave a review and the bad thing is that's all I see are bad reviews about the terrible customer service and the young kids working at this store that are not polite to customers.

You guys lost...