Firehouse Subs St. Cloud — Restaurant in Saint Cloud

Update as of 3/9/2024: I have received an email in response to my review from corporate. I was informed that there is a trouble ticket assigned to my issue. Apparently, it’s up to the local servicing store to contact me and solve the problem. They have no deadline or time element. It could be a year for all I know. This happened on 3/4/2024. At the present time, no one has contacted me. Just telling a person that there is a trouble ticket doesn’t solve the problem for the consumer. This group of 5 people have spent a lot of money at the St. Cloud Firehouse in the past. This poor reaction doesn’t make us happy or wanting to go back there. Original review: My husband and I stopped by to grab dinner last night (2/26/24). The order went just fine. Unsweet tea was almost totally clear with no taste. The three young men preparing were having a “grand” conversation. My husband ordered a cheese steak and hook and ladder for me. My tomato and lettuce was on his cheese steak. Maybe too much conversation. The steak wasn’t the quality that it has been in the past. Very leathery. My hook and ladder was ok but missing the tomato and lettuce. The amount of meat was less than it had been in the past visits. We used to really enjoy the food served there. In fact, my DIL asked me how our food was. I told her. She said that they experienced the same problem when they visited there. The same people working with lots of “conversation”. Is this the way Firehouse is going? If so, will have to find another favorite place....

My husband and daughter went here today to pick up lunch, we live about 20 minutes away and had other plans for the day, so they didn’t stay and eat in. My husband had to tell the cashier twice that my daughter wanted a TUNA sandwich, my daughter told me when they got home that the register lady seemed very bored and un-interested in her job, which tells me she wasn’t paying attention. When my daughter opened her sub box she realized she received a turkey sub, which was not what she order.. yes they should have checked before they left, but we normally have correct orders here and they were in a hurry to get back home. I called the store asking what we could do about this, because my daughter doesn’t eat lunch meat and we don’t have the time to drive back since that would be another 30-40 min. Round trip. The lady who answered told me they would just put a credit on our account and when we came in next time, they would re-place the order… Great! Well, she put me on hold to make sure this was okay, after being on the phone for 10 minutes she comes back and says my owner said we cannot do that, you’ll have to come back today and bring the sandwich back to have it replaced. I explained that we don’t have time to come back today and are not wasting more time and money for their error. She said there was nothing else they could do. I’ve worked in the food industry and the medical field my whole life and to me, they are not doing what they could to make this right and it’s a...

I had ordered 5 subs online yesterday and had the wife pick it up, as we had family over. They messed up the order (wrong sub, missing accompaniments on 2 others, missing the pickles on all of them, etc.). As such, I reached out to the store and spoke with Stevon (or Stevaughn -- please forgive me if I misspelled your name, my friend) and he profusely apologized for everything.

As it was almost 7pm and we lived 20+ minutes away, Stevon/Stevaughn pledged he'll make it right the following day (today) when he is there (after 5pm).

He remade the order and even gave some cookies (which my son LOVES...thanks!) as a way of whole-heartedly apologizing and making things right. Simply amazing👏

Stevon/Stevaughn, thanks so much for taking ownership of the situation, even though you were not directly involved in messing up the original order! My family thanks you. You are an asset to the establishment!

Notes to leadership and the higher-ups ups: PLEASE keep this man and consider a raise and/or higher position for him. The wife and I are/have been in leadership roles throughout our respective careers...and typically we can spot an asset to an organization when we see one. Stevon/ Stevaughn has integrity, accountability and care , something that is very sorely...