Firehouse Subs Embassy Oaks — Restaurant in San Antonio

Unfortunately, I will not be returning to this location anymore 🙁 bad customer service experience. I came in about 1pm to redeem a customer appreciation card for a free sub that the manager had given me and my family when we previously dined there sometime ago. I called the location by my house to see if would honor it, but they said it had to be from the Bitters location where I got it. That's fine. It states that on the card. So I drove over to Bitters which is a ways away from my home. When I walked in there were about 10 people waiting, phone ringing off the hook, and employees running around trying to get the orders ready. They were in the weeds, which I understand can happen during lunch rush. As soon as I stepped in the restaurant, one of the girls behind the line says,"if you didn't order online its gonna be a 15 to 20 min wait." I said " that's okay I'll wait" so I stood looking a the menu for a bit until she was able to come over. Ordered my sub and told her I had the card. She says," we only take online cards because people have been making fraudulent cards."😮 hungry, embarrassed, and shocked by her attitude, I told her that the manager gave me this card, I drove all the way across town and it only good here". She throws her hands up like I verbally attacked her and and was like "whoa, whoa,whoa." I was not trying to be rude but she acted like it was my fault for coming in to order while they were busy. She took the card and then called the manager after a bit. Guess he approved it. Some of the other teenagers behind the counter were talking smack amongst themselves because could hear them. Anyway, quality of food was good but the customer service and atmosphere is not as welcoming as it once was. I sorry they were behind but they can treat people better and greet people better. It's not what you say and do it's how you...

Love eating here, yet this is my store location and I'm not comfortable ordering here. There's a Man that wears purple lipstick, always has attitude and Rolls his eyes as I place my order. I shouldn't have to deal with this from the cashier. Twice this has happened, after waiting in line patiently there's no Hello or greeting to me like he did the customers before. 2nd time he stepped aside and whispered something in the line cooks ear while I was in the middle of my order. Then he walks away, I ask what's the problem and girl proceeds to give my some excuse. I as a Customer have stopped visiting this particular location because of this particular individual that makes me want to throw up upon seeing him acting girly, when he actually looks like Donkey Kong with purple lipstick. Fix it management, unhappy customer here.

Since my last review online, I came in and placed an order to be banned by manager woman defending her employee acting this way. So my Question is... I give a honest review and am not allowed to eat at my bitters location anymore. Think bout how much $$ corporate has missed from me the past 3 months. I normally spent $17 a week here on a sub and a few cookies. My last visit I was humiliated in front of customers as the manager refused to let me pay for my order she had already started. Instead insisted I leave when I was completely calm and collective that day.

What set her off is she ask anything else ? I thought yes. So I said I'd love some chocolate chip cookies, yet this is the 4th time I've visited after 7pm and they are not available. That started her fury towards me. Don't ask, I won't respond...

Stopped in there for lunch on a Saturday and wasn't overly impressed.

I had the Firehouse salad with a water which was ok, but it didn’t come with everything the menu said it did. No pepperoncini’s. In their defense, it was a large salad and the light Italian dressing was good.

My lunch companion had the medium Smokehouse Beef & Cheddar Brisket sandwich with a soda.

The total for two people was $17.29 – this just seems pricey for a sandwich shop if you ask me.

This location just doesn’t seem as on par with other locations. There were items left on the soda counter that the staff had left after refilling the machine. Also, trash – napkins, etc. left laying on the floor, etc. Another thing I noticed is that when they bring your food to you, they don’t take the order number placard with them, so it will appear that many tables are occupied since the placards are still sitting on the tables. The place only has about 15 tables and at least 5 of them still had the placards on them, so we assumed the tables were in use by someone. The food also seemed to take a while to come out and they were not terribly busy.

I saw the staff standing around doing nothing several times, when they could have been cleaning the eating area and...