Firehouse Subs Potranco Village — Restaurant in San Antonio

Let me start by expressing if I could leave a ZERO star rating I would. Nonetheless, I just currently moved to the area, and visited this Fire House Location on Potranco and 1604. What I thought was going to be a great experience based off other restaurants I visited in the area turned out to be the most horrible experience possible. I walked into this location at approximately 6:15PM on Wednesday, March 24th, to place a take out order. I ordered three Pair Two subs with three sides at 6:23PM, and waited twenty minutes before walking up to the counter to check on how much longer I had to wait to receive my food, as other people who had ordered after me were already getting there food. Now, it’s 6:43PM and the young gentleman (worker) indicated to me that it would be another three minutes to get my order. So once again, I wait patiently, until I see the staff talking and playing around is when I asked for the manager to request my money back. The young gentleman shouts out to the manager who’s slightly in the back doing I don’t know what to tell her that I wanted to speak with her. As this so called manager literally ignores the employee I am now frustrated and call out for the manager to come out from the back and give me my refund so I can leave. That’s when this so called manager comes out from the back and shouts you need to wait. At this point, I responded with I am not going to wait any longer and you need to give me my money back. This so called manager, states I am going to call the police and then I will give you your money back. I told her call the police I want you to do that so I can be on my merry way. Now, I am at the point where I am thinking where did they find this manager and hire her because she’s straight up the most Uneducated and unprofessional staff member within the location. I hate to use the word GHETTO but let me tell you this manager was by far the most Ghetto manager I have ever come across. This young lady (manager) tells whoever she was on the phone with which I am pretty sure it’s not the police because she states out loud I hope this customer hasn’t been drinking because she has a whole kid with her. I then respond and tell her sweetheart I don’t drink and for you to even assume is beyond disbelief and you need to give me my money back. So I then call the police my self to the location so I can get my refund as I am waiting now at 6:55PM, I guess she realized I wasn’t leaving or scared for the police to come that she finally decided to give me my money back. Mind you this Ghetto manager is still making comments under her breath to the other gentleman that originally was serving me and that’s when this young gentleman starts making comments to me and of course I tell the gentleman (kid) I see where you get your training from as I am walking out the restaurant. To end I waited a little bit longer outside to see if police would arrive and they never showed but did call me back to ask if I still needed help and I let the dispatcher know that I finally got my money back and there was no need to waste there time to come out to the location. I will say that this location staff needs to be retrained on their customer service and needs to really re-evaluate who they are hiring as managers to run their restaurant. If they continue to have a problematic manager like the one I came across they are definitely going to lose business. Instead of trying to de-escalate the situation she made it worse. Also, they should be wearing name tags so they can be addressed by name. I truly hope this review comes across to the owner since it’s a...

Usually love Firehouse Subs at any location. But will never visit this one again. They are quite expensive but usually worth it. Splurged $60 for a birthday dinner with our son and they made a mess out of it. The usually delicious Smokehouse Beef and Cheddar’s had no bbq sauce at all and like a gallon of mayo and the brisket was pretty much all fat no meat. Felt so bad to serve this to our son on his birthday. Never seen such a messy sandwich made with less love and attention. Called to let them know how bad it was so they could correct the cook before they ruined someone else’s meal too and they offered to replace all of our meals. The female “manager” said she was writing our name in the book and to give them another chance. Called a week later to get our replacement order when our son was visiting again to make up for that horrible birthday meal and Guess what? We aren’t on the books… so because the manager didn’t do her job (twice, once not checking that disgusting mess of a meal and second by not writing down their mistake) they don’t want to replace it. Elaine didn’t want to admit she messed up and had an attitude about the whole deal. Claimed she couldn’t see our order at all, although I could see it just fine in my order history online. Told us the owners were not available to speak with because they were on another location (apparently with no phone) and to call back the next day when they would be there. Way to ruin a birthday! We will drive out of the way to go to another location from now on. Right now when every penny counts, don’t waste your Pennys at this location, they couldn’t care less about the customers Cookies were super hard and...

I ordered subs for myself and my 2 girls. While I waited for the subs, the workers in the back were talking about the last time they spanked their kids and they were laughing. All three orders were wrong. My daughter was given the wrong side with her kids meal (even after the cashier asked twice). My other daughters sub had extra ingredients that she doesn’t like and my sandwich was missing ingredients. I didn’t notice until I got home after driving in traffic and in pain. I took mine & the kids meal back. I didn’t take my daughters because she removed some ingredients and ate half of it. I got there and they were SO RUDE! I mean I can’t even express how frustrated & upset I was and I rarely get upset with workers. I asked for a manager and he smirked and said, “I am the manager.” They made it seem like I went for a free sub (even after they took back the sub they gave me at first) and they kept smirking and whispering behind the counter while looking at me. I just asked for them to make it correctly. Their attitude changed my entire day. I didn’t make a scene and they acted like I was crazy for wanting my sandwich made the way I asked. After waiting for my food while they laughed and stared, they still got my order wrong! It was one ingredient that I didn’t ask for or want. I told him and he said, “WELL THAT’S WHAT IT SAYS ON THE TICKET!!” I said “Then the cashier wrote it wrong.” and walked out with my food still incorrect. The way they treat their customers is...