Firehouse Subs Saraland — Restaurant in Saraland

I most definitely wish I could give a zero. I have issues with this establishment every single time and 10/5/2022 was no different. My neighbor placed an over the phone order and asked if I could pick it up for her. I arrived at this facility at 7:24pm and proceeded to the check out counter to pay. The young lady there asked if the order was ready and the gentleman stated no so I took a seat. There were approximately 4 people ahead me but again this order was placed over the phone. Once those people left I notice a gentleman got up to retrieve his order who clearly came at least 25 minutes after I arrived. That's when I proceeded to the counter and ask where my order was and everyone looked confused and then realized they put the order behind the check out counter (and no they did not call the name on the order out). The gentleman from the beginning tried to hand me the order that at this point was COLD and I told him the order needed to be remade which also we are 35 mins into this order. The order was remade and no one asked about giving a refund for the payment for the inconvenience or sorry or anything. After leaving I called them back and asked for the corporate phone number and the young lady stated she did not know it so I asked for a manager and she stated she was the manager but still did not know the corporate number. I explained to her how unprofessional this establishment was and she proceeded to lie and say someone called the name but (no one at the store mentioned this by the way) because it was a lie and told me I could turn around and get a refund but without a care in the world in her voice. I get to my neighbors house and guess what the freaking sandwich was made incorrectly but...

The food is great. It’s the customer service that is absolutely horrible. I’ve never had Firehouse until about a month ago. Being my first time and ordering online for pickup, I didn’t know how things worked. I ordered drinks, one being a kids size. The crew was so rude when I asked about the cup size because they only had one size. They wouldn’t say a word. They only nodded their head and pointed. I ordered a second time because I thought maybe they were just having a bad day and since the food is good, I wouldn’t let it stop me. I ordered pick up again and waited 15-20 minutes after they said my order would be ready. I didn’t see a bag so I thought maybe it wasn’t ready. Three of the crew members just stood there and looked at me. Not one of them asked if they could help me. I finally got my order and left. I should’ve known better, but for dinner I decided to use ASAP since I had credits and ordered from Firehouse. I waited 30 minutes for them to accept my order. A representative from ASAP contacted Firehouse and said they aren’t accepting online orders and cancelled my order. I called a different Firehouse location and asked if they were accepting online orders. I had my order within 40 minutes and the location is about 20-25 minutes from me. Saraland, AL Firehouse needs better...

Me and my family have grown tired of this location not getting our food correct. My wife is allergic to tomatoes. She can't stand lettuce or pickles either. This location is horrible about putting pickles in the sandwich boxes even if we tell them no pickle. Not only do the pickles make the boxes have a strong smell, but the juice also saturates the bottom of the sandwich making it fall apart when you go to pick it up. The salad dressing is also way too watery.

We thought it would be a blessing to have another business choice for subs, but have been disappointed almost every single time we order from here. Subway doesn't have fresh meats, and Jersey Mike's isn't that good.

We have spent a lot of money at this location and are at the point to where we are going to have to start going to the next nearest location when we want Firehouse, which is...