Firehouse Subs Westlake Saratoga Springs — Restaurant in Saratoga Springs

I pulled into the drive thru at 2:50pm, I sat and waited behind an elderly couple while they placed their order, and I then quickly made my order that I have memorized atp. I pulled up behind the elderly couple while they waited at the window. I realized we had been parked there for a while already, and I didn’t know what was taking so long. I paid attention to the couple, thinking maybe they had a large order. They didn’t. Just two sandwiches. After 20 minutes I was finally able to pull up to the window and was greeted by a very excited employee, she was kind and told me that she’d have my order out very quickly. I then watched her through the window as she danced around and put my sandwich together little by little. There were two other employees there just standing around. No customers at the counter, nothing else to do. And when I say she was dancing, I mean she was legitimately dancing around and twirling. Look, I’m all for having a good time at work, while you’re working. But goofing off and not taking your job seriously is a whole other deal. I waited 12 minutes for my sandwich to be made little by little. And then she finally gave me my order, while also forgetting my sauces and pickle. I sat in the drive thru for 32 minutes straight, and her goofing off, made me late for my own job. Very dissatisfied with...

Keeping this as objective as possible as I genuinely enjoy the Firehouse chain. This location has been opened for weeks now and it seems like they still struggle to get customers in and out. A brand new chain should NOT have so many consistently bad reviews already without any solutions in sight. Today I spent 45 minutes in the drive through line to be greeted by a miserable wet sandwich. This experience is consistent with the other 3 or 4 times I’ve been here; obnoxiously long waits for subpar food which is accurate about 50% of the time.

Trying to establish a new store in town is difficult, and this is not how to do it. Competing sandwich shops are less than 5 minutes away. Bring in expertise from other locations to get yourselves off the ground, provide additional training, staff up.. something. I want this place to succeed, but this location is mismanaged to the point where it’s unbearable.. I won’t be back for a while, but wish you guys luck in improving...

The employees are certainly nice enough, and for a new store I know there will be some growing pains. I've been here twice, both times in the drive thru. The first time, that took well over half an hour with a very short line. The next time was a little faster, but I got home to find out that they got my order wrong. Wrong bread, missing items, and I took a bite into a 2" square of paper right in the middle of my sandwich. I very rarely complain, but this was a 20 dollar meal. Corporate was fast to respond, escalated it to the store and I have yet to hear anything back from them about a refund or making this right. I'd recommend the store over by Thanksgiving point in Lehi instead of this place.

Update: been over a week and I have yet to here back from this store (outside of the generic response left here today on the bad review), even after reaching back out to support. Take your business elsewhere. I wish I had read the other reviews...