Firehouse Subs Victory — Restaurant in Savannah

My husband and I really like Firehouse subs and order them frequently. But this location has persistent and ongoing problems with staff. They all seem to be under-trained, unmotivated and poorly managed. Today I tried to order a sandwich on the app, to reduce the amount of time it would take, because I had my dog with me in the car and couldn't leave him for long, since it was a warm day. Despite many attempts, I couldn't get the order to go thru on the app, so decided to go in and see if the staff could help. (The problem was that the order wouldn't complete using the reward points I had accumulated.) I stood at the register waiting to be acknowledged while two staff members ignored me in favor of joking with each other. I finally got one's attention, told them the problem I was having, and asked if they could help. They immediately said, "No, we don't know anything about that--you'd have to talk to our manager and she's not here right now." Again, b/c I was in a hurry, I said I'd give up on trying to use my reward this time and just order at the register, and started to give my order. The girl at the register just stood there, and I finally said, "Are you going to put this in the computer?" She reluctantly agreed and I paid for it (which should have been free.) I then took the time to use the restroom and go out to my car to check on my dog to make sure he wasn't overheating. When I came back in and started watching the staff behind the counter, I realized they were still just horsing around and not preparing anyone's food. (Now there were two other people waiting besides myself.) I went up and inquired about my order, only to get a blank look from the guy who was supposed to be making my sandwich. Apparently the paper had run out in the computer, so no orders were actually being printed out! Thru all this, the staff seemed to care less about the people waiting for their food. At this point I had had about enough and went up and suggested that they needed to be working more and talking less. The young man then finally prepared my one sandwich. (One of the other people waiting ended up just canceling their order.) The food ended up being fine, but the experience was terrible, and will definitely make me think twice before using this Firehouse...

On Friday, July 7th, I placed an order for rapid pickup and the website stated that it would be ready for pickup at 3:55pm. When I arrived at the restaurant around 4:01pm, none of the staff greeted me when I walked in and said hello. They all just stared at me and never responded to my speaking to them. I told them I was here to pick up my order and the girl turns to them asking about it and none of them addressed me and told me they were in the process of making it. The staff was having other conversations and laughing while not addressing me about my order. I waited for about 15 minutes before getting up to ask the young girl(who wore her hair pulled back in a bun) about my order. I asked exactly when my order would be ready and she just shrugged her shoulders and walked away. By this time, I was very upset by the complete lack of customer service and disrespect. When they did complete my order, it was 4:30 and my food was just about cold. I told the other girl who wore her hair in a long ponytail that I’d ordered 3 chocolate chip cookies with my order. She said they didn’t have any and she gave me a blank stare without offering me another option to choose from or a refund. When I asked for a refund, she rolled her eyes and went to get who I’m guessing is her manager. When the heavyset lady with locs and tattoos came out, she never greeted me, didn’t make eye contact, or apologized for the inconvenience. She gave me the refund and left. I’m utterly disappointed in the customer service that was displayed at this location. I was treated less than a person and that’s flat out unacceptable. I’ve worked in retail for a number of years when I was younger and we were trained to treat customers like we would want to be treated and to go above and beyond when providing customer service and the people at the Victory Drive location don’t do that at all. They all lack in the area of providing great customer service and a general manager or regional manager needs to pay this location a visit because, as a paying customer, I’m highly disappointed in the way I...

If I could give 0 stars I would. Kyle the so called fill in manager is beyond rude and could use a lesson in customer service. Prior to me placing a order I asked the cashier how long was the wait time and she in turn asked the gentleman making orders(later identifying himself as the owner) and was told 10 minutes. I placed my very simple order a medium turkey sandwich and waited after 15 minutes I inquired about the order pressed to get back to work myself when Kyle says to me what you want to go back to work hungry or wait for the sandwich it will take just as long. Preceding to tell me I have 2 more people ahead of me. I said no I also have a schedule and need to leave as he continued to make rude remarks instead of apologies. He than walks down to the register and began to take new orders and when I said something he tells me they are paying customers (I paid as well $7.05). At that point I was over it! I than demanded he refund me at the moment in which he did slowly. I noticed how nice he spoke to the 2 gentleman when asking them for a moment to refund me and wonder if my skin color had anything to do with my poor treatment. I felt invisible standing in front of him. I called back to get a corporate number to complain and was met with a gentleman stating he's the owner and it would come back to him anyway. He seemed very nonchalant and uninterested in my complaint. However he allowed me to state my grievance and than says I will get on to him.. I will NEVER patronize this business location ever again. Lunch time wasted. Chick-fil-A is quicker and much more courteous and only...