Firehouse Subs Seneca — Restaurant in Seneca

My coworker and I put in an online order a week ago. 3/15/16. The online generator told us that our pick up time would be at 1:08pm. The store is across the road from our business so maybe 5 minutes to get over there tops. My coworker went to pick up the food and had to wait for 30minutes because they hadn't even started our subs. That's an hour from the time the order was submitted to when they were actually done for anyone who cares to know the math. When she got back we opened the subs to find the horribly wrong. So wrong it is questionable if the employees can even read. My coworker's sub was missing olives, pickle, spicy mustard, and one of the types of peppers she had asked for. She also asked for mushrooms and only had ONE, and I mean one single, mushroom. My sandwich was supposed to have oil and vinegar, they put mayonnaise on it. It was also supposed to have spinach and did not. We called the office and asked to speak to the manager and the girl said she would have to call us back. We told her the reason for our call and she laughed and said "okay I'll tell her". Needless to say, we did not receive a phone call back. We then proceeded to call corporate who filed the complaint and said that someone would be getting back with us in just a few days. That was a week ago. No one has called. No one has emailed. We have called corporate again today and now their story has changed and it is the general manager/owner of the franchise that is responsible for calling us back in regards to our complaint and there is nothing they can do except file it. Good to know that the Owner cares so little about their franchise that they have allowed a very serious complaint to go unanswered for a week. Will never eat at this...

Never visiting again...Ordered online, received the email confirmation from Firehouse and email notification that my credit card had been charged. Arrived at the store 30 minutes later and they don’t have nor recall my order. Cory, whose customer service skills are equivalent to a bored Panda, can’t provide me a refund. He goes on and on about how the online ordering system sucks and he advises everyone not to use it. They can’t refund my money nor re-issue the points we used for the order. I re-order and re-pay again at the counter (now into this meal for $100). “Is this for here or to go,” I was asked. He wasn’t kidding. It’s another 25 minutes before my order was ready. No apologies, no sympathy, no free bag of chips for our troubles...BUT THE FUN DOESNT STOP THERE. When I get home (20 minutes away) it’s discovered one of our sandwiches was left out of our bag. Calling to the store to get a refund I’m informed that can’t happen without coming back to the store. Not doing it tonight but was told I could come in tomorrow for the refund....BUT WAIT, THERE’S MORE! (Next day) I arrive at the store and am told by the no name tag wearing wannabe manager that I can’t get a refund, but, she can make me a sandwich! This was after she tried to convince me that I was lying about the missing sandwich! Did I cuss? Damn right I did.

We travel all over the US and Firehouse is one of our favorite places to eat. Customer service is just important as food quality. I will never visit this store again. Off to dispute my charge and figure out how to get my points back because the “managers” at Seneca Firehouse are too busy complaining about their systems and inability to hire customer centric employees than actually help...

I placed an order, for the firehouse meatball sub, I waited 10-15 minutes to get said order in a store that was virtually slow, according to the staff. I received a large meatball sub with 3 meatballs on a large sub. Then it progressively got worse when the obviously shift lead still hasn't called me back and initially forgot to get my phone number the first time I called, then took it after me saying you didn't even get my number the first time. I have now been waiting for over 30 minutes and still no resolution on this issue. SMH

After going back in to the store to try and resolve this, the manager said they did put the right amount of meatballs on, ( obviously she saw clumps of what she thought was actually meatballs, now I have to wait on the local owners to contact me. AGAIN SMDH

I am now in day 3 of waiting for the manager/owner of this Firehouse and just as I thought they don't even care about custom service or rectifying this situation. This is ridiculous for a business to disrespect customers by not responding to a complaint. BUYERS BEWARE DONT FREQUENT THIS STORE.

Over a week later and still no response or resolution on this sandwich, it is sad that your customer service is what it is on the upper management that it has trickled down to the store level. I wish I knew how many and where this management had more stores so not to frequent...