Firehouse Subs Outlet Center Drive — Restaurant in Smithfield

For our visit, the customer service was absolutely terrible. We came in and asked for a build your own VEGGIE sandwich on wheat bread. The lady says "what kind?". We begin to tell her what VEGGIES to put on the sandwich. She says again with an attitude "What kind? We have turkey, ham, chicken. What kind?" We then state again "A veggie sandwich with no meat." Then she asks what kind of bread.

This interaction shows me that she was not listening.

We get the sandwich and she put cheese on it. We were never asked if we wanted cheese and we specifically told her the ONLY items we wanted on the sandwich. We bring it back to get it corrected and they of course had an attitude and tried to correct us stating, "For future reference, all of our sandwiches come with cheese so just tell them that you don't want cheese."

If I tell you EXACTLY what I want on my sandwich then YOU are in the wrong. If you do not even ask what type of cheese that I want then YOU are in the wrong. If you decide that you are incapable of LISTENING to the customer and you want to have an attitude then YOU are in the wrong.

Please do...

If I could I would give 0 stars review. They advertise false advertisement and the workers there on 03/03/2025 around 7/8pm were very rude and very unprofessional and when I asked to speak to the manager the girl who said she was the manager was laughing at me and talking about me to her coworkers. No employee there knew what a secret shopper was, they admitted they didn't know, the supposed manager asked me "secret shopper what's that explain that to me". Worse experience of my life, I will never go back to this firehouse location again, I took my business and money a few feet away to another restaurant. They plainly had a sign saying new try firehouse pairs get a small sub and small side and when I ordered it they said they didn't do that anymore even though they still had the sign up advertising it, then they proceed to tell me that no employee in there could mark it out or remove the signage of false advertisement, then they the employees accused me of going in there just to argue, I think the health department needs to pay this particular location a visit and send a secret...

I placed an online order at the start of my lunch break. I got an in app confirmation and email confirmation. The money was also withdrawn from my card. I wasted my entire lunch break waiting. They said they never got payment. I showed every bit of information I had showing my order and the charge. I tried to be understanding because I have been a restaurant manager in the past for years. The manager/owner whoever she was says “I’m doing the right thing by giving you free food so when you figure out if you paid me or not you can come back”. I am not one to ask for a handout or free anything. I hardly even redeem my points and firehouse is my favorite sub place. I have NEVER had any issues ordering and have from multiple locations. But I can promise the charge is in process to be disputed and I will not be back to Smithfield location. When I am being understanding and patient, it would be nice to be treated the same and not have a snarky tone as if I’m trying to steal something from you. Respect goes...