Firehouse Subs Millcreek — Restaurant in South Salt Lake

Terrible manager. Awesome workers.

We walked over here on a Sunday evening to celebrate the birthday of an elderly man with cancer who didn't want to cook for himself.

The POS system broke while we were trying to pay. We paid several times with glitches every time. After a frustrating 45 minutes or so, the payment showed to go through, but with zero balance and a substantial overpayment on our behalf. At this point, the staff called the manager.

She was incredibly rude. After making no attempt to remedy the problem caused by the system, she resorted to belittling us telling us that if we wanted our food, we needed to pay for it.

The reason we called her is because we had spent almost an hour with the amazing workers here trying to get the payment through. It has glitched, and over charged the card. The receipt showed as over payed, but also, not paid at all.

After an insanely aggravating few minutes attempting to explain what was happening with the manager, we eventually hung up and attempted a different payment method.

The payment issue was on the business side.

We attempted to pay multiple times.

This behavior is absolutely unacceptable. Treating us like we are the problem when you are not even here to see the problem. Condescending to customers who are trying hard to just pay for their food. Creating a stressful environment for workers because you can't be bothered to deal with a work situation while on the clock.

Thank goodness for the workers on site. Patient and gracious with all the chaos. 🙏

After a couple of hours, we got our food.

--- Update ---

The workers were so frazzled but the situation that our orders were not totally accurate and after we walked home, we realized there were things missing.

We had to walk back and request the remainder...

The food is good, when it's correct. Online ordering is supposed to make your order easy and accurate, but if the people making your food can't even stop to read your ticket, we'll then it's a wash. Last time I ordered, I selected the "No pickle spear" option and they STILL gave me a pickle. This time I thought maybe if I also added it in the comments, they would be sure to see it. Well, turns out either they can't or don't want to read your order thoroughly, or they think they know better than the customer because sure enough, they gave me a pickle again. How hard is this?! This is your job; details matter. Luckily I'm not allergic to pickles, but I loathe them, so it is pretty aggravating to have them in my food when I specifically request to not have them. I was going to say that maybe next time I'll make a bigger note, but there probably won't be a next time. I'll go somewhere else that will actually pay attention...

Firehouse . . . you have GOT to be kidding me! If you're going to advertise something as the "Thanksgiving Turkey Sub," with turkey, dressing, and cranberry sauce . . . and have a poster showing a big dollop of the cranberry sauce including whole cranberries, I expect that my sandwich will have cranberry sauce, and plenty of it. Nope. I literally had to look for it, and there wasn't much to see. The tiniest of a little red smear on the top piece of bread. Not one bite with any distinctive cranberry taste, and not a single whole cranberry. And I tipped for that awful thing? I thought about complaining, but just didn't want to do such a stereotypical "Karen" thing. But do yourself a favor and avoid Firehouse's Thanksgiving Turkey Sub. It's not as advertised and is a waste of both time and money. One star, and I think I'm done with Firehouse. And take that poster down too. That thing is false...