Firehouse Subs Washington Rd. — Restaurant in South Strabane Township

On Sunday June 29th, mid-afternoon, I visited this Washington Pa location. There was one couple dining in. There were 3 employees visible and an additional one (Jose) entered and shortly afterwards began to work behind the counter as well. I placed my order immediately ( Hook and Ladder) with a bigger guy while 2 younger females worked behind the counter. I clearly specified I wanted a Hook and Ladder on wheat bread. I paid and then waited...for approximately 15 minutes. I thought this seemed lengthy since there were no other customers but thought that maybe they were working on call-in or catering orders. The younger females continued their work while big guy walks around in the back not seeming to do anything productive. After finally receiving my sandwich I went to my car and unwrapped it only to find it was a completely wrong sandwich and on the wrong bread. I wrapped it back up and took it back in and gave it to the big guy who took the order. He told me I ordered an Italian and I told him that I had ordered the Hook and Ladder and I ordered it on wheat bread - and the sandwich I returned was not even an Italian, it was a turkey sandwich on white bread. He responded with sarcasm and complete unprofessionalism, suggesting it was my fault, that I was the reason why the order was wrong. Somewhat surprised at his response, I then just asked for a refund. He continued to mumble his discontent about my returning the sandwich and then assigned one of the females to issue me a refund. She tried but wasn't able and quickly rushed out the back of the store, big guy went out of sight. the younger female returned within just a couple minutes with another slightly older female who acted much more professional, quickly began the refund and told me the younger female was building me another correct sandwich. All of this was happening while the bigger guy was now restlessly pacing around the back, seemingly irritated at the whole event. I thought it may be helpful to those in charge to know about this whole experience because not only was it uncomfortable and inexcusable, you have an employee that is clearly unprofessional and uncaring to give good customer service that probably needs to be reprimanded and would benefit from some customer satisfaction training. On the other hand, you have a few others that handled the situation much better and deserve recognition. I'm sorry to say that I probably would not recommend this location based on this one time experience. I...

Absolute GARBAGE customer service. We placed an online order. Got there about 5 mins early. We waited by the online order shelf patiently for the food to be done (keep in mind i placed this order an hour out.) The pickup time expired so I went in front of the counter and waited for someone to ask if I needed anything and nobody did (they were busy making food.) So I went into line to ask the lady at the register what the status of order was. I finally made it to the register and she looked miserable, didn't even greet me or ask me what I needed. So I told her I was here for my pickup order. She told me check my phone if I ordered online. I told her it said they would call me when it was ready, but the pickup time was now 10 mins behind then she proceeded to point towards the online order pickup and told me to check there for it. I was like okay, I need to order drinks because I forgot to order them online and proceeds to tell me, "yeah they all do." Once I was ordering drinks I wold her I was having trouble with the app and then she continues to bash the app telling me how it's really bad and nobody ever does anything to fix it and they released it without testing anything. To be honest this is up there with the worst experience I have had in a restaurant. I cant honestly say I'll be going back. I think Jimmy John's and Jersey Mikes will be getting my service from now on. It's a shame because the food is so good but the employees or...

Working on the ambulance we placed an online order to grab and go .. we placed it at 20 till Noon for a noon pickup, we got there 4 staff members were behind the counter with zero urgency, multiple other costumer's waiting for their orders ( mixed between eating in & take out ). We waited 15 minutes with no food nor drink cups places on the pickup shelves. 1 guy was slowly placing the take out boxes together & stacking them, 1 lady was smashing tomatoes in the back & running back to check out the register, 1 lady making sandwiches & then another picking meat slices apart ... No iniative to get orders filled. At 12:30 we finally asked how much longer for our online order which we were told another 15-20 minutes to wait. We asked for a refund, at which no team member knew how to grant that, a sassy women smugged us telling us door dash needs turned off ( Ma'am we are literally in uniform that does not represent door dash ) & we stated we placed the order on the actual website not door dash, she then told us she cannot offer a refund because this was not her store. After multiple staff members called someone eventually a text message of instructions were sent to the staff explaining how to refund a customer. While this entire situation was unfolding not a single sandwich was made. No sense of multitasking, no team work, no urgency, no bellies being filled 😭 we get orders come in and it gets busy however multitasking,...