Firehouse Subs Dorman — Restaurant in Spartanburg

Well I'm pretty sure I just experienced the worst customer service at a restaurant ever. And there are a lot of bad ones out there. While I admit that we arrived at about 8:48pm, the store wasn't supposed to close until 9pm and there was no other customers in the store. The door wasn't locked and the Open sign was still lit. My wife and I decided we would get our food to-go so that the employees wouldn't have to wait on us to eat. The only guy up front at the time, guy in the picture, red hair and glasses, told us that we'd have to wait a minute before we could order. We said no problem. He walked in the back to get another guy to come out and help with the order. The guy from the back didn't look thrilled. As we were discussing what we wanted to order, very briefly since we pretty much already knew what we wanted, the guy with red hair came back to the register and rudely interrupted us saying "how many sandwiches are you ordering because we are closing in 10 minutes." We looked at each other shocked at his tone but proceeded to place the order and was as kind as possible knowing they are just ready to go home. As my wife placed the order for 4 sandwiches, my 2 youngest kids were standing there with us, the guy was glaring at her with the most "Go to Hell" look that I've ever seen in person. As she looked for a coupon to use he seemed even more frustrated. At this point, he looked so angry I thought he was about to snap on her. I was very close to telling him nevermind, we're leaving, but I thought no. I'll be patient with this guy and see how things play out. We'll just be as kind as we can, get our order and leave. The 2 guys proceeded to make our order but the atmosphere seemed so intense, we sent our 2 young kids to sit in the car by themselves in case things escalated. They finished the order and we were back in our car by 9pm. All of that fuss for nothing. The whole ordeal was finished within normal business hours. My wife did have to go back inside to have one sandwich remade because when the guy took the order, he didn't hear "no cheese". He seemed too angry to listen to the order correctly. When the sandwich was finished, while I was watching from outside, he just tossed the box on the counter, told her sorry, and walked off. From where I was sitting I wasn't happy about it. She said it's fine, let's just leave. I'm hoping the owner sees this because that guy needs to lose his job. I have my own business and have employees that deal with customers directly. If they ever act in any way close to the way this guy acted towards my wife, they will be fired on the spot. I get it, good help is hard to find and this guy must be bottom of the barrel. But if he was my employee, he'd be gone immediately even if I had to personally cover his shifts until I found a replacement. This was absolutely...

I wish I could give this business no stars they don’t even deserve for me to give them a star to write this review. I tried to place an order online but it was 30 minutes before they closed. So I had to place it over the phone the guy that answered told me I couldn’t place an order of 5 subs over the phone. I asked when did this take place cause I have ordered over the phone several of times. He said if someone took it before they shouldn’t have so I told him I would call the manager then he changed his mind. When we got there they couldn’t figure out how to use my points for one of the subs. Which I gave him my phone number and the scan bar and he still couldn’t figure it out. Finally got home took a shower before eating then went through the bag no sub boxes had no numbers on them telling which is which all it had on there was grease all over. So I personally had to check all subs one out of five subs had no mayo well of course all subs had mayo. One of the medium subs was supposed to have been a club well it wasn’t it was a turkey sub. I knew they was closed already called the next morning on break asked for a manager and spoke with Kyle and he said he will remake the two subs but I had to come within three days. So I told him I would just come back tomorrow then. I really didn’t want to eat subs two days in a row but since he said that I only had three days I said let me get them before something else comes up. I called today asked for Kyle the same one I spoked to and he said well about that me and my boss looked at the camera and the subs was done right. I told him no they wasn’t why would I lie about food. I’m very confused cause I never have given broke vibes I’m definitely not rich but I’m not poor either. Everything in this economy has gone up and if I pay one dollar for something I want it done right. I can’t come there and get nothing for free and I don’t want nothing for free all I wanted is for my food to be right. I work hard for every dollar I have so I’m not just going to give it away. I have had issues with this business several of times and have spoken with the Gm before. Kyle gave me her number what of course she never answered then started sending me to the voicemail. It’s ok I see how yall treat paying customers I will now drive to the other side of town if I want a sub. They need a whole different team in there starting with management. I said this to say go to another Firehouse cause you want get what you ordered here and will get treated badly after you have...

Update I sent out a message to corporate and the district leader Cheri. The level of disrespect tonight was unbelievable.

I arrived at 8:28 PM, well before the posted closing time of 9:00 PM. When I attempted to place an order, I was told by staff that their Wi-Fi was down and they could not take my order. They suggested I either return the next day or place the order online.

I attempted to order online, but the system would not allow me since the store was still listed as open for another 30 minutes. It was clear that the Wi-Fi was functioning, as they had just taken another customer’s order moments before I arrived. This leads me to believe that my order was refused simply because it was close to closing time.

As someone who works in management, I understand the importance of completing closing duties efficiently, but refusing to serve a customer during posted business hours is unacceptable and damaging to business.

I also reviewed the Google reviews for this location and noticed that situations similar to what I experienced tonight happen quite often. I reached out to the district manager this evening because this was not a good experience. When I mentioned to the staff that I would be contacting their district leader, one of the employees responded, “I can’t control the system and neither can my boss.”

If this is the way staff members feel comfortable speaking to paying customers, it reflects directly on the leadership and culture they are...