Firehouse Subs Elm Springs Road — Restaurant in Springdale

While the food is great, their staff is far from it. When ordering in person on a previous visit, I asked them to input my wife's phone number for their rewards program. The employee told "we don't do that anymore." WHAT?! On another visit an employee successfully inputed our cell phone number for their rewards program. When I told the employee that on a previous visit an employee told me they didn't do the rewards program anymore, she told me her coworker was wrong. Then while ordering today, I again attempted to have them enter my wife's cell phone number for their rewards program, the male employee told me he had no idea how to do that. He summoned a female employee to assist him and she told me she did not know how to do that. Additionally, when I tried to order their "Thanksgiving Bowl" she had no idea what I was talking about and asked me if I wanted a soup bowl. I told her the "Thanksgiving Bowl" is listed on their website (it was not listed on their menu board in the store). Whoever is training the employees at this location has failed in their performance. Events like this are what keeps me from patronizing their location and...

I called within minutes of placing an online order and requested that they put the sauce on the side. There is no option online to put the mayo on the side. So my sandwich doesn’t get soggy. Well I got a child who had no intention of providing any customer service. She said they already made it (which idk how they made 2 sandwiches in literally 3 mins) and told me to hold on and after holding about 30 seconds she hung up on me! When I called back she said that he had already picked up my food and she couldn’t help. Well there had been no confirmation on my end that he picked up the food. Upon delivery he said he confirmed the order when he got there thus proving she was being dishonest and just didn’t want to provide any customer service. She told me to take it up with door dash but it was firehouses crap service I had...

The cashier up front was extremely helpful and courteous. However, the experience with the staff in the back was disappointing. When the cashier asked a few clarifying questions on my behalf, they responded with clear attitude and were noticeably disrespectful toward her. I had also requested a catering bag since I was picking up multiple orders, and while the cashier was assisting me with that, the back staff reacted rudely and unprofessionally.

As a former assistant manager at Firehouse, I understand the importance of teamwork and respectful communication. The way the back staff treated their coworker—and by extension, the customer—was not reflective of the standards I’ve come to expect. It was an unprofessional and uncomfortable experience that I hope will...