Firehouse Subs Tarpon Springs — Restaurant in Tarpon Springs

Mike Rooney, you've got a huge problem and his name is KENNY! His poor customer service skills are negating the deliciousness of your yummy food! My husband and two adult kids LOVE Firehouse Subs so when one moved in to Tarpon Springs, they were happy. I am new to GrubHub and decided to try Firehouse Subs today using that delivery platform. Food arrived fast enough. I should have made Janice wait while I checked. I ordered subs for myself and decided, since it was late in the afternoon, to order for my husband WHO WORKS AS A CIVIL ENGINEER IN ST. PETERSBURG FLORIDA. The instructions for his sandwich read,

1

Smoked Turkey Breast

• Medium White (+$7.49) “Lettuce, tomato, onions, green pickles, etc but NO DRESSING ”

to avoid it being soggy by the time he would enjoy it at approximately 6:30pm.

I also inadvertently ordered two (2) Diet Cokes intending to order one Regular - my bad.

I telephoned the store immediately upon discovering the mistakes. Kenny answered and replied to my inquiries with, "I didn''t make the sandwich," etc. Kenny also scolded me for ordering the wrong Coke which I accepted but felt was harsh (Customer Service?).

Lastly, I asked to speak to a Manager to find out if there was some way to correct the sandwich error. He stated there was no manager on duty.

Almost simultaneously, a female voice came on and stated, "Hello, this is a Manager, my name is Samantha."

Samantha should be commended for quickly understanding and apologizing for the store's mistake and not scolding me for mine. She offered to prepare and send a new sandwich - and a COKE - as soon as I contacted GrubHub and requested they resend the driver, Janice, or another driver.

Since there was no immediate need for the sandwich, I asked if it were possible for Mr. Riedmueller to stop by on his way home from work and pick the items up. She graciously accepted and said she'd be gone but would leave a note for the store staff. She asked what time Mr. Riedmueller would arrive and I told her 6:30pm.

When Mr. Riedmueller arrived home, he had a sad story to tell. Apparently, he met Kenny. Kenny waited on three (3) customers before him while expounding on the fact that he did not know who made the wrong sandwich in the first place and he refused to give Mr. Riedmueller the Coke.

Called the store to speak with Kenny. He actually answered and has learned nothing.

A lovely female manager, Chyane (sp?:), called me back and apologized, profusely. She also gave me your name, upon my relentless insistence. I told her I don't think Kenny needs to lose his job (although I would fire him and I am a local business owner, too), but may require some coaching about people skills and customer service.

I am not sure I will use GrubHub to shop your store again which is too bad since that delivery platform is proving to be quite profitable for the neighborhood stores.

I wish you the best and hope you will profit...

Placed a nearly $40 Door Dash order from work on 2/15/19. After 2.5 hours the GM of this location called to confirm my order had been sitting there for too long and it appeared DD never assigned a driver to deliver it (apparently this is a common occurrence). She assured me the total charge would be credited back immediately, which within about 20-30 minutes it indeed was.

I then asked if we could place a new order ( as I was buying lunch for my team and everyone was pretty hungry at this point), and was again assured that ( for some reason) I would still need to pay full price for the new order, but she would ensure DD would also refund me in full for that order for not fulfilling the original.

Over a month later I have placed numerous calls into this location asking to speak with this GM or anyone who could give me an update on this refund. Every effort ended with me leaving my name and number and never receiving a call back. The GM did originally provide me with her cell number which I misplaced after a few weeks and conversations with her regarding this.

Firehouse subs is amazing food. I work literally almost next door and was ordering from here frequently. This was the one occurrence where I ordered delivery, as I work in a call center and it can be difficult to leave the office during work hours.

Door Dash messed up, but they at least owned up and refunded me for an order I never received. At the end of the day I paid full price for a nearly $40 sandwich order that took over 3 hours to receive, and I still had to go pick it up. The amount of time I've spent on the phone trying to reach someone for a refund I was promised but never provided is completely unacceptable. There are simply too many options available in this area, and this Firehouse unfortunately does not warrant any further business from me.

Satisfaction is simply not...

First of all, I love Firehouse Subs in general secondly, I love this specific location because they never fail. And I give all the credit to the great staff that they have there and keeping that same spirit alive all the time. I believe her name is Erin who works there who I see all the time here and she works her butt off like crazy. She is always beyond great! And I hope that she gets all the great opportunities that firehouse has to offer such as promotions, bonuses, and being in a management position to train others, And to make the schedule. She’s got this place running so efficiently whoever the owner is here should trust her completely with making the schedule and the new hires And to how many people should be on staff for shifts etc. So that way, Erin stays happy and good and well compensated and never overworked because it would be a shame to lose her. She should be well valued there. And there’s another guy there who’s always amazing!! And also, I saw Erin handle a very difficult customer and she did a great job. That’s why I’m saying all of this because she handled it right and she deserves a lot of credit. Ok I’m done .. haha I LOVE FIREHOUSE! And I love the amazing staff. To the owner, sometimes your staff might need a little bit more recognition in a little bit more control and a little bit more support. They do a great job for you. Make Sure their needs are met because they surely exchange what’s expected for you and for me ( the...