Firehouse Subs Mt Juliet — Restaurant in Tennessee

First let me start by saying I do not like to EVER give a low review. But after more than a dozen “second chances” and in store complaints this is the only way management may be able to save this stores reputation.

I order online. My order is in black and white. Every time. Should be easy. Every single time my order is incorrect. Every time. Tonight I placed my order online and I was given the wrong sandwich on the wrong bread. Took it back in and was handed another with an apology. This one was also incorrect. I was told that it was made as I ordered it. I pulled up my online receipt because yes I could have made a mistake. I didn’t. And by then he noticed also. He apologized and remade my food but I watched as a customer came in to pick up the original sub I had returned. There is no way they remade a sandwich I opened in front of him and touched in the time between my showing him and her picking up. My third sub was made correct but when I got home I don’t think the bread had even been toasted. It was very cold and I don’t live that far away. (My door dash orders from there are always warm at least) . I understand people make mistakes but truly there was no excuse for it. There were NO OTHER CUSTOMERS there. As I said this isn’t the first time and I’m sure it won’t be the last.

Over the summer their soda machine wasn’t working and when I told the young lady she just said yea I know. But was still selling drinks with meals??? What were we to drink?? I finally asked for a bottled soda.

I’m hard on Firehouse. Why? Because I worked for one and we took pride in the product we served to customers. Firehouse is above the fast food standards or so we were taught and believed. The food industry is difficult. It doesn’t take many negative reviews to lead to one going out of business. I know it’s hard to find people these days who think like the generations before them. The kids working are super nice, don’t get me wrong but no amount of being nice and getting orders wrong is going to keep people coming back. As a former employee of Firehouse, I keep going back out of loyalty but I’m starting to ask myself why?? No pictures were taken because it really wouldn’t have shown anything.

My other question …. Since when do they precook the bacon and just add it to the sandwiches?? It’s not hot or fresh when precooked. We always ran it through at the time...

This visit was a nightmare. Limited time for dinner before my husband had to go to work, and we hadn't treated ourself to a firehouse sandwich in a long time. Placed order at the register at 6:00. Around 6:15 when the guy that ordered after me got his food, I asked if they had misplaced my order. The manager said, no its right here. So 20 min later and a couple that ordered 15 to 20 twenty minutes after me, got their food. I asked again about my order and the manager said "these guys didn't advance the tickets right, so yours isn't done yet". At 6:40 I got my food. The sandwiches were cold, not toasted as requested and with no pickles. Just a joke of a staff at this location who could care less if you get what you paid $30 for. I wouldn't recommend tipping when you order because I guarantee you'll regret it. A couple of cold ham and cheese sandwiches at home would have cost around $4 and would have been just as good, probably better....

I placed a to go order online for the Mt. Juliet Location. I got there on time (per the time online) yet when I got there my hot sandwiches were already cold. I ordered the steamer, My wife the Meatball sub & my daughter the kids grilled cheese. My wife's sandwich was so cold she had to put it in the microwave, the meatballs were full of gristle & didn't have the mayo on it that she ordered. Needles to say she didn't even eat most of it. My daughters kids meal was missing her side of a rice crispy treat & her grilled cheese was cold and most of the bread had no cheese, just a small piece in the middle. So we essentially paid $5 for a grilled bread and a very small drink. I think for $27 we should get a better experience than this. Next time I'll make sure to go to Penn station...