Firehouse Subs Atascocita — Restaurant in Texas

Walking into this store you can always feel the poor atmosphere it’s always horrible. And it’s always dirty specially the drink station. But today their customer service was very poor. Walked in and was not even greeted by any one. The young lady’s were too busy chitchatting with each other and had me waiting until they finished talking. I ordered my regular which is the Italian and I always get it without pepperoni substituted for salami. I never have a problem doing it that way but today Areonna “The Manager” wanted to charge me $1.50 to substitute. Didn’t feel like arguing so I just paid it. I also ordered a kids meal I wanted it with salami instead but the “Manager” told me that the sandwich already comes with ham on it if I still want it I said sure so I then specifically asked if there was an extra charge for that and she said no but still charged me $1.50 for 2 SLICES OF SALAMI. So once I start eating my Italian sandwich I noticed they didn’t put any Ham just all salami and on the kids meal It’s like they took a couple pieces of the Ham and threw it on the bread. Of course I called and a young lady answered the phone as I was explaining what they did wrong you can tell she didn’t care so I asked to speak to the manager and was put on hold for almost 10 minutes. “Manager” Areonna then comes to the phone with an attitude doesn’t even introduce herself or apologize for anything and just says hello and I’m like hello did they tell you why I wished to speak to a “manager” and she says yes and asks me what I wanted to do come back to remake my sandwiches or what. Of course at this point I just wanted a refund. I then had to waste my time and drive back to take the sandwiches back and get a refund. I sent my daughter in to take Areonna “Manager” the food to get a refund she still at no point apologized for anything or care about their mistakes. I will not be back to this location because every single person that works here doesn’t care about their Job nor knows anything about customer service. Sad how this FireHouse location has such a bad reputation for having poor customer service! Someone needs to change the staff here and hire people who care about...

Yesterday was the second time I've been to this Firehouse Subs. There was 1 person waiting for food when I got there to order my sandwich. After I ordered we both sat waiting for several minutes. She waited alone at her table long enough for me to question why she was there. That may seem strange, but I didnt actually see her order anything. Maybe she was someone's ride home. I didnt know. All I could see was her waiting quietly at an empty table. They finally called her to the counter to pick up her one sandwich.

She left rolling her eyes and muttering under her breath as she walked out. And from the time she left it was over 15 minutes until I was then called to come and get my one sandwich.

There was one person on the register, 2 making sandwiches, and another person sweeping the dining room.

It took 2 people over 15 minutes to make a single sandwich. And the sandwich was just "ok". If it was a sandwich that made you rethink your understanding of what a sandwich could be, I'd gladly wait the time required to blow my mind. This just wasn't that by a long shot.

The first time I came it was a little slow, but this was absurd. I didnt leave muttering under my breath, but I don't think I'll be back...

The sandwiches here are actually pretty good, the service from corporate and at this location is not very great. My sandwich was fresh, my order was correct, and they made it pretty quickly. The prices are reasonable as well.

I placed an order online, and the website crashed during payment, and placed two orders. I checked my bank to confirm and went inside the restaurant to get help. When I asked the gentleman at the counter he said he'd try to help.

I sat down and a lady came from the back area. The two started to argue about the refund, saying '"I'm not the manager on this shift, you are". I also overheard the woman go "this isn't our problem, the customer should contact support". This went on for a while, the gentleman ran my card for a refund finally, and I got my sandwich and left.

The refund never went through, so I contacted Firehouse Support. Low and behold, the support team told me to contact the store. I tried to escalate to management to no avail, and nobody actually reached out to me. I still haven't...