Firehouse Subs Titus Landing — Restaurant in Titusville

Sadly, I had to update my former review from 5 stars down to 1! After the service I received the other day, it appears this Firehouse couldn't care less about customer service. Now remind you, we have been going to this Firehouse Subs since they opened in 2017: we always order the same subs and never had problem, until now. I wouldn't have written a review HAD I received a response from management, the owner, or anyone for that matter.

Anyways, after teaching a CPR class all day, I decided to stop in this restaurant and pick up (3) subs for my family and I. I tried calling to place my order, no one answered, so I walked in. I was greeted by a very nice gentleman named Paul, I ordered: (1) Steak and Cheese (PLAIN) I specifically state PLAIN only meat and cheese. (2) Steak and Cheese 1/2 PLAIN 1/2 only onions and mayo (3) Cajun Chicken as is I get the receipt and notice it doesn't say PLAIN, I see the manager is making our sandwiches. When she hands me the sandwiches, I inquired to make sure the steak and cheese sub is PLAIN. She proceeds to show me the line ticket and says " See its says PLAIN in big bold letters, so its plain!"

I get home hand everyone their sandwiches and lo and behold both PLAIN steak and cheese subs are LOADED with onions and peppers. Well my husband is allergic to onions and my son does not eat peppers. My sub was fine, but needless to say I couldn't eat because my family wasn't able to eat. I tried calling the store, it was 15 minutes before they closed. I left two voicemails and never received a response. I just wanted to let someone know about the mishap. I did the survey on my receipt and immediately received this response "We have received your comments My apologies that we did not execute your orsee correctly. I will be happy to further resolve in the morning, if you are still intending on returning the subs in the a.m. I will do what is necessary in regards to your feedback." No salutation, no signature...I have no clue who sent me this message, very unprofessional in my opinion.

The next day, I return to the store with (2) uneaten sandwiches, a receipt and a line ticket. I was expecting at the least, an apology, but unfortunately never receive one. I went up to the register and requested to speak to the manager. A woman approached me and said " What's up"? I explained I ordered 2 PLAIN steak and cheese subs last night and that they both were covered in onions and peppers even AFTER I confirmed with the PM manager that they were PLAIN. You would think at this point, she would have said " Oh I am so sorry, we made a mistake" " I apologize" but no she went on to say "You didn't order it right"!!!!!

She said PLAIN doesn't mean without peppers or onions, it means no mayonnaise! What! She said if I wanted it plain, I should have said no peppers, no onions, and no mayonnaise! I told her I clearly stated PLAIN meat and cheese ONLY....She went onto say that I should have been more clearer when ordering. I told her that my family and I have been coming to this Firehouse Subs for over 20 years and we always order a PLAIN steak and cheese and NEVER have been told that plain means, no mayonnaise. PLAIN means PLAIN PERIOD!

The manager then looked at me and I guess she expected me to accept her explanation and I was just going to walk out and chalk up a $50 bill to HER mistake. She looked at me and honestly had the nerve to say " What do you want us to do". I literally had to say " I would like a refund". She then got very angry with me, took the bag with the sandwiches and threw them in the trash. She reluctantly refunded the money to my card. I walked out and I have vowed NEVER to return to Firehouse Subs ever again!

The ironic thing about this incident, is that I am currently in the process of writing a book. What's the title of my book? " Providing Excellent Customer Service". The book will highlight positive and negative customer service experiences, along with suggestions on how a bad experience could have been done differently....

If I could leave zero stars, I would. My fiancé and I just had a death in the family and didn’t wanna cook so we thought we’d get a couple subs since it would make it easier on us. I ordered and everything was fine, I live a few min down the street from the restaurant and I got all the way home to notice the au jus was spilled all over everything in the bag, making it all soggy and in edible. I called and let them know. The girl on the phone said to just come pick up the remake and so I headed over there. I get inside and the young boy, his name is John, rudely told me he needed the subs and he can’t just “take my word for it” I told him I explained to the girl on the phone that the au jus spilled all over everything so I had to throw it all away and I didn’t want that all over my car.. he didn’t care, so I said fine, I’ll go all the way home to pull it out of the trash… so I went all the way home, got it out, and brought it all the way back.. handed it to JOHN and he didn’t even open the bag to see, he literally just threw it in the trash. Not sure why it was so important for me to bring it all the way back if he wasn’t even going to check it anyway. Seems insane! He was awful. If he’s the manager, I’m worried for the business. Then he has the nerve to ask if I want my subs the same way… like yeah!!! I want them how I ordered initially just without stuff spilled all over everything. I am just beside myself. Very displeased with this experience and it’s the last thing I wanted to deal with after losing...

Hi I am adding to my review below. This restaurant is still by far the cleanest and kindest.

Ms Tasha the Manager is so Professional and caring. Her team all greets you when you walk in saying welcome to Firehouse and with a smile. Ms Tasha is hands on helping her team. She worked beside Jordan and Will in making my sub. The sub was delicious and made exactly how I like it. Jordan and Will are very caring and kind not just with making the sub to your liking but just so valuable to Firehouse Subs! They should be trainers to others to show them customer service and kindness. Ms Tasha is also very valuable as a Manager to the company we need more Managers like her! Thank you very much! Amy Marie Meister

They truly are all so kind at this location. So professional everybody smiles greets you and makes sure they say something as well when you leave. The subs are always made perfect with care. It’s worth the drive however far you live. Truly never had a bad experience. They beat our expectations every time. 😊 Amy...