Counter-serve sandwich chain offering made-to-order hot & cold subs, plus a variety of hot sauces.
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I would like to take a moment to let you know about my only 2 experiences at your location which both resulted in disappointment and frustration concerning wait times. The first visit resulted in a wait time of 38 minutes so I decided to not come back for a while until staff were trained and had time to settle in. Last night my wife wanted to give Firehouse Toccoa another try to see if our experience in July was just an isolated incident, but once again we were very disappointed with the visit. Since it does not seem to be an isolated incident I was prompted to inform you of your store’s condition out of concern for your business survival in Toccoa.
Visit 1 – 7/1/22 In Store Order with Carry – Out - Arrived 7:49pm / Departed 8:27pm
Store Condition
The store was clean and staff welcomed me
Staff were loitering
Items Ordered
2 sandwiches for carry-out
Food
No issues with the food other than there were no pickles.
Issue With Visit
I did not receive my order until 8:27pm (that is a 38 minute wait for 2 sandwiches)
I was not informed of the wait time by staff or offered an apology for the delay.
Comments
Normally when I go to firehouse (Oakwood and other locations) my wait time is less than 10 minutes.
I accounted for the fact the located has not been opened long and it was a Friday night so I did not speak to anyone.
Visit 2 – 9/1/22 Online Order – Confirmation Email 8:13pm with Estimated Pickup 8:40pm - Arrived 8:46 / Departed 9:10pm
Store Condition
The store was filthy, floor was not swept and the food prep area looked unsanitary
Staff were loitering behind the register and in the back of the store (customer visible areas)
Items Ordered
2 sandwiches for carry-out
Food
The bread was stale and the chips were expired
Issue With Visit
I arrived at 8:46pm to make sure there was plenty of time for it to be ready
I waited for 10 minutes to give them a chance to make the food or acknowledge my presence in the store.
After 10 minutes I inquired about my order. The manager apologized and said it would be ready in 3 minutes, however I did not receive the food until 9:10pm.
24 Minutes of additional wait time for an order that was placed at 8:13
They seemed more concerned about closing the store than assisting customers (chairs were placed on top of the tables)
I was offered an apology when I asked for the manager and was very apologetic but there was no offer to compensate me for my wait or my inconvenience. Also I was given a bogus email address when I asked for the district managers contact information.
Comments
I was not the only one this happened to that night, there were other customers in the store that had above...
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Update on the update: Firehouse got their ducks in a row again. Update: went in last week for lunch. I was surprised to find the place almost empty at lunch on a Thursday. There were only two employees that I saw they were very chatty for a couple minutes before my friend and I were acknowledged. The person taking the order didn't seem to know what was going on. I didn't catch his name. I asked a question about a sandwich. He was clueless. Decided to order anyway.. Maybe it's just us. My friend and I decided to take our business elsewhere when we ordered medium drinks and we're told we don't have any size drink but small. We figured that if we were going to be disappointed on the drink, we would probably be disappointed on the sandwich too. This place was going really well for quite some time. I had high hopes for it. But if I ever walk into it again at lunch time on Thursday and it's empty except for one table and one person at that table,I will immediately turn back around and walk back out.
Fast friendly service. Especially for the lunch time crowd that was there. Very good meatball sub. I've been two times now and both times the service and food...
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Well today I thought I did not get my money back... So I went inside and there's 3 employees 1 being the manager named Kayla on her phone in the back. Because noone was wanting to come up front I stepped to the entrance to the back. And had to you to the back because nobody would come to the front... The nice little blonde employee came up front to assist, now mind you this was after I told them and they needed to come up to the front because I couldn't talk with them not being able to hear them back there. And a nice young lady refreshed my memory and she had given me my money back. But prior to that Kayla the general manager told me I couldn't be at the entrance to the back. And my reply was maybe you should get to the front to take care of customers instead of hanging at in back with noone mining the front. A terrible manager absolutely terrible. I might add, half the time when I come here they don't have product. May I suggest she do a better job ordering. Or maybe the owner needs to find a...
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