Firehouse Subs Premier Plaza — Restaurant in Town of Amherst

I would like to start out by saying the food here is great, the customer service is what leaves a bad taste in my mouth. Today while running errands after recently coming home from the hospital for the birth of my son my wife placed an online order to this location and made a slight error (wheat instead of white bread) when she did so. Now this may seem trivial but I hate wheat bread. Upon picking up the order and returning home I realize the mistake and promptly call to see if something can be done. I explain the situation and remained very courteous as I understand this is not Firehouse's fault, they made the order as instructed. I was placed on. Hold while the girl who answered the phone talked with her manager. She returned briefly to clarify what I had said happened, that this was indeed my error and not theirs but was seeking some empathy given the circumstances (little to no sleep for both me and my wife). When she returned a second time I was greeted with a chuckle which seemed unprofessional at best and was told that they couldn't do anything about it. I would need to reorder my sub at the cost of roughly $10. I was dumbstruck momentarily but again as calm and we'll mannered as I had been throughout this entire exchange informed her that we would never be returning to this location again. I help manage a local business with my wife and would never imagine treating someone with such a lack of compassion. People make mistakes. With your company's mission being "To carry on our commitment to and passion for hearty and flavorful food, heartfelt service, and public safety", I feel this employee and manager failed at representing themselves as providing that...

I’m reviewing them as an employer rather than a restaurant. The owner has told me that he frequently drives by employees homes to ensure that if someone calls in sick, to see if they are being truthful. I can say with 100% certainty that he has driven past employees home, taken pictures of them, their houses and vehicles.

His justification is that no employee is trust worthy and as an employer it is in his right to do this. He has no manager skills, as I have personally witnessed him yelling at customers, and at employees.

I am posting this for any parent that has their child working for this franchise owner to be very careful, and make sure your children are safe working there.

I have reached out to their headquarters to find out how they can allow this behavior and have been told since they are a franchise they do not fall under their control.

I personally will never eat at any Fire House Subs again and will speak poorly of them to any one that asks. There is no reason any employer should be driving to any employees house or taking pictures. This is a complete invasion of privacy.

The owners name is Mark, and I want to make sure others are aware of how he manages...

Conveniently located on the corner of the plaza across the shopping malls on Transit, their unique brand and logo stands out among the many stores located there.

When we walked into the store, we immediately saw all the really cool firehouse signs, pictures, quotes and it really set the mood for us while eating there.

Everyone greeted us, was polite and when the food came out it looked absolutely delicious. I was rushing to eat such good looking subs that I didn’t great pictures but it was definitely worth it especially for the price.

They wasted no time in getting this to us. The cheese in both subs melted into the toasted bread and gave a really nice gooey texture to it. The meatball went down especially well bite after bite, making me crave for more. Even the pickle tasted really good; not too sour, not overly soaked in water.

Friendly/fast service, amazing atmosphere, this is definitely a new favorite go-to spot....