Firehouse Subs West Henrietta Road — Restaurant in Town of Brighton

I usually don't review chains but I wanted to try these subs since it's the first Firehouse Subs in Rochester. I also like that they donate proceeds to first responders.

I visited around 1pm on a Monday and it was not busy, no one in line in front of me and maybe two cars in the drive thru. The service was friendly but painfully slow. Also, they have a sign on the door clearly stating you will not be served if you aren't wearing a mask; however, all three workers behind the counter had masks on but that were below their nose. It made me a little uncomfortable that they were handling my food without proper mask wearing.

When my order was finally ready, they would have forgotten my mac and cheese side had I not asked if it was in the bag. Overall it just seemed like they were not focused on getting orders out efficiently.

The food itself was fine. It was what I'd expect from a chain. The turkey, bacon, and ranch sub (I got a medium) was filling and good, but it had a lot of sauce and was messy to eat. The mac and cheese was creamy and tasted good.

I hope that they can work out some of their customer service issues. The food is pretty good but I wouldn't hurry back given this experience.

Editing to respond to owner comment below: I understand them being short-staffed and for that reason am less concerned as I was previously about the wait time. I know that many restaurants are facing staffing...

In short, my experience was beyond disappointing. After waiting for firehouse subs to open and it’s Henrietta New York location, I eagerly went and ordered my favorite firehouse sub. New York steamer for anyone that is wondering. To my surprise there was no wait at the drive-through and I was able to order my sub quickly and without issue. When I got to the window however I waited nearly 15 minutes for my sub to be made up which was a large sub and a small plain turkey sub for my son. Once I receive the sub I got right to it however noticed that it had so many (and much) sauce(s) on it that it was dripping all over the place. So much so in fact that I was able to saturate multiple napkins with the excess and still have more than enough on the sub. To top things off, the plain turkey sub for my son came with everything on it not plain turkey and a roll. Unfortunately that meant that we went back through the drive-through and we’re behind another person and waited nearly 20 minutes to have his sub remade.

This was a complete let down. Amiels is right down the road and has always had great subs. Sorry firehouse, I’ll never be back. In Rochester, you are simply...

Terrible customer service. The first time I order from them on my phone, I tried to go through the drive thru to pick it up. When I got to the order station they told me they don’t give mobile orders through drive thru. I initially thought that was strange but then had to wait for the person in front of me to be done waiting for their food just to drive by and park since there is not enough room for two cars in that drive thru lane. I then had to take my son out of the car (who had no shoes) to just go inside and grab a bag and walk out. When I asked inside why they don’t do mobile orders through the drive thru… they said because we don’t want to make you wait. Are you kidding me? You literally made me wait for the person in front of me anyways so I can go park. Just a terrible excuse and no reasoning with them. One tip would be maybe if someone comes through the drive thru to get their freaking order, just let them know you’ll have to wait for the person in front of you to get their food first… hmm kinda sounds like any other drive thru I’ve ever...