Firehouse Subs West Tupelo — Restaurant in Tupelo

Sunday, April 21, 2024, my sister, my dad and myself stopped for lunch as we do about once a year on our 7 hour trip to visit relatives further south. To say the experience was a nightmare for us is putting it nicely. My sister ordered at 12:53, my dad at 12:55 and myself a couple minutes later…all in a row. Yes it was crowded and we understood. My sisters name was called about 30 minutes later. People that had ordered after us were getting their food, including DoorDash orders. My dad moved in front of the pick up area and made sure he could see and hear. 30 minutes more and still no food for him or me. At least 6 customers got refunds because they never got their food. When I ask about our orders the girl told me the one slicing the meat had cut themselves so all was on hold…I waited some more. Finally after we were almost the only ones in the building and were furious she had the nerve to say they had called out our names long ago. No, that had not happened because we made sure to listen and as I stated my dad was just in front of that area watching and listening. We did not want our money back, we wanted food! I suspect they went into one of the many to go bags that were being filled quickly, if they were actually made. Then she claimed they would re-make them but they had to steam the meat. I also heard her tell someone they were out of ham. When I repeated my dads order, small turkey and American cheese on white with only mayo and tomato she said they only had cheddar and provolone! I told her mine, small ham and provolone on wheat with all the trimmings. Another 15 minutes with 3 girls and one guy behind the counter (one of the girls never did a thing, just stood there the whole time) and another guy that came from the kitchen area occasionally, finally one of them started our food (claimed they were again waiting on the meat to steam). I said just give it to us to go. Almost two ours from the time we entered she handed us a sack. We get in the car and open our food and none of it is right. One of the sandwiches turned into a medium size with ham, turkey, lots of mayo and bit of cheese! Not even sure what the other was. While we are not from Tupelo we have always enjoyed eating at this restaurant but you have lost our business! Whoever is managing this site needs to retrain their employees and stop this nonsense! The drink machine was only working for diet drinks and they weee selling bottled coke and sprite when I heard one of them say someone needed to switch over the drink machine…that is an easy task but then the employees would have to work a bit more! So very...

I must say this was the first time I had been at a firehouse subs and not give 5 stars. I entered the building and was never greeted. There were no other customers so the were not busy. I being myself spoke to the 2 young men behind the counter...no response so I then asked are you all closed caused they looked as if as if I had disturbed them. I then place my order which was a med Italian fully involved nothing additional sandwich only. I wait about 4 to 5 mins still no food...remember I'm the only customer. Then walks in a delivery driver and she's greeted with the warmest hello, how are you etc... I then hear the young man who took my order says "go ahead and make that order first" myself not thinking he was speaking of the order that just came in cause I had been sitting for a few mins already. From my many years of ordering and dining at Firehouse Subs it only take 2-4 mins to get your sandwich made unless you've placed a fairly large order. However, I wait another 3 mins and the lady that was so warmly greeted was handed over a sandwich. I was perturbed. Before she walked out another customer walks in and he's greeted with a "welcome to Firehouse subs" I then wait 3-4 more mins then I finally get my food. I really wanted to cancel my order but I was in town on business and had been driving all day. I was tired and ready to get to my hotel room to rest. I must say I was disappointed. I only gave 2 stars because the place was clean and the food as always was good. However, if I ever come back to Tupelo, MS I would not be stopping at this particular...

Ordered a medium smoked turkey breast sandwich on the app like I normally do. Order was suppose to be ready at 12:00. Arrived at 12:10. Walked over with my roommate which also ordered, his pickup was for 12:05. His food was ready to go. As I sit and wait for my food to finish, or I think my food is being made. One of the guys behind the register asked if I have an online order. I told him yes, showed him my app on the phone with my order. He then says we don’t have an order for that name. “Are you sure you ordered at the right place. Show him my phone. Right location. I sit and wait again for a few minutes. Nothing has happened. I ask him again to I need to order again or what? I just needed some help and guidance by a team member. He says he doesn’t know? So I ask him again do I just need to put in another order? He looks at other team members they all look at me and say nothing and start back working. The whole situation was very odd. I walked out after 10 minutes of waiting. Very odd customer service. My other experiences at this location...