Firehouse Subs Hilltop — Restaurant in Virginia Beach

To Firehouse Subs Management,

I have been frequenting this location for several years now. I have always received excellent service and great food.

What I experienced at your location last night was unacceptable and needs to be addressed. An employee named Adrienne displayed some of the worst customer service I have ever encountered. She was argumentative, dismissive, and completely unprofessional from the start.

When there was an issue with my order, Adrienne actually told me it “wasn’t her problem” if someone else picked up my food. That type of response is outrageous and shows she has no respect for paying customers. On top of that, I witnessed her using her phone while wearing food prep gloves, and then going right back to handling food without changing them. That is a serious food safety violation and a complete disregard for cleanliness.

When I asked to speak with a manager, Adrienne flat-out refused to provide a name. That level of defiance makes it clear that accountability at this location is nonexistent.

I would like to add that another employee by the name of Jay was working and maintained a calm and courteous demeanor while explaining how to go about getting a refund. He came across quite embarrassed by Adrienne's behavior but was very kind. Just as a person in a front facing customer service role should.

Because of this experience, I will not be returning to Firehouse Subs, and I will be disputing the charge with my bank since I did not receive the service, respect or food I paid for. I hope the owner sees this review and takes appropriate action, because if Adrienne continues to represent this brand, customers will keep...

On laskin rd 1:23 pm i found myself back at firehouse after just leaving from picking up a order. I ordered a chicken salami salad that had no chicken or salami as the second salad they offered to make had all the ingredients. They treated me as if it were my fault that they forgot all the ingredients. I received attitude from the female employee who were making the food.. not my salad. They gave a salad and when he handed it to me the lid automatically came off or it wasn't properly placed on. I took it out the bag and to find no dressing as the first salad had 3 cups of dressing this one had none. When i asked for dressing the girl looked at me with attitude saying do you want dressing ...i said yes ...they gave me 2 cups and i really wanted my money back but you know what ill never order the salad again. This was my first time ordering a salad and it looked like a rush job. People make mistakes i came during lunch so they were pretty busy. I was patient i didn't rush them at all ... I expected the same...

As you can see they haven't got a review in 2 years there's a reason for that. went on Tuesday with my family. I got a hero sandwich my husband got the Hawaiian pulled pork. everybody else's sandwiches came out okay. my husband sandwich look like a dog threw up on a bun. tried pointing it out to the woman at the register. she made couple excuses, I showed her (had to point at it) nasty sandwich back. there was no refund. she gave my husband a complimentary sandwich for another ,one like he'd want one from there again. she told us to give her manager a call in the morning. I talk to that manager 2 days later. he stopped me in mid-sentence said I was a liar. that he would give me a refund and that I was not to come back into the store. before I can give him the information. he called me a liar again and hung up on me. His name Dean horrible customer service horrible food would not recommend this...