Firehouse Subs Waco — Restaurant in Waco

I stopped to talk to a friend, and older man who lives in his truck, that knows the area quite well. I had come to town to do a good deed, and so I stopped to speak to him once more. I had said to my friend how I was tired and going to get a sub near by. He tells me, try Firehouse Subs, the girl inside is very nice and the subs are fantastic. So I find the shop, though I passed by it many times, I never stopped, thinking it was just one more joint on the strip.

I entered what looks like the run of the mill chain, and was greeted by a sweet young lady with a happy smile. I was the only customer, since it was later in the evening on a week night. We spoke and she seemed to know just what I wanted. Her name is Tameika, and she took my order, explaining the different options I had (there were many). She had a contagious smile, and you couldn't help but to laugh with her. A young man came out from the back, Alonzo, and cashed me out. Quiet, but a very kind smile. I left the building, ravenous, sat in my car and took a bite of an awesome sandwich, just needing a bite until I could get home. As I sat there, mouth full of a really good sub (best since I've moved to Texas), Alonzo came out to clean before closing, he saw me and asked me to wait a minute while he ran inside for something. As he returned, he apologized, they had left off the cucumbers from my sub, and he handed me a container of chopped cucumbers. I thanked him, and then left.

I returned there 2 days later, about the same time, got the same greeting, but with a bigger smile. I ordered a different sub, a chili, and a brownie this time. This sub was just as delish as my first one, the chili, was good, but not the best I've ever had (but I'm no expert...I'm from Maine where chili isn't as popular...lol), and the brownie, was a bit dry, maybe it had been made the day before? They helped me with the Firehouse Subs app on my phone, and the manager came around, with just as happy a disposition as the other 2 employees. The were sincerely a happy group together.

The subs are really very good (hardy...I ordered a large and it's 3 meals for me. There is much more meat than the competitors, and a good selection of add on's, deserts, drinks and chips) and the smiles behind the counter make it taste just a wee bit...

I've been to quite a few Firehouse Subs between living on the West Coast and Moving here to Texas. This one is by far the worst.

I'm sure this review will get overlooked and the staff and owner will just roll their eyes at it. So It's here for the public.

I had the worst experience at Firehouse Subs 3/23/23 and it will be my last time visiting this location. The customer service was beyond terrible. The employees there are completely incompetent and don't have any idea how to problem solve. My order was incorrect, and at first instead of fixing it. The so call "Manager" or Shift Lead indicated she didn't have the authority to fix the issue. Then tried to act like it was okay and that I should just accept having the wrong type of sandwich made for my child. Since they couldn't void the order or figure out how to charge me the difference. Are you kidding me?

I was extremely disappointed with their lack of professionalism and their inability to provide good customer service. They didn't even apologize for the mistake, and instead acted like I was the one causing trouble. I mean, come on! To make matters worse, this isn't even the first time I've had a terrible experience at this Firehouse Subs location. This was actually my third time visiting, and unfortunately, the service has never been above par. Each time I've visited, there's been some sort of problem or issue with my order, and the staff always seem clueless on how to handle it. It's like they have no training or experience in customer service at all.

I'm extremely disappointed in Firehouse Subs for allowing such poor service to continue at this location. They need to do something about their staff and their lack of training if they want to keep customers coming back.

Overall, I would not recommend this Firehouse Subs location to anyone. The Sandwiches are good, but save yourself the headache and go...

It’s very disheartening that I have to come on here to leave a review but I feel like I have been left with no other option. When I first ordered from this store, I told everyone how good their sandwiches are. I have so many compliments on how well this restaurant was, but it seems like over time, this place has definitely gone down hill! I placed an order for pick up this past Friday to be picked up around lunchtime. When I get there, the doors are locked and the lights are off. NO indication online that the restaurant would be closed. NO notice online that the restaurant was closed. I had been attempting to communicate with the restaurant regarding my refund since my order was never fulfilled. No one is answering. I attempt to contact the main office about the incident but the online chat option is not helpful. The email that I received stated that I had to receive my refund in person from the restaurant due to their POS system, BUT HOW WHEN THEY ARENT OPEN! The least that they could have done was leave a message stating when they were going to return. I’ve spent the last 3 days going back and forth with an individual via email who basically told me that there was nothing that could be done. I am super frustrated about not receiving my order or a refund, especially when this place has good food. I’m highly...