Firehouse Subs Webster — Restaurant in Webster

Having never eaten at a Firehouse subs before myself, wife and 88 year old mother decided to give it a try. We arrived about 11:15 and were greeted when we came in. The positive experience would end there. We told the older gentleman making subs that this was our first time eating at a Firehouse sub. After waiting about 5 minutes just standing at the register the young kid ask us what we would like. After ordering my wife saw a card about the rewards program and we ask him about it and how it works. He did not have a clue so he ask the guy making the sandwiches and he told us it was an app you went thru. I showed him that I had a flip phone (yes go ahead and laugh) and then he did not know and ask someone in the back. They did not know and ask another person and they said just go online and MAYBE it would tell you. Drop the ball number one. As I was waiting and waiting and waiting for our subs to be made the older gentleman had to keep going from making subs to working the register. I was just standing there reading the menu and saw the older man keep his gloves on and handle money, credit cards, scratch his head and then proceed to start making our subs without changing them. DISGUTING,DISGUSTING,DISGUTING. Drop the ball number two. I went to the register and after standing there right in front of this middle aged women for about two minutes she finally acknowledged me and ask me what I wanted to order. I told her I had already ordered and that I wanted my money back and that I wanted to leave. She rudely told her coworkers to stop the order. She then proceeded to give me my cash back. SHE NEVER ONCE ASK ME WHY I WANTED MY MONEY BACK OR IF SOMETHING WAS WRONG OR IF SHE COULD HELP IN ANY WAY. That was just Unbelievable to me !!! Drop the ball number three. We left and went outside and I called the customer service line and reported this and never received a call back. Drop the ball number four. We will NEVER step foot in this Firehouse subs again and hope that everybody reading this knows how we were treated and how FILTHY this place is in regards to food handling. If I were the franchise owner of this place I would first off train my employees on food handling practices, how the rewards work and customer service handling a customer that wants there money back and not asking why. I would also add that the person who owns it would actually give a crap and call back a complaint because I left my phone number and my email address. Firehouse lost a customer for life and hopefully many others after they read this review. Please don't respond back to this and say that you would like to know more or blah, blah, blah because you have all needed information to already do something about it. Bye bye forever Firehouse subs and...

I gave it a one star, only because I couldn't give it a zero. Went in to purchase a sandwich and upon entering the place it was very dirty and unsanitary looking. I gave it a chance anyway only because I only had a few minutes left on my lunch break. I ordered the sub on club with no tomatoes. I'm allergic to tomatoes. While waiting on my order. I saw roaches under the table eating on the food that hadn't been cleaned under a table. Got my order, and went back to work. Opened it up only to find out it had tomatoes and they didn't put any cheese. I couldn't just take the tomatoes off because I'm allergic and they had touched the rest of the sandwich. Called them and spoke with an associate who told me to bring the sandwich back and they would remake it. I explained to him that I was at work and they would be closed when I got off. He said it was no problem to just come back at my convenience and to let them know I talked to Christian. Went back and talked to a manager and explain to her the situation she then told me that she could not do anything for me because I didn't have the sandwich or a receipt I told her that I had spoke with Christian and he didn't tell me anything about bringing a receipt. I asked her if there was a Christian that work there and at that time he was walking in the door she asked him did he remember the situation he told her yes and she still would not honor what he told me mind you they don't wear name tags so I couldn't just pull a Christian out of nowhere that's the name that he told me. She then called her general manager and he or she told her to not honor what Christian had told me, because I didn't have my receipt. I asked for the general manager's name and number or the district manager's name and number she told me that she could not give me that information that she would take my number and they would call me needless to say I still haven't heard from anyone about the situation. It has been over a month now. I will never patronize this establishment again thank God there is a Jimmy John's right...

Not sure how this place has a decent rating maybe that was back in the day because everytime I have stopped by something ridiculous or unbelievable happens. One time a worker fought with the manager on duty cursed and quit on the spot. My child was with me and I was genuinely scared for our safety as we were the only people there and the worker seemed as he wanted to start throwing the chairs or tables when he passed by us. We decided to give them another chance and placed an order online this time my husband went inside to pick it up. Not only was the food not ready or even started when we arrived but was told the food in the counter must be ours, but it was the wrong order as it had no name and staff didn't care to check if it was our or not. Had to go back to tell the staff about what we assume was a mistake, but older lady working there was bother and said, "what do you want me to do?" We waited for our order as it was paid for already and we had an important thing to take care of afterwards, or we would of left as food was not even prepared or made. Our mistake was not cancelling and getting our $59.28 back. The lady and the worker started working on our sandwiches they were talking about how nasty our sandwiches were in front of us! That shouldn't be anyone's business how we like to eat or not. We are paying for the food and I don't want or need uncalled for behavior and comments. This is NOT the first time we deal with this kind of horrible service and treatment by your staff at this location. I spend too much $ everytime we order from here and will be taking my...