Firehouse Subs West Bend Center — Restaurant in West Bend

We placed a phone order to melissa(who I found out later is management) Reviewed the order for 3 subs twice all was confirmed as expected and she said we could pick up in 15 mins. When i arrived, 25 mins later i still waited and the combo was not on the order so they made me feel as if they were just givinag the soda to us We get home and 2 out of 3 subs are wrong, called talked to a great young man (Jonathan?) Went across west bend to get new subs, melissa was LESS THAN manager material..customer sgetervice is not her gig..waited to have the subs remade..also no customers in store at the time..so theres another 15 minutes...ordered extras on the side which we are happy to pay for, but glad we were not charged we didnt get them. While waiting i heard melissa and jonathan talking about the previous shift employees how they left the chicken out all day...i had to comment that i dont want the chicken sub !! He assured me that he was working with fresh chicken that was just pulled..so my sibs are finished, young man was apologetic and offered cookies, but melissa told him thats not what we do..he gave me 2 cookies anyway..thank you! This young man has great potential for management he spoke with me thru out the remake process and seemed genuine about my experience.. We love the food!! Really great that they are in west bend!! We are in the business, we own a local food eatablishment so we are always trying new stuff. However Melissa did not handle this well, she did not have her hair pulled back or a hat on. And the chicken sitting out at room temp is against food code. It will be awhile before we revisit..also was there twice tonigt, not greated once, not even a hello.. Gabby was on register and she is pleasant but her and the other young gal on the line seemed afraid of the Melissa. Also Melissa could smile alot more, after all you are a representation of...

I typically get good service when ordering from here. It is my go to for subs. I dont know what happened tonight but I usually dont order this late so im going to guess the workers were upset even though I ordered 30 minutes to close. Two sandwiches. Shouldn't be really hard. Anyways I ordered using doordash bc I had been drinking and I know our washer got there before close. The bag came it was tied shut like usual . When j opened it. My chips were missing. I was like "ok maybe theyre excited to go home." I open my sandwich. Sloppy. I got a large but instead of half cut the first threeish inches were cut and the rest was long. There was an ungodly amount of ham stacked onto it but not apart. No. It was all in the middle. The bread was so soggy I couldn't pick it up bc it was falling apart. (No I didnt have a pickle or vinegar) two tomatoes both looked bad and tasted sour. Iwas like. Well at least i ordered a cup of soup. But that wasn't even correct. I did get it but it was clear the soup had been sitting and they hadn't bothered to stir it at all. So not one piece of my order was correct. And I am quite upset. I understand food service. I understand it's hard some nights. But im a servsafe manager and I would NOT have served a sandwich like that. It would be embarrassing. Also. Just because your thirty minutes to close does not mean you get to make food sloppy because youre upset you had to do your job. Nonetheless I hope the workers have a better rest of their nights. I just thought this...

What on Earth happened to this place? When it first opened, this was my go-to sub place, staff was friendly and service was fast. But over the past year or so, things have gone downhill fast. The staff seems to be mainly young kids that barely know what they're doing. I have gotten multiple of my orders incorrect and service takes forever. I put up with it and am not rating 1-star because the food is still tasty. But the last straw was today. I put in an online order that was supposed to be ready in 20 minutes. I arrived on time and they hadn't even started making my order yet! I waited an additional 20 minutes after that and finally got my order after a total wait time of about 40 minutes for an order that was supposed to be ready when I arrived. There were 4 workers and there was only one other customer in the restaurant, so I cannot imagine why it took so long. And after all that, my order was still partially wrong! It saddens me, but I probably will not be returning to this...