Firehouse Subs Paradise Pointe — Restaurant in West Des Moines

Today I went to pick up my mobile order. As I walked up the the pickup shelf, there were two orders on the shelf, upon checking neither were my personal pick up order. After another minute or two of waiting by the pickup area, I was handed an order directly without a receipt or name and was told to have a nice day. Shortly after getting in my car, a worker by the name Dave comes outside and approaches my window. I roll down my window and instantly this man begins rudely accusing me of taking orders off the rack. Telling me I better double check before taking his orders… I happened to be handed the wrong order. I handed the order to Dave and speak about his inappropriate behavior. What a terrible way of treating people.. I believe he assumed I was a DoorDasher rather a genuine customer. Either way, how rude. Even if I was at fault, that approach is...

These guys have a great sub, one of the best in the business. The issue is under staffing and inattention. 30 minute wait for one simple sandwich on Tue evening at 6:30pm. I will probably actually go back but only when I have lots of time to burn. I saw customers giving up and just leaving without getting their food, half the orders that came out were wrong, and parties of 4 were served with wide delays between each sandwich. I hope these guys can get it together, just getting workers to come out of the back room and help with preparation would be a start. The chocolate chip cookies are tasty.

Update 3/21/17 Returned after long absence. Service time much better but it's due to very low traffic now. Most tables dirty and no cookies. It's a pity investors throw these stores up and then ignore operations, this could be a busy...

The food is good and I'd previously rated this 4 stars overall but my experience today left an extremely poor taste in my mouth, figuratively speaking. I placed an order on the web site around 6pm. Prior to the payment screen, the confirmation screen said "pickup at 6:20pm." After the payment screen, it said "your order will be ready for pickup at 10:30am tomorrow". I called the store and they can't even see the order in their system and told me to call corporate customer support. After waiting on hold for almost 10 minutes, the CSA told me that she would send an email to the store leadership to have them contact me in the morning to arrange a refund. Seriously???...