Firehouse Subs Quail Creek Crossing — Restaurant in Wichita Falls

We purchased a large dinner on March 22nd for carry out, with no issues at first. After paying for the order, I decided to order a large fountain drink, after which I discovered that both fountain machines were 80% empty of options. Basically nothing left except for sparkling water and zero sugar options. Not that big a deal, I understand sometimes the syrups run out. It would've been better had I been informed of this ahead of time, as I wouldn't have bought it. They offered a bottled drink, and I said, that's okay, just cancel it and give me my money back. I was then informed they couldn't as there wasn't a manager even there to approve it. I understood this too, as i've been on the other side of that; the software needs a manager's code for refunds, and the GM wasn't there. They offered to take down my info to handle the refund later, but I decided to not hassle with that and just pick something that was left in the machine. Didn't seem worth the extra effort for four bucks. My father and I sat down to wait for our order and have a conversation while waiting. I do have to admit to my own culpability in what happened next; apparently our food was finished quickly. On staff behind the counter was what appeared to be mostly teenage/early-20's women, and one young man, with dark hair and a beard. He apparently attempted to call us to get our order twice. I did hear someone say something, but I didn't know I was being called. I'm a disabled veteran with some hearing issues; all I was hearing was all the talking bouncing off the brick walls and the music blaring over the speaker, so I honestly was only hearing random sound bouncing around the walls. He called us a third time (I think) and then started verbally berating us, saying things like "I'm not going to call you again/ I'm not going to be disrespected like this/ You looked right at me, I know you heard me" and things of that nature. I realized what he was saying at this point because A) he was speaking loudly and angrily, and B) I was now fully looking at him and could read his lips, which I have to do to fully understand people speaking in such loud environments. I went to get the food and attempted to apologize. I worked in the service industry when I was younger myself. I could see where I was in the wrong here; I could easily see why he thought what he did, and tried to explain my hearing issue but apologizing as well. I truly didn't want the kid to feel crappy about what happened and reassure him I wasn't trying to be rude and dismissive. He didn't accept the apology; he was too angry and frankly hot-headed and just told us he didn't want to hear it and wanted us to leave. Frankly, had he calmed down, accepted the apology, and we talked it out, I wouldn't even be writing this. But here we are. I understand staffing issues, but it sounds like having a managerless shift and hot-headed dude behind the counter seems like a bit of a bad business decision. I encourage the local owner and/or general manager to take a look at this issue. And to top it all off, our order had missing stuff in it as well. But after all that, I wasn't interested in going back in to correct that. It did not seem like that would've been any more of a productive conversation than the previous one was. As it stands, I'm not likely to return. Out of the past five visits to the Wichita Falls location, I've had an incorrect order every single time anyway, so putting up with someone with anger management issues isn't a great selling...

I haven't been to a firehouse in a while, but I used to go all the time back before the hot sauce bar was removed due to covid.

Something about this location and their treatment of the brisket and cheddar sandwich bothers me. You can google countless images of this sandwich and see how much meat is supposed to be in there, then go buy one from this location and it's like half the amount of meat. Maybe my eyes deceive me but it lies flat like a ham and cheese from Subway. Either I keep getting unlucky here or they are giving less or something is going on. I've been to several other locations, granted this was pre-hot-sauce-bar-removal, and the brisket and cheddar was ALWAYS jam packed with meat. It's the most expensive sandwich on the menu..

Also they have signs everywhere saying "desserts and chips now in the bag for you" or something like that. Several of them. Basically saying "don't get your chips because they'll be in the bag already!". Well mine were not in the bag. You made me drive back home to a pregnant wife without the chips she wanted.

I took a star for each of those things. I like that the sauce bar is back and the sandwiches taste good. I love that they sell the hot sauce through the app, but wish it listed the heat index on each one. I know this location doesn't control the app. Try the Florida Man's Lunacy. Those hot sauces with citrus in it are awesome and help add more flavor than...

The employees working at this location were absolutely wonderful. When I walked in, I was greeted with an enthusiastic "welcome to Firehouse!" from the entire crew, and I felt like they were friendly, welcoming, and genuinely interested in making my experience a good one. The whole staff was awesome, but in particular, one of the managers, Michaela, and two of the employees, Hope and Tara, kindly went out of their way to help me find something awesome to eat. I'm Jewish and I follow a kosher diet, so I can't have pork or shellfish and I can't eat dairy and meat at the same time. Some restaurants get frustrated with all of the questions that I have to ask before I can eat, but the fantastic staff at this Firehouse location were endlessly patient with me. They put their heads together to come up with different options for me, and I can't express how thankful I am for that! They made sure that—though my sub would inevitably need to be altered to make it kosher-friendly—I still had plenty of delicious, flavorful items to choose from... and what I ended up eating, a steak & cheese sub without the cheese, was out-of-this-world tasty! It really hit the spot. Thank you to the entire crew for making my experience a great one, but additional special thanks to Michaela and Hope! I'll definitely be back the next time I'm in the mood for a...