Firehouse Subs Casselberry

I just tried to place and order over the phone and pay for it so I could have a family member pick it up for me since I am sick and unable to leave home. I called the store and their response was to order through uber eats or door dash because they were “busy”. I let them know I already had someone who could pick it up for me. I just wanted to save my family member some time since they were nice enough to want to bring me food I could hear a gentleman in the background telling the girl on the phone with me to tell me they were “busy”. She did then hung up the phone. Terrible customer service, they didnt even offer to put me on hold for a few moments to take my order. Ive never encountered a place where they didnt care about actually selling food and doing their job to keep the business running. Thank you Firehouse Casselberry for doing your job!

I ordered two subs online. When I went in to pick up the subs, I was told that they did not have the gluten free bread I ordered. So my subs were not made. I asked for my money back and they said that I had to take that up with the website, that they could not do anything about a refund. I headed home and called Firehouse customer service. They told me that what I was told by the two employees at the Firehouse store was wrong. The refund had to come from the store that I ordered the subs from. The customer service representative said she would put in a request for the store to call me back and make arrangements for my refund and that it might take up to 7 days. A week later, I had received no call. I called the store directly and asked to speak with a manager. I explained the situation and was told I needed to come in to get the refund. When I arrived, the woman I spoke with was not there. The two employees that were there the day I ordered were there. One was sitting at a table on his phone. The other seemed confused or possibly high? Maybe they were both high because it took way too long to get them to understand I needed my refund. They were unprofessional and acted like I was bothering them by even being there. As they figured out how to refund me, I looked around the restaurant, it was dirty and in desperate need of just basic cleaning. It even smelled stagnant and dirty. I asked why they didn't have the gluten free bread available and they tried to explain that it is frozen and takes too long to defrost and so they don't. Weird that other Firehouse restaurants don't seem to have an issue having the gluten free bread available for their customers. I will never return to this Firehouse subs. It is filthy, seems mismanaged, and definitely lacks customer service.

Ok. I’m not someone who likes to make accusations without evidence, but i will never eat or refer anytime to a Firehouse subs place. This was my first and last time. I’m not expecting five star service because it’s a sandwich shop. Two guys were working and one of them made a noise and said ohhhhh. One handed me my subs with a smirky attitude and said here’s your order Sir with a suspicious and sarcastic attitude, while biting his lip fighting back a grin. Did they drop one of my subs and pick it up? Makes me wonder if they did something else? I feel embarrassed for this place and feel like I should have watched them make my sandwiches to insure nothing like this happened. Like I said, I can’t prove it or even know if there’s a way to look. I’ve never, ever had a feeling like someone messed with my food like I did here. I’m not eating either of these and will take the loss. I hope that didn’t happen, but shouldn’t have to babysit to make sure. I am also not trying to cause any problems, but my gut instinct says not to eat them and I’m going with that. I’ll chalk it up to a loss.

Very awful dining experience. I visited the store around 2:20 pm on Sunday, May 1st. The employees were moving very slowly and showing no sense of urgency. On top of that the young lady said, “I don’t know how I didn’t get fired yet!” You’ve got to do better firehouse.

Ordered a tuna sandwich and got a sad amount of tuna between two pieces of bread with absolutely nothing else. The order was placed online with their app and the only modification was extra cheese which is not present, along with any other toppings .It also took them well over 20 minutes to make the two sandwiches in my order, and the place was dead empty when I walked in.This is the second location that has basically stolen my money; I'd suggest just avoiding the whole franchise at this point.