Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 23, 2024 $37.41 Business committed to provide the 4 subs I **************** did not deliver on their commitment to provide the 4 subs I ordered. 2 of the subs were completely wrong.I spoke with the manager and the owner in regards to the issue. I was informed that I would need to bring the 2 subs back to the store for them to re-make them. I expressed to both the manager and the owner that I lived too far away to come back (the owner told me to put them in the freezer and bring them back when I could). I simply replied that I would prefer they either give me a credit or refund for the incorrect subs. The manager and the owner refused both options and again told me to bring the subs back for them to remake. Finally, I told the owner that I would not drive back since it was so far and I was working and that it should not be an inconvenience to me because his staff did not complete my order correctly. However, I told him that he could have his staff remake the subs, deliver them to me and I would give them the incorrect subs. He refused and did so very rudely. So I asked him why it was ok to inconvenience me for his employees failures and not ok to inconvenience himself as the employer. He continued to be rude so I ended the conversation.

  Business Response

  Date: 11/04/2024

  Dear Valued Customer,

  We strive to provide exceptional service to our customers.  We are disappointed that you were dissatisfied with two of the four sandwiches ordered.

  As previously discussed, Firehouse Subs is willing to remake the two sandwiches that did not meet your expectations.  Unfortunately, our location does not offer delivery service, and we are unable to provide refunds without the purchasing card present. In your situation, you received all four sandwiches ordered and we are willing to remake the two sandwiches that did not meet your expectations during your next visit

  Once again, we apologize for the inconvenience this may have cause you.

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  However, I do still want to note that this was not offered to me in this manner.  I was told to freeze the incorrect sandwiches and bring them back with me the next time I came into the store.  And, when I was told that they needed my card present to issue a refund, I asked if they could just take down my information for the next time I came to the store and they could then just make me new sandwiches.  At which point I was told "only if you return the incorrect sandwiches".  Which I was not about to freeze them and take them back because I do not go to this location that frequently and would not want to keep these in my freezer.
  
  Thank you.