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Business Profile

Sandwiches

Firehouse Subs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sandwiches.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2023

    Type:Product Issues
    Status:
    Answered
    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.
    I placed an online order on July 26 at about 7:30pm. Received confirmation that my order was received and to go to the store I ordered from (in Dover NH) to pick it up. I drove 20min to the Dover store and found that the restaurant was closed. There were no clear hours of operation posted on the door. I contacted Firehouse subs immediately through their site to report the issue and never got a response. Two days later I attempted to contact Firehouse subs through their website again. Again, received no response. I've attempted to contact Firehouse subs 4x now with no response. I sent them a message through social media and they directed me to use the online form I've filled out 4x now without getting a response. It's incredibly dishonest and frankly theft to accept online orders and payment when your restaurant isn't open for business. And then when the customer contacts you for a refund, you ignore them and keep their money!

    Customer Answer

    Date: 08/17/2023

    Have you heard from the company? No

     

    Are you satisfied with the company's efforts to resolve this matter? No

     

    If not, please explain.

     

    Comments: I have not heard from the company.   _____________________________________________________________________________

    _____________________________________________________________________________

    _____________________________________________________________________________

    _____________________________________________________________________________

    _____________________________________________________________________________

     

    Your Signature: __________________******* ******____________________ Date ___8/17/23___


    Business Response

    Date: 08/17/2023

    Good afternoon,

    We were very sorry to hear of the inconvenience the guest reported.  Our Corporate office passed it along to us at the restaurant.  We had the incorrect hours posted on line corrected to avoid future issues.  We emailed the guest on August 7th apologizing and offering a full refund of the $9.10 order.  We do not store credit card info, but we can provide a refund over the phone or in person.  That offer will remain open and we look forward to resolving this to the guests satisfaction.  

Firehouse Subs is NOT a BBB Accredited Business.

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