Complaints

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• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased food at the Firehouse Subs in Athens at 12:09 PM on 03/17/2025. I requested no tomatoes (due to a food allergy). The sandwich had tomatoes. My receipt indicates no tomatoes. The manager was rude and waited on customers before me. I requested a refund, and he refused. He told me to call the corporate office. He also threatened me and told me to leave. I called the police. The police told me they had no authority to make the business refund my money and advised me to take the proper steps. I contacted the corporate offices and asked for a return call. I did not receive a return call. I want a refund of the $20.75 I paid for the meal.

  Business Response

  Date: 05/16/2025

  On the day the guest came into the restaurant all guests were being told that we had a longer than usual wait time of approximately 25 minutes. This was due to heavy online order and 3rd party order volume coming into the kitchen. 

  The guest proceeded to place her order and then came to counter multiple times to ask why other people were walking in and getting their food before her. The staff advised her that those people had either Called in their order before she came in and was there to pick their order up, had ordered online or had utilized a third party online service such as door dash etc. That we make the tickets in the order they come in. After the 3rd time of her coming up and again asking about her food, I the owner stepped in and pulled her ticket ahead of others because she was becoming rude and making a scene in the store. I advised her I was taking care of her ticket in that moment and it should be just another minute while I boxed and bagged her order. 

  At that point the guest said NO she no longer wanted her food. This was at 18 minutes after placing her order. She was ranting in the store that she just wanted her "Monies" back and I advised her, that I was not going to do that especially since she was being rude to the staff and her order was being bagged and it was actually ahead of time promise time. She continued to create a scene and I ended up having to ask her to leave and had to walk her to the door and hold it open for her to exit the building. 

  I tried to give her her meal multiple times during this process and she kept saying that she was not going to take it because she was going to get a refund or call the police. I again advised her that was no longer an option due to the way she was screaming at the staff and that I was gong to have to ban her from the location if she didn't get herself under control because my staff is working as fast and as hard as they can and they do not deserve to be treated the way she was treating them. 

  She ended up going to her car and calling the police, the police came and took a statement and I advised them that at this point I had no choice but to ban her from the store because again my staff does not deserve to be treated the way she was yelling at them, so they issued her a no trespass. 

  It was not until after the no trespass was issued and days later that she started harassing corporate guest services and saying that I refused to remake the food because of a tomato allergy. That was the first I had heard of a tomato allergy, and now this guest is using this as a way to gain sympathy. I remake sandwiches all the time if we make a mistake and put something on a sandwich when it was ordered without it. 

  An allergy was NOT the issue with this guest and I will not issue a refund to this guest because an allergy is not what this is about. This guest believes they can circumvent the owner of this location to get what she wants. My policy has always been to not issue refunds. We will gladly remake food any time we are in error for making a sandwich incorrectly and many times based on the circumstances we will remake food even with it is the guests error. However, in this particular case, I have banned this guest from the business because of the way she treated my team and I will not refund or remake the food for her.