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:03/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  A mobile order was placed for pick-up on Sunday, March 2nd at the ***************************************************** location. This order was for a "Club on a Sub" Large Combo that totaled $26.14. Upon arrival, the restaurant staff were very rude and unwelcoming. I waited amount 15 minutes for my food (there was no one else there). I had to ask for my drink, to which I noticed the only beverage I liked tasted horrible. When I asked if they could restock that flavor, they told me "No, get something else then". Regardless, I got my food and arrived home. The sandwich was prepared incorrectly, with my customizations not followed. The sandwich also appeared to be smashed in, and a total mess. I contacted the customer support online, to which they passed my full refund request on the the "store management". I called the customer support phone number multiple times, which they never answer. I finally called the store today, to which the manager stated that she won't be able to process any adjustments as its over 48 hours ago. I submitted all these request immediately, on March 2nd. This is not how customer service should be- I expect a full refund for my order!

• Initial Complaint

  Date:06/21/2023

  Type:Billing 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.

  I attempted to use my gift cards on Saturday, June 17, 2023 at Firehouse Subs where it was declined because the staff could not figure out how to process the orders. I have 2 gift cards, one with a balance of $19.52 and the other for $50.00. The Staff had us call to verify the balance and they also were passed the phone so they could hear the Firehouse card balance verification. The manager who did not even want to be bothered in helping us, tried manually to enter the cards without success and we were told that we had to either pay cash or use another form of payment since the cards were not working. Well we declined and left the store after 45mins of no resolution and frustrated.These cards were rewarded to us by ********************************** and I believe that they would not be distributing cards promoting Firehouse Subs if they would not be honored.In addition to filing this complaint, I will be notifying the ******************************* that Firehouse Subs Gift Card has some form of issuses that the staff and Firehouse Subs are neither recognizing or honoring.I am suggesting reimbursement not by gift and an apology for being insentive, Why should someone pay twice!

  Business Response

  Date: 07/17/2023

  The customer had only spoke with my 11 year old son about this and he told her the card had a $3 balance on it and that she can contact the number on the card to see where it was used and to call customer service for assistance. we do not handle gift card issues at the store level. she had not asked for a manager or the owner or called to contact anyone. Her husband also apologized for her behavior while in the store. The only thing she can do is call the customer service number.

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Their response is a blatant outright falsehood. Check the video, I did not show any type of hostile behavior and no such apology was made by myself or friend. I have two cards one with a $19.52 and the other one never used for $50.00 that are still very much active.  Not only did the cashier not know how to process the transaction, she acted like she did not even want to be bothered and was arguing with her co-worker. We did ask if we could speak with the Manager and was told she was in a meeting or taking care of something else at the time. The Cashier later claimed that she did speak to her manager and was told that " we would either have to use another card or pay cash because they could not just give us the food for free". Again, how is it free if it's their gift cards that were verified via their phone line while we were at the location. 

  Poor unprofessional dishonest employees and service all the way around and I think this matter should be further investigated.

  I also reported this to my employer, ********************* who gifted me the cards.

  
  Regards,
  
  ************************************