Firehouse Subs Stapley Center
🍽️ Restaurants · Mesa
total experiences
replied on google
Most reported issues
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Experiences
The restaurant prepared the sandwiches with incorrect ingredients.
Business reply on Google
Matthew, you're right—that order missed the mark with ingredients switched between the two sandwiches. We're sorry you received them that way. Hope you'll give us another chance soon. Sophia/Guest Services
The sub bread was soggy and the fries were overcooked.
The sandwich was prepared with excessive sauce making it inedible.
Staff refused to honor a promotional offer and insulted the customer.
Business reply on Google
Hi Makayla, We're so sorry to hear about your experience during our Mike's Day Promotion. Please provide us your contact details at https://go.momos.com/7eXrN so that we can reach out to you personally. We'd love the opportunity to make this right and send you a free sub for your next visit!
Staff failed to greet customers and provided slow service.
Business reply on Google
Hi Paul, I'm sorry to hear about your experience at Firehouse Subs; it sounds frustrating that the staff didn't greet you or make eye contact, and that service felt slow. Your feedback is important, and we will be sure to pass it along to the team to address the concerns you raised. If you have any further feedback or concerns, please feel free to share. Alexia- Guest Services
Missing items and long delivery time with no resolution provided
Business reply on Google
Hi Tyler, I appreciate you sharing your experience with us. I'm sorry to hear that your recent order from Firehouse Subs was delayed and incomplete. It sounds like there were several misunderstandings regarding your order, and I understand how frustrating that must be. We will address this internally to improve our service. Alexia- Guest Services
Long wait times and incorrect order fulfillment without customer notification.
Staff displayed rude and unprofessional behavior toward customers.
Business reply on Google
Hi Ashley, I'm sorry to hear about your recent experiences at Firehouse Subs. It’s disappointing to encounter rudeness and unprofessional attitudes, especially when you’re just trying to enjoy a meal. We appreciate your understanding of the challenges that the last customers of the night can present, and it's concerning to hear that this has happened more than once at our location. Your feedback is valuable, and we will look into this issue to improve our service. Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a better experience in the future. - Jessica/Guest Services
The food quality was poor and the staff were rude.
Business reply on Google
Hi Jonathan, I'm sorry to hear about your experience at Firehouse Subs. Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a better experience in the future.- Jessica/Guest Services
The soup portion provided was significantly less than the advertised amount.
Business reply on Google
Hi Tyler, I’m sorry to hear about your experience at Firehouse Subs. It’s disappointing to learn that the soup you received did not meet your expectations and that you felt the service was unprofessional. Your feedback is important to us, and our team will take action to look into this issue to ensure improvements are made. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.-Blair/Guest Services
The sandwich was missing ingredients and was extremely dry.
Business reply on Google
Our guests' feedback is of great importance to us, so we want to thank you for providing yours. We will ensure your comments are shared with the proper leadership if you can provide us a few more details at www.firehousesubs.com/support. Thank you so much for your visit and letting us know how it went. We hope to see you again soon! Anna/Guest Services
The sandwich was prepared without the requested meat.
Business reply on Google
Providing top-quality food that leaves our guests impressed is a goal we strive for every day and we're beyond disappointed that you don't feel that goal was met during your visit, Mckenzie. Your feedback is truly helpful and we'd like to gather a bit more information at www.firehousesubs.com/support so this can be addressed properly. Thank you. Anna/Guest Services
Long wait time for sandwich and poor service from staff
Business reply on Google
Our guests' feedback is of great importance to us, so we want to thank you for providing yours. We will ensure your comments are shared with the proper leadership if you can provide us a few more details at www.firehousesubs.com/support. Thank you so much for your visit and letting us know how it went. We hope to see you again soon! Anna/Guest Services
Incorrect order preparation despite allergy notification
Business reply on Google
Katrina, we want you to know that we deeply appreciate your patronage and feedback. We value our guests and want to ensure they have the best experience when they visit with us. That is why we can't thank you enough for sharing the concerns you had regarding your recent visit. We hope you will be willing to connect with the general manager at the restaurant. This will allow them to obtain much needed information for crew counseling and give them the opportunity to make this right with you. Trista/Guest Services
The business failed to process a refund due to being busy.
Business reply on Google
The prolonged wait you describe is alarming to hear about, Tonita. We endeavor to provide each and everyone one of our guests with only the most sincere, heartfelt, and prompt service. Your immensely helpful feedback will be passed along for the owner to review and have the ability to take appropriate internal action. We are eager to prove we can do better and hope you are willing to give us that chance. Desirae/Guest Services
Staff member overcharged for items and harassed customer in the lobby.
Business reply on Google
We are saddened, Audrey, to hear about the poor behavior and unprofessionalism you describe. We want our guest to experience only a welcoming and friendly environment when they dine with us, so we are sincerely sorry to hear you do not feel that is what you received. We appreciate you bringing this to our attention and assure you that your comments will be passed along for the proper leadership to review. We hope you provide us with another opportunity to make you a fan. Desirae/Guest Services
Incorrect order and poor food quality for the price paid.
Business reply on Google
M B, we want you to have a 5 star experience every visit, and we’re disappointed you’re not a fan anymore. What you describe is absolutely not what we aim to offer our guests; and if there is anything we can do to prove that we are still the kind of place that offers the heartfelt service, and hearty, flavorful food, you came to know and love, please let us know. Desirae/Guest Services
Staff refused entry five minutes before closing time.
Business reply on Google
Chase, we are so sorry to hear about your recent visit. The behaviors and actions you describe are definitely not the norm for us or our staff. Your comments will be reviewed by the proper management team. Please give us another chance to make you a fan.
The sandwich was excessively soggy and preparation time was too long.