Firehouse Subs Rock Row
🍽️ Restaurants · Westbrook
total experiences
replied on google
Most reported issues
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Experiences
The restaurant prepared the incorrect sandwich order with the wrong ingredients.
Business reply on Google
We're so sorry to hear about your experience. Please provide us your contact details at https://go.momos.com/kpd2e so that we can reach out to you personally. We'd love the opportunity to make this right. RB/Guest Services
Manager refused to replace an incorrect order and acted unprofessionally.
Business reply on Google
Hi Andrew, thank you for your feedback about your experience at Firehouse Subs. We're sorry to hear that there was an issue with the order and the interactions with our staff didn't meet your expectations. Our team will be looking into this matter to ensure we improve our service in the future. Alexia- Guest Services
Staff refused to correct an incorrect order and acted aggressively.
Business reply on Google
Hi S S, I'm sorry to hear about the poor experience you had with your order at Firehouse Subs. We value your feedback and will be sure to look into this situation to ensure better service in the future. Thank you for bringing this to our attention, and we hope you'll give us another chance. - Jessica/Guest Services
staff displayed poor attitude and used personal phones during work hours
Business reply on Google
Hi Jonathan, I appreciate you sharing your experience with us. I'm sorry to hear that you encountered issues with our staff during your visit to Firehouse Subs, and I understand how frustrating that can be. We'll definitely address this with our team to improve our service moving forward. If you have any further feedback or concerns, please feel free to share. RB/Guest Services
Customer received only half of the ordered small sub sandwich.
Business reply on Google
Hi Dee, I'm sorry to hear about your experience with your small sub at Firehouse Subs. It’s disappointing to learn that you received a half sandwich instead of the whole sub you expected. We understand your frustration, especially given the price you paid. Your feedback is valuable, and I will ensure our team looks into this issue to improve our offerings. Thank you for bringing this to our attention, and we hope to provide you with a better experience in the future.- Blair \ Guest Services
Staff were unprofessional and caused significant delays in order preparation.
Business reply on Google
Hi Kaci, I'm sorry to hear about your experience at Firehouse Subs. It's concerning to learn that the behavior of our team members during your visit was unprofessional and that there were delays with your order. Your feedback is very important to us, and we will look into this issue to ensure a better experience for our customers in the future. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better next time. - Jessica/Guest Services
Staff used a dirty rag on the food preparation surface
Business reply on Google
Hi Karen, I’m sorry to hear about your experience at Firehouse Subs. It’s concerning to learn about the cleanliness issues and the service you received during your visit. Your feedback is important, and our team will take action to look into this matter to ensure that we maintain our standards. 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
Long wait times and poor staff service resulted in cold food.
Business reply on Google
nate, the less than 5-star experience you describe is not what we want our guests to experience. We would appreciate another chance to make you a fan, please provide us more information at www.firehousesubs.com/support so we can alert the leadership team to address this properly. Anna/Guest Services
Customer served moldy bread and received aggressive service from management.
Business reply on Google
The poor experience you describe is truly disheartening to hear about, Grace. We want our guests to leave feeling absolutely impressed and satisfied with their experience and we're sorry you didn't feel that way. Your feedback is very useful and will help us improve so please contact us at www.firehousesubs.com/support when convenient. Thank you! Anna/Guest Services
Staff provided rude customer service during the ordering process.
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, Tommy. 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
sandwich served with mold and manager refused refund
Negative interaction with the business owner
The staff displayed a poor attitude and lack of professionalism.
Business reply on Google
The staff's demeanor you described is definitely not part of the heartfelt service we aim to offer each of our guests. Tammy, we will do what it takes to keep you as a fan and will be sharing your experience with the private owner to review. Your feedback is greatly appreciated! Anna/Guest Services
The subs were soggy and lacked flavor.
Business reply on Google
It's disheartening to hear your order was not up to par, Kate, due to the sogginess of the sub. We'll be sure to notify the private owner of this to be addressed. We do hope you give us another chance sometime soon! Anna/Guest Services
The customer received incorrect change and the sandwich quality was poor.
Business reply on Google
Dylan, the quality of the Italian Sub you mentioned is very alarming. We will share your concerns with the private owner to review. We deeply appreciate your feedback and hope you give us another chance at making you a fan! Anna/Guest Services
The wait time at this restaurant is excessively long.
Business reply on Google
We aim to offer every guest the very best experience each time they visit us, Chase. We want you to know your patronage and feedback are invaluable to us. We encourage you to get in contact with the restaurant's general manager. That way, they may discuss your concerns and how they can resolve them. Anna/Guest Services
sandwich size is smaller than expected and staff lacked promotion knowledge
Business reply on Google
Donna, thank you for visiting and trying us out! But you’re right, our small subs are small. We launched them because we learned some guests wanted a smaller portion size than our medium sub. We know while they are the right portion for some guests, they are not right for all, and we hope you’ll visit again soon so we can provide you with a 5-star experience. Anna/Guest Services
Staff were rude regarding parking for local construction workers.