ComplaintsforFirehouse Subs Corporate

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I will let my picture do all the talking. For the amount of money I have spent, then all my points to be taken away from me within a year is OUTRAGEOUS!

  Business response

  04/09/2024

  Hello,

   

  We're sorry to hear about the issues you experienced with your rewards points. There was an issue back in April 2023 and the incorrect balance was updated on the account, we apologize for the inconvenience and have added all of the points back to your balance. This may take a few minutes to update on your end, but the point total of your account is now at 1,781,700. 

   

  Thank you for being a loyal Firehouse Subs Fan and we hope to see you again soon.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On sept 26, 2023, Firehouse subs used a bait and switch approach to collecting money from me. They offered a "Free" medium sub with any purchase through their app. I placed the order and at the end was shown a screen total of $0 for the sub, at which point I hit "order now" and was then sent a receipt showing that I was actually charged approx $14 for. I contacted them through the app and explained the situation. The first guy I spoke with said he apologized and then credited me **** points toward my account, which isn't even enough points to buy half a small sub, nor is it how i paid / how my money should be refunded, The next person I emailed with has been making nonstop excuses to avoid refunding my $. I gave them 3 warnings and am now being forced to move forward with this there are thousands of people online talking about this same thing happening to them, which makes me believe this is an internal scam that I'm now a victim of. It needs to stop and I simply just want my $ back that was illegally taken from me. There should be a full investigation / audit done to ensure the public isn't being used as part of a ponzi scheme.

  Business response

  12/08/2023

  BBB, 

  This is an issue with the Firehouse Subs app not our restaurant.  Please reach Firehouse Subs Headquarters. 

  Business response

  01/08/2024

  Hello,

   

  I was able to identify the proper report originally left on this complaint and have escalated this to the proper leadership team to handle and provide the compensation properly. I've added points equivalent to a free medium sub with purchase to the account as well for the inconvenience. I hope to have this resolved soon.

   

  Thank you for being a loyal fan!

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Won’t let me log in to app and it logged me out. Instead of having a password and using the whole security questions, it sends a code to you. This code is not in my spam or my trash or archive or anywhere in my box. Now I’m worried all my points are gone!

  Business response

  08/02/2023

  Good Morning,

   

  I've emailed the guest directly in order to resolve the issue at hand from the complaint. 
  Leadership for the Firehouse team has changed and the initial email/notification from the guest was not received.

   

   

  Thank you, 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  I ordered a large steak and cheese sub to go from your martinsburg, west va location. I told them three times only steak, cheese, and lettuce on the sub. When I got the sub home it had mayo and mustard which im allergic to. I would like my sub replaced. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  On Saturday November 26th I placed an order online for pick up. Upon arriving to the store I was greeted by a male employee. He stated my order was almost ready however they were out of the cookies I ordered. He proceeded to offer me a different dessert but before I could respond the female employee said no you can not substitute. When I said ok I'll just take a refund she stated she had to have the card to refund to. I apologized and stated I did not bring the card with me. The male employee said it's OK I can refund it as cash at which point the female again stated no. She said I could call up there and give my full card number, expiration and CVV code over the phone if I wanted a refund. I made immediate contact with corporate. Since then I have contacted corporate on the 2nd of December and the 7th of December and have still yet to receive any contact from corporate or the owner of the franchise location. The customer service is all around very disheartening. I want the money back for the product I did not receive but that's obviously not going to occur which is a theft at this point in my eyes.

*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. ↩