Business Profile

Restaurants

Firehouse Subs Corporate

This business is NOT BBB Accredited.

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Complaints

Name: Firehouse Subs Corporate
Address: 12735 Gran Bay Pkwy W Ste 150, Jacksonville, FL, 32258-4889, USA

This profile includes complaints for Firehouse Subs Corporate's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/17/2025
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.
It’s been AT LEAST 3 months of me trying to log in and the site said it’s sending a code I never receive. This is the only way I can access my points. Now I can’t access points or even see how many I have! The customer service number and chat are NO HELP as you get NO feedback!!! These sandwiches are good but EXPENSIVE so I enjoy being able to utilize points
Business Response
Date: 03/21/2025
Hello,

We're sorry to hear about the issues receiving the code. Please respond to the support email stating you never received the code so this can be escalated to an internal agent for further assistance.

Thank you!
Initial Complaint
Date:03/17/2025
Type:Customer Service Issues
Status:
ResolvedMore 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 did not receive the free birthday sub offer that was promised by Firehouse Subs as part of the agreement I signed up for when joining their rewards program. My birthday was just last week and I have made several transactions within the last 6 months. All orders were made in person at their locations consisting of two sandwiches each time. ** never offered me the free sub. Their customer service is very difficult to access other than a virtual assistant which is no help in the ********* about ready to switch back over to buying my sandwiches at Subway.FS makes a nice sandwich but pretty much does not have an adequate customer service system an leaves a customer without resolve.If they would address the issue a provide me with a my free birthday sub I will continue to buy their subs but if not im not going to cater to an organization that I cant trust.
Business Response
Date: 03/21/2025
Hello *****,

Thank you for making us aware of this issue with the birthday reward. I was able to look into your account and see that all the past orders have been in-store while scanning your account to get points and connect the order to your profile. This should have triggered the birthday reward for you but since it did not, I'll be adding ****** points to your account so you can redeem a free medium sub with any purchase reward. I'll also be escalating this to the digital team to ensure the birthday reward is functioning properly.

Thank you!
Customer Answer
Date: 03/21/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *****
Initial Complaint
Date:02/24/2025
Type:Customer Service 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.
On February 3, 2025, I attempted to use some of my ~****** reward points to claim a free Firehouse Subs sandwich. I found the points had expired 1-2 days prior. When attempting to contact Firehouse Subs customer service, all publicly listed phone numbers through Firehouse's web-based information were blocked, not in use, or had pre-recorded messages followed by immediate disconnects. No contact email addresses were found. When attempting to use the Firehouse Subs chatbot in multiple browsers (e.g., Chrome, Edge, Safari, etc.) through multiple devices, networks, and at multiple locations, most attempts resulted in the chatbot starting and then stopping the conversation without allowing me to interact. Other attempts had the chatbot claim it being unable to help, did not understand, or asked me to try again later. A few attempts allowed me to fill out a contact form, but most tries of submitting resulted in likely failure due to either non-response, failure messages, or the the conversation being concluded without confirmation. Three attempts in the last three weeks may have worked, but I have not been contacted in any way.After reviewing the new 6-month point expiration rule last year, I was able to speak to a human customer service representative who said I would get a reminder notice(s) near to when the points were going to expire. I never received any such notification ahead of this experience.Overall, Firehouse Subs Corporate seems to have decided to make communication with customers and customer service not possible regardless of technical problems, needs, or potentially ethical/legal matters such fraudulent activity, privacy, or other customer advocacy-type issues. The ********************** product is wonderful and I am happy to work with the company to resolve matters and would appreciate the points being reinstated along with courtesy credits for all the time, stress, and inconvenience caused by these issues, thank you.
Business Response
Date: 02/25/2025
Hello there,
I'm sorry to hear about the issues you experienced with the chat bot and contacting guest services. I do not see any complaints logged with the email address provided, but did locate the loyalty account. We've reinstated the expired points for you to use on your next purchase, but do note, the points will expire again in 6 months if no activity is made on the account.

Thank you!

Customer Answer
Date: 02/26/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 22977679
Thank you for reinstating the expired points and clearly the technology did not work in any way for me to communicate with you after the many attempts previously described. Since this is the first and only method of contact that has been successful, I am rejecting the response to keep an available communication line for the moment (I have no intention on dragging out the conversation, but have questions).
Could you please answer the following questions:
--Is there or will there be a backup method for communication aside from the chatbot in any way?
--Is there an email or phone number I can use for future needs?
--Does the chatbot provide a case or other tracking number if/when submissions are successful? Or is there any other way to tell if the message has gone through?
--Is there a human interaction approach available as the chatbot says "Because my responses are automated, please let me know if you would like to talk to a human" yet responds with null-type results when that request is made?
And lastly, may I please be provided with additional credits for all the time and stress this process created?
Regards,
******* ******
Business Response
Date: 02/27/2025
Good afternoon,

Happy to address the questions raised!

Is there or will there be a backup method for communication aside from the chatbot in any way?
- We do not have another contact method as we have not been made aware of any failures to contact us until this request. If possible, can you please email me directly any screenshots that the chat bot is providing you that is then resulting in the Null/Void response? Please email these to ************************************* so I can take a look into this and resolve as soon as possible!

Is there an email or phone number I can use for future needs?
- You can email me directly at ************************************* while we work through this issue! It is my personal work email so if I'm out of office for any extended period of time there may be a delay but should be provided a response in a day or two!

Does the chatbot provide a case or other tracking number if/when submissions are successful? Or is there any other way to tell if the message has gone through?
- An email is generated for each successful ticket created from the chat bot, you should be able to select "escalate to agent" in order to email a service representative directly, but given the other issues being experienced I'm unsure why you're not getting a ticket created.

Is there a human interaction approach available as the chatbot says "Because my responses are automated, please let me know if you would like to talk to a human" yet responds with null-type results when that request is made?
-Yes, if the chat bot is unable to resolve your issue or question, it should then escalate to an agent, and you'll receive an email about the ticket and any agent correspondence. You shouldn't be "blocked" to only speak with the chat bot so I'd appreciate any screenshots you can provide to me so I can investigate this further.

And lastly, may I please be provided with additional credits for all the time and stress this process created?
-Absolutely, I'll be adding an additional ****** points to your rewards account. You'll see these points added momentarily.

I look forward to hearing from you soon!
Customer Answer
Date: 02/28/2025
Thank you BBB and **** ***** at Firehouse Subs. I am now satisfied with the issue/matter and will communicate with **** at ************************************************************************.
Initial Complaint
Date:12/20/2024
Type:Product Issues
Status:
ResolvedMore 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 am a customer at Firehouse Subs. I have definitely eaten there more than 7 days ago. I did not receive my annual birthday sub. I reached out to support. They told me I have not dined more than 7 days before my birthday. I tried explaining that I had two accounts and support combined them which they could look up and see that I had dined there and met the requirements. I even attached the support email. They keep sending the same auto email and are not being helpful. I was going to giveup but they are really being unhelpful and making me want to not eat at this company anymore. I've never had anyone be so brash and unconcerning.
Business Response
Date: 12/30/2024
Hello ***********

thank you for bringing this to our attention and I will be sure to address the lack of assistance with the agents.

However, I do see that the agent provided 12K points (which is the point equivalent to the birthday sub reward) to your account due to the technical issues experienced and the reward not loading to your account. I do apologize for the inconvenience but hope these points work for your next order!

Thank you for being a loyal Firehouse Subs fan!
Customer Answer
Date: 01/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22714195, and find that this resolution is satisfactory to me.

Regards,

********** **********
Initial Complaint
Date:12/17/2024
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.
I am complaining about horrible customer service. I spoke with a representative over the phone and asked her why did they take my ****** points when recently, I went inside the actual restaurant and asked an employee does the points have an expiration and she told me clear as day NO! I explained that to the representative over the phone and she goes back and forth with me with no accommodations. They have now put onto the app exactly when the points expire I guess my phone call put that into play. Losing out on ****** point that Ive earned is diabolical!!!! I would like my points given back to me if not, I would like to be accommodated for you all taking them! When I spoke to an employee FACE TO FACE and she looked me right in the eyes and told me they dont expire!!
Business Response
Date: 12/17/2024
Hello ******,

Thank you for bringing this to my attention and I'll be sure to address your ticket handling with the agents as we are providing points back to guests due to the points expiring. This is a onetime curtesy due to the program and terms update this year with the points expiring, these points added back today will expire in 180 days if no other order is made from the account.

I do apologize for the inconvenience and hope you'll continue being a loyal Firehouse Subs fan!

Thank you!
Initial Complaint
Date:12/05/2024
Type:Sales and Advertising 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 had over 18,000 reward points on my account that suddenly disappeared WITHOUT NOTICE!!!!! I want FIREHOUSE SUBS to replace because there was obviously NO WARNING this was going to occur I WAS ALREADY DENIED THROUGH EMAIL CONTACT It’s a VERY small request to grant instead of losing a customer NOT GOOD CUSTOMER SERVICE
Business Response
Date: 12/05/2024
Hello *****

I'm sorry to hear about the confusion with the points expiring. This update was shared with all guests earlier this year as the loyalty program now required a purchase on the account every 180 days to stay in good standing.

Since this is a new process, I've added back all 18,670 points to the account, but please note that these points will expire in 180 days from today if no purchases are made on the account! Simply place a mobile order through your account or scan your account bar code at the restaurant if ordering in person, this way the order is connected to your account, and points will accumulate going forward.

Thank you for being a loyal Firehouse Subs fan and I hope you'll visit us again soon!
Initial Complaint
Date:12/02/2024
Type:Product Issues
Status:
ResolvedMore 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 purchased a cookie on 11/15/24 thinking it was my qualifying purchase for my free birthday sub offer. My birthday was 11/18.I contacted their customer service through their chatbot and then by email because I never saw the offer appear. In spite of their reassuring me at first, it didn't happen. THEN they told me the qualifying purchase had to be made at least 7 days before my birthday.I had a lot going on and did not know, at least didn't remember, this requirement. I tried to talk them into giving it to me anyway under the circumstances and requested 2 different times for a supervisor to get in touch with me. Not only did a supervisor NOT get in touch with me, but I got NO RESPONSE OF ANY KIND!!!
Business Response
Date: 12/02/2024
Hello *******,

I'm sorry to hear about the confusion with the Birthday reward this year. The birthday reward has updated to requiring a purchase within 6 months to 7 days before the birth date on file and this update was shared out in an email update earlier this year to all guests. That said, I've added ****** points to the loyalty account with this email address so you can still enjoy a free medium sub reward with any purchase on your next mobile order. Please let me know if you have any additional questions or concerns.

Thank you,
**** H
Analyst, *************** US&C

Customer Answer
Date: 12/04/2024
I don't completely want to teject the business's response to my complaint. I do appreciate their adding the ****** points to my account.

However, it is not complete, and therefore I do not completely accept this either.
I should have gotten a response from them when I asked to be contacted by a supervisor, but did not. That is why I complained to the BBB inthe first place. I want something done so that in the future, customers get a fair response from them directly without having to complain to the BBB. This is a failing of their customer service operations that I believe needs to be adsressed.
Customer Answer
Date: 12/04/2024

Complaint: 22615261
I don't completely want to teject the business's response to my complaint. I do appreciate their adding the ****** points to my account.

However, it is not complete, and therefore I do not completely accept this either.
I should have gotten a response from them when I asked to be contacted by a supervisor, but did not. That is why I complained to the BBB inthe first place. I want something done so that in the future, customers get a fair response from them directly without having to complain to the BBB. This is a failing of their customer service operations that I believe needs to be adsressed.
Regards,
******* ********
Business Response
Date: 12/04/2024
Hello,

Thank you for your concerns about the birthday reward and the response time from a supervisor. Unfortunately, the supervisor was traveling for business 11/18-11/21 and out of office from 11/22 through 12/2, which played into the delay in response from the supervisor. We'll be sure to discuss this internally so better coverage can be taken next time in order to provide more timely resolution to guests.

Thank you,
****
Customer Answer
Date: 12/05/2024
There seems to be no box available ro check for this now, but given the information in today's message from the business, I now accept the current resolution of my complaint. It's still not really complete until the internal changes are made, but I will trust that this will happen soon in fhe interest of moving past this complaint. I appreciate the business's efforts to rectify the situarion and tend to believe they will follow through. I certainly hope so...........
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
SEE ATTACHMENT.
Business Response
Date: 12/05/2024
Hello ****

Our accounting team should be in touch with you regarding this issue and a proper resolution! Please let me know if this has not been done yet.

Thank you!
Customer Answer
Date: 12/06/2024

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: 22577955

I am rejecting this response because: Unable to send photos. I have tried to reply 3 times on phone with photos attached and when I hit proceed nothing happens
If this doesn't work I will call Monday. Tried to call yo at 1230PM today.
I received 14 cards from Firehouse. I went to Firehouse Goodlettsville Tn and had the cards checked. 3 cards showed $25 and 11 cards showed no balance. Continuing problems like this is the reason I suggested 1 card for the $350 I paid for.
I have spent 1 month and many hours, sending photos and emails and wasting my time with customer service trying to receive what I paid for but nobody at Firehouse gets in a hurry to provide customer service with these cards.
I wonder if you treat a regular customer this way how do you treat everyone else?
As a rewards member you can see I go to your Goodlettsville Tn location every week . They are great and give the best customer service I have ever experienced. Firehouse.com is worst service I ever received and Headquarters has been no better. It took you 2 weeks to answe this complaint.

Regards,

*** ******

Customer Answer
Date: 12/16/2024
I received gift cards that so far are working.
Thanks For your help,
*** ******
Initial Complaint
Date:11/15/2024
Type:Product Issues
Status:
ResolvedMore 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.
On 10/30/2024, 25,997 points were taken from my loyalty account and marked as "expired". I immediately reached out to their customer service because this had to be a mistake. The terms and conditions express a purchase must be made within the last 180 days, and I had not only redeemed my birthday sub (using my account) in August of 2024, but also purchased an additional sub for my husband in the same transaction. Now they are stating there is no record of my purchase (even though my account HAD to be used in order to redeem my birthday sub) and refuse to refund my points. I have asked to be contacted by a supervisor as this seems to be a system glitch or error causing the mistake, they refuse. I have spent close to $300 to earn the points. I contacted their support immediately once I realized something was wrong, and instead of them taking care of the issue, they just say I'm basically screwed. Not only was I in complete shock to have all my points taken from my account (for no reason) but also, I was NEVER contacted via email or the app that my points were even at risk of expiring. Yet somehow, I get at least 2 marketing emails daily without issues. I would have expected a 30 day notice prior to them being removed from my account, at which point I would have had the opportunity to correct the August purchase issue prior to them taking ALL of my points. I am seeking the points to be added back to my account as they should have never been removed, or a $30 gift card in replacement (value of points). I would also encourage corporate to aid in training their representatives to help customers with a reasonable resolution or provide a better way to submit complaints that require escalated review.
Customer Answer
Date: 12/01/2024
It has been about a month now since I have submitted my complaint against Firehouse Subs, and have still not gotten a response or resolution from the business.
What is the best way to check the status of my claim?
Thank you.
Business Response
Date: 12/02/2024
Hello **********,

I'm sorry to hear about the issues you've experienced with the customer service with your points expiring. Can you please provide proof of purchase form the past 180 days, such as the order from August for the birthday sub, or any Firehouse Subs Transaction with your bank?

I'm happy to provide the points back but we do need proof of purchase from the past few months in order to provide the points back to the account since they were deducted automatically with these system updates.

I look forward to hearing back from you soon!

Thank you,
**** * ******** ***** ********* ****
Customer Answer
Date: 12/02/2024

*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** **************** *********

Complaint: 22558921

I am rejecting this response because:
As communicated, there seems to have been a system issue that resulted in my purchase not reflecting in the rewards account history (even though it was necessary to redeem my birthday sub).
We paid in cash and don't keep receipts for these types of transactions as they are usually necessary. Had I been alerted that my points were going to be removed, I would have been aware of the issue with the August transaction that seems to have caused this entire problem and may have been able to prevent it entirely.
So again, I am asking for my points to be added back to my rewards account, or a gift card sent for the value ($30).

Regards,

********** *****

Business Response
Date: 12/03/2024
Good morning,

Since this is a new feature change with the system, we'll be able to provide these points back which you should see momentarily. It appears 25,977 points were deducted on 10/30/2024 and we've added back 25,980 points this morning.
We do apologize for the confusion but please note the points will expire again in 180 days if another purchase is not made connected to the account. If you don't see transactions in your app's history after they've been made, please reach out to us through the chat bot on Firehousesubs.com, so our team can further assist.

Thank you,
****
Customer Answer
Date: 12/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22558921, and find that this resolution is satisfactory to me.

Regards,

********** *****
Initial Complaint
Date:11/06/2024
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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 had 17,612 points that were taken from me just a few days ago on 10/30. I tried contacting their customer service via email and the level of customer service is horrible. They made me look up receipts which I sent to them. Then they said oh that’s not good enough we need one within 30 days to reinstate your points. So I had to look thru my emails and I sent one from 10/13/24. Then she asked me my email. I told her this was the email I used and they were like oh we still can’t reinstate. I gave them the information they asked for! The customer service is horrible
Business Response
Date: 11/06/2024
Hello Michelle,

I'm sorry to hear the points expired.
I do see the attachments for the orders placed in June and October 2024 were associated to another email/loyalty account outside of the *******************. Since that loyalty account did not have any purchases within the 180 days from April - October this is why the points expired.
That said, I do see the screenshots and you mentioned your other email is *****************, but there does not seem to be a loyalty account with this email address. What is the loyalty email associated with those orders? I'd like to ensure those orders and points were already added to the account with that email properly.

Thank you for the time and I do hope you'll return again soon!
Customer Answer
Date: 11/06/2024
******************* is the email I used. Idk why it did not show. My point’s literally expired last week. I sent the purchase as requested. This is what I am talking about as far as customer service
Business Response
Date: 11/06/2024
Good afternoon,

If you can attach the full email showing the order confirmation email was sent to the ******************* email address I'll be happy to provide the point value back to the account. It seems as though those confirmation emails went to a different email/account which is why we're unable to provide the points at this time.

Please reply with that attachment or multiple screen shots if necessary.

Thank you!
Customer Answer
Date: 11/06/2024
Here is the receipt from my email. Idk what else you need
Customer Answer
Date: 11/14/2024
I have not received an update

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Firehouse Subs Corporate is NOT a BBB Accredited Business.