Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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

  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 response

  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

  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 response

  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

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  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 response

  11/06/2024

  Here is the receipt from my email. Idk what else you need

  Customer response

  11/14/2024

  I have not received an update 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The firehouse location at 790 Skymarks Drive. Jacksonville, FL sends emails and has posters on their door regarding receiving 50% off orders if the Jacksonville Jaguars kick a 40+ yard field goal. For whatever reason the offer is NEVER in my account like it should be. Today, I tried to place an order unsuccessfully. I went to the store. The manager was very nice, but basically the issue needs to be addressed at the corporate level as the store can't help. I am requesting that someone reach out to me regarding this, and that I receive a REFUND of my points as the offer should have applied. I am attaching my receipt. Also, I had to place the order in store bc on the app (when I used my points) I received a message stating I had to spend $.01 in order to proceed. Can we please fix these issues?

• Initial Complaint

  10/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I live in Jacksonville, FL. The store that I have frequently visited is located at: 790 Skymarks Dr #104, Jacksonville, FL 32218. Issue: Firehouse has run the promotional offer of 50% off a sub when the Jacksonville Jaguars kick a 40+ yard field goal. However, that offer is never in my app. My mother also frequents this location, and she also did not receive the offer. I reached out to your customer support in early October. The responses that I received from them were so ridiculous. I would be embarrassed to call their responses customer service. I was told to try a different store, maybe my store did not participate. I gave them the address. They finally verified it after going back and forth and having to wait anywhere from 24-72 hours for a response. One particularly awful agent named ******* did not know the difference between field goal points and the total score. They proceeded to argue with me that no 40+ field goal had been kicked. Normally, I don't have the time to deal with this nonsense...but I'm making the time because I thought someone should know how terrible your customer service is. The way their last email left it-was that someone would look into it. Well, we are almost to November and no update. The Jaguars kicked another 40+ yard field goal yesterday, but again, there's no 50% off offer. I even asked if they could just provide a promo code. No response. Firehouse did, however, send me an email with the offer. I just don't have the offer on my app or online. Can we finally resolve this. According to social media, this is occurring a lot. Everyone is frustrated because it false advertising.

  Business response

  10/30/2024

  Good morning,

   

  I wasn't finding the option to respond to the guest but please let him know the guest service agent responses will also be addressed internally for improvements. 

   

  Thank you!

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 27, 2024, I placed an order online from Firehouse Subs. When I went to the store to pick up my order, they informed me that they had not received any online orders. I explained that I received a confirmation and that the payment had been processed on my end. They instructed me to submit a claim through the Firehouse Subs app, which I did. I was given ticket number ******** and was told that someone would contact me. After not receiving any follow-up, I reached out multiple times. The last email I received advised me to return to the store and provide them with the ticket number in order to receive a refund. I have been trying to get a refund since 9/27/24, and the issue remains unresolved. Side note: I love the food at Firehouse Subs and just want this to be resolved.

  Business response

  10/21/2024

  Hello *****,

   

  I'm sorry to hear the proper leadership hasn't reached out to you about the issues with your order from 9/27/2024. I've forwarded the concerns and request for contact to the area leadership over this franchise so they can intervene when possible. The store is who will need to provide the compensation/refund. 

   

  Thank you, 

  **** - Analyst, FHS Guest Services, US & C

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approx 1 year ago I ordered a sub offered online. When I got to the store the employee at ********** jax fl ***** (*********) stated they didnt made that sub. The problem was then resolved by the area manager and store manager.Fast forward to yesterday 08/29/2024. I order every single day the same sub. hook and ladder with double meat. This time i ordered 2 of them. When i got the subs the manager agreed 1 piece of ham and 1 piece of turkey is NOT double meat and offered to remake the two subs i ordered. I sat down to wait and ********* can be heard clear across the restaurant in front of a everyone that "she did NOT like me" Not that I care who she likes or dislikes but she makes my food so there is concern. I started video on my cell phone to record her yelling she didnt like me. flipping me the bird, telling me thats 2 problems in a year and then telling me to "sit down BOY" I asked for her name several times and it was refused several times until eventually the manager ************************* provided it. Ive attempted to contact the store owner or area manager through corporate and have yet to receive a call. Looking at the reviews a woman by the name of *********************** had the same issue with the same employee but was called a B**** and it almost escalated into a physical confrontation. My video proves the temper of this employee and lack of couth. I do not feel comfortable in ordering from this location again while she is still there.

  Business response

  09/05/2024

  I'm very sorry to hear about your poor experience at the ********** location a few days ago. I've reached out to the area leadership directly so they can handle this properly and should be reaching out to you directly soon. This is not the heartfelt experience we strive to provide all guests and appreciate you bringing this to our attention. 
  
  Please let me know if you do receive contact so I can follow up with them again if needed or if there is anything else I can assist you with.

  Thank you,

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

  Customer response

  09/09/2024

  [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 ********, and find that this resolution is satisfactory to me.   The employee in question was let go from the company and the company has made amends with me personally.  I appreciate the effort and solution

  Regards,

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

   

*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. ↩