ComplaintsforFirehouse Subs
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Complaint Details
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Initial Complaint
08/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an online order on July 26 at about 7:30pm. Received confirmation that my order was received and to go to the store I ordered from (in Dover NH) to pick it up. I drove 20min to the Dover store and found that the restaurant was closed. There were no clear hours of operation posted on the door. I contacted Firehouse subs immediately through their site to report the issue and never got a response. Two days later I attempted to contact Firehouse subs through their website again. Again, received no response. I've attempted to contact Firehouse subs 4x now with no response. I sent them a message through social media and they directed me to use the online form I've filled out 4x now without getting a response. It's incredibly dishonest and frankly theft to accept online orders and payment when your restaurant isn't open for business. And then when the customer contacts you for a refund, you ignore them and keep their money!Customer response
08/17/2023
Have you heard from the company? NoAre you satisfied with the company's efforts to resolve this matter? NoIf not, please explain.Comments: I have not heard from the company. _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Your Signature: __________________******* ******____________________ Date ___8/17/23___Business response
08/17/2023
Good afternoon,
We were very sorry to hear of the inconvenience the guest reported. Our Corporate office passed it along to us at the restaurant. We had the incorrect hours posted on line corrected to avoid future issues. We emailed the guest on August 7th apologizing and offering a full refund of the $9.10 order. We do not store credit card info, but we can provide a refund over the phone or in person. That offer will remain open and we look forward to resolving this to the guests satisfaction.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.