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Business Profile

Restaurants

Firehouse Subs Corporate

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

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Firehouse Subs Corporate has 33 locations, listed below.

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 27 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      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.
      My rewards account was suspended. Chat said to call an 888 number.the number hangs up immediately. I cant contact any one at customer service. I need my account reinstated.

      Business Response

      Date: 06/04/2025

      Hello ******,

       

      I do not see any support tickets from this email address you provided but I do see the rewards account still in our system with a point balance. Can you please reach out to us through our chat bot system at ************************************************************ and an agent will be able to assist you in ***** hours? 

       

      Thank you!

      Customer Answer

      Date: 06/04/2025

      [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: 23418120

      I am rejecting this response because :I went to chat and chat said my account is suspended and it ends chat immediately.

      Regards,

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

      Business Response

      Date: 06/05/2025

      Hello,

       

      Please email ************************************* with any images of this error or additional information. We investigated further and do not see any fraud flags or issues with your account, so you should be able to use your points and access the account properly. We will need additional information to best assist you. 

      If you can't email me directly from the email above, please respond to this BBB ticket so I can further assist.

       

      Thank you!

      Customer Answer

      Date: 06/06/2025

      My account is still suspended. I go to chat and it says account is suspended and call ************* and chat ends.I call the phone number and it says market force and hangs up. I cant get in touch anyone. My birthday was 6/2 any I did not get a Borodin.

      Customer Answer

      Date: 06/06/2025

      My account is still suspended. I go to chat and it says account is suspended and call ************* and chat ends.I call the phone number and it says market force and hangs up. I cant get in touch anyone. My birthday was 6/2 any I did not get a Borodin.
    • Initial Complaint

      Date:06/02/2025

      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.
      I have a $23.61 balance on my gift *********** keep telling me it wont process. I have reached out to every electronic ****************** with no good outcome. It was a gift & have no idea where purchased & it was over a year ago

      Customer Answer

      Date: 06/10/2025

      ******* Yenawine 

      Business Response

      Date: 06/10/2025

      Hello,

       

      We are able to assist only if the gift card was purchased from a firehouse subs location. If it was purchased from a third-party retailer you must contact that retailer for assistance. 

       

      Thank you!

    • Initial Complaint

      Date:04/23/2025

      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 April 20th I received an email with the title Happy Early Birthday! Enjoy Our Gift To You! It then included a picture with words that stated I get a medium sub if I purchase something for at least $1.

      The free sub was not in the app.

      Typically they do this only on someone's birthday so I was surprised to receive this email. I contacted them on messenger and they have refused to respond to me. I went through their app to contact them and heard back very quickly and they refuse to honor it saying this is only for the day before, day of or one day after the birthday.

      I understand that however, then I shouldn't be sent an email that was said happy EARLY Birthday. (I'm not screaming I'm trying to emphasize the word early. Then here's a gift for you. That's fake news. They need to honor the deal. Please see the attached email.

      Customer Answer

      Date: 04/23/2025

      This issue has been solved as they decided to give me 12,000 points which is enough for a medium sub!

      Thank you,

      ***** ******* 

    • Initial Complaint

      Date:04/08/2025

      Type:Delivery 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.
      This complaint is in reference to an order placed for delivery at the Firehouse Subs location at *** ******** *** ********** ** ***** on 04/06/2025. The order was placed at 626pm on the date mentioned. At the 45 minute mark, I attempted to contact the delivery driver via text and did not receive a response. 10 minutes later, I attempted to call the delivery driver and still did not receive any response. I then contacted Firehouse via their online support chat which was strictly AI responses. The information given was of no help because all it said was the order was still in route. At the 1 hour mark, the driver finally shows up at my doorstep with my order ( 7:27pm ). The driver proceeded to tell me that he had another delivery that he dropped off prior to mine. Once I got my order inside and unpackaged, I found that the food had gone cold. As these were sub sandwiches, the bread had also become very saturated, spongy, and unable to be held without falling apart. All of the above put the sandwiches in a condition not able to be consumed. I then contacted Firehouse support, again, telling them the condition of the food. They asked me to send a copy of the receipt and a picture. Both were sent to them promptly after digging it out of the trash. Their response was that the food was consumable and refused to issue a refund. I argued that I did not receive the quality product I paid for and expected in a timely manner. They stopped responding to me. All I want is a refund, in full, for the product I purchased; expecting a certain quality and timeliness that I did not receive. My household does not have $40 to just throw away. That is what this entire experience has done....forced me to throw away $40 with nothing to show for it.

      Business Response

      Date: 04/08/2025

      Hello *****,

       

      Thank you for this information. However, the delivery timeframe of the order is standard, and we cannot refund the order since it's within the delivery timeframe for our services. That said, I'll still be sharing this feedback with internal teams to make additional adjustments where needed to process and we appreciate this feedback as we're always improving. 

      I do hope you continue being a loyal Firehouse Subs fan in the future.

       

      Thank you!

      Customer Answer

      Date: 04/09/2025



      [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: ********


      I am rejecting this response because: contrary to their standards, an hour for delivery from a store 5 mins away for sandwiches full of meats and fresh vegetables will ruin the sandwich. Those vegetables and their juices make the bread soggy. Additionally, an hour will not maintain the proper temperature of a sandwich that is classified as "hot sub". Again, the sandwich was overly soggy and very cold. The sogginess was so bad, the bread stuck to the paper. To remove it, you had to dig your fingers under the sandwich, squishing the soggy bottom piece, and tearing it to pieces, all the while the ingredients are falling out. This is NOT ideal for a sandwich. If i wanted a sald with soft croutons, I would have ordered dinner from a place that serves that. An hour is WAY too long to ensure their product is, at minimum, somewhat eatable by the time it arrives.


      Regards,


      ***** ******






      Business Response

      Date: 04/10/2025

      Hello,

       

      I do completely understand the frustration, however, the hour for delivery is within guidelines for UberEats delivery from Firehouse Subs. We are working on improving this, shortening the timeframe, but at this time a refund can only be processed if the order is 2 hours or more late. 

       

      As stated previously, because the delivery is within guidelines presented by the partner, we cannot refund this order at this time but do appreciate this feedback as we work to continuously improve our offerings and service. 

       

      Thank you. 

    • Initial Complaint

      Date:03/19/2025

      Type:Product 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.
      App deal was for 2 for 18 . Charged for both. Just simply wanted a refund but getting the run around. App deal is a scam. I just want my money returned

      Business Response

      Date: 03/21/2025

      Hello,

       

      Please contact the store you ordered from in order to receive a refund as they are the only entity who can assist in refunding an order. 

      Thank you,

    • 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:01/06/2025

      Type:Product 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 received a gift card for $100 for Firehouse Subs in Jan 2023. I was able to use the card at least 1 time successfully before the card stopped working. I worked online with Firehouse Subs customer service, in which it took weeks at a time for them to respond to me. The last contact that I had from their customer service was that they were going to reissue me a new gift card, which was in September. I have not received any payment or compensation from them since that time. When I have reached out, no one has responded back since September. I will attach all the copies of the emails, the numerous different people that I contacted without help, but please note the amout of time it took for Firehouse Subs employee to even respond back to the initial email.

      Business Response

      Date: 01/06/2025

      Hello,

       

      Thank you for reaching out and asking about your gift card. I'm sorry for the delay in response to this request. Our agents received the address to mail the new card to only a few weeks ago on 12/26/2024 in order to provide the gift card team with the proper information, the card should be mailed in a few weeks, so please keep an eye on your mail soon!

       

      Thank you!

      Customer Answer

      Date: 01/12/2025



      [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: ********


      I am rejecting this response because:

      I think that they lack of response has proven that they are not going to continue communication in the future. If I have a limited time to keep this case open, I would like more information on the tracking number or shipping date of the gift card. 


      Regards,


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






      Business Response

      Date: 01/14/2025

      Hello,

       

      At this time the gift card replacement is still with our gift card and accounting team. I do not have a tracking number or ETA on the delivery date since this is now in the hands of the accounting/gift card team who will be mailing the cards when they can!

       

      I do apologize for the inconvenience, but the team should be sending the card once they possibly can.

       

      Thank you!

      Customer Answer

      Date: 01/19/2025



      [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: ********


      I am rejecting this response because:

      I want to keep the case open until I have received a gift card or tracking information since they have failed to communicate for months.


      Regards,


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






      Business Response

      Date: 02/05/2025

      Hello,

       

      We can keep this open until we hear an update from the gift card department! I do know there are a few delays at hand but hope this is resolved soon.

       

      Thank you!

    • 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,



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




       

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