Dear Firehouse Subs Corporate Customer Relations,
I am writing to formally report an extremely disappointing and concerning experience at your location at 9525 E Old Spanish Trail, Suite 113, Tucson, Arizona 85748, on August 25, 2026.
Order Details
Order Date: August 25, 2026
Order Time: 9:14 PM MST
Order Method: Online
Order Type: Pick Up
Scheduled Pick-Up Time: 9:25 PM
Location: 9525 E Old Spanish Trail, Suite 113, Tucson, AZ 85748
Order Total: $24.77
Items Ordered:
Medium Spicy Cajun Chicken -- $11.79
White bread
Pickle spear on the side
Medium Smoked Turkey & Provolone -- $10.99
White bread
Pickle spear on the side
No sliced tomatoes
Light sliced onions
Light regular mayonnaise
Light deli mustard
Normal mixed peppers
Normal black olives
Subtotal: $22.78
Tax: $1.99
Total: $24.77
Unfortunately, this was one of the worst experiences I have had at a Firehouse Subs restaurant.
When I entered the restaurant to pick up my online order, I was not greeted or acknowledged. The young man working at the front counter was on his cell phone and appeared to be paying little attention to customers. I stood there waiting until he eventually asked, "Is it pickup or an order?" I explained that I was there to pick up an online order.
He then walked over to the food rack, brought my order to the counter, literally dropped it on the counter, and immediately walked away and returned to using his cell phone. There was no greeting, no "thank you," and no effort to provide even basic customer service.
Unfortunately, the experience became even more concerning once I arrived home. I discovered that several of the condiments and toppings I specifically ordered were missing from my sandwich. Even more troubling, there was a grayish-black substance or "gunk" on the sandwich that did not appear to be a normal food ingredient. This was extremely disturbing and raised serious concerns about the food-preparation and sanitation practices at this location.
I also left the restaurant feeling that I may have been treated differently because of my race. I cannot know the employee's intentions, but the manner in which I was treated made me feel disrespected, unwelcome, and singled out. I believe this concern should be taken seriously and investigated.
I will be returning to the restaurant to speak with a manager in person regarding this incident. I am also specifically asking Corporate to review the security-camera footage from approximately 9:15 PM - 9:45 PM on August 25, 2026. The cameras should provide an objective record of my arrival, how long I was left waiting, the employee's conduct while I was at the counter, and how my order was handled.
I am requesting that Firehouse Subs investigate the following:
- The employee's conduct and lack of basic customer service.
- The apparent use of a cell phone while customers were waiting for assistance.
- The manner in which my order was handled and placed on the counter.
- The missing toppings and condiments from my order.
- The unidentified grayish-black substance found on my sandwich.
- The food-preparation and sanitation practices at this location.
- My concern that I may have been treated differently because of my race.
- The security-camera footage from the time of my visit.
This experience has seriously affected my confidence in this location and in the quality of service I should expect from the Firehouse Subs brand. I expect Corporate to take this complaint seriously, investigate the matter thoroughly, and provide me with a meaningful response regarding what actions will be taken read more