"Sometimes, you just happen to visit on an off day. Here's what happens when communication falls apart: I walked up to the register to place my order and noticed a sign listing the sizes of the sandwiches—how long a 'small' and 'large' sub is, etc. But there was a glaring issue: it stated that a "large sub" is six inches long. Six inches for a large? Confused, I asked the young person behind the counter for clarification: “Am I reading this correctly? A large sub is only six inches?” And to my disbelief, they confirmed it.
So, if I wanted a twelve-inch sub, I'd have to buy two 'large' subs? Fine, I don’t visit Firehouse often, so maybe that’s their standard practice. If I intended to order two eight-inch subs and a twelve-inch, I'd now be forced to purchase four 'large' subs and a kids meal. Great.
And then the real fun began.
First, five minutes later, the young worker returned with my receipt and needed clarification. “No, I did NOT order the Hook and Ladder; I ordered the Firehouse Hero.” Oops.
Second, I couldn’t believe it took five minutes when there was only one customer in front of me, with three or four workers behind the counter. How does it still take that long to start my order? In total, it took over fifteen minutes to complete, at least. Again, no line, no other customers, and four workers behind the counter. Even Subway is faster than that.
Third, during my long wait, I discovered the source of my confusion. The actual size chart was nowhere near the register, and I had missed it entirely because it was placed where no one looks. But I'm supposed to trust my server, right? A 'large' is six inches? Sure, I asked, and they answered. What else could I do?
Well, I realized all I really needed was 28 inches of sub plus a kids meal, but due to the mix-up, I was stuck with 48 inches of sub—over a foot and a half of unnecessary food, wasting both my money and resources.
After what felt like an eternity—over fifteen minutes, if not longer—with four kids working on my order, it was finally completed. Unfortunately, it ended up being 20 inches too long. And as a final oversight, they forgot the kids drink that came with the meal.
At this point, I’m just done. I feel more exhausted than angry. I hadn't been to Firehouse in many years, and this experience is certainly going to extend that gap even further. Perhaps the workers were overwhelmed or at the end of their shift—I can sympathize. I remember the name of the person who served me, but there's no point in getting anyone in trouble. This can serve as a learning experience. I've worked in fast food, too, and I understand nobody wants a difficult customer.
In the end, I spent over $20 on food I didn’t need, and now I’m just worn out. From now on, I think I’ll stick to Jimmy John’s."
