Firehouse Subs review: Food delivery

To Whom It May Concern,

I am submitting a formal complaint regarding a delivery order I placed through the Firehouse Subs app on December 5, 2025. The experience was unacceptable from start to finish, and I am requesting a full refund for the order and associated delivery charges.

Order Details:
• Order placed: 1:11 PM
• Item ordered: Meatball Sub, chips, and a cookie
• Delivery address: 516 Colonel Glenn Rd. (Porsche dealership)
• Total paid: $27+ (food, delivery fee, extended delivery fee, and tip)
• Delivery completed: 2:30 PM

Shortly after placing the order, I received a notification stating that Uber Eats would be delivering the food. Had I known beforehand that Uber Eats was the delivery provider, I would have placed the order directly through them.

At 1:46 PM, I received a text message stating that the delivery driver had the food “in hand” and was on the way. This is typically a 10-minute drive from the Firehouse Subs Chenal Parkway location to the Porsche store. Instead, the delivery took 47 minutes after that notification.

During this time, I received a call from the Uber Eats driver stating she was lost and didn’t know where she was. I provided the correct information — the same proper address that Firehouse highlighted in the order confirmation — and clarified that this was the Porsche dealership on Colonel Glenn Rd. Despite this, she remained turned around and required another call before eventually finding the location.

When the order finally arrived at 2:30 PM, the sandwich was ice cold and completely squished, to the point that my husband refused to eat it. For a $27 order that included additional charges for “extended delivery distance,” this is completely unacceptable — especially considering I have placed multiple orders to this location before and have never been charged that fee.

Between
• the excessive delay,
• the driver’s inability to navigate,
• the incorrect delivery handling,
• the poor condition of the food upon arrival, and
• the unusually high delivery fees,

this order failed at every level.

I am requesting a full refund for the entire order, including delivery charges and tip, due to the unacceptable service and the inedible condition of the food upon

Additionally, I attempted to call the Chenal Firehouse location more than 20 times with no answer. I placed four to eight consecutive calls in multiple periods, and not a single call was picked up. I then called the Hot Springs Firehouse Subs location, where someone answered immediately. They were not able to assist me since it is a different store, but the fact remains that the Chenal location did not answer despite more than 20 attempts.

I will be expecting to hear back from

Thank you,
Jennifer Morrow
[protected]
Order placed through the Firehouse Subs app, Chenal Parkway location

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