Firehouse Subs review: Service

Subject: Formal Complaint Regarding Poor Service at Firehouse Subs (225 Palm Bay Rd, Melbourne, FL)

Dear Firehouse Subs Management,

I am writing to formally express my dissatisfaction with the service I received on December 9th, 2025, at the Firehouse Subs located at 225 Palm Bay Rd, Melbourne, FL 32909. Unfortunately, the experience fell far short of the level of customer service I have come to expect from your company.

At approximately 4:55 PM, my partner and I entered the establishment and, after waiting in line, placed an order totaling over $32.00. When I attempted to pay with a fifty-dollar bill, the cashier informed me that the restaurant does not accept fifty-dollar bills after 5:00 PM. I showed her that I only had fifty-dollar bills in my wallet and explained that it was only a few minutes after five pm.

Two male employees, one of whom I later learned was the manager, were observing the interaction. We asked the manager if he could accept the fifty-dollar bill as payment for our order, especially given the timing and the total amount. He refused, stating that it was company policy and that we could “go get change and come back.” Several other customers who witnessed the interaction expressed their disbelief and agreed that the policy and the handling of the situation felt unreasonable given the circumstances. Also the manager refused to give me his name or the owner's, and corporate contact information

Not only did this refusal create unnecessary inconvenience, but it also reflected poorly on the customer service standards I associate with Firehouse Subs. A simple accommodation or a more professional approach would have resolved the matter respectfully and efficiently. My partner has worked in fast food and was taught that you only refuse large bills if you knowingly suspect a person wanting change. What kind of business will lose out on a large amount. I respectfully request that you review this location’s policy enforcement and provide clarification on whether this is an official Firehouse Subs policy. I would also appreciate reassurance that customer service concerns such as this will be addressed to prevent similar experiences in the future.

Thank you for your time and attention. I look forward to your response.

Sincerely,
G Wright