Attention Ilene and Michael Moss. Tonight 5/11/2022 the Riverside Brickyard experience was horrible!! I am a frequent customer of this establishment, and never been so disappointed and disrespected as a customer with the lack of customer service received by the MOD (manager on duty) and the General Manager. I placed an online order through the Firehouse Subs app like always do just before 8:30pm. My order should have been ready at 8:50pm according to the application. When I arrived at the location at 8:45pm to pick up the order, the MOD said there is no order. He kept on saying the same thing and then I told him what do you need to see, the application confirmation or the email confirmation. He said he needs to see a three step verification because people have been coming into the location getting free orders. Now I am being accused of trying to get free food. I showed the MOD my order confirmations and he continues to say he needs to verify. I’m not sure how extend of a verification process that needs to take place. Finally he said he needs to speak with his General Manager. He places a call and walks in the back area. After several minutes he hands me the phone so the General Manager can explain to me about the application glitch, at this point all they had to do is to prepare my order as it shows on the order confirmations. The General Manger was not apologetic about the situation and offered no further assistance. The MOD is not apologetic and offered nothing to accommodate being in the location until after 9:30pm. The MOD did mention that I should have been more understanding and give respect to receive respect. I’m sorry franchisees, that the customer has to apologize for something that is out of their control with an application glitch to make your MOD feel respected. When I got home with my order, it was not as I ordered. I guess I should apologize to the MOD for his challenging moment. Advice to Ilene and Michael Moss owners of this location, re-train your leadership team on customer service and how to de-escalate a customer dissatisfaction encounter, this is not the first dissatisfied encounter. Employees like the General Manger and MOD can hurt your bottom line profitability. The MOD captured all of my information to be contacted.
So, I've NEVER seen my name entered as a random selection for anything. I don't have a popular name. Two friends told me about this restaurant. I thought they were lying. Nope! They told the truth. My name was the lucky pick for Fri May 6th.I went to restaurant & ordered my food. Brandon was so helpful, the whole staff was great. I ordered the veggie sub because I'm vegan. I thoroughly enjoyed it. Much better than subway
Bought a build your own w/ ham beef and turkey. Generous portions of meat bread nice and soft. Just was missing something. Staff was extra friendly
My mother and I came in today for the first time and had a great experience! Nathan is a very knowledgeable person and very helpful as well. Thank you!
I love firehouse subs. If you are looking for a hot sub, their cheesesteak is delicious! My favorite cold sub is the turkey, bacon ranch. So yummy! I always make sure I get two pickles on the side. So good!
First time with my family... Everything they recommend was sooo good... As soon as we walked in we were greeted ... Let them know it was our first time and they gave us the rundown and recommendations... We had no leftovers it was just so good I can't say enough and their chili was delicious... I also appreciate the hospitality, you know they want their costumers satisfied... We will return soon!
Amazing customer service and staff. Great sandwich. Medium is a great amount.
I ordered a sub and went home across the street and went to pick it up but it feel completely apart because it was so soggy. Worst sub I've had in the area
Their subs were awesome! I tried Meatballs sub and Italian sub. Those meats were very fresh and the sauces were delicious. I totally liked the shop!
I loved their Cuban BBQ sandwich so much that I went back for more but the employee said they were out. The sign was still on and I asked if I could go to another location and get it he said they all are out. I went the following week to the Redlands location and they still had it! I was so happy. Just disappointed at the employee not being accurate on his information.