Review Insights · Google Play
Firehouse Subs
Firehouse Subs · 58,447 ratings · ★ 4.7
4.7
★★★★★
58,447 ratings
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Top complaints - extracted from 32 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
12 negative reviews mention this · 38% of all complaints
★★★★★ "There are serious issues with the latest version. In shopping cart, pressing minus button on an item increments. If you hit it a few times it increments, then decrements, then eventually with more clicks it removes it. Pay button would not …" - Nancy Williams
2
"points"
5 negative reviews mention this · 16% of all complaints
★★★★★ "your points can expire, no they won't warn you before they do, it doesn't help they devalued points in the past" - Kenneth Gunther
3
"card"
4 negative reviews mention this · 13% of all complaints
★★★★★ "There are serious issues with the latest version. In shopping cart, pressing minus button on an item increments. If you hit it a few times it increments, then decrements, then eventually with more clicks it removes it. Pay button would not …" - Nancy Williams
4
"update"
4 negative reviews mention this · 13% of all complaints
★★★★★ "There are serious issues with the latest version. In shopping cart, pressing minus button on an item increments. If you hit it a few times it increments, then decrements, then eventually with more clicks it removes it. Pay button would not …" - Nancy Williams
5
"customer"
4 negative reviews mention this · 13% of all complaints
★★★★★ "I never had issues using this app in the past. Ever since the overhaul and new UI update, it has just been a buggy mess of a hassle to try and even order on here, I also noticed some items on the menu were missing while trying to order. I g…" - Alfredo Solorzano
6
"something"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Along with everyone else's complaints... since the app overhaul one thing that has stopped me from ordering multiple times is no longer being able to substitute meat/options when building a sub. update *4/17/2026* Now if your payment has an…" - Thomas Greene
📋 All 32 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
it glitches when i try to check out
There are serious issues with the latest version. In shopping cart, pressing minus button on an item increments. If you hit it a few times it increments, then decrements, then eventually with more clicks it removes it. Pay button would not enable after adding valid & complete credit card information & using Google Pay with a valid, stored credit card resulted in an error, even with retries & closing & reopening the app. I had to phone in my order! Aggravating! Test your updates before release!
The store is a piece of shat.We waited 30 minutes for 1 REGULAR fry. Super slow and over priced for the half filled container.
keeps telling me noone delivers but they do
I never had issues using this app in the past. Ever since the overhaul and new UI update, it has just been a buggy mess of a hassle to try and even order on here, I also noticed some items on the menu were missing while trying to order. I get it if the location I am trying to order at is out but can you at least communicate that?? Their customer service is already another thing but just overall a bad experience for me.
GOOGLE PAY DOESN'T WORK! You want screenshots of the error? TO BAD, YOUR APP DOESN'T ALLOW SCREENSHOTS.
your points can expire, no they won't warn you before they do, it doesn't help they devalued points in the past
the app is a joke.
horrible app... it will not allow me to add points for a receipt. Also can't pay with a gift card or even check my balance.
Along with everyone else's complaints... since the app overhaul one thing that has stopped me from ordering multiple times is no longer being able to substitute meat/options when building a sub. update *4/17/2026* Now if your payment has an issue for something as silly as using an old card, it makes you wait 5 minutes before resubmitting, even if you change payment methods
doesnt work. gives an error everytime I order. payment method has been confirmed and works elsewhere. app just doesnt work.
if ur doing an order in a moving car do not use this app. after hitting to pay it locked up and crashed. opened it back up and had to do the oder again. when I got to firehouse I now had 2 orders ready. worst app ever considering I had to pay for both meals when it was due to the app crashing and also not sending me a confirmation. Definitely never coming back as I had an issue before with their app. sucks when u cant trust firemen, lol
this app has a lot of problems when it works, I was ordering and had an old card on file, then when I tried to switch I had to wait 5 minutes to "order again" even though I didn't pay for anything.
If you don't have something don't put it on your app and charge for it.
Made my order twice, charged me twice, I called the store immediately so that they only made one order, I only received one order, store refuses to issue refund, corporate says take it up with the store. I won't ever eat here again...
they won't delete my account
wonderful place to be .
they put onions on everything.
doesn't work
Firehouse is delicious, their app is useless. I order from DoorDash instead because it works better
Uploading points is stupid having to chat ai customer service just to get the points. pointless to have to select particular sandwich for rewards redeemimg. just let me pick the size. annoying that I get locked out because there is an update
I try to redeem offers and they've disappeared completely. Why did I even download this app? I used to be a regular customer without the app but now this has left a bad taste in my mouth. Probably be hitting Jersey Mike's for awhile.
keeps crashing when trying to select something to order
App is trash. Food is great, but app is unusable. Update 3/28/26. Still unable to use rewards through app. Lots of sorrys at store level and corporate but no fixes.
had alot of points and they expired. wont eat here again. I had enough for 2 party platters. if you get me my points back I'll re-download the app and eat there. but until then im boycotting it
cant see or redeem my points
unable to submit order
the app is incompatible with the ordering kiosks; cannot order a combo in the app, only a la cart; combos are " part of the sandwich" so if that's all you order, you cannot use rewards in the restaurant.
Food is okay, but almost a hundred dollars for 3 sandwiches is incredibly greedy. Never again.
Great food but if you accidentally order from a wrong location you can't cancel and change it to the right place.
Only giving it a 2 star (Instead of 1 star) because of welcome deal but still what is originally 24$ (I paid 14$) for 3 4 inch with little to no meat wasnt worthwhile the pictures always make it look good but it ended up being like a lettuce sandwhich. Also I could not find a customer service contact... Its a shame it was a decent sandwhich and would have gotten 4 or 5 stars had they just put some effort
The digital online assistant is pretty bad and if you ask it to do something it can't do (like modify an order) it will direct you to contact the restaurant and then auto "complete" the help ticket. You cannot then open another ticket for the order even if the restaurant cannot edit your order. Thus you are effectively soft locked from making a necessary edit to the order. It's not the end of the world but it's kind of an obnoxious oversight.
Sentiment summary
93%
Positive (4-5★)
1%
Neutral (3★)
5%
Negative (1-2★)