Review Insights · Google Play
Firehouse Subs
Firehouse Subs · 60,946 ratings · ★ 4.8
4.8
★★★★★
60,946 ratings
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Top complaints - extracted from 17 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"
10 negative reviews mention this · 59% of all complaints
★★★★★ "I tried to make an order before my local store opened when I went back after it opened the time didn't update. had to redo the order. got to the part where it took my credit card said it was encrypting and stopped. I had to redo the order 3…" - rj rj
2
"store"
3 negative reviews mention this · 18% of all complaints
★★★★★ "I tried to make an order before my local store opened when I went back after it opened the time didn't update. had to redo the order. got to the part where it took my credit card said it was encrypting and stopped. I had to redo the order 3…" - rj rj
3
"didn"
3 negative reviews mention this · 18% of all complaints
★★★★★ "I tried to make an order before my local store opened when I went back after it opened the time didn't update. had to redo the order. got to the part where it took my credit card said it was encrypting and stopped. I had to redo the order 3…" - rj rj
4
"firehouse"
3 negative reviews mention this · 18% of all complaints
★★★★★ "This app completely sucks now. For the past two months whenever I try to order delivery from it the stores around me are listed as pickup only (even though they're delivery stores). It's done this for multiple people using different address…" - Sean S.
5
"reward"
3 negative reviews mention this · 18% of all complaints
★★★★★ "forces you to buy more than one item to use a free sub reward." - Jackson
6
"minutes"
3 negative reviews mention this · 18% of all complaints
★★★★★ "Placed and order. It was processed and the app displayed the order ETA and information. About 10 minutes later the time hadn't changed. About 10 minutes after that I got an email saying the order was cancelled, only I didn't see it because …" - Walter Adams
📋 All 17 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").
I tried to make an order before my local store opened when I went back after it opened the time didn't update. had to redo the order. got to the part where it took my credit card said it was encrypting and stopped. I had to redo the order 3 more times and use someone else's phone.
This app completely sucks now. For the past two months whenever I try to order delivery from it the stores around me are listed as pickup only (even though they're delivery stores). It's done this for multiple people using different addresses as well. I have tried contacting online customer service but just get the runaround. All in all a very poor experience, especially considering how much Firehouse costs.
Sometimes i can use the app to make an order, but most of the time I can't.
forces you to buy more than one item to use a free sub reward.
Placed and order. It was processed and the app displayed the order ETA and information. About 10 minutes later the time hadn't changed. About 10 minutes after that I got an email saying the order was cancelled, only I didn't see it because the app STILL AT THIS VERY MOMENT lists the order in the works. We missed lunch because we didn't realize that it was coming to make some other plan!
app continues to glitch and not allow us to order for pick up. won't let us enter the CVV in the box or says we recently placed an order so wait for 5 minutes. guess we are going to a different sandwich spot now :*(
1st of all. The app signed me out. 2nd of all I had to sign in on the web to check on my order. I didn't know they had a 50% off your 1st order going on. So I missed that. Smh. And 3rd, my order was TWO HOURS late!! I'm never eating here again!!!!!!
I don't know what is wrong with this app. I can never order on it. And if I don't scan the app when I order in store I just miss the points. Again, what is the point of this app and "points " if some of us can't get them.
your points can expire, no they won't warn you before they do, it doesn't help they devalued points in the past edit: they responded, hope to give me a better experience in the future? I don't think there is a future unless you restore my lost points and properly inform me of when they expire, not sneaking them away and laughing that you avoided redeeming rewards from a "valued customer. "
Not a fan. It only allows you to pay via Google pay and it wouldn't allow me to use promo my code, or just kept saying error and the promo was valid.
you would be getting weekly orders from me but the app won't process my order with debit, credit or even Google pay. Be better.
Offered 50% for first time online order (which actually meant only through the app) with 0% chance of redeeming. There are 5 Firehouse subs in my area and all of them do not honor this offer... dont bother with the app, just use the regular online website
can't use the "reorder" function, refuses to process my payment, won't let me copy an address to the store. I don't usually leave reviews, but this app is absolutely pathetic
One of your stores gave me the wrong sub and admitted they knew it and still refused to give me my money back or give me what I ordered. I contacted corporate and they told me nothing they can do about it. Thanks for stealing my money and I will make sure that never happens again.
sign me out for no reason
great app, good food...can be hit or miss on location sometimes... my gripe is that you cannot use a free sub reward and have a balance of $0.00. it forces you to buy a another item to use your rewards. not cool firehouse.
The app at it's most basic functionality is fine. If you want to add a reward or switch locations in the middle of ordering (since it doesn't ask you to confirm location until the end), scrap the whole cart. It took my 10 minutes to figure out how to order with a coupon in the app.
Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)