Review Insights · App Store
Firehouse Subs
Firehouse Restaurant Group, Inc. · 172,858 ratings · ★ 4.9
4.9
★★★★★
172,858 ratings
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Top complaints - extracted from 23 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"
11 negative reviews mention this · 48% of all complaints
★★★★★ "5 minutes?. Why the hell do I have to wait 5 min to place my order if I update my card. In 5 minutes I’ll be dead from starvation and subway is only 3 minutes away. Stupid app." - Alreadytakenidk
2
"place"
6 negative reviews mention this · 26% of all complaints
★★★★★ "5 minutes?. Why the hell do I have to wait 5 min to place my order if I update my card. In 5 minutes I’ll be dead from starvation and subway is only 3 minutes away. Stupid app." - Alreadytakenidk
3
"store"
6 negative reviews mention this · 26% of all complaints
★★★★★ "Technical issues. I love firehouse subs, however past month I’ve not been able to use the app which includes my rewards balance. They also won’t let you redeem earned points in the store which is crazy to me" - Jen35!
4
"firehouse"
5 negative reviews mention this · 22% of all complaints
★★★★★ "Technical issues. I love firehouse subs, however past month I’ve not been able to use the app which includes my rewards balance. They also won’t let you redeem earned points in the store which is crazy to me" - Jen35!
5
"place order"
4 negative reviews mention this · 17% of all complaints
6
"pick"
4 negative reviews mention this · 17% of all complaints
★★★★★ "The app has problems. I recently made an order through the app, when I opened it back up to see if I was in the time frame to pick up my order, it said there was an error with my payment and asked me if I wanted to retry. I did… it charged me twice. Will only be…" - Gracie_ac
7
"nothing"
4 negative reviews mention this · 17% of all complaints
★★★★★ "Terrible service. These idiots must have had their app designed by morons who were related to cavemen. They’ll charge you, refund you, then lock your account and make it impossible to order. Actual dog water service this company deserves nothing but horrible…" - Poe117
8
"absolutely"
4 negative reviews mention this · 17% of all complaints
★★★★★ "This App Needs Work. It just took me, my mother in law and 3 employees to get this app to work correctly. I know corporate has the money - they need to invest in a more user friendly interface. Shout out to the staff at Firehouse Weatherford for being so patien…" - CrimsonBrae
9
"minutes"
3 negative reviews mention this · 13% of all complaints
★★★★★ "5 minutes?. Why the hell do I have to wait 5 min to place my order if I update my card. In 5 minutes I’ll be dead from starvation and subway is only 3 minutes away. Stupid app." - Alreadytakenidk
10
"card"
3 negative reviews mention this · 13% of all complaints
★★★★★ "5 minutes?. Why the hell do I have to wait 5 min to place my order if I update my card. In 5 minutes I’ll be dead from starvation and subway is only 3 minutes away. Stupid app." - Alreadytakenidk
11
"been"
3 negative reviews mention this · 13% of all complaints
★★★★★ "Technical issues. I love firehouse subs, however past month I’ve not been able to use the app which includes my rewards balance. They also won’t let you redeem earned points in the store which is crazy to me" - Jen35!
12
"sucks"
3 negative reviews mention this · 13% of all complaints
★★★★★ "Sucks. I can’t login. I typed in my number and the screen freezes. I’m just deleting the app." - I hate firehouse subs
📋 All 23 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").
5 minutes?
Why the hell do I have to wait 5 min to place my order if I update my card. In 5 minutes I’ll be dead from starvation and subway is only 3 minutes away. Stupid app.
Not working
The app won’t allow me to log in.
The app has problems
I recently made an order through the app, when I opened it back up to see if I was in the time frame to pick up my order, it said there was an error with my payment and asked me if I wanted to retry. I did… it charged me twice. Will only be going in store from now on because their app is trash. Love firehouse, but their app is a scam
Terrible service
These idiots must have had their app designed by morons who were related to cavemen. They’ll charge you, refund you, then lock your account and make it impossible to order. Actual dog water service this company deserves nothing but horrible karma. They suck
Sucks
I can’t login. I typed in my number and the screen freezes. I’m just deleting the app.
They suck
The one at Tagore place sucks they’re nasty, rude and dirty. I received a response that said they would look into it. We’ll see
This App Needs Work
It just took me, my mother in law and 3 employees to get this app to work correctly. I know corporate has the money - they need to invest in a more user friendly interface. Shout out to the staff at Firehouse Weatherford for being so patient and helpful! They were absolutely wonderful. The app is sadly lacking.
No birthday sub for me!
This app sucks! I tried to use it to get my free birthday sub, but it won’t allow me to enter my birthday. It says that my birthday is 11/30/1900!
Rewards
I tried redeeming my rewards and it would not work and took my reward. I contacted firehouse sub and they would not help me in any way. I would have given them no stars if I could have.
Fix this…
1 star because you should ASK the location before we start our order because if you forget to change it and put in your order and go to change the location it resets your entire order and you have to start over. NO Other apps do this but Firehouse! Stupid! Thumbs down. Also it wouldn’t take my husband’s CC in applepay same card as mine on my phone in my app which worked. Annoying!
Why no 50%???discount
I opened the app, ordered online and did not get the offered discount.!!!!!!
The store people were not aware of this offer.
The store people were not aware of this offer.
This app never works for me
I tried paying with a gift card, Apple Pay and a credit card and it would not work on any of them. I haven’t ordered for so long because the last time I tried to place an order, it didn’t work.
Offers and Deals no longer available on app.
Something has happened to the app where offers and deals never show up. I’ll get an email that I have an offer for 50% off and I click the deal in the email link and brings up the app, only that the app never shows the deals.
Forcing me to make an account, nope!
Any app that forces me to make an account just to place a pick up food order, absolutely not. You don’t force me to make an account when I order at counter! Deleted.
Horrible app
Company hates customers that walk in to their stores. Specials are online only.
Replaces Arby's as worst app
This app officially replaces Arby's as the worst fast food app ever. I tried to order online to save time and it had an issue with the payment. I switched to Apple pay and it won't let me order again. Literally wasted 20 minutes of my time trying to reorder and got nothing accomplished
No cart
There is no cart on my iPad. I can view the menu. I can select items and add them to the cart. I cannot find the cart and checkout. There is no way to place the order. Also, the menu button only works on some pages. The app is great, except for ordering, which is the only thing I want to accomplish.
The App won’t let me place an order
When I check out the app constantly (last 8 months) won’t let me place an order, it says that I’ve already placed one and I have to wait 5 min, but the order is never placed and the store never receives it. And the glitch has been happening for the 8 months. The app is absolutely junk!
Double charges you
It charged me twice for the same order. There’s no way to cancel or get refund through the app. The store can’t cancel or do refunds either. So they basically will just take money from you and there’s nothing you can do about it.
Bad energy
The young lady cleaning the lobby angrily glared at me upon entering, then she starts excessively moving chairs around. After that, I walk up to the pick up rack and she literally is on my heals and then loudly states, “I need to get by you”. Very rude, very bad energy, please do better.
Technical issues
I love firehouse subs, however past month I’ve not been able to use the app which includes my rewards balance. They also won’t let you redeem earned points in the store which is crazy to me
Restaurant Great! App Terrible!
So this app. Something always seems to get lost somewhere along the way. Like when you login, start a group delivery order, it builds your cart, then when you go to check out, it tells you that the store you selected is unavailable and to please choose a different location. Trouble is, you didn’t pick a location because you had already set and used a default location for every order for years. So you go to pick a new location, and it tells you that, if you choose a new location, it will clear your cart. Fine, whatever. So you pick your local location that you always use, put in your order, check out, etc. Then you get a text that your order has been handed over to uber, here’s the link, tap. Then, you see on Uber’s order tracking that your order was not put in at the local location you always use, but at a different location on the other side of the city, and your order will be there in like an hour and half because it has to be driven 45 minutes across town. Instead of driven from 2 miles south of you.
Sometimes, the app may decide that what you ordered was the bread only, with absolutely zero other ingredients. It thinks you wanted to pay $13 for four pieces of toast. So you get four pieces of toast. And nothing else.
I just used the app, it screwed something up as always, and I saw the last time I used it was over a year ago. Now I remember why.
Sometimes, the app may decide that what you ordered was the bread only, with absolutely zero other ingredients. It thinks you wanted to pay $13 for four pieces of toast. So you get four pieces of toast. And nothing else.
I just used the app, it screwed something up as always, and I saw the last time I used it was over a year ago. Now I remember why.
Missing olives
This location never black hole
Sentiment summary
99%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)