Firehouse Subs Rainbow Pavilion

This location went downhill over the span of maybe 5 months. It used to be great and the workers were nice and made really great sandwiches, but now everytime I go, there's a different person working there and my order is always wrong in some way.

These are the inaccuracies I have experienced at least once, but most are more than once, at this location: wrong bread, wrong size sandwich (size too small), missing items, completely wrong item, missing ingredients, food made inconsistently, food made really messy. Sometimes I'm charged what I ordered and given the wrong thing and I can fix it, sometimes they input my order wrong so even on my receipt I can't technically prove my order is wrong unless they remember what I ordered, but we hate bringing back food only for it to be thrown out so we just take the wrong orders.

I'm so sad because I have developed an addiction and routine of going here to eat lunch after a lot of physical training across the street, but then my favorite sandwich comes in wrong. I miss the 3 guys that looked like they belonged in a Bill & Ted spin off world from the 90s, they knew how to make a good sandwich. Plus they're idle chat when there were no customers was very funny. Now we just have people that go "can we do that?" When I try to order my food with modifications that were recommended to me buy the past staff. ...like putting cheese into a soup.

Here's a photo of my "soup" I received once that I could hold upside-down without it falling out and I'll let you be the judge of how much they care.

I went to Firehouse @ 12:19p ordered a small Virginia, honey ham sandwich on wheat bread, pepper jack cheese with bacon, to go. When I made it back to my job and open my sandwich, there was no bacon! So I called firehouse sub spoke with Bettie Who took my order and she advised me I would have to speak to her manager. She then put Maria on the phone. She was extremely rude, when I had advised her what the issue at hand was, I would have taken the sandwich back, but I only get a 30 minute lunch break and the time wouldn’t allow me. Maria has the audacity to tell me that She can have the sandwich remade, but I would need to bring the other one back. I let her know that I don’t need anything from them. I just want what I paid for and to credit my debit card for not having The bacon on the sandwich. She tells me I have six days to bring it back to get a refund and or have the sandwich remade. Let her know that when I get off work today, I will not be coming to firehouse sub but maybe sometime next week when I’m working. She was talking over me and not even allowing me to speak. I will never return back to this firehouse sub and give them my money with the rudeness of the manager. This could’ve been so simple To address but she made it complex. Letting me know that she was going to run the cameras to see what firehouse sub teammates put on the sandwich which sounds pretty ridiculous! But I did let her know for a small sandwich that cost almost 9 dollars for sure I want my money back for the bacon. And I don’t need nothing else from fire house. -Natasha

Employees need training.

Ordered on the phone, came in and was told it wasn't ready and they'd let me know when it was ready.

People walked in and ordered for 20 minutes and got their food so I asked what was going on.

"Oh your order was here waiting, no one got it for you?"

Got some nasty hot sandwiches since they were cold as hell by the time I drove home.

I attempted to make an online order for 17 individual sandwiches for my office for the same day. The website would not allow me to place the order. I called two different locations and they both said the website was down. I called this location and they said I could not make the order over the phone since it was more than $50 and that I had to come in to place the order. I drove all the way there to order in person. As the cashier was about to place my order the manager walked in and said I could not order because it was considered “catering” and that they agreed the day before that catering orders need to be placed 24 hours before. The employees and manager then proceeded to argue back and forth whether or not they should take my order since the employee already told me yes. I ended up leaving and getting food elsewhere since my coworkers have been waiting to eat and needed to get back to work on the job site. Embarrassing level of service.

They make excellent sandwiches and salads. I've probably tried all their sandwiches and none have failed to taste great. My favorites are probably Hook and Ladder and their Italian. Double meat salad is great when you want something on the lighter side.

Mistakes made on TWO out of 3 sandwiches. Worst customer service I have ever received. During the day, staff has been unbelievable, but in a GOOD way. The 3 girls I had to deal with today were ALL extremely rude, entitled and offended when their mistakes were pointed out. Then I was told that it had to be me that just begin changing how these sandwiches are ordered after 3-4 YEARS of ordering them the EXACT same way, that it was not possible that she simply misheard me on the phone. If at ANY point, a simple apology was made, I probably would have just dropped it. Now disciplinary measures will be sought out. There is NO way behavior like that should EVER be tolerated. If nothing is done, this will be a direct reflection of how a customer with an issue that is MORE than valid is treated. This is not the light that representatives of value within the Firehouse Subs company should want to shine directly down on them. The only thing that would make my experience there any worse is if nothing is done to the 3 female employees of the Firehouse Subs at Rainbow and Patrick in the southwest area of Las Vegas at 3:45pm on Tuesday, February 28, 2023. It is agreed that "taking the high road", or "turning the other cheek" are both good options, but once in a while, exceptions need to be made in the interest of what is right. A medium on white bread with Turkey, bacon and Swiss with NO toppings, sauces or spices was given to me like this...shriveled up bread and some cold slices of bacon...and NOTHING else...

Alex makes an awesome sub! Loving the Italian. Super fresh and the restaurant is super clean. Thanks guys!

Excellent sub sandwiches. The bread is nice and soft and that makes a difference. Quality meat choices and your order is made fresh. Very clean interior.