Firehouse Subs Customer Service, Orders and Rewards Help

Firehouse Subs customers may need assistance with an incorrect restaurant order, missing food, an online or delivery order, a refund, Firehouse Rewards points, the mobile app, a gift card, catering or a restaurant-service complaint. The best support route depends on where and how the order was placed.

Which Firehouse Subs support route should you use?

Problem	Best first step
Missing, incorrect or poorly prepared restaurant order	Speak with the restaurant manager using the number on the receipt or official restaurant locator.
Firehouse website or app order problem	Contact the restaurant promptly and submit the official support form if the restaurant cannot resolve it.
Third-party delivery order	Check the receipt to determine whether Firehouse Subs or the delivery platform processed the payment.
Missing points, reward or account-access issue	Use the point-claim page or select the Rewards and account category in the Support Center.
Gift-card or catering problem	Use the corresponding section of the official website and retain the purchase confirmation.
Unresolved restaurant complaint	Submit the support form with the restaurant location, order details and requested resolution.

Firehouse Subs local restaurant help

The restaurant that prepared or processed an order should generally be the first point of contact for:

• Missing or incorrect food
• An order prepared differently from the request
• A pickup order that was not ready
• A food-quality or temperature concern
• A duplicate or incorrect restaurant charge
• A promised replacement or restaurant-issued refund
• Employee, manager or cleanliness concerns

Use the official restaurant locator to verify the location’s current telephone number, address and hours. Ask for the manager or general manager when the issue cannot be handled by the employee answering the telephone.

Have the restaurant location, visit date, approximate time, receipt, order number, items ordered, payment method and photographs available. Do not post these records publicly if they expose personal or payment information.

Firehouse Subs refunds and order corrections

Firehouse Subs does not publish one universal refund timetable for every restaurant and ordering method. Many locations are independently operated, and the business that processed the payment may need to authorize the refund.

1. Report the problem to the restaurant as soon as possible.
2. Explain whether you want replacement food, a corrected order, a refund or another reasonable resolution.
3. Ask how an approved refund will be returned and retain written confirmation.
4. If the restaurant cannot resolve the matter, submit the official Firehouse Subs support form.
5. Save the support confirmation and any case or reference number.

A card charge that is still pending may be an authorization rather than a completed duplicate charge. If two charges post, document both transactions and report them with the receipt. Allow the restaurant or support team an opportunity to investigate before pursuing a payment dispute.

Mobile, website and delivery-order problems

The Firehouse Subs Support Center includes assistance for mobile and web orders, including missing items, orders that never arrived, orders sent to the wrong location, duplicate charges, closed restaurants and restaurants that did not receive an order.

For a Firehouse Subs app or website order, provide:

• The account email address without revealing the password
• The restaurant location
• The order number and purchase time
• The amount charged
• A screenshot of the error or order status
• The delivery or pickup method

If the order was placed through DoorDash, Uber Eats, Grubhub or another outside service, inspect the receipt before requesting a refund. The delivery company may control the driver, delivery fee and payment, while the restaurant may control food preparation. Some cases require reports to both businesses.

Firehouse Rewards points and account help

Under the current Firehouse Rewards terms, eligible members earn 100 points per $1 spent after discounts and before applicable taxes and fees on their first three eligible transactions per day.

• An eligible transaction must total at least $0.50 after discounts and before taxes and fees.
• Members must order while signed in or identify the Rewards account during an in-restaurant transaction.
• Third-party delivery-aggregator and catering orders do not earn standard Rewards points.
• Points can take as long as 48 hours to appear.
• A missing in-restaurant purchase can generally be submitted with a valid receipt within seven days.
• Only one receipt per day is eligible for a missing-points claim.
• Points generally expire 180 days after the member’s last eligible transaction.

The current birthday offer is generally a free medium sub with a $1 minimum purchase, available the day before, the day of and the day after the birthday recorded on an eligible account. Account history and advance-purchase requirements may apply, so check the offer displayed in the account and the current terms before visiting.

Use the official missing-points page when a qualifying in-store purchase was not credited. Retain the original receipt until the points appear.

Firehouse Subs gift-card help

The official Firehouse Subs gift-card page provides purchasing and balance options. For an activation, balance or redemption problem, retain:

• The purchase or activation receipt
• The date and place of purchase
• The card’s current displayed balance
• The failed transaction details
• Only the last few card digits when discussing the matter publicly

Firehouse Subs catering help

Participating restaurants offer catering, but menu availability, minimum purchases, lead times, delivery options and cancellation rules can vary. Use the official catering page and confirm the restaurant responsible for preparing the order.

For a large or time-sensitive order, verify the pickup or delivery time, fees, gratuity, order-change deadline, cancellation policy and allergy requests before submitting payment. Keep the confirmation email and contact the preparing restaurant immediately if the order is delayed or incomplete.

Current Rewards terms exclude catering orders from standard point earning.

Nutrition, ingredients and allergy questions

Firehouse Subs provides current menu data through its official nutrition page. Ingredients, recipes, suppliers and restaurant procedures can change, so consult the current information each time it is needed.

How to escalate a Firehouse Subs complaint

1. Start with the manager of the restaurant involved.
2. State what happened and the specific resolution requested.
3. Retain the receipt, photographs, order record and names or descriptions relevant to the incident.
4. Submit the official support form if the restaurant does not resolve the matter.
5. Include the exact restaurant address and ordering method.
6. Ask for a case number and retain copies of all responses.
7. If necessary, request review by the franchise owner, area representative or appropriate corporate support team.

For a serious food-safety or sanitation concern, preserve the receipt, packaging and photographs. Immediate health hazards may also be reported to the appropriate local health department.

Is Firehouse Subs franchised?

Most Firehouse Subs restaurants operate under a franchise business model. Local franchise owners and managers commonly handle staffing, food preparation, order accuracy, restaurant cleanliness, replacements and locally issued refunds. This is why the restaurant location must be included in a corporate support request.

Firehouse Subs was founded in Jacksonville, Florida, in 1994 by former firefighter brothers Chris and Robin Sorensen. The brand is now part of Restaurant Brands International, which also owns Burger King, Popeyes and Tim Hortons. Additional brand history is available on the official Firehouse Subs story page.

Corporate address and headquarters information is available on the Firehouse Subs Corporate Office Headquarters page. A corporate switchboard should not be confused with the official guest-support system and may not be able to issue a restaurant refund.

Firehouse Subs customer-service FAQs

Does Firehouse Subs have a national customer-service phone number?

Firehouse Subs does not prominently publish a separate national guest-support telephone number on its current support site. Customers are directed to the online Support Center, while restaurant-order concerns normally begin with the location involved.

Who handles a missing or incorrect order?

Contact the restaurant that prepared the order. If it cannot resolve the problem, submit the official support form with the restaurant location, order number and requested resolution.

How long can Firehouse Rewards points take to appear?

Current program terms allow as long as 48 hours. A qualifying missing in-store purchase generally must be submitted with a valid receipt within seven days.

Do delivery and catering orders earn Rewards points?

Eligible delivery orders placed while signed into Firehouse Subs may qualify, but orders placed through third-party aggregators and Firehouse Subs catering orders are excluded under the current standard program terms.

Who issues a third-party delivery refund?

It depends on which business processed the payment and caused the problem. Review the receipt and report delivery-platform issues to that service. Food-preparation problems should also be reported to the restaurant.

Firehouse Subs reviews and complaints

Customer reviews can help identify patterns involving order accuracy, refunds, restaurant cleanliness, employee interactions, app problems and support follow-up. When leaving a review, include the restaurant city and state, approximate visit date, ordering method, problem, requested resolution and whether the company responded.

Do not include a complete order number, account email, telephone number, home address, payment-card information, gift-card number or employee personal information. Reviews posted here are public and are not sent directly to Firehouse Subs.

Related customer-service guides

• Subway customer service
• Jersey Mike’s customer service
• Popeyes customer service
• Tim Hortons customer service

CustomerServiceNumbers.com is an independent consumer-information website and is not affiliated with Firehouse Subs or Restaurant Brands International. Support methods, program terms, restaurant participation and policies can change. Verify important information through the official Firehouse Subs website before submitting personal information or making a purchase.