I had a terrible experience at the Rocky River location yesterday, which will prevent me from returning.
I placed an order using their app, and when I arrived at the store, the clerk told me that the payment hadn't gone through. When I placed the order, though, I received a response from the app saying that it was paid for. I also received an e-mail indicating I had paid. The clerk was insistent, so I reluctantly paid a second time.
Firehouse sent me a survey asking if I was satisfied, and, for obvious reasons after the terrible customer service and the uncertainty as to whether or not I had paid twice, I let them know that I was not satisfied.
I then received an e-mail from the store's manager informing me that "My crew member did handle this correctly as she has no control over the process."
Look I get that computers don't always work perfectly. However, if a shop's system fails, I expect the store to shoulder the burden of that failure, not the customer.