Firehouse Subs Burlington Brant & QEW — Restaurant in Burlington

I have eaten here quite a few times before and had some minor issues but nothing worth writing or complaining about. I’ve noticed recently service and quality have been declining and I had an awful experience this evening.

I ordered my sub (pepperoni meatball) online at 6:50, usually in the 10-15 minute window it takes me to drive there the sub is ready by the time I get there. This evening I was running behind and it took me about 25 minutes to get there, I was surprised to see that the sub still wasn’t ready. I figured they may have just been busy as it was dinner time and there were a few customers also waiting there so I didn’t think much of it.. this should’ve been the first sign something was off.

I told the lady behind the desk I was here for my order and she had it ready within 3-4 minutes, which I appreciated at the time, but in hindsight that should’ve been the second sign something was off as the sub looked like it was slapped together.

Nonetheless, I was hungry so I brought it home and ate it, it tasted a little off but I didn’t think much of it. Meatballs were quite tender, however that is common at all firehouse subs, so I didn’t find it a concern, they looked fully cooked from the one or two I inspected.

About half an hour later my stomach started turning and I started sweating profusely, then nausea and feeling lightheaded… Food poisoning. 6 hours later as I write this review I’m feeling slightly better but still dealing with the effects of it. I have no doubt now the meatballs were in fact undercooked, likely due to the rush. After reading some of the reviews on here it seems undercooked meat is a common trend here. Completely unacceptable for a $21 sub at a higher end sub shop.

I’ve never had this experience at any other Firehouse franchise, and I find service is much better at the other ones I’ve been to. I urge management to better train their staff on cooking procedures… especially when it comes to raw meat. After this experience and seeing the reviews of raw bacon and chicken from this franchise I definitely will not be returning here again, which is a shame as it’s conveniently...

Awful Experience, raw bacon, not returning.

Ordered takeout, drove to pick up my order under my name. Picked up the bag with my name on it, said thank you. Zero acknowledgement of anything unusual or duplicate names. Another person with the same name made a pickup order at the same time. Upon arriving at home my wife receives a phone call from Firehouse saying that I grabbed the wrong order same name. Completely rude and disrespectful to my wife and blames us for having to remake the other guy's order. Upon arrival at the store, no greeting just an awkward look, offers nothing, not even an apology for two exact names on order take outs. Just me losing my time and gas driving back and forth for a disrespectful employee to tell me they lost two subs. So I receive my late order and nothing else. He takes the other "extra" subs in return and just shakes his head as if the ordeal is my fault when the pickup wasn't even acknowledge from the beginning with their knowledge of two simultaneous same name orders.

So I lost my time, my gas, and both my wife and I were disrespected over an honest mistake that shouldn't have happened to begin with. Yea, you lost two subs, Us not returning will lose significantly more than one order.

Edit The food was not even cooked in response. I have literally uncooked strips of bacon on my sub. I call back and the same rude man has the nerve to tell me I am wrong and that they put the bacon through the toaster. So now I have contaminated food and no resolution as I "wait" for a call back. This is a first of any restaurant, ever, and for $40?!? Absolutely...

This is the second time I have ordered from here on Uber eats, I've only ordered them because when I tried firehouse subs years back it was amazing and they have a 2 for 1 deal on Uber. However both times I've ordered there is only an option to "not toast" so you would think leaving it unlocked that you would get it toasted? Nope. Luckily this time I was smart enough to order one of the subs I got meatball so they had to toast it but the other sub (the same one I got the first time this happened) came in toasted again and was soaking wet snd soggy. Not nearly as bad this time as the first, the first time we ordered from this location it was so soggy the bottom bun had to be thrown out because even trying to put it in the oven to toast the bun didn't save it. It literally fell apart like wet tissue. I don't know why your subs get so soggy so quickly but I would suggest unless specifically asked for not toasted you toast your subs for delivery because they literally become inedible after a 10 minute drive from...