Firehouse Subs Hespeler Road — Restaurant in Cambridge

On May 18, we ordered Subs from Firehouse through UberEats. We've eaten from this location in the past, and have enjoyed their food. However, this time, when we opened one of the sub boxes, we discovered an obvious large size amount of MOULD on the top of the bun (see photo). I immediately followed up with the store, and spoke with "Kailey" who apologized, and encouraged us to access a refund through UberEats, or stated they could issue an "IOU" for us. I told them I would pursue a refund because the likelihood of eating from them again was slim to none. We then contacted UberEats who denied us a refund the following day, and told us to contact the restaurant directly as it was a food quality issue.

I called the restaurant back the following day and again spoke to the manager, who again apologized and asked us to send photos to the store's email. I emailed the photos on May 19.

On May 20, I missed a phone call around 9pm, from "Sarah" at Firehouse. I called her back about 20 min later, and left her a voicemail. I still hadn't heard back, so I called Sarah again on May 21 and left another voicemail.

On May 22, Sarah emailed me back and stated she would be back in the store on the 23rd and would follow up with UberEats to ensure we received a credit. I responded explaining that UberEats had denied us a credit which is why I was following up with her directly.

I emailed Sarah again on May 25 to follow-up. She responded and ask that I call her at 4pm on May 26. However, I was not able to call her as I was working. I followed up by email on June 1 to ask if there was another time I could call. No response. I emailed again on June 23. Again-no response. I've now sent a 3rd email today and am hoping to hear back, as I've not heard from ANYONE at FireHouse Cambridge-Hespeler, since MAY 25! It's now July 3rd.

I'm thoroughly disappointed in the lack of Customer Service. I was absolutely trying to hold off on posting this review, but a lack of follow-up from the managers/owners has left me feeling discouraged. You cannot serve mouldy bread! And the issue was OBVIOUS!

All I want...

I don't eat these types of meats (went because my husband wanted to try it) so I ordered a vegetarian sandwich with sauteed mushrooms and a ton of other veggies/toppings. I thought it was delicious and much more generous on the veggies/toppings than Subway (who literally put two tomato slices only on a six inch and won't put more). I enjoyed the toasted bread, the fact that the cheese was melty and the hot sauce selection too. Super tasty!

My husband got a hero and thought it was good but not amazing. He felt it didn't live up the hype somewhat and he said while it was a good sandwich it wasn't significantly better than Mr. Sub or Papou's Subs in Hespeler. He said the bread was really squished down and it wasn't as generous on the toppings/veggies as he would have liked. He also said they put alot of mayo and sauce so it was really soggy/runny. He likes mayo but not drowning in it so he said if he did go back he would ask for just a touch of mayo.

Even though I enjoyed it I am not sure if we would go back because my husband wasn't blown away and we went more for him. And as a veggie I would haven't much variety apart from changing the toppings or trying new hot sauce.

I took off a star because the wait was very, very long. I am sure they will get faster as time goes on given that they are a brand new location right now or perhaps they need to hire and train more staff, but for what is basically a sandwich shop/fast food or at least fast casual type place it should be faster. We went at 8 PM on a Saturday night (which we thought would be after any dinner rush) but we waited 25 minutes for our two sandwiches. There was in the range of 8-10 people who appeared to be waiting before we arrived, and then a trickle of a couple other people arriving after us. So it was steady but not like the restaurant was crammed or had a long ongoing line or anything so extremely busy to justify a 25 minute wait for two simple subs after 8 PM. We wondered if they were getting a lot of online orders from Uber Eats or Skip the Dishes or whatever they use that also made the wait...

NO ONE FROM FIREHOUSE SUB HAS COMMENTED ON THIS LAST COMMENT ABOUT SANITATION!! TIME TO REACH OUT TO THE CORPERATE OFFICE TO SEE IF I GET ANY RESPONCE !!!

Troubling situation took place last Friday at this location ! I as well as others witnessed a firehouse sub employee walk from behind the preparation counter outside to a waiting car and grab something and then return inside the store to making subs without changing his gloves!!!! ONLY upon me saying something to the staff that was making subs ! What i had witnessed was action taken! During this pandemic, sanitation should be at the top of every food preparation company priority list!!! I was flabbergasted as well as half a dozen other patrons of what had just transpired! Now I did end up with a upset stomach and a rush to the washroom after consuming there sub But cannot say for certain if this was the cause ! Needless to say It will be awhile to u go back to this location!!!

So I thought I would give this location another chance, started off with the app not working to place an order , been like this for a month! and corporate office couldn't get it sorted out even though I have called and emailed ! The manager at this location hasn't been helpful either !

So I phone ahead for pickup which is fine , get to the store and very busy , I am told that I need to wait in the line that people who walk in to order are standing! That defeats the purpose of pre - ordering in my opinion and then the sub is cold ! So after 10 minutes they open up the other line that is for pre order pickups! The Uber Eats guys don't wait in line!! What a joke! This location has always had issues with this , seem under staffed! Where is the manager for this location ? He should be here to see this shot show that goes on! And also the app prices don't match the prices on the menu board ! Was told that they are working on it! It has been weeks! Not flying to the moon! I am done with this...