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 is a refund!