Firehouse Subs Kitchener-Fairway Rd. — Restaurant in Kitchener

I really love Firehouse Subs - best sub place around. So much better than your average fast-food sub restaurant. Pricier, but worth it. However, I was a bit disappointed with my last visit there due to the fact that my bun was quite burnt, which I didn't find out until I got my sub home. I had to pick off all the burnt parts of the bun, because they tasted horrible. I will be back, because I love the meatball sub, but I would hope in the future they would not serve a burnt sub. The sub should have been started over when the employee noticed it had been burnt - that's why they lose a star in my review.

UPDATE April 5, 2019: I was very happy with how my burnt sub situation was handled. I was provided with a free sub and drink at my next visit and it was delicious and perfectly cooked.

However, a new concern arose at a subsequent visit, but not with the food. I was at Firehouse today and witnessed an employee, who seemed to be the manager on duty, raising her voice and reprimanding an employee in front of the whole restaurant. I understand that it can be stressful when an error is made in a busy establishment, but this is not the way to deal with it. I found the way that this manger spoke to her employees to be very unprofessional. Not only do employees not deserve to be spoken to that way, customers do not want to witness this. There is a proper way to provide your employees with feedback, and this was not...

I normally only give 5 star reviews, otherwise I don't give reviews. However, I'm doing this review to let people know that while the food is 5 stars, the service...and more importantly, the walk in service, is 1 or maybe 2 stars at best. It's not that the wait staff isn't polite and doesn't do a good job, it's the wait times for walk in customers. The wait time for the past 4 or 5 times that I've walked in and tried ordering food has been 15 to 30 minutes with most times being above 20 mins. My job only allows a 30 min lunch period and there are other customers that probably have the same. I'm not someone that loads multiple apps just so I can order ahead. I never know exactly if I'm going to be in the area to order from a restaurant because of my job. Long story short, if I can't walk into a restaurant and order good food in a reasonable amount of time, I'm just not going to eat there anymore. If you're a walk in customer....beware...you're a number behind all the call in and online orders and you will wait. My question to firehouse subs is with the price of your subs already being one of the highest priced, can you afford to lose business because you don't staff your restaurant during the busy times to keep the wait times reasonable?! I don't plan to eat there anymore and I really...

With over 1000 reviews and being rated 4.6 stars I had high expectations. Sadly, they were not met. I got the grilled chicken sub so my review is based on that.

The good:

The bread and cheese were decent quality and are better than what you'll get from the big chain sub shops. They do have a vast array of hot sauces to choose from.

The bad:

The vegetables were fresh but nothing exotic. No roasted red peppers and no spinach, and I wasn't given an option to select a different cheese. The chicken itself was low quality; generic restaurant supplier re-heated chicken. My sub was warm but not toasted (like it had been microwaved: there was no "crunch.") As far as I know, they don't have homemade sauce mixes either which is disappointing at this price point.

I paid $15 for a sub I would value at $10 so I will not be back. Perhaps the other offerings on the menu are better, but seeing the low quality of the chicken leads me to believe you get pre-packaged, processed meats and cold cuts.

Overall, disappointed. Mr Sub is much better and more reasonably priced in my opinion. If you're looking for adequately priced deli subs with fresh cold cuts go to New York, cause this just...