Firehouse Subs The Boardwalk — Restaurant in Kitchener

Super disappointing. Me and a friend went here on our way home. It was around 8:50 and we placed an online order while on our way to the store to make it a little easier for them to close (they close at 9). We thought this would be no big deal and when I completed and paid for the order it said to be picked up at 11:10 the next day. It gave me no warning that that would happen. We then tried to call the store. No answer. My friend tried to call and accidentally called the wrong store. That was our mistake but they were so kind as to offer to make the subs for us that night. When we walked into the boardwalk store (the one we didn’t call) it was 8:57 and they refused to serve us because they were closing in three minutes. I work in the food industry myself. We close at 10:30 and if someone comes in at 10:29.. u better bet I’d be serving them. We drove to the store that we called and picked up our subs. They didn’t ask us to pay or anything. The next day I called the boardwalk store to get a refund for my subs because I didn’t receive them from that store and take my money to the correct location that actually provided me with the subs. When I called they said my card wasn’t charged so not to worry about it. I was about to go to the Weber Street store (where we received the subs) and we looked on the online banking and it said the $26 dollars had been charged to my card. I called back and they said as long as I was only charged once not to worry about it and it will end up where it needs to be. 1. Why would they tell me I wasn’t charged when i actually was, it’s not that hard to tell the truth. 2. How can I trust that the money will actually end up where it needs and...

It was my first time trying Firehouse Subs and I ordered a Build Your Own Sub as it was the only one that came with Chicken. I double checked with the server at the cashier to see if they could substitute chicken in any other Sub however he suggested that only the BYO has that option, which is fine but he looked absolutely lost on what they had on the menu.

I ordered the BYO Sub and I was only asked if I wanted to pickle spear on the side. The server didn't ask about any complimentary or additional toppings that I'd like on the sub. It was my first time so I wasn't sure if I needed to specify the toppings myself or they'd ask me. I couldn't see what the topping options were either. Turns out, my sub was being prepared without asking what I wanted on it, I finally saw a little turntable board which showed topping options however I could'nt get the servers attention in time.

My Sub was ready and the server kept it on the counter and left without calling my attention or anything. I was the only one in the restaurant so figured it'd be mine. The staff here seemed pretty un-welcoming and low on enthusiasm.

Taste-wise, Sub was alright, it did seem that I ordered a box of lettuce with the Sub as a topping on it. Would've preferred if I could have gotten some of my preferred toppings in the...

Placed an online order for pickup. Picked up the 2 sandwiches and drove home. Noticed one of the sandwiches was burnt. It was close to closing time of the restaurant (around 9pm) so decided to go back the next day instead. Brought the sandwich back the next day and asked for a replacement. Spoke to the manager who was extremely rude, dismissive and unapologetic. She kept saying there was nothing they could do, I should have came back the previous day. That was the store policy. At one point her response was: 'How do I know that you bought this at this location?' I told her the receipt is right there on the bag. At that point, I knew she had no intention of trying to fix the issue.

I said it should never been given to me in the first place in that condition and it is not my responsibility to know their store policies. The onus is on the restaurant to make up for their mistake. There was no apology, no acknowledgment that there was anything wrong, nothing.

A simple apology or acknowledgement of the issue would have sufficed but instead she tried to blame it on the customer for not returning the same day.

Will not be returning.

Update: sent Phil an email (as requested) and haven't received a reply in 2 weeks.

This is a poor way to treat...