Firehouse Subs Highbury — Restaurant in Ontario

Updating Phil was very apologetic for our experience and gave us two free large combos. We returned to order and give firehouse another chance and the food was perfect and the service was what we always experienced ….wonderful. Thank you Phil for the great costumer service!!!

Original review: We have always loved this firehouse never had a problem ever. Until Today when the staff working told my husband that they couldn’t do the roast beef, turkey provolone sandwich …that is on your website to order online? And that he had to charge him an extra three dollars for the roast beef. So my husband does it brings it home because he knows that I have limited things that I can eat due to allergies. Well the guy put ham on it. Not roast beef… I cannot eat ham due to inflammation. Not to mention, they did not put the provolone cheese on it . So my husband had to drive back to get him to fix it.. And he was charged the extra money, but not given the roast beef. If you don’t offer something, take it off your website. Your subs are already expensive enough. You don’t need to charge extra For something that was already supposed to be on the sub. Not to mention it’s false advertising …so why are you charging me for your mistake? So my husband had to waste his time and gas to go back because I literally cannot eat ham. Update: My husband returned to tell me the staff who made my sandwich apologized but the other two at the cash one who took the order and charged him extra did not and the other staff defended him. My husband showed them the website to prove the sub we ordered was there and there was nothing about an extra $3 for the roast beef to be added. This is false advertising and he should have at least apologized and given the $3 back. Give the kid behind the counter who took ownership for putting the wrong meat and apologized credit. He has excellent customer service. The 2 star rating is because he at least fixed the issue...

It is a good example that a restaurant should Always be good at customer service no matter how their food is... Today, I ordered a vegetarian sub with no sauce or spread containing eggs. While placing the order I made it clear that I dont eat egg but dairy is fine for me, she was doubtful if any spread contained eggs and removed it from the order (at least that what she said) But still, they added mayonnaise to my sub. When I asked about the content of the 12-inch sub that I ordered, the girl at the counter said that she thinks she has added mayonnaise. And then I asked if their mayonnaise contains eggs, to which she said PROBABLY YES. The person who took my order was there, and so was the one who prepared it. None of them had the courtesy to apologize for their mistake. In response, she rather said, " I removed it during the order." (IN A WAY THAT SHE WAS DOING A FAVOR TO ME TO TELL THAT) But then how was it in my Sub?...... Such mistakes could be accepted a sit could happen during rush hours (which was not at that time), but if you can't even fulfill the most basic manners of serving food, then one should rather not either work or start in a service business. I am very disappointed and I would NOT recommend IT if you are vegetarian, vegan, or someone with egg allergy (at least), DON'T GO THERE......

Also, this is for the restaurant owner" how would you show that your place is hygienic if a customer can see a garbage on the kitchen floor right from the billing counter"

I had to order as I was hungry, and already hopped few restaurants before entering Firehouse. Suggestion- " work on your staff and basic communication required in food...

My experience at the Firehouse Subs left much to be desired, primarily due to hygiene concerns and a lack of transparency in the preparation process. A critical aspect for any restaurant is cleanliness, and unfortunately, this particular branch fell short. From the unsightly conditions of the slicer to the visibly neglected floors, it was evident that sanitation was not a priority.

Unlike other sub or sandwich shops where the ingredients are on display, allowing customers to witness the preparation, this shop lacked transparency. The inability to observe the process behind the counter raised concerns about what exactly was going into my sandwich. This, coupled with the unsettling image from the management office, further heightened my apprehensions.

A noteworthy observation was a staff member with a questionable apron, indicating poor attention to personal hygiene. While I understand the inevitability of getting dirty during cleaning activities, it is unacceptable to present oneself in such a state, especially during the busiest hours, lunch time.

Despite my critique of the shop's cleanliness and some staff practices, the sandwich itself lived up to expectations regarding portion size. However, the consistent downside is the bread, which tends to be on the soggy side.

While I have visited other branches of Firehouse Subs without issue, this specific location failed to meet the cleanliness standards and overall experience I associate with the brand. I hope this feedback contributes to improvements in maintaining a more hygienic and transparent environment...