Firehouse Subs London Wellington South — Restaurant in Ontario

Wow. Let me start my saying I am blown away by tonight's experience with Firehouse Subs, London, ON. My boyfriend and I went to checkout FHS for our first time at their new London location to see what the hype was all about. I have a license in serving, my own catering company on the weekends, write reviews on food and travel that have been viewed by tens of thousands, he's a chef, and we are both foodies. We enjoy trying out new restaurants/foods as a past time, and this week's list included Chipotle Mexican Grill (2 stars), Nando's Flame Grilled/Peri-Peri Chicken (5 stars), and Firehouse Subs (5 stars). Most importantly, our opinion matters, because we are the customers and consumers, and your opinion matters too. This is why I take the time to write reviews from both our perspectives- positive and negative experiences.

Pros: STAFF: Friendliest attitude. Welcoming. Approachable. Educational. Moment we stepped in, friendly man at the cashier asked us if this was our first time. He enthusiastically introduced the concept, explained the procedures, and all that jazz with ordering and food. He took our order, and asked very detailed questions right down to our preferred veggies, sauce, and cheese, to if we want a pickle on the side. He was also so patient and helpful when we altered our orders a bit. He made it so easy for us. They deliver food to your table with a table number, which is very similar to the new Nando's - it seems to be the new way of food service here in London. At the end, a lady rushed over to us and wouldn't let us clean up/throw away our garbage, it was great service.

Food: Quality. Fresh. Warm. Didn't fall apart. I know these may be just subs, but they are delicious! And 10 steps above fast food joints Subway and etc. Each sandwich comes with a pickle, which is optional and cute. There's more to the menu than sandwiches too, and they are understanding with vegetarians and allergies. At one point my boyfriend asked for no tomato in his sandwich, and the staff asked if this was a preference or allergy. It was a preference, but it was really appreciated, courteous and just smart, and I'm sure others will agree.

Store/Atmosphere: Old fashioned and cute with red seats and that diner look where you can see staff preparing food separated by a counter. Theme is Firefighters hence "firehouse subs". Stereotypical brick wall, firefighter garments, images, red colours... Station full of hot sauce bottles too, makes it fun and adds to variety for your food and the firehouse concept. Modern and convenient additions too that I've noticed: there is an automated heater at the front door that turns on every time the door opens (it's winter), an automated bathroom door, and automated paper towel dispenser. Makes it really hygienic and brilliant compared to other fast food joints or even fancy restaurants. It's so thought out. The place is family friendly, with kids meals on the menu.

There is absolutely no con here. I asked for the #5 option of turkey bacon without the turkey, and the staff asked would I like a BLT (and yes that's what I was aiming for). I would've asked that but it wasn't on the menu nor any writing that suggested/offered "build your own" options. I guess you just ask for it on your own and/or alter your sandwich to your liking!

This restaurant also supports local charities, with options for customers to donate. How could this place get any better?

We will be back and recommending this to everyone. What a pleasant experience. Rock star team of thoughtful staff, quality food, and fun and...

I tried to be reasonable to quietly submit my complaints to "firehouselistens.com", but "listen" they do not. I have not heard anything back from the two rather detailed descriptions I left, and every visit has been the same as the last. If my wife did not have some utterly confusing enjoyment of their food, I'd be happy never to return or recommend it to another person.

The food is overpriced, average, and most importantly, SLOW! The staff are very friendly and usually smiling... Which is one of the only nice things I can say about the place.

After ranting and raving about the place for a week, 2 months ago my wife convinced me to join her for a sandwich. I was surprised that their half-sub, with nothing more, was nearly $13. The taste was supposed to be spectacular so I bit my tongue. It was the only thing I was chewing for the next 25 minutes while we waited at a table; first for her sub with missing ingredients 20 minutes in, then mine 5 minutes later. I few more minor annoyances after that did not improve things, but perhaps it was just an off night and a manager or owner reading my complaint would rectify the situation.

As I mentioned, I've heard nothing back, and worse, it was not a one-off: four subsequent visits over the last 2 months (exclusively for my wife), have been pretty much the same, with each visit taking between 15 and 25 minutes depending on how they prioritize the incoming orders. Delivery orders taking preference over the people standing around waiting. It would only take a few days of a competent supervisor being present in the evenings to correct for this, as I see no less than 5 working each time and never more than one person building sandwiches regardless of how many order have backed up.

For how much my wife seems to enjoy her subs, I really wish there was at least one thing that made this place stand out, one genuinely redeeming quality, because it's not price, quality, speed, or convenience. My order tonight was placed at 6:41 pm... one solitary worker appeared to be responsible for the 10 or so subs that left the pass between the time I stepped up to the counter and when I got the order nearly 15 minutes later. The gentleman mass prepping ingredients beside him couldn't lend a hand? The young woman not stocking, taking orders, prepping, or doing much of anything couldn't help? I just don't understand why consistently takes that long to make a 5-6 ingredient sandwich... except that it's either poorly staffed or the staff...

Called your location at 6:20pm prior to coming in store, all I wanted to know was if you had pickles because I was coming from the Firehouse Subs location on Wonderland Road that did not… and didn’t want to waste my time driving over if there wasn’t. Anyways, I called and immediately was told I was being put on hold… 5 and a half minutes on hold and no one came back to the phone so I hung up and tried calling again, immediately went to a recording. At this point, we were already driving over, but attempt to call back… 6:34pm, call and same thing.. immediately goes to a recording.

As you can see, my order was placed at 6:38pm. 3 workers standing at the front counter… no one else waiting in line and only one gentleman waiting for a delivery order. So, I’m not sure why the workers are not capable of answering the phone and helping with a simple question.

Anyways, placed my order.. asked if I could get extra chopped pickle on the sub and extra pickle spears… I said I’m okay if there’s an extra charge for them! The worker didn’t say anything to me other than confirming they had pickles and the total… extremely unfriendly and unwelcoming environment created.

As you can see by the photos provided I requested extra pickle and the sub had none on it and only a single pickle spear on the side. If you can’t provide extra, that’s fine but at least communicate that to the customer.

This was a total waste of time and money. $19 for what? A soggy mess of a sandwich. An honourable mention… in my last bite of the sub, a strip of bacon to my surprise. Thanks, I don’t...