Firehouse Subs Wonderland North — Restaurant in Ontario

Normally I wouldn't post a review publicly for an issue as giving the location an opportunity to right the wrong in private is usually more helpful for everyone. Well, I sent my concerns through their corporate site last week and I have not heard a thing back. I had a terrible experience at this location on June 25th. I placed an order online, arrived at the right time, my food was not ready and I actually had to wait 30 minutes for my online order. The store was quite busy and everyone who was there before me got their orders ahead of me, as well as 4 Uber Eats/ Skip the dishes delivery drivers. If you cannot keep up with your instore and online orders (through your own website) you should not be offering your service on a food delivery app. After I paid for my order, I was told to select chips for my combo, there were two kinds available and I asked if there were others to select from and was told "we haven't had time to refill the rack" i then asked if i could switch my combo to a cookie and was told "no, i cant, it will mess up inventory". After waiting 30 minutes over the time my food was supposed to be, i got home to find out the changes i had made to the subs (adding lettuce and no onion) had not been done. So not only can they not follow the time your food is supposed to be ready, they also are too busy to read the order correctly and make the food to order. The first time the service was terrible, I just chalked it up to covid restrictions and being under staffed, that was about 3 months ago, and nothing has changed since then. Your food can be great, but if Customer service is not a priority, then...

Ordered 2 of the same subs through Uber Eats, the first time ordering from Firehouse. Despite the high cost, I wanted to try a new sub joint. They only have one veggie/cheese option, unlike other places that have veggie meatballs, veggie patties, etc.). At the cost of $19.15 each (plus tax, Uber Eats charge, tip etc.), I hoped it would be one hell of a sub. Instead it was almost all lettuce, lacking in toppings (and missing a few), under-dressed and under-seasoned. Completely bland, and they didn't even include the hot sauce packet or side pickle that was requested. The bread being better than Subway or Mr. Sub is the only reason for not giving one star, though it's really more of a 1.5/5. Over $50 for two sub-par sandwiches, crazy.

When I looked at their website just now, wondering what I might be missing about how this joint is in business, I saw that the in-store price for the same sub is $14.15, so it's a mark-up of over 35%, plus the extra tax, expected tip and so on. While Uber Eats does charge businesses for their service, they also drive up and facilitate the volume of sales. With my sciatica and vision issues they would have never had me as an in-store customer, so the fault can't all be lumped on Uber Eats. This high an additional price gouge is ridiculous at a time when consumers are being squeezed and fast-food places are starting to face a backlash (and yes, all the sandwich joints are fast food). I will not be ordering again, shame as I was looking for a good sub chain for the...

Update: It would seem that Firehouse has much better service then I originally commented. I was contacted by the franchise owner who expressed his concern about my less than great experience and has gone above and beyond to let me know that service is definitely one of their top priorities. With that I can happily say it's not just good food at Firehouse but, that they really care about the customer.

The food was really good but the service was lacking. Well eating my sandwich another customer accidentally spilled their drink towards me and and with quick reaction I got out of the way. Only a little of the drink made it to my pants, my sandwich however made it onto the floor. Both of us started to try to clean up the spilled drink will the staff did nothing and looked on didn't offer to replace my sandwich or you can try to clean up the mess until after I left. Long story short only go here if you don't expect...