Firehouse Subs Kanata Hazeldean — Restaurant in Ottawa

My partner ordered two subs, her vegetarian sub, with no onion, as she hates onions. She was explicit, no caramelised onion, no fresh onion.

She drove all the way home with our subs, only to find out her sub had onions. So, I drive all the way back there with her sandwich and ask them to replace it, as any business would. I asked if they could replace mine, because it was going to be soggy by the time I got home. They said if I brought my sandwich they would have replaced it. Okay, that's fair, but I'm not about to drive all the way back home, back to Firehouse, and then back home again for a sandwich.

I think a good business would go the extra mile, but whatever, I get it. So I ask about a free brownie for the trouble, a very reasonable request, then she gets snarky and says, abrasively, "we're giving you a free sandwich." No, you're not. You're replacing the one that we just paid for and ordered, that you screwed up, which is why I'm driving around instead of enjoying a fresh Firehouse sub.

I love Firehouse subs. I go to the one on Greenbank all the time. I will not go back to this location. Every other spot I go to, the people are pleasant and a good representation of the banner, not here though.

Add - they didn't get the 5-star for food that most Firehouse subs deserve because, by the time I are mine, it was soggy, of course.

Thanks for going the extra mile Hazeldean location. You really knocked it out...

First time experience. Wasn't very busy but sandwhiches took 15 minutes to make. Not sure if that's standard. Order was $40 for one fountain drink, one large sub and one medium sub (which is the size of a hotdog bun that is used for sausages). The sandwhiches were very underwhelming. If you have ever had warmed up deli meat (subs, Arbys) that's what they do here. But our sandwhiches were so humid they were wet and if we didn't eat them fairly quickly surely would have dampened the bread. Fountain drink machine had some interesting options. Place looked clean and a decent atmosphere. The table we waited at for our food (take out) hand crumbs all over it. When we paid the cashier mumbled something I couldn't hear so I asked her to repeat again and she asked if I "want to round up for the community" lol. I'm not sure if that's paraphrasing (I hope so) but that question is complete nonsense to someone who hasn't been there before. For this place to be rated on Google as $10-20 per person is kind of undercutting the price as the smallest sandwhich (my hotdog bun sub, also the cheapest option) was $13.56 and the drink was over $4... so a combo would...

My visit to Firehouse Subs was extremely disappointing. Despite arriving during the advertised half-off offer after 7 PM, I encountered multiple issues with their app and the manager's unwillingness to help.

I arrived at 8:20 PM and tried to place my order via the app at 8:33 PM, well before the 9 PM closing time. However, the app wouldn't allow me to proceed. My friend managed to place an order using the same app, but despite the payment being deducted from their account, it didn't register in Firehouse Subs' system.

When I approached the manager for assistance, I was met with complete unhelpfulness. Despite showing both my friend's receipt and bank account transaction as proof of payment, the manager refused to take any action, stating that she couldn't help unless it appeared in their system.

This level of customer service is unacceptable. It's disappointing to be turned away without any effort to resolve the issue or accommodate a customer who clearly intended to take advantage of their advertised promotion.

Overall, I'm deeply dissatisfied with this experience and would caution others considering visiting Firehouse Subs during...