Firehall Pizza Co. — Restaurant in The Blue Mountains

I went to this restaurant with my family expecting a good experience as I had been here before a couple of years ago and it was alright. Little did I know this restaurant would be the worst experience I have ever had.

I walked in with my family and there were 4 staff members crowded around the hostess stand. Not one staff member acknowledged us (keep in mind there were literally no other customers in line to be seated). We had to announce ourselves in order to be seated. Immediately the service was terrible as the staff was very rude.

We were seated directly into the face of the sun at the smallest table imaginable. There were many other tables available, but we were seated at the worst one possible. Honestly, I didn't want to complain as the server already looked annoyed. The seating was the least of my concern anyways, but it still made the experience less enjoyable and contributed to the uncomfortable atmosphere.

Here is where it all started to go downhill. The server asked us what we wanted to drink and we told her. It was 3 drinks, all the same, and she even repeated the drink order back to us. She comes back with the wrong drinks, and when she came back again (after 15 minutes) we asked her for the correct drinks. She looked annoyed again, but she did correct the drinks. Again, this was not a huge deal, but more things kept going wrong.

We ordered our food and decided to get a salad and a simple pizza. We got the salad first and it was fairly large, but it came with a tablespoon of dressing, so it was very dry. We would have asked for more dressing, but our server disappeared and we never the got the chance to request more dressing before our pizza came out. When the pizza came out there was no room on the table for it, and the server didn't take our dishes away, so we had to move our salad plate to a separate table in order to put the pizza down. We had hope that the pizza would be good as the restaurant is obviously known for their pizza. This deserves a whole separate bullet point.

The pizza was god awful. It only took looking at it to be disappointed. It was very soggy and it looked like the toppings were poured out of a jar on top of the pizza. They were not evenly placed, it was a pile of mess. When we tasted the pizza, we almost went into cardiac arrest. It was saltier than the ocean and it tasted like a wet hotdog. It took taking all of the toppings off (even the cheese), to make it remotely edible. We couldn't even finish one slice and we all felt sick for the rest of the night. We ran out of there as fast as we could. If you want good food and service,...

The food is ok but the service is absolutely horrendous. The worst was the hostess. This place is not actually a fireball is it? I walked in and got yelled at like at a boot camp, not to enter the second door because she can only deal with one party at a time. Why yell? It was not like there was loud music at the entrance and we were at most two feet from her. Just speak to people with respect. I was told it would be a 30 min wait. I said ok and left her my phone number. She said I’d get a text right away, and when the table is ready and would only have 5 min to show up. Again, the tone of voice was not pleasant, and certainly far from having any customer service skills. I left and awaited the texts. Never gotten one text the whole day. Thank goodness I resorted to another restaurant nearby. We came back the next day. Same hostess. Not friendly again. She said ok and wait to be seated. I then took ONE step to the left so my party can spread out a little bit. I was still within the little foyer tha can nearly fit 4 people. I was not even close to the second door. She immediately shouted “Just wait!” to signal me not to go inside. I had no intention of opening that door but got yelled at by this young woman. I am really appalled at this point.

A few moments later the waitress came and took us to our table. She is somewhat more polite than the hostess but I would not say it was genuine nor great service. Food was ok. We shared a pizza and pasta dish. At one point I think he was either the owner or the manager, came over and asked us how everything was. I did not want to go into what had happened at the door so not to ruin my day. He seemed sincere but felt like he was unable to put on a smile and friendly face while doing that. I am not asking for a lot like over the hill service, but this is after all a restaurant and we are their clients right? I am more friendly than any of the staff here. I would not go back to this place. They need to up the game. This is blue mountain, a resort. If they don’t want to work and be nice on the human level then they should...

An absolute nightmare. We went to Firehall on Friday, and it was the worst experience of my life. We were a big group of 21. Ten adults and 11 kids, ranging from 1.5 to 7 years of age. We tried to add our name to the waitlist an hour before knowing that we were a bigger group but we were told to come only 30 minutes before we needed to sit down and eat. We went back and added our name but it took close to an hour and 30 mins to get a table. The kids were starving by then. So we decided to order 2 pizzas from their takeout window for the kids to eat. When the pizzas were ready our table was called so we decided to take the pizza inside and order more pizza for the adults and another round for the kids. We were rudely stopped at the door and they wouldn't let us bring their own takeout pizzas inside. We were told to leave them outside. We tried to talk to the manager, "Tom". But he was so rude and would rather have the toddlers be hungry and upset rather than letting them have a bite of the pizza just to sustain them enough until we ordered more pizza. Told us that their was a policy that u couldn't bring "their" takeout pizza inside. We tried to explain to him that we had waited an extremely long to get a table based on their insistence on coming only 30 minutes before to place our name on the waitlist and that the 2-year-old was not going to understand their policy. Can they not make an exception? It's only two pizzas, and we are about to order ten more and, drinks, etc and will tip nicely. However, he didn't care. I am not sure what he wanted us to do? Leave the toddlers and kids alone outside to eat while the adults ordered and ate inside or throw away the pizza and let the kids starve even more for another 20 to 30 minutes until the new order of pizza would arrive at the table.

We had no choice but to get up and leave after waiting 1 hours and 30 mins

This place is incredibly rude and not child-friendly at all. I would recommend no one goes to this awful restaurant. Worst customer service I have...