Firehouse Subs Oakville — Restaurant in Oakville

Placed an online order at 7:08 for a 7:30 pick up. Explain to me why I waited 45 min for my food after I arrived at 7:30? They were busy yes, but I started to notice that the lobby was clearing out and I was still standing there. Went to the counter and the girl told me that she had made my order a while ago and that with a rush like they had someone took it and that they would have to remake it. No apology, no sorry for the inconvenience, no nothing. Then they took forever to remake my order. This isn’t the first time I have come to get an order and they said someone took it. If that’s an ongoing issue, then STOP placing the to go orders on the side of the counter where it’s fair game to anyone. I was totally upset when I left. This is the closet location to my home, but I will not be returning.

Update 6/22. So someone from Firehouse emailed me about this complaint and sure didn’t help the situation. All they literally did was justify and defend the staff as to why I was treated so poorly and then had the nerve to say they hope I enjoyed my 50% off sub. SURE DIDNT. I didn’t even eat it because I was too upset to eat. In light of how their management responded to me I will keep my decision never to return to this location again. No wonder why I received poor service, upper management is poor as well. Way to...

DoorDash menu has special requests turned off. No option to "Build Your Own" sub to get what you want. When you select one of their preconfigured options there's no option to add dressings / additional meats, "extras", etc. So, I decided to call the store after placing my order to make changes. I wanted to add pepperoni and ranch to a sub... easy. Well, there's a charge for pepperoni. There was no way for her to charge me for pepperoni, so she stated it can't be added. She asked the manager and the manager said they wouldn't add it. Listen, if your menu is wrong on DoorDash and you have special requests turned off and there's no ability for me to order what I want... it's not my fault that you have no way to charge me for what I want. Add it to the sub free of charge or fix your system. This isn't my fault. Take care of...

The menu is misleading unless you read the fine print. Meat is optional on a salad that is labeled to have meat. Ya I know who goes there for salad. We had 2 salads and neither were correct. Then when we confronted person who was making the salad they were short with us in their explanation. One lady that was working there did jump in once she saw her co-worker be sort of rude. She helped us out but it still took way longer than it should have to get our food. I love the concept of this organization but I will probably not go back to this...