Firehouse Subs Gaitway — Restaurant in Ocala

Recently moving from Michigan to Florida, we were ecstatic when we found out there was a Firehouse Subs close to my office. I raved to my staff about how amazing the food was, and couldn't wait to share one of our favorite sub places with them!

Sadly, both experiences thus far have been a letdown. Both orders were done through Uber Eats, and both were wrong. So bad, that both were inedible for me.

Our first order was May 1, at 1:35 PM. It was 2 medium Italian subs and a footlong grilled chicken, totaling $39.37. As my receipt clearly indicates, I expressly stated 'no tomatoes', because I am allergic to the seeds in them. But sure enough, every sub had tomatoes on them, so I went without lunch that day.

I didn't bother to complain, because accidents happen. However, we placed our second order today, and it's obvious we got someone else's order -- this time, BOTH subs were inedible. We placed an order on May 8 at 11:34 am, for 2 large grilled chicken subs, no tomato, no deli mustard. What we got was two chicken subs slathered in jalapenos and some kind of weird cajun spice that made the chicken orange. It was unbearable. You couldn't pick out the jalapenos, because they were actually baked into the sub/cheese. (Picture attached). This order was over $42.

This time I actually tried to get Uber Eats to correct the order, but they were no help. I called the store, but they put blame back on Uber Eats. So here I am, over $80, and we haven't had a single edible meal.

I understand that staffing is scarce, and that mistakes happen, but it's for the above reason one of our favorite lunch options has been ruined, and there's no way I'll risk another $40+ to get the wrong meal again.

My credit card ends in xx7824. I'm sure you can confirm the aforementioned, and at the very least use this information for training purposes. But sadly, you've lost what would have been very devout customers, who were anxious to have a...

First time ordering from this location. We have been in the Ocala area about 3 years from Winter Garden (Orlando area) and Utah before that. This was the WORST FHS experience ever!

We did an order through the app due to a T-Mobile BOGO deal. It was confusing even for a computer science guy like me. Also, if using a BOGO they prevent you from all the customizations options if you don't use one. This is a major programming issue. You should have all the options.

The next issue was our daughter arriving to pick the order up. Know that their side hustle is Uber Eats. Upon arriving they told her it would be over 30 minute wait. When they finally paid attention to her they realized it was a 2:30 PM pick up that was just sitting there.

She got it home in the sealed bag and instantly items were missing. If you order the French Dip with Au Jus, you expect Au Jus. Not today not the pickle that was ordered. I would have been fine if they put it in with a cold sandwich.

Brings me to my next issue, who in their right mind combines cold and hot subs in the same bag!?!?! There should have been two bags, even if stapled together or something. Just laziness and unacceptable practices. Clearly the staff doesn't take pride in their work and would serve it up to their loved ones as long as they get their paycheck. Who cares about lettuce wilting and bad flavors because of the mixture.

I would recommend Jersey Mike's (our #1) and Jimmy John's long before coming back to this location. You'll be happier with someone who cares and management that ensures it is done right. This location has neither. Even the FHS website bot/AI only let me select one issue for the Au Jus with a pitiful 200 points. Like I'd come back to this location and use them for anything. Never again. So sad because we...

Went for a quick lunch this week and was one of the worst experiences I've ever had in a "resturaunt." The people working there absolutely did not care about their job and it showed. When we walked in, nobody greeted us and just kept talking amongst themselves. We waited at the register to place and order for at least 5 minutes before one of the girls behind the counter said someone "would be with us soon" Then made us wait another few minutes before the other girl, that was doing nothing but standing and talking, came over to the register to take our order. When she logged onto her terminal she just looked up like she was waiting for out order without acknowledging us or greeting us in any way. It was like we were an inconvenience by just standing there waiting to be served. When she took our orders she was whispering then speaking up in a loud tone when we couldn't hear her. It was very rude and almost condescending the tone she was using with customers. Either way, we finally got our food and it wasn't too bad. My girlfriends sub was fine and my brothers was fine. Mine however was supposed to be a hot sub and it was ice cold in the middle, but still sopping either grease. At that point I decided it wasn't worth a complaint and just tossed out what I didn't eat and left. The only redeeming quality about this location was that it was clean, other than that there is absolutely no reason to eat here. Spend your money elsewhere. I was very disappointed and will absolutely not be going back. I will also not be recommending this place to anyone. Hopefully management smarten up and hires some employees that actually care about their job and their patrons, because if they don't then this place won't be around for...