Firehouse Subs Hanley Road — Restaurant in Richmond Heights

I have never been to a firehouse sub before until today. And I hate to say I will never be back. The food was OK although the bread was hard and flavorless. It seemed like a healthier option than Subway which is why i thought i would try it. What really got to me was the person who took my order. He acted put out that I did not know the routine of ordering (because it was my first time being there.) when I went to pay, there were three tip options presented to me. I chose the one in the middle. When he saw which one I chose, he rolled his eyes and immediately got even more of an attitude than before he saw my tip. Even though there were no orders before me, he and the other staff sat around talking and made me wait 15 minutes for my order. The sense of entitlement that this man had when he was not nice or polite or helpful to begin with, and I still left him a decent tip, and then with his behavior because he did not feel I left him enough money... There is no reason why I would ever come back to this store. I realize that it's hard to find decent help nowadays so I'm not blaming the store itself. But when you treat people like dirt for leaving you a decent tip, there's no incentive to leave any tip in the future. But if you go to someplace like Subway at least you can see them make your food and you know that they didn't do anything to it. It's sad that places like this allow their employees to...

I placed an order for delivery for 2 sandwiches with no deli mustard, and I wanted to substitute for honey mustard, but there wasn't an option in the delivery app, so I called them. I asked if they could do me a favor and put honey mustard on my sandwiches instead and they said they would, however as soon as they closed I got a message that my order had been canceled by support. I then called support and asked why my order was canceled an hour after placing it, and they said it was because they were unable to make my sandwiches. That seems to be false because when I called the store, they seemed happy to oblige. This is not the first review. I've had to write a review for canceled orders 30 minutes after I've placed the order. This time, they had a chance to communicate the issue and did not. Communication goes a long way and would've been more understanding if they would have been transparent with me. Also if you don't want to take deliveries past 8 because you close at 9 then you need to update ubereats so it is reflected because when it's not it...

Edit: Looks like management changed some staffing up & the experience was night and day different. They were a little behind schedule but everything came out perfect and they were very communicative throughout the process.

Original post: I cater here for our business fairly frequently and it’s normally always a solid experience. This last go, there was a manager there that rubbed me the wrong way. I see a lot of comments with similar stories about the same person, too. Their website was down, so I called to order 10 sandwiches. She was confrontational and condescending on the phone, dismissive in person, and was openly talking trash about me to her coworker while I was paying the bill. Then she burnt my lunch date’s sandwich and served it to her anyways. Not once did either of us do anything to deserve to be treated in such a way and it was truly...