Firehouse Subs Richmond Hill Commons — Restaurant in Richmond Hill

I’m currently wheelchair bound so my husband went into the store along with my son to purchase food for us. I asked for the Spicy Chicken Sub with no onions, lettuce, or mustard. Once we made it home, I noticed the sub was loaded with lettuce after I asked that it not be on it. I was willing to just pick the lettuce off and eat it anyway but while I was chewing I noticed there was no spicy/Cajun mayo on it either. At this point I’m like, let me just try to enjoy it with the pickle. The spicy mayo is what makes the sub a spicy chicken sub. To my surprise, neither one of us had a pickle on the side. We had just visited firehouse the day before and it was so good to where I asked if we could eat there again but this time, they failed. I called and asked for a manager in a very polite tone. The lady on the phone said sarcastically,” Oh, she wants a manager.” The manager asked the details of our order and told us to bring it back and she’d remake it. I told her we had finally made it home and coming back out tonight was an inconvenience for us. My husband had just gotten off from work and We don’t live close by. So, she said to bring it in whenever she is there and they’ll remake it. She also made it seem as if the mistake was so minor by saying very flatly ,” So the only thing wrong was there was lettuce and no spicy mayo and no pickles for each sub.” We spent gas and money with them twice in a row and all she would recommend is bringing a bitten off sandwich back so they can remake it. There was no apology or anything. That will be the very last time and dime I...

I walked in and the staff was visibly angry. There were about 4 people up front. 3 ran into the back room and the one who remained failed to acknowledge my family and I for nearly 2 minutes. It was the most awkward experience I've ever had at a restaurant... EVER.

What happened? It was 8:30PM and they close at 9PM.

When the lady finally reluctantly acknowledged us I had already decided we would not be eating there. I simply asked her "it looks like you all are ready to get out of here. Did you pack everything away already?"

She was happy I asked. She said everything was packed up, but that she'd make us subs anyways. I told her that was fine, we'd come back tomorrow (yeah, right). We left.

I worked at a sub shop as a teenager.. And I've worked in customer service in the past. This is not the employees fault. This is most definitely the management / owner's fault. I have no clue how all of these people working there thought it was ok to pack everything away and shut it down 30 minutes before closing. This is fast food. If the business closes at 9, you're not getting out of there til at least 10pm. It takes at least a good hour to pack everything away, clean, take the trash out, etc.

Anyways, I love Firehouse Subs, it's my favorite sub place to go. But... You couldn't pay me to eat at this place. If I could spot all of these problems in under 2 minutes, there's no telling what else is going on in that building, which is kind of scary for a place...

I'm a Richmond hill native, I have supported and loved this location for years. I'm flabbergasted after tonight. I ordered 2 medium subs for a little over 20 dollars. Show up to 4 small boxes instead of 2 mediums. Go to look. Literally 4 pieces approximately 2 inches in length. So roughly 8 inches are supposed to be TWO MEDIUM subs???? They were out of medium bread so had to cut larges down, out of mayo, out of jalapenos, all of which I understand. Although when I show the 2 young men the size of my sandwich cuts. They say that those equal 2 mediums. You would think if you're out of mediums just upgrade the customer to a large instead of royally screwing over your customers. They didn't offer to add a few more thin sliced sandwiches, a refund, nothing just a shoulder shrug. Posting pictures with pack of mcds BBQ for scale, please tell me how 4 slices this size is a. Worth 22 dollars, b. How does this equate to 2 mediums?? It's a shame they didn't even...