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Business Profile

Sandwiches

Firehouse Subs Thunder Bay

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sandwiches.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:24/02/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I don't normally post like this however, February 23, 2025 my uncle passed away from a long fight with cancer. I was staying with my aunt to console her during these times. I placed an order via **** **** to Firehouse subs. I was a little frantic and distracted when placing order, and realized I forgot to change the address. I noticed right after I submitted order. And went to change address fast to my aunts, but an alert popped up saying the address was 'too far' and unable to fulfill order. Which i was then forced to cancel. I called the same location I placed the order with, and called in my exact same order. With my exact same name as **** would say, and went and picked up my order. And paid AGAIN. I ASSUMED MY **** WOULD NOT CHARGE ME FOR THIS CANCELLATION BUT THEY HAVE. I have now paid, $** for 2 sandwiches. I went to complain with **** i was told I had to go to firehouse to deal with the problem so I did. I called first thing in morning to see if manager would be in to discuss this with. They advised manager would be in at 11am. I arrived at 1230pm asking for said manager,manager was not in???? I had to take my case up with a worker? *** ****** ***** *******. I explained my problem. He refused to help. Said I had to go through ****. But **** telling me firehouse? Who gives me my money back???? I'm now out $** for a service I did not recieve. Also asked for owner info. Was no provided. Please if anyone has any ideas for me to get my money back any help would be appreciated,thanks!

    Business Response

    Date: 21/03/2025

    Hello, 

    The customer had placed an order through 3rd party which is **** ****. And she cancelled the order. Because she cancelled the order and placed the order through **** she has to go through **** ****. We had mentioned this to her. Cause we do not get money from the 3rd party instantly neither we were given that amount because the order was cancelled. 
    In this case we have nothing to do with the 3rd party. 
    kindly request the guest to talk to **** **** for the refund.

    Customer Answer

    Date: 21/03/2025


    Complaint: ********

    I am rejecting this response because: they could have helped me rectify the problem. Why couldn't they call **** to help me? **** told me no refund. Restaurant says no refund. Who takes accountability then??? When both parties are telling me it's not their fault? Why won't anyone help me?!

    Sincerely,

    ******** *****

    Business Response

    Date: 24/03/2025

    Hello, 

     

    It is not in our hand but we would like to offer the guest $** from our side for the inconvenience that occurred. One thing i would like to know if the transaction was approved by **** because the screenshot that was given by the guest shows pending transaction.

Firehouse Subs Thunder Bay is NOT a BBB Accredited Business.

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