Firehouse Subs review: Food safety issue

Dear Firehouse Subs Customer Service Team,

I am writing to formally report a serious incident that occurred at your Apopka, Florida Apopka Commons location on Veterans Day, November 11, 2025.
I purchased a Hook & Ladder sub from this store and discovered a sharp, jagged piece of hard glass/plastic inside my sandwich. This posed a significant health risk, as I could have been severely injured had I swallowed it.
When I called the store to report the issue, the manager laughed and stated, “We don’t have any glass/plastic in our store.” I informed her that I would bring the foreign object to the store for review. Upon arriving, I spoke with the franchise owner, Kenneth, who responded dismissively, saying, “What do you want me to do about it?” I requested a refund and expressed my concern about the manager’s inappropriate reaction. He then stated that the manager is his wife and denied that she laughed at me.
While I did receive a refund, I am extremely disappointed by the lack of empathy and professionalism shown by both the manager and the owner. This was a serious food safety issue, and the response I received was unacceptable.
I am requesting:
• A formal acknowledgment of this complaint.
• Assurance that this matter will be investigated thoroughly.
• Confirmation of steps being taken to prevent similar incidents in the future.
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I have retained the foreign object and can provide photos if needed. Please let me know how you would like to proceed.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
Ronald Kenny
[protected]

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