Boston Pizza — Restaurant in Burnaby

I’m a regular customer who comes here to celebrate big occasions with my work family and the service from the waiter/waitress is usually amazing. But yesterday was by far the WORST experience I’ve ever had at a restaurant. I understand that yesterday was a Canucks game day, therefore it’s probably busier than usual. But because I’ve had amazing service before with a party of 20-30people, I know they can do better. Once my fiance and I were seated, the waitress took our order within 15minutes, which is fairly quick. After our order was taken, we asked the waitress to get us drinks menu. We waited 15 minutes, still no drinks menu. I followed up with the same waitress to kindly remind her and also bring over ketchup on the way. She said no problem. Another 15 minutes gone by. I see her chatting with other tables but avoiding eye contact with us. I got fed up waiting nicely, and had to ask the hostess who happened to walk by for the drinks menu and ketchup. She was very kind and gave us the items right away. Throughout our dinner, no one came by to ask how the food was or if we needed anything, which is a common question I receive while dining at restaurants. It was so hard to get a hold of our waitress because she was no where to be found for most of the night. We needed water refill, our cups were obviously empty. No one ever offered to refill our water. We raised our arms to gesture for help, waitresses walked away. I literally had to walk up to two waitresses by their serving corner and ask for a water refill. They asked me where I was sitting, I pointed to my table and walked back. I expected them to follow me and refill my cups but NO! No one came back! I got so frustrated I took my two cups and went back to the service table and refilled my own water. I’ve NEVER had to self serve my own water at any restaurants! Unless it’s a self serve water station…

The only time our server initiated a conversation with us was to get our order and asked at the very end when we finished everything, was if we needed anything else.

It was even hard to wave her down to get the bill. We decided to go up to the front counter and get the bill. We told the hostess who helped us earlier about our experience. She was very apologetic and told our server to the front to get our bill. Our server never apologized to us. She even punched in the wrong order and almost charged us a wrong amount twice! We had to tell her that’s not the total of our food… 🤦🏻‍♀️ The hostess did offer to give us 25% off our NEXT visit within the next 3months…. I’m not sure if I would go back to this location...

UPDATE: the manager contacted me right away after I went to said site mentioned and reported the experience. They are replacing the pasta the next time I go in. Considering I threw out the wings and ate the pasta and they are replacing the pasta it’s fair. I’m very impressed how fast they responded to the issue.

I came in for take out. Took almost 15 minutes for me to get my $54 in change from $100 for my $45 take out. They don’t keep money at the front desk…. Doesn’t make much sense

The wait was about 20 mins. Not terrible as you’re not the only one that needs the chef to cook your meal. So fair enough (walking out customers said their table wait was 45+ for their food so I guess I should be happy mine was ready in half that)

The issue is the food

I ordered carnivore with linguine pasta and wings plain fried

My wings were so overcooked they were dry. Even the meat itself was so cooked it wasn’t even moist. Either this was over fried or double fried. The taste itself was perfect not too salty it was a shame they were so dry.

But all things considered I’m not so upset with the wings as I am with my pasta. Because my pasta had tomato’s and peppers and mushrooms…. CARNIVORE means meat… not vegetables. And certainly not mushrooms 🤨 I hate mushrooms in pastas. I called the store. But the girl insists I got the right pasta. And my pasta was super spicy hot. How is it bolognese pasta spicy hot?? I expect a mild tomato like sauce with plenty of meat options and linguine pasta. And also I asked for baked with cheese. My pasta was piping hot but no cheese when I got home and took off the lid and it wasn’t baked with anything.

I’m so unsatisfied with this take out experience. And she also didn’t even give me a receipt so I don’t know if I was even charged for cheese and never got or what. Overall for $45 of hard earned money for 7 wings that are dry and hard, and pasta that seems to of been made wrong. Boston. You need...

My family and I have been going to this location for about 6 - 7 years now, and the experience has always been good to exceptional ( without problems). I swear this Boston pizza must be under new ownership because this evenings experience was just terrible. It wasn't busy in the restaurant, and it never got busier as the evening progressed. My family and I got seated, 10 min passed and we never got any acknowledgment from any server. After a further 5 min I got up and told the host that we have not yet been acknowledged by a server. Even if the venue is packed you still need to let the customer know that you yourself know that a new customer has been seated, eye contact and a nod would have sufficed. When our server finally appeared she apologized and said that there was a mix up as to what servers had been assigned which tables.. yeah not my problem, and a poor excuse. Any server should have noticed the new customer and acknowledge them, that way at least I know that someone knows I'm there. I should not have had to leave my table at all. Secondly after ordering appys and entrees, our server brought the entrees in a timely manner but not the appys. I informed her that we did not receive our appys yet. She said , "oh you haven't yet?"... as our server she should have known already what was served to us or not. When she got back from investigating she said there was a mix up with our order and it got lost.. our appys arrived about 6min later while eating our entrees. You'd think that after not acknowledging the new table that they would be taking extra care, but the errors and excuses still piled up. Not a good...