Boston Pizza — Restaurant in Calgary

We were fairly blown away by the service we received, and NOT in a good way. I wish I could say I was at all exaggerating but I am not. After being ignored by the waitress to order our drinks, we finally ordered two Signature Caesars, which happens to be the only Caesar on the menu, which also clearly states on the menu what's in it (pepperoni, green bean, and celery). It only came with the bean. We asked about the other ingredients and the waitress brought us out the pepperoni and celery. Then, for my pasta, they forgot the chicken. The waitress brought my plate and told me the chicken was coming later. No attempt to explain that they forgot the chicken, which would have been forgivable (I'm not unreasonable, I do understand things happen, tho kind of a weird thing to forget but I digress). She just told me that the chicken was coming soon when I inquired about why there was no chicken with my pasta. Then when I got the chicken breast, it was barely cut up and I had to use a butter knife to cut it up to eat it with my pasta. All fairly forgivable things until I spoke to the manager, who expressed righteousness at the situation and just provided lame excuses. She stated that they don't put the pepperoni and celery in the drink because they have to cut it up beforehand. Umm, alright, well don't offer the drink then maybe? Or, at the very least, tell your patron when they order it? And not act like the fault is mine because I ordered a drink clearly detailed on the permanent menu? And then, bewilderingly, she acted rather indignant about the pasta because, and I quote, 'Yeah, they forgot your chicken, but you still got it'. Acting like 'why was I even questioning it'. I mean, wow. She believed that this is all perfectly fine. Clearly the kitchen seemed to be having a time this evening, however, that's not the customer's fault, and really my meal and/or drinks should have been comped. As any restaurant manager who cared about their customers would do. Instead she offered me a whopping $6 off of a $130 bill - after 18% gratuity added because we were a large group. We weren't loud or obnoxious at all, we were kind to the waitress even though she ignored us for the first 30 mins while we were patiently waiting just to order drinks. And I didn't act demanding when I spoke with the manager. Anyways, suffice to say, we won't return and for obvious reasons I am giving it 1 star. I will also mention that I was slightly sick when I got home after the restaurant. I really don't know if it was from the restaurant, but it is all I had to eat that day other than coffee and a banana, so also hard to say it wasn't. I truly hope they will do better for customers...

Manager could not descalate the situation in a respectful manner it was clear to me the server also didn't want to serve me. We have been going here for 15 years and we were treated like bottom of the barrell customers. After asking for head offices number I was directed to look it up myself to make a complaint. The manager was hesitant to give us their name. Kaitlyn was rude, threatened to call the police and didn't offer any kind of resolution. Just threw us out. I had my identification on me and most resturaunts will accept a photo ID of their customers to increase table sales.

I'm very dissapointed and frustrated twoards this establishment. They have accepted a photo of an ID of my brother in the past many times who is only 1 year younger than I ( I am younger appearing at 30 years old) but today refused to offer such service. One dissatisfied customer won't break a company but if that's how they treat people that are just trying to have a good time then I assure you many people have been turned away in a similar fashion.

Very unprofessional. You've lost a family of customers and at the end of the day we will also tell our contacts not to go here to eat as they don't seem to want to serve people that are appearing like they aren't spending money or of a racial background. Sorry Kaitlyn but please take some hospitality courses on how not to belittle your clients that are trying to come to a resolution.

Edit:

After the response I got from the "Owner" . By no means is my brother under appearing 25 and your response directly means to use your own discretion. If he has a photo of his ID and is not appearing under 25 then there should be no issue. Bottom line the server was looking for an out to serve us and use regulation and policy not to. We would rather go to a less judgmental establishment and we know many because I am...

Poor experience with service and management;

We were there on a Saturday and things were fine up until a few larger groups arrived.

We went without a refill, or a check to see how we were doing for about 20 minutes.

I understand that things can get busy, but it's not really reasonable to go 20 minutes without any sort of service.

We had piles of empty plates on our table that we had moved to the edge of the table in an attempt to get our servers attention.

We attempted to flag our server down multiple times, but she started avoiding eye contact, and would only attend to the larger tables on either side of us.

There were several other staff standing around just chatting with each other. There was another table that approached our server directly because they had not been helped in a long time either.

When we brought it up to the attention of the manager, he was condescending and not apologetic at all. He kept saying "im sorry you feel that way" instead of taking ownership or even assisting his front of house staff when we brought up that we had not had service in 20 minutes.

This was a pretty big failure on the part of management at this location. He was not managing his staff effectively as the servers were running around busy, and he was just standing at the front of the location with a group of other workers and just chatting and ignoring customers. He did not offer to comp us anything for the service we had paid for but did not receive until we asked about it.

We did not tip our server because of the lack of service. As we were leaving, the manager was talking to the server, but it was not a reprimand or training or an offer of assistance, but he was mentioning that he would be putting our $0 tip bill on a training user as to not...