Boston Pizza — Restaurant in District Municipality of Muskoka

UPDATE: The spaghetti with the orange sauce and two meatballs is in the SUMMER MENU which we didn't look at. We ordered from the main menu as we always do. So this was our fault. Question: Why didn't he ever say, "There's a 2 meatball spaghetti dish on the Summer Menu. That's what I thought you were ordering." We would have left a tip for sure then. Ah life in the fast lane.

First of all our food was terrific. We often go to Boston Pizza in Bracebridge, ON because of the food. Yesterday though was a surprise. Let me know what you think.

My husband ordered a dish he really enjoyed last time - spaghetti and meatballs. There is only ONE named dish on the menu of spaghetti and meatballs and that is Smoky Mountain Spaghetti & Meatballs - bolognese (meat) sauce, cheddar and parmesan and 3 meatballs. Except for creating your own pasta dish, which can be a spaghetti dish if you like and it comes with, you got it, 3 meatballs.

So, my husband's spaghetti arrives. No bolognese sauce, some orange something skimmed the noodles, no cheddar or parmesan could we detect. Unless hiding in the orange topping. And no 3 meatballs, only 2. My husband pointed this out to the young man who was our server. He was very adamant that what he brought was what my husband had ordered. We kept repeating there is only one spaghetti dish on the menu and described its ingredients. He said you only ordered spaghetti and meatballs and I brought you that dish. But there is only one dish with meatballs on BP's menu and that is 3 meatballs, bolognese sauce, cheddar and parmesan cheese. Somewhere between that order, you opted for something that's not on the menu? Why? In your head, you chose to create an item not on the menu, that no one knows about, and bring that. It appears you were unclear that the 3 meatball dish is BP's only spaghetti dish, so instead of clarifying that my husband wanted the dish on the menu, you got something you wanted him to have. Server guy was annoyed at this point. Left and came back with a meatball on a plate. "You won't be charged for the extra meatball." he said, as he handed my husband the small plate. Good grief kiddo. This is service at his finest. Did we take it too far. We were simply amazed that he didn't bring what is on their menu and brought his own verson! We dug in then and, at least, his behaviour was fodder for conversation. Haha .... And also resulted in no tip. Not rewarding wrong food and...

I have been to several Boston Pizza restaurants and have never had a negative experience like I had at the Boston Pizza in Bracebridge. Carsen (the owner) had the opportunity to rectify our experience however he pugnaciously refused by sarcastically stating we won't be receiving a refund or a credit towards our next visit. I don't know where Carsen learned how to run a business, but he certainly lacks skill in managing customers concerns and feedback by becoming efficasiously defensive and unapologetic for his staff and cooks errors.

Coming from a family that owns several businesses and have been successfully running them for over 30 years, this is no way to treat customers and it is certainly not a way to receive repeat or future customers. I would not recommend eating at this Boston Pizza. Here are a few reasons why:

-Owner lacks customer service skills -Owner will not make it right if there is a problem with your order or food -The food is undercooked and soggy -Charged for food that wasn't ordered -Staff is unorganized & forgot to place our order with the kitchen staff -We had to wait for the staff to place the order again. -Our young children didn't get to eat until 9:30 due to the staffs mistake -Order was incorrect -Customer pays for staffs mistakes -Owner refused to apologize -Owner outright refused to offer any compensation -Owner was extremely sarcastic and belligerent

Management and owners can make a world of a difference and receive repeat customers when an unsatisfactory experience occurs, however if the owner (Carsen) is unwilling to apologize and outright refuse to do anything for the customer they will unfortunately receive a decline in the amount of customers in the future. Carsen also sarcastically encouraged me to...

Wish I could give less stars. Loyal local customer to this establishment. Ordered some takeaway it last night for my wife and I. Tiny portions, fries and onion rings were incredibly under cooked and soggy. Chicken fingers, undercooked and cold (we live 10 minutes away) pizza was also undercooked with unmelted cheese and bacon that looked raw.

Called the store and asked for a refund as we were incredibly disgusted. They said they could remake it and bring it to us which under most circumstances would be fine, but we were very turned off and had tossed all food in the trash. They also gave us a the option of $25 credit which is was an insult considering the fuel and the bill which was $50.

We were told the owner would be in the following day and to call him. He ended calling my wife and accused us of lying saying he couldn’t believe that all of our food was undercooked considering they’re all prepared with different methods.... like are you joking? Basically this gentleman offered us pathetic compensation based on the quality of food which we were given. Will not be returning or recommending them.

Edit: our money was generously returned to...