Boston Pizza — Restaurant in Edmonton

There should be an option for negative stars on here. Let me start by saying that we are regular customers. Some days it is just too easy to call for delivery instead of cooking something fresh and tasty. I also want to say that on average they screw up our order about 50% of the time. I don't bother calling in to complain when they forget the garlic toast. I don't complain when they forget the guacamole, my wife's favourite side.

Tonight Boston Pizza set a new record in lows for a company. The fact that their new call centre makes one wonder why they don't have more than one person answering phones on a Friday night is just beyond words. Six months ago your call would be answered within 5 minutes on a bad day. Now you wait for 10, 15 minutes if you are lucky.

Tonight I didn't learn that the call centre was also part of the debacle that happened tonight. Every time you call BP to place an order for delivery, they tell you that they will deliver within an hour. Tonight an hour after placing the order I received a call from the driver saying that he has had an issue and would be about 10 minutes late. Okay, no problem. Twenty-five minutes later, I call the call centre to see what happened. No food. While I am on with the call centre, the driver shows up. Yes, I am angry but I am not going to take it out on the driver. I am talking to the call centre. The woman that I am talking to puts me on hold to talk to the store manager... after 5 minutes that felt like 15 to me and two hours to the delivery guy, the woman from the call centre picks up and says, "Are you still holding?" now you would think that if you asked a question, you would wait to get an answer. Nope, I was back on hold before I could say a word. Okay, done with the call centre.

I call the restaurant and ask to speak to the manager. His name is Jamar. Oh, were we late with your order? Are you not happy with our service? Well, I guess we can issue you a credit on your next order. Next order??? It is less than likely that I will be ordering from them again so how does that help me? Can he give me a discount? Nope, and while my wife, in the middle of a low blood sugar attack decides to just pay the delivery guy, Jamar tells me that I can call and complain on Monday to the manager but he really can't do anything. How can Boston Pizza make things right for me tonight? In Jamar's words, they can't. Since it was Boston pizza at fault, why should I have to call into them to tell them how disappointed and disgusted I am. I tell Jamar that I want his manager Andy to call me. Companies that offer good customer service have their manager call the customer to apologize. They don't expect the customer to have to track down the manager.

Okay, I've had enough. I hang up the phone and go to my very cold meal that I ordered had had a major wait to get.... and it isn't what I ordered. I call the restaurant. Jamar doesn't want to come to the phone. After waiting 5 minutes, I give up and call the call centre again. I tell the woman that answers the issues that I had up to this point and ask her what their system shows my order to be. I had ordered the chicken mushroom fettuccine and boston's lasagna. The guy repeats it back to me. When the food comes.... two fettuccines.... So not only does the restaurant screw up, this order was doomed from the beginning...

I eat it and I would have to say, it had the flavour of cardboard.

My suggestion: don't order from Boston Pizza. They don't care what they deliver. They don't care about customer service. They have no quality control. They...

STAY AWAY FROM THIS LOCATION! If I could give this Zero stars I would. This place should be shut down!

Service was extremely slow and the staff doesnt talk to people or acknowledge them. We stood in the lobby with 2 other groups and while we waited, multiple members or staff passed by or did things at the front where we waited to be seated, not a single one said a thing to us like "one minute, be with you" or even a "hello". One group got fed up and eventually just went to the bar (the bar actually had service compared to the dining area). It took 15+ mins to be seated despite the restaurant being dead.

Servers take your order and abandon you. Never got a single refill on water or pop while we waited for food. We never saw our server again until our food was ready. The restaurant was dead so there was no reason for the servers to not come back and check on us.

Food took almost 1 hour to get to us (again, place was dead)

My food (chicken parmigiana) was cold and the rose sauce on my pasta was soupy, had no taste and watery (I took 3 bites and pushed it away it was that gross).

The men's washrooms step stool for kids is a safety hazard! (see image).

Tables in the dining room sat uncleaned for extended periods of time (one was up to 1 hour!). One group beside us got fed up because their food didnt come fov over 1 hour and left. When the staff came to bring the food that was done, they ended up spilling stuff all over the table (see image). They never came back to clean it (when we left it was over 15-20 mins it sat not cleaned so who knows how long it took them to come and clean it)

Our kid's ice cream even came melted because it took so long for the server to come bring it to us!

I have already complained to head office about this location and requested a follow up because there are so many issues with this location I cant actually say everything due to character limits of their...

On Thursday August 7 2025, my mother who is 88 years old and I went to the Boston pizza just off Terwilligar and Bulyea Road. After arriving the place had only 7 tables occupied and we were asked to wait to be seated…no problem after about 5 minutes of watching the hostess walk around, the bald headed manager look at us a couple times, we were finally seated. After 15 minutes we still had not been served, let alone asked if we wanted something to drink and the bald headed manager looked at our table a minimum of 3 more times but not once did he come over! Shortly after that 15 minute wait another couple walked in and were seated right away and their server walked up to their table to serve them. Needless to say I got up, helped mother up walked up to the manager and said we have waited 15 minutes and you know we haven’t been served yet and yet this other couple walks in and are served immediately. His answer….oh yah sorry about that! Wow! Since then I have spoke to other people about what happened and they said they’ve walked out of that particular BP as well…no service! Anyway Boston Pizza if you choose to read this or not it doesn’t matter…..we went elsewhere namely Blowers and Grafton because Currents BP is closed. Boston Pizza Terwilleger we will not be back but maybe you need to find a manager who knows how to manage...