Boston Pizza — Restaurant in Edmonton

First of all, 99% of the time when I come here, the service is exceptional.

Yesterday, however, was not one of those days. I came in during lunch, with my colleague. We were seated in the lounge shortly after 12, and our orders were taken a bit after that. Our server was a beautiful Caucasian woman with red hair.

Our order didn't come until about 5 minutes to 1:00. When she arrived with the food, there was zero acknowledgement regarding how long it took. I asked her for the free lunch coupon-which you guys promise to people if you take longer than 20 minutes to bring us our food. Yes, we both ordered off the lunch menu. No, we didn't have any special dietary requests or extra items. She proceeds to look uncomfortable and say: "I'll have to ask my manager, due to high volume of people in here today." To which I replied, "That's not what the menu says. It does not say, 'free lunch if you don't get your food in 20 minutes-unless there is a high volume of people in BP." She proceeds to look even more awkward and then goes to ask the manager about it.

She comes back with the coupons, and then makes the following comment: "Those poor three men in the kitchen." .....Excuse me? What exactly was the point of that comment? Perhaps it was a half-hearted attempt to explain why the food took a long time in arriving. But it made me very uncomfortable. It made me feel like she thought I was unreasonable, holding her -and your business by extension- accountable for the promise that was written on your menus.

Your server requires more training in handling these kinds of situations. A commentary on the amount of people cooking in the kitchen is not appropriate. As a server you don't share that information. You simply acknowledge that there was a delay, and thank the customer for bearing with you.

Stop playing games with your customers. Quit acting awkward in a situation that you absolutely could have foreseen.

On top of all of that, my colleague's food was barely lukewarm, and her fries were stale. We felt so defeated at that point, we didn't say...

I placed an order for delivery from the call centre, and was quoted up to an hour for delivery time. After an hour and a half had passed, I called back to say that I still hadn't received my order yet. The call centre contacted the store, and told me the order should be out for delivery having left the store upwards of 40 minutes before. They assured me that the food was on its way, and that I should be expecting a call from the driver A.S.A.P.

25 minutes later, still not having heard anything I called back to explain the situation. The call centre informed me that they couldn't really do anything further and that I should contact the store. So I called the Jasper Avenue location itself, and upon the advice of the call centre manager, I asked to speak with the manager of the location. The manager I spoke with identified himself as Miguel, and told me that they hadn't ever recieved my order and that there was nothing in the system. He explained the fault must lie with the call centre not placing the order. So I called them back again. This time as the call was being completed, the order that didn't exist arrived.

Having paid for the food (my own mistake at this point), I opened it to find the food was completely cold, soggy (as it had been in the car for over an hour) and the chipotle sauce had exploded over the container. So at this point I called back the store to say I was unhappy with the service and spoke to Miguel again. He said that he still couldn't find me in the system (despite all the info on my recept). He explained that they had 2 new drivers and that's how it goes. Then told me "It is what it is man.".

The best part is I live 9 blocks from the location.

Edited: I have edited this review to 3 stars after being contacted by the GM of the store. It's good to see that some people take ownership of a mistake when it happens, apologise then try and make things right. Thanks...

My boyfriend and I decided to go to Boston Pizza for supper tonight. We arrived just shortly after 4:30 and could tell that it was pretty quiet in the restaurant. First the host had to go and check tables which a little odd considering how early it was but didn't think much of it. It was nice and quiet, typical Sunday suppertime. We didn't have to raise our voices at all to be heard. Then after we ordered our food, it all went downhill. In comes this big tour bus full of annoyingly loud high school students. There was probably 40 or so of them. Originally we were under the impression it would be a decently quiet night until later on when the hockey game started. The restaurant went from maybe 5 tables to being completely full in a matter of minutes. We could hardly hear each other even leaning across our table. We ordered Thai chicken bites for an appetizer which were pretty good. For our entrees we ended up asking for it to go because of the noise. My boyfriend got the 7 cheese ravioli in an Alfredo sauce with chicken and I ordered the roasted peach and beet salad with chicken as well as a drink. We had decided to go to Boston pizza because they're usually decently priced but for the amount we paid and terrible atmosphere, we would have been better off going to a more high end restaurant. It would have been nice if the hosts had warned us ahead of time that there was a very large group coming in so we could either choose somewhere else to go or move to the lounge. The extra chicken we ordered ended up being a measly three pieces which wasn't enough considering how much salad I had. Overall,...