Boston Pizza — Restaurant in Guelph

It was easily the worst service and food I have ever had. My son's hockey team went to this location for dinner. We had a party of about 23-25 which we understand can slow things down a bit. But the restaurant wasn't packed so I hoped for the best.

45 min after we ordered our food still hadn't arrived. I asked the hostess (the only staff member near us since our server never came back after taking our orders) if she knew when it was going to come out. She went back to check and never came back to tell us.

After an hour, half our group's food came out. The kids orders were wrong (adult meals instead of kids, wrong toppings etc). The food that came out first was lukewarm to cool and many people complained about it not tasting good (tough chicken sandwich, pasta with no seasoning, two identical orders that had different toppings and sides etc).

The only communication we had up to now was from our server who said the orders were misunderstood which is why the kids meals were adult meals. Then he disappeared again.

I decided to find the manager and explain what was going on to see if she could help since our server was nowhere to be found. She was nice and apologetic and said they would be giving us a discount on top of getting the rest of our food out quickly.

It took an extra 30 minutes for most of the second half of the food to come out, which some were still wrong. Three people still hadn't recieved their order, two of which were 6 yr olds.

I decided to speak to the manager again. She was still nice and apologetic and promised to bring the missing kids food out asap.

It was a few minutes for them to bring out the remaining three missing meals, one of which was a cheese pizza and they brought a cheeseburger instead.

At this point we needed to leave since we all had a 40 min drive home, we had been there for 2. 5 hours already, and one family needed to get dinner for their son on the way home. We asked for the bills and as we were paying they brought over a bag full of free desserts as an apology and a small cheese pizza in a to-go box for the 6 yr old who still hadn't had anything to eat.

The restaurant was half full and there was really no excuse for service this bad. It was upsetting that it took us going over to the manager to get anything to happen. Their communication was horrible and the server and/or manager should have been working to fix the situation before we had to go find them. It wasn't a surprise to her that our table was having issues with our orders but no one ever came over to adress the situation with us.

They did provide us discounts on our meals and the free slices of chocolate cake and cheesecakes were appreciated. But it didn't change the fact it was really poor service, abysmal communication, and subpar food for a...

I would have gave this a 1 star, but the management team here is by far amazing and concering about their customer and listen to what i had to say. as I thank you.

But our service was by far the worst I ever had at any Boston Pizza I ever attended... Our waiter Tim/Jim had the worst attitude i ever seen in the years attending Boston Pizza. Took 20 min to bring out our Drinks, and when the food came out, and what I ordered that wasn't to par and asked him that the Meat Balls didn't taste Fresh and was so bland, as I asked for meat sauce, that it may have help with the flavor, but it didn't, so I called him over again and stated that there is not a something I would eat, his replied was " what do you want me to do ?" with attitude. So I asked, just get me the manager, as I explained to him about the server and meal, he was very happy to assist in the situation .

This didn't end there, as we took out one of my good friend Birthday day, we asked to front desk if we can can get a cake and if they sing Happy Birthday... as they told us of course we do...

waiting about 10-15 mint our waiter Tim/Jim came out and asked who birthday is was, we pointed to him on out table, He basically drop the plate with ice creme and cake on the table, (almost like tossing it to him) walked away with NO care in the world.

We asked for our bills as we no longer felt like we where welcome.

He came to out table to cash us out, and I told him directly that, Its ok we will pay at the desk, and that I didn't like his attitude and please walk away... this was the icing on the cake... his replied was " what ever dude"

We asked for the manager, and that he couldn't be more happier to assit and listen to what visit was like, and I told him if I come here again and see him as a waiter, I would just walked out as I never had this kind of service again and that it wouldn't be worth my time again coming here...

He did give us a discount on our meal, and was very apoplectic asked next time to come in, to ask for him to insure that this would never happen again... I thank him and his staff at the desk, and left the tip with the girls

thank you to the management of this Boston Pizza, but hope that server doesn't work the floor again to ruin someone else ...

I have been to this location a few times now, each with their own hiccups. Tonight my husband and I went to have dinner with former colleagues of his to celebrate us becoming new parents in August. The night started out fine. We had ordered two appetizers to split and then an entree each. Our first appetizer came out when it was supposed to, but our second one was brought when everyone else's meals were brought to the table. The waitress said nothing to us about our entrees so we figured they must be coming soon. We ate our second appetizer and then sat for half an hour to 40 minutes while everyone else enjoyed their entrees with the waitress nowhere to be seen. She finally came over to our table and I spoke up and asked where our dinners were. She said they were being made but they were backed up. There were maybe 5 other people in the remainder of the restaurant. She came back again when everyone else had finished their meals and we still didn't have our food; she said that our meals were second in line to come out. How in the world was our food so late when the rest of our table's wasn't??? Then our food came out finally and was piping hot, so clearly our food had been just recently made. What's worse is when the waitress brought the bill, nothing was compensated for....not even a $4 non-alcoholic drink. When she came back again I had to say to her, so we aren't being compensated at all for having to wait an hour to eat our meals after everyone else? She then told us she would go talk to her manager. Waited another 10 minutes for her to come back and say the manager is coming back soon and I have to talk to him still. This is now holding everyone else up, and my baby was becoming fussy because we had been delayed so much by that point it was time to feed him. They finally compensated us with 25% off our meal, but we were very disappointed that we had to push to be compensated at all, and that we had to eat our meals an hour late and while everyone else was ready to go home. Hopefully they learn from this experience so no one else has to experience what we...