Boston Pizza — Restaurant in Kenora

Genuinely disgusted with my experience at this Boston Pizza location.

I ordered via doordash and my food arrived without any cutlery (had a pasta and salad) as well as missing the salsa and sour cream for the nachos. I called the Boston Pizza and explained this to the individual I was speaking with and was told to call doordash. I said I will just come down and grab it myself as we’re currently staying in a hotel as we’re in the middle of a move and my children are hungry and can’t wait.

I arrived at the restaurant and asked to speak to the manager as the person I was speaking with via the phone had already made her aware of the situation. By this point my nachos had melded into a brick so I asked for the cutlery, salsa and sour cream and asked for my nachos to be remade as they were no longer edible. The manager then proceeded to tell me she’s unable to help me and I would have to go through doordash and she needed to speak with them herself. I explained I just wanted to get these items and leave as I was in a rush to which the manager got angry at me and started to yell.

At this ridiculous request I contacted my doordash driver and she ended coming back to the restaurant. My doordash driver then contacted her employer on my behalf and explained the situation, by this point all of the food was stone cold as I had been here for 30 minutes trying to literally just get cutlery and what I ordered.

During this entire ordeal the manager was yelling, rude and extremely disrespectful not only towards myself but the doordash driver as well. After cutting my losses and realizing I won’t be getting what I ordered the manager proceeded to come out with a remade nacho, salsa and sour cream and throw it in my direction saying “here. I’ll pay out of pocket for it myself”.

As a former BP employee myself I was shocked at the complete lack of basic customer service and the ability to do basic problem solving. I wouldn’t recommend this location to anyone solely based on my experience with the manager, at 20$ a plate I’m not paying to get yelled at...

We went there for lunch, and was greeted by the bus person who seated us. Then they proceeded to clear the table beside us, while there were so many other free and clean tables we could have sat at. The wait staff came by to take our drink order, no ice in waters, a coffee and an ice tea with no ice, brought the drinks, and the ice tea was with ice and served us a coffee with a floaty in it. I had asked for a few more minutes to look at the menu so they decided that meant we wanted to sit there for 10 minutes after we had decided on food and closed our menus and walked past us no less than 10 times without checking on us.

They came back and we had the coffee exchanged for a no floaty allowed coffee, then they left us again for another 5 minutes without taking the order. When we ordered, they left again as per usual for a restaurant. The food was an additional 10 minutes which was pretty fast, the wait staff dropped it off, made a big pretentious show of turning our plates so they were angled and we didn't see them at our table again until the meal was done. We had only eaten half of it because it wasn't the best so I thought I'd take the rest to go and maybe I'd snack on it later. No questions on how the food was, just a 5 minute wait after I asked for a to go box and the bill. Then, instead of asking for any feedback, they gave us the box and bill, rushed us to pay and walked away without another word.

The food was alright, they had 8 tables and only one wait staff person and the bus person. It wasn't busy, wasn't great and wasn't a friendly feeling place. I don't think we'll go back, there's better food and service...

I did get comped 20 dollars. Tables who came in after us were served first. We waited 25 minutes to place our order. When we did get our food my sister and I received very burnt and dry chicken, it was inedible. I unfortunately could not wait for more food, I have to eat on a schedule and was already two hours behind and would have had a health issue. I had to leave, my sister was halfway through her salad and my Mother had not yet even received her food.

I spoke with the manager. He cited a busy mother's day, it was not overly busy in the restaurant so I assume it was delivery orders. He did cite staffing issues, which I understand and said if any of these had been communicated, they would be understandable. Poor service is something to overlook in these circumstances, but not poor food. My sister was also told when she was served her food that they had no poppyseed dressing and they took the liberty to add ranch, which she hates. Again, simple communication.

Upstairs should have been closed down to make more hands available for servers and Mothers Day patrons. I guess the bar is far more important.

Unfortunate experience, that could have been remedied with simple check ins. There were other issues, but again, not important when the restaurant is overwhelmed.

Definitely a staff management issue.

Joel was absolutely doing his best, he needs a raise and the hostesses were fantastic. The other manager, did not seem to care as much. Customer service training would be vital to ensuring a smoother experience...