Boston Pizza — Restaurant in Lower Sackville

I’m writing this in hopes that you are aware of the gold mine you have struck with your staff. I called ahead about 20 mins away from the restaurant shortly before the supper rush yesterday. I would normally go during the quiet lulls in between the rush hours. I requested the most remote booth for 3 individuals with PTSD. One from fire/rescue, one Canadian military veteran and one from policing. I was touched by the positive reception to my request. As previously mentioned this was not a normal time that we would attend. We were exhausted from a long day’s event in a remote area and hadn’t eaten since early in the morning. We were fading quickly. When we arrived we were taken to the perfect corner booth that was closed on both sides and allowed our group to see the whole room as well as the exit. Something which becomes vitally important with our injury. They were wonderful but it didn’t stop there. We were taken completely by surprise when a staff member approached our table to warn us that loud clapping and singing would begin shortly to celebrate two birthdays in the restaurant. We were perplexed how she had the foresight that we would likely be startled. It was extremely comforting to know that they really “got it”. We asked the young lady who took care of our table to have a seat for a moment so we could express gratitude. Not only was she a mental health nurse working multiple jobs. She was the daughter of a veteran who served with the veteran sitting with us. Instead of feeling uptight and being tense in a crowded space. We were smiling and laughing with “glimmers of positivity “. Thankyou for helping to strip away the confines of isolation by making your space a safe one. We will be back and will be sharing this story with peers 🙏🏻🌻🌹 Thankyou Kaylee M. People like you are changing our...

Update: we were contacted by a manager who took accountability, apologized for the service, and offered some complimentary items. We never received them. We still like Boston Pizza and had a meal at another location last week, but still likely not returning to this location.

So, normally we love Boston Pizza. We've been to multiple locations across Canada and have almost never been disappointed. That's not the case this time. We came to the Sackville location after taking the kids to see the Super Mario movie. We were sat in the lounge, which I thought was odd as we had 3 kids with us. Even more odd that there were 3 free tables in the main restaurant that I could see. The waitress took our orders but the food took a little while to come out. When it did, the kids' pasta was cold and one of the dishes was dirty. My wife wanted vinegar with her fries, but the jar had a really gross looking film around the spout. My pecan, pickled beet and goat cheese salad came out somewhat watery and very onion heavy. I had just had the same dish in Truro a few weeks prior and loved it. Fast forward to desert, the waitress forgot about one of my kids even though she had just brought out a container for his food. My wife tried to let her know about a few of these things while paying but she seemed disinterested.

Probably not coming back to the...

I arrived at the sackville location of Boston Pizza with my daughter, her boyfriend and our 2 little 4 lb furbabies. After calling to ask if they allowed dogs on outdoor patio and was told yes. Only to arrive and be told dogs weren't allowed on their outdoor space???????. Like, what's up with that. Even if the person who answered the phone was incorrect, there were only 2 tables filled on the patio, and we could have easily been accommodated as an exception. They could have put us in the corner, and wouldn't even see our little dogs. But instead of accepting someones mistake, they put client service aside and would not allow us to eat there. So, instead we went to Boston Pizza in Dartmouth Crossing and we're welcomed so sweetly and professionally with our little dogs. They went out of their way to make sure our dogs had a shaded area, lots of water, and were down playing with them. Now THIS IS WHAT CUSTOMER SERVICE IS ALL ABOUT. Boston Pizza in Sackville was always my go to place with this franchise. But after today, and their behavior, I won't be going back anymore. I know mistakes can be made, however as someone in the client service industry for 35 yrs, it's all about the way you handle it, and the sackville location failed miserably. A regular customer no more...