Boston Pizza — Restaurant in Merritt

If I could give less than one star, I would.

First of all, as we entered the restaurant we noted it was about half full. The phone was ringing at the hostess desk and we were not greeted at all. After about 10 minutes standing there someone (whom we later discovered was the manager, Kevin) came over to seat us, no apologies for the wait.

We found our table and took our seats and were not told about any specials and not brought waters. We all excused ourselves to go to the washroom and wash our hands. I noted on the way to the bathroom the kitchen was an absolute disaster, trays of sauce all over the floor and food sitting out on counters, paper towel strewn about. The washroom was abysmal. Paper towel spilling out everywhere, floor was filthy, and the smell was hard to get past.

Back at our table a waitress eventually came to take our order. We noted this was a VERY young server. I asked her was the specials were, she had to go look and came back just to say, "fishbowls". We ordered and our drinks (2 Shirley temples and two waters) took 10 mins.

After we got our drinks we ordered food. 35 mins after we ordered our food arrived, 3 of the 4 meals were either wrong or missing something.

As the food was delivered it was stated to our server that we needed more water as all the drinks were gone. We never did recieve them.

Upon the foods arrival my sons fry dip spilled and we used the napkins to clean it up, we never got fresh napkin as our waitress did not check in with us at all. Had she checked in we would have told her my pasta did not have the garlic toast on the plate, and my daughter did not get the side she ordered (apple sauce) and my husband's food was completely incorrect. My husband ordered a Thai Chicken wrap and recieved a chicken ceaser salad wrap with Thai sauce squeezed in. Naturally it was gross and he didn't eat it.

After we were "done eating" the waitress came by and we explained the issues. She said, "oh I'm so sorry, I'll talk to my manager" she came back to say they would be giving a small percentage off the wrap. But nothing they could do about the mistakes now. We asked to speak to the manager.

When the manager came over I happened to be in the washroom and my husband and son spoke with him. He argued with my husband that the wrap was correct and that the apple sauce side has not been available for the last 6 months despite it being on the paper kids menu still, then saying if we had used the digital menu this wouldn't have been a problem (remember he sat us and gave us menus and did not say anything about any digital menu)

Upon my return from the washroom my husband told me what had happened with the manager and I scaned the QR menu. THERE IS NO KIDS MENU ON THE QR!!!!! Naturally I called the manager back over and ask him to provide me with his card and the owners information as well as the best way to reach head office. I explained to the manager that a competent manager does not argue with a customer (especially when the customer is infact correct) and that the QR menu has no kids menu, he said "well thats head offices problem".

After all said and done we received a $20 discount. He said this more than makes up for the inconveniences, I disagree. We will NEVER be back to...

Went here with my pregnant friend and her 2 year old. Not a busy night, maybe 5 tables were occupied. We ordered our food. Didn’t get water for at least 10 mins and then upon request received water. Ordered our food at 7:45. It was 8:30 we had still not received it. Server comes up to me tells me my gluten wise meal has been cross contaminated and the kitchen has to remake and asked if I could wait more. I said no that is not ok I’m starving my head hurts, just bring my food. They bring my food and there’s raw jalapeños on top of it. In front of the server, I had to hand pick them off me and I told her why aren’t these baked into the pizza? She said sorry and offered to comp the meal and I said I also want to talk to your manager. After having waited almost an hour for my food, we had started eating and the Owner comes up to our table, and I told her to speak with us when I was done eating my meal. Simultaneously, my friend requested a side plate for her son and the Owner pointed at the plate that had the jalapeños on it, which also the plate the shakers came out on. My friend reiterated her request and that she wasn’t going feed her son on a dirty plate. Upon bringing the plate back, she turns to me and says we apologize for your meal we can offer you 20% off your meal to compensate for your inconvenience. She asked me if there’s anything else she could do for me and I said yes get me the Coke I asked for 20 minutes ago, and then she corrected me and said “Pepsi?” and I said yes. My friend then went to eat her food, and realized we had no cutlery, I had to get up and get our cutlery from another table. No one come and checked up on us after that. But the Owner did come back, and said I didn’t want to speak to her when she first approached, so I had lost the opportunity for a comped meal. I had already waited almost an hour for my food and she told me that I didn’t want to talk to her mid meal and that that was the reason she wasn’t rectifying my concerns. We asked for the bill, the dirty plates were still on the table. We asked for our meals to be packed and she handed us boxes and claimed this was standard practice since COVID, but just before that I saw another tables food brought back packed by the server. To tell a paying customer that it was cross-contamination when in fact the kitchen had just forgot to put jalapeños, was disappointing. As a paying customer, who expected adequate customer service, this...

Second time in 8 months we decided to stop in on our trip through Merritt and second time very disappointing. First time we called from the road in Chilliwack saying we will be there in about 90 mins and we were. We placed our order for pick up so we could feed the family on the go. Arrived on time as we had indicated and the place had maybe 5 people there. We waited to be greeted by someone for almost 15 minutes. Finally we were greeted and told that the food was not ready yet - fine - we were told it would be a few minutes yet - ended up being another 35 minutes. When we finally received the food we had an extra package that appeared to be left overs of spaghetti from another customer - we didn’t order spaghetti we just ordered pizzas and the house burger.

Stopped in today for lunch to meet up with family that came from Burnaby and us from Vernon - mid way point to meet. Maybe 10 other customers at 4 tables - the place was pretty much empty. Food took a long time to arrive and one person in our party didn’t receive her food with the rest of us - we asked and server said there was a mix up and my daughter’s order will be arriving right away. - no problem. 10 minutes pass still no sign of her order so we ask again and the server is annoyed that we are asking again. 15 more minutes pass and still no sign - we ask again and another server snaps saying “the other server already told you there was a mix up in the kitchen” and walks away. By this time everyone else has had their meal and then my daughter’s meal finally arrives 35 minutes after everyone else. Not sure what the problems are at this location but staff seemed friendly until we expressed our concern over a valid point. It’s too bad - the restaurant seems clean and tidy and a great location for travellers but the experience is not one that I would recommend. We did not ask to speak to the manager as it was clear the servers just wanted us to pay and hit the road and we had already spent way more time than we wanted to there. Hope they can straighten out the links as the food was actually...