Boston Pizza — Restaurant in Ontario

After a long day at work I decided to pick up my children from daycare, one of the girls at the center asked if would like to join her and her son for a meal at Boston Pizza. Horrible experience! We get to the restaurant shortly after 6pm, it took approximately 2 hours for our food to arrive at the table. We ordered 2 kids meals (our two 5yr olds), a side of mashed potatoes for my baby, and two orders of chicken tacos for ourselves..... Now 2 hours later the food arrives and the waitress informs me that they had no mashed potatoes, she was sorry and that a manager would stop by our table shortly. Moments later a tall woman came over. She apologized for our wait, and I noted that someone should have notified us about how long it was going to be and quite long ago we should have known about the mashed potatoes, because now,... poor Ryder, who had been sitting in the high chair for 2 hrs with nothing to eat, was screaming. I also mentioned that the tacos were advertised as lime tacos but there was none. So I asked her again, what was the issue that caused our food to take so long? Her response was that the chicken takes a long time to cook. So I picked up the chicken and noticed that it was ice cold. So I asked if maybe it was sitting and someone forgot about us. She said “No, it wasn’t sitting. The chicken just takes a long time to cook.” “But it’s cold.” “I don’t understand.” Then she flapped her arms and said “What would you like me to do? Want me to get you some lime?” ......uggg. So anyway, I looked at the time and it was 8:30pm and the baby was just screaming. So unfortunately I had to ask for some boxes and take what we had at the table home. I’m so upset by this whole experience; clearly your manager does not know how to manage. I understand things go wrong but someone could have updated us about our wait and the mashed potato situation so I can order something else for my baby. Also, because it now past my children’s bedtime and have to leave, neither of the kids got to have any of the dessert that is supposed to come with the meal. (Not that it was even offered to take with us) I am never going back to this place! I was super nice to the employees and manager yet she still made me feel ..... well ..... I hate to call people names but a word comes to mind that rhymes with BUNT. Change your staff or change you customer pathway. How the hell does this happen. I’m tired of lame excuses. I want you to know, that I’ve told many people about this appalling experience and they all agree. I am not the only one who has lately experienced such poor service at this establishment. I hope this note helps bring about some change. Kindest...

I decided to give it another shot after a bad experience many years ago. Went in tonight for dinner with my family, ordered drinks for my husband and I and they were the spicest Caesars I've even drank. I like spicy stuff and could barely handle it..my husband asked for a different drink because it was way to spicy for him. The waitress brought the new drink out and didnt take the other back. Next time I seen her I asked her to take that back because we couldnt drink it. Next our food comes out and my son ordered a small pizza which is 8 pieces. He got a individual size one, when I asked the waitress what size he ordered she said small. I said ok because that wasnt a small it was only 6 pieces. She says, "oh really" I can get them to make another one, did you want it to go? I said no it's fine he will eat it here. Then my husband ordered the ribs and wings and ate his salad and tried 2 wings and didnt like them and moved onto the ribs which were nice joke ice cold, not even warm or cool like freezing cold. The waitress comes back over and I told her about them she then asks if we wanted it pack to go. My husband said no, I'm not paying for something I cant even eat. Just take it away and take it off my bill, all I ate was the salad. Then someone who i assume was the manager came to the table and apologized and said she was taking it off the bill and asked if she could get him anything else he said no. Then 15 mins later the waitress finally comes back to the table and I ask for my food packed and also my toddlers spaghetti packed and the bill. I took the kids outside and my husband paid the bill and got the food. They infact took his meal off the bill but still charged for the drink that we couldnt drink and the icing on the cake....wait for it. The waitress packed my spicy food dish in the same container and packed my sons spaghetti on top of my food. Same container on top of each other, like who does that? Now my toddler cant even eat his left overs because its mixed with spicy food. And if I want to eat mine I gotta pick his spaghetti off of it. Never again will I step foot in this place! Guess that's what I get for deciding to give it another shot. One very unhappy customer right here, and I still had to pay $120 for a horrible experience and horrible service. Way over priced for food I can cook...

My phone was dying at the resturant so I couldnt say how I truly felt, see edit below.

Kaleigh is the absolute gold standard for customer service!

From the moment we walked into Boston Pizza, we were greeted by the hostess with a warm and genuine smile that set the perfect tone for the evening — and that great first impression only got better once we were seated and met Kaleigh.

Kaleigh radiates positivity and professionalism. It’s rare to find someone who can manage a busy section with such grace, energy, and attentiveness. It was just me and my girlfriend dining that night, and yet Kaleigh treated us like VIPs from start to finish.

She timed everything perfectly — from drinks to appetizers to mains — making sure we both felt seen, attended to, and never left waiting. That kind of pacing takes real skill, and she absolutely nailed it.

What impressed us most was how effortlessly she managed the flow of the meal. The appetizers came out hot and fresh, followed by mains that arrived right on cue — not too early, not too late. It may seem like a small detail, but that level of timing made the entire experience feel smooth, relaxed, and thoughtful. You could tell she was a step ahead the whole time, anticipating our needs before we even voiced them.

Beyond the perfect pacing, Kaleigh brings an energy that genuinely lights up the room. She checked in frequently without ever hovering, knew the menu inside and out, and gave thoughtful recommendations with true enthusiasm. Despite clearly managing multiple tables, she somehow made us feel like we were her only one.

Even the little things stood out: ✔️ Our drinks were always full ✔️ Special requests were handled quickly and exactly right ✔️ Every interaction felt personal and authentic

In a time when good service can feel like a rarity, Kaleigh goes above and beyond. She strikes that ideal balance of fast, friendly, and professional — always with a bright smile. Honestly, if every restaurant had a Kaleigh, dining out would always be this enjoyable.

We’ll absolutely be back — and next time, we’ll be asking for her by name. Thank you, Kaleigh, for making our night so memorable. You're a rockstar, and Boston Pizza is lucky to have...