Boston Pizza — Restaurant in Ontario

My wife and I stopped for lunch at Boston Pizza because we saw the $15 lunch meal advertisement (which also stated that it had a 20 minute from ordering guarantee or the next one is free, but that didn't really factor into why we ate there). We get there and the server we had just started her shift. She brings us menus and gets our drink order but didn't include the $15 lunch menu. So when she comes back with the drinks I ask for the $15 lunch menu. She informed us that their debit was down but my wife had cash so that was fine. She brings the menu, goes away and shortly after takes our orders. So far it's been okay. It took 25 minutes to get our food but I wasn't too concerned about the free meal. But when she brought us our meals, the menus were still on the table in my wife's spot and she just put the plate on the menus! We've never had that happen. The food was just okay (I had the Jambalaya Fettuccine which is supposed to be spicy and it was very mild). She never came back to see how our meal was. She never even came around to see if we needed drinks refilled (which we did), and she never actually even came back at all, even to give us the bill. A manager saw us sitting there and asked how everything was. I just said okay but she never asked why it was only okay. She did apologize for the delay, but didn't offer the free meal for next time. Also, our server for some reason had charged us for drinks when they're supposed to be included in the $15 lunch so the manager had to fix that. Their debit was back up so I paid by debit. Only when we stood up and were getting our coats back on did our original server come over but never talked to us or apologized for essentially abandoning us. At that point the manager had already taken the debit machine back and she gave the server the receipt. The server checked the receipt, I assume to see what kind of tip she was getting. I did give her a 10% tip because I feel bad not leaving a tip, but in hindsight, I don't think I should have tipped her anything as she was horrible.

Edit: I did their feedback option on the receipt and literally within minutes I had a voicemail from Jesse, their Director of Operations asking me to call him back. Though while impressed that I got a response so quickly, when I did the feedback I specifically stated that email was the preferred method of contact so they apparently can't follow instructions.

Edit #2: I never heard back from Jesse after his initial email, even after providing information and sending a follow up email. Oh well, won't be back to...

August 9th 2022 - Now I really wanted Boston Pizza so we decided to order in. We find this easier then going back out after long days of working. We placed our order and things seemed to go as normal for delivery. Once the ordered arrived and we started to open things it became clear there was an error. Knowing these things happen I called the store. The female I spoke with on the phone was understanding and asked me what was missing. When I explained that one of the pizza's we ordered was missing she offered to remake it if I wanted to come pick it up. I said sure that's not an issue, when I asked her how long she put me on hold (not sure why but...) and when she came back its like she forgot what we just talked about and started to tell me they can't delivery the replacement for me - I was confused but again told her I would come pick it up and that would be okay. I was told 15 minutes and I could come and it would be ready. Great I thought! hahah jokes on me.

I get to the store about 20 minutes after speaking with her. There are a parties in the door way - party of 4 & party of 10 - I wait until I can get by as they are not seating these people right now. (not sure why) I advance to the counter and tell the girl I am hear to pick up an item that was missed from my order. She tells me okay - and I expected her to check to see if it was ready - OH NO she decided to seat the party of 4 and then the party of 10 and then a party of three that showed up after me.

Here I am now, 20 minutes since phone call and almost 10 minutes longer before she even checks with the kitchen.

She walks off and arrives back not with my pizza but with what I assume is a supervisor who tells me the kitchen made the wrong pizza - they offered to remake (or I guess actually make) my order if I wanted to wait. IM SORRY I just drove here and waited for nothing?! Of course I have no choice but to wait as the lady on the phone told me the store won't refund my order as it was delivery....

I was advised it would be 7 minutes in the oven. 12 Minutes later the hostess decided to check with the kitchen on my order.

Needless to say I got the pizza and home again. It was not terribly hot and most surely NOT worth the wait.

To Boston Pizza - maybe you can invest in customer service training for your front end staff. To have someone feel that they are forgotten and that the stores errors are NOT their first priority is NOT good service.

I do not think I will order again - nor visit that...

Gone are the days where one can take his family to this Boston Pizza for a HOT meal and good service. This restaurant is a stunning example of not what to do and should be avoided at all costs.

When we arrived to a restaurant not overly busy we were ignored by the hostess who seemed new for a good 5 minutes. After waiting and giving a good cough to aware her to our attention, she slowly had us seated by a waitress who seemed like it was her first week. From the there things continued to go wrong.

Drink service was slow and refills were impossible to request as our waitress was never to be seen. Once orders were put in to the kitchen it took over 45 minutes to be served our appetizer. The spinach dip was cold, and the Catcus cut chips were cold and floppy. Also the dip cup was only half filled.

Please note the restaurant was only half filled. When our entrees came another 10 minutes later ( 55minute wait and still no refills), the food came out cold and delivered by a manager who I could only assume was too preoccupied counting the tills to ensure the paying customer got hot food. Portions were meager, as my kids were definitely disappointed by the 6 fries given as their kids portion to go along with their entrees. Furthermore, another waitress attempted to deliver the other half of our meals to another table and when corrected by ourselves, she deflected, took no accountability and blamed the back of house. Once again key sides such as the beef dip were missing and fries were cold indicating they were sitting for at least 20 minutes. Near the end of service we had to flag down multiple managers just to pay our bill, an effort that took another 20 minutes.

By the time we left we're in the restaurant over 2 hours. Our initial waitress was rarely to be seen, our drinks were rarely refilled and the food quality, portions and temperatures left us feeling cold shouldered as we could have done better with microwaved frozen pizza pops at home.

If your reading this, realize there's a much better Boston pizza across town, GO THERE if you want HOT FOOD . The team here are not interested in giving you a quality experience. There's a reason why it's dead here, the food sucks, the staff are untrained and management will only step in to ensure patrons don't walk out and TO ONLY serve COLD FOOD.

I can only assume the owner is interested IN keeping poorly paid staff, poor food quality and counting the profit when it comes in. Kingston do yourself a favor an AVOID THIS...