Boston Pizza — Restaurant in Surrey

Before visiting, I called the restaurant at 8:53 PM to confirm your last call times. The staff member who answered confirmed that last call for food was at 1:15 AM and for drinks at 1:30 AM. It was solely based on this confirmation that my friends and I decided to come in for a late dinner. We arrived around 12:10 AM and were seated in a booth. Our server took a while to greet us, and after we spent a bit of time deciding, we placed our order around 12:30 AM.

Unfortunately, our drinks took over 15 minutes to arrive — which felt excessive for just two beers and two cocktails. Around 12:55 AM, the server came by and announced last call. We clarified whether this was just for food, but to our surprise, she said it applied to both food and drinks. One of my friends placed an order for another beer right away.

At this point, we didn’t have menus and our server was nowhere in sight. At exactly 1:02 AM — I noted the time — the server returned, and we asked for menus again. She brought them right away but told us to “hurry up” because the kitchen was closing. This abrupt comment made us feel extremely rushed and unwelcome. When my friend pointed out that we had confirmed the last call times in advance specifically to avoid being rushed, the server responded, “I don’t know why she told you last call is so late. You should check Google — our restaurant closes at 1:30.”

I was genuinely shocked at the lack of professionalism. When we questioned this, she added, “You can place the order with me right now instead of wasting time,” and followed up with, “It’s not my problem that the person on the phone was misinformed.” At this point, we were all visibly frustrated. My friend replied that it wasn’t our problem either if we were given the wrong information. The server then raised her voice and said, “BRO, it is not my problem, and don’t yell at me.”

Let me be clear: no one at our table yelled or raised their voice. We were irritated, understandably, but we remained respectful. Her loud and agitated tone drew unwanted attention from nearby diners and made us feel embarrassed and disrespected.

We asked for the cheque and the manager. While we were trying to speak to the manager, the server repeatedly interrupted, and we had to ask her to step aside so we could speak privately. The manager listened but did not apologize for the server’s behavior. She brought us our cheques, and we noticed we had been charged for the second beer that was never delivered. When we pointed this out, the manager said she would need to check with the server — implying that she didn’t believe us. Only while we were walking out did the manager briefly turn around and say, “Sorry about your experience.”

The entire situation — from the misinformation over the phone, to the server’s combative tone, and the manager’s failure to handle the issue appropriately — left us extremely disappointed and frustrated. It was a horrendous dining experience that I hope no other guest has...

Garbage place to eat, we've had bad experiences in the past but we're in the area and decided to give the restaurant another chance. We got greeted right away, and sat down...and that was it...nothing...no server came to ask us for drink or food or anything. Finally, after about ten minutes we asked the hostess if we could get some service and she walked away. The Service GM, Rizwan, came and apologized for the no service and asked us if we wanted drinks, he came back with the drinks and took our order. The server bought over our food, and there was no green peppers in my fiancé’s quesadilla, which she specifically asked for, and my burger was drenched in sauce, which i asked for a little extra sauce since the burger is normally very dry. The server comes back and my fiancé tells her that there’s no green peppers in her quesadilla, and before she could finish the server grabs the plate and says ill get a new one made, to which my fiancé replied no I don’t want to wait another 10-15 minutes I’m hungry now. The server walks away, and Rizwan comes back and apologizes again, says the quesadilla is on the house and then offers us a free dessert or ‘coupon’ for a free quesadilla for next time. Later I noticed something nasty floating in the bottom of my beer, and the server saw my looking into my glass, and completely ignored me. We finished our food and the server bought over the bill and surprise surprise there was no coupon, and Rizwan totally avoided us. The food itself was no appetizing at all, the quesadilla (even without the peppers) was dry and stale, and as mentioned my burger had an overwhelming taste of sauce. Needless to say we won’t be going to that BPs again, we’ve had issues at other restaurants and even other BPs, but the management and staff have always been able to resolve the situation effectively, and carryout their promises. What more can you expect from the servers if the manager is so bad at his job....

Came in around 11:30pm with a friend. It was Appy Hour (9pm-close) and we both ordered off the Appy Hour menu, which is a detached pamphlet than the regular menu. Our waitress saw us holding the separate pamphlet when she came to take our order. I ordered the Jambalaya Fettuccine and my friend ordered the Alfredo pasta. Took about 20 minutes for food to come out, which was alright given the time of night. We were both pleasantly surprised at how big the portion was for "Appy-sized" and enjoyed our food...until the bill came. We were billed for the full sized plates of our chosen dishes. I understand it was late at night and almost end of shift but given both selected dishes had an Appy size/cost and a full size/cost and it was undoubtedly Appy Hour, our waitress should have at least asked something like "Did you want the full-sized?". Instead she made the assumption that's what we wanted despite watching us holding and reading off the Appy Hour menu pamphlet. Upon discovering the miscommunication, she did not take any action to rectify the situation or even offer an apology. Just stood there waiting for us to hand over the money. She also did not come to check up on us during the actual meal to fill waters or such. In my fury, I just handed over enough cash to pay for the dish and a 10% tip, though I now severely regret tipping at all and not asking to speak to a superior. First time coming to a BP during Appy Hour admittedly, but it still sounds like common sense that a customer holding a special menu during a special meal time frame would be ordering a special dish. I fail to see where a safe assumption could have been made to push through a standard size/cost without any attempt to clarify before serving...