Boston Pizza — Restaurant in Waterloo

Rachel Deserves Her Own Sitcom (and a Raise)"

⭐⭐⭐⭐⭐ (5 stars, but only because the internet won’t let me give 11.)

Let me tell you about my recent trip to Boston Pizza in Waterloo — because it was not just dinner, it was a whole experience. I came in expecting to eat food. What I didn’t expect was to laugh, smile, and bond with one of the greatest servers the modern restaurant world has ever seen: Rachel.

If Rachel isn’t on the payroll as both Server Extraordinaire and Chief Vibes Officer, Boston Pizza is missing an opportunity.

From the moment she walked over, she was like a walking ray of sunshine with a notepad. She didn’t just take our order — she read the room like a seasoned psychologist and cracked a joke so good that the guy two tables over spit out his drink (true story). I haven't laughed that hard since someone tried to make lasagna in a toaster oven.

A few highlights from the Rachel Experience™:

Drink Wizardry: I said, “Surprise me with something fruity but not too sweet,” and Rachel delivered a cocktail so good, I briefly considered proposing to it. She described it like she wrote the drink’s biography. I believed in that beverage. Menu Mastery: She knew the menu like it was her favorite Netflix show. My indecisive friend (you know the type) asked, “What’s good here?” and Rachel didn’t just give a list — she gave a passionate TED Talk. We ordered everything she recommended, and it was all 10/10. The pizza? Glorious. The wings? Life-changing. The dessert? Sent me into a spiritual experience. Vibes: Rachel didn’t just bring the food — she brought the energy. She was funny, fast, genuine, and somehow managed to make us feel like regulars on our first visit. You know that friend who always makes every hangout better? That’s Rachel. But with a serving tray. Even when the place got busier, she never missed a beat. Drinks refilled. Plates cleared. Jokes delivered on time and in perfect comedic rhythm. She deserves a gold medal in multitasking (or at least a “Server of the Millennium” sash).

Final verdict: If you’re going to Boston Pizza in Waterloo and you don’t ask for Rachel, you’re doing it wrong. Honestly, I’d eat a plate of cold broccoli if Rachel brought it to me with her signature smile and sass. Thankfully, the food is amazing — and with Rachel serving it, it's practically gourmet therapy.

So yes, 5 stars. Rachel, you’re the MVP. Boston Pizza, please protect this woman...

We had the worst customer service experience of my life tonight at this location. I’ll start by say the food was amazing. ALL ISSUES are with our server (Lindsay C) as well as the acting Manager (Carolina). Our service gave nothing but attitude and annoying with us the moment we expressed our wish to use a coupon provided to us on the Boston Pizza Loyalty App. She proceeded to walk away before even finishing her sentence. She’d ask us how everything was and walk away before we could even answer. Our drinks were not refilled or checked on for the entire meal. We had to share with others at our table just to have a drink for our entire meal. But that’s all forgivable. That can be chalked up to a busy night. What was not forgivable was her attitude. She took my phone for the coupon code so she didn’t have to write it down. Then had my property for over 15 minutes coming back to ask me 4 times to re-open my phone. I even commented to write it down. So not very COVID restriction friendly and they claim to be big on. That and she had my phone opened and left out of sight with it for that long. She gave attitude and would huff at us any time we’d ask how the bill was coming. Our table was 6 feet from the servers station and I could hear her bad mouthing us with cursing to her manager Carolina. Not smart when you’re in customer service. Make sure your surroundings are in check. The manager on duty then came to our table and proceeded to tell us why she did nothing wrong by giving us attitude and taking our phones/wallets for over 15 minutes out of site from us. Told us it’s our fault that attitude was given. Then as we were leaving, even the manager Carolina’s final words were “well I’m not gonna say, have a good night”. Absolutely unacceptable for any customer service manager. Neither Carolina or Lindsay should be on staff if you want any sort of success at this location. We’ve been going there at least once a month for years now. We love the food and normally our server Chris is amazing. He kept us coming back. But after this trip, I can’t see us returning just to be talked to and treated this...

Had lunch with my wife and 7 year old son (this info would be relevant in a moment) on the 27th July 2024. Handful of people there, both inside and outside so not very busy. Observed two of the tables outside also had young kids (also relevant in a moment). Ordered drinks and food. Drinks came pretty quickly but it took about half an hour before we received our meals. Server was very polite and friendly but didn’t mention the delay and didn’t apologize either. We observed that the table next to us with several kids were also experiencing a delay in getting their meals. Server brought over some fries for them and apologized for the delay in their pizza. And they were seated after us so found that a bit odd. One of the food items we received was wrong, but they all tasted great, including the incorrect one, so we didn’t mind. My only pet peeve was the music being played. Two songs came up while we were there: Stay by Justin Bieber and I’m good by Bebe Rexha. Both songs had a radio edit and a profanity filled version. We had to listen to the profanity versions. Not sure about the kids at the other table but I don’t appreciate my 7 year old being subjected to it. Didn’t think it was appropriate. My wife and I hadn’t been to a Boston Pizza in years and after this experience (delay in food service and choice in music) we won’t be coming back anytime soon. Again, the food was great, place was clean and welcoming and our server was polite and friendly so at...