Boston Pizza — Restaurant in West Jasper Place

2nd edit: the manager emailed me, apologized, and refunded my money. It took almost a month to get a response. This review was my last resort after trying multiple times to get a response from BPs with no luck. It was unfortunate that the review was the only way I got a response.

Edit: thank you for your reply. The complaint I originally submitted on June 11 was through the Boston Pizza Guest Services (the link you provided). Not sure why it wasn’t investigated to begin with. I tried to resolve this directly with BPs using two different methods, and now that I leave a negative review you’re interested?

I sent in a complaint to BPs on June 11 because of a horrible experience with delivery. I received and automatic email saying I would hear from them within 2 business days. I have yet to hear anything. I sent another email to “guest services” email that I received in my automatic email on June 20. Still nothing.

On June 11, for my son’s birthday, he wanted a meteor pizza. Instead of ordering through skip, which is what I would normally do, I ordered directly from BPs. The location was: 17002-90 Ave in Edmonton, Alberta.

I placed the order at 4:55 and received an email stating it would be delivered by 5:51pm.

When the time came, I went to my garage with the door open and stood there waiting. We just had our sidewalks redone and the cement was poured that day. I thought I’d better meet the delivery person out there so they didn’t have to worry about trying to get to the house. The sidewalk was covered in plastic because it was raining.

I waited until 6:30 when I finally called BPs to find out where my order was. They called the driver and told me he’d be there shortly, that he had other deliveries to do.

Finally at about 6:50, an hour late by this time, he arrived. He got out of his car, proceeded to walk up to the sidewalk at which time I told him not to walk on the sidewalk. He dismissed me and said, “it’s okay” and without hesitation walked on the sidewalk.

I took the order and went inside. The food was cold and soggy. It was disgusting. I threw out half my chicken fingers, didn’t eat the fries at all, and the pizza was just as bad. Soggy, cold, and gross. Clearly he had been driving around with my food in his vehicle for well over an hour.

At this point we’re starving and it was already 7pm. I decided to put in a complaint/review and requested contact.

I was so disgusted by the entire experience. I even tipped the driver when I placed the order - that was a...

Our issue this visit should have been such a simple fix, but it turned into such an incredibly disgusting interaction with the “manager” on duty. We had 3 adult meals and drinks, plus 2 kids meals. It was my son’s 6th birthday and he was very tired, but insisted on his favourite pizza. We were with my father in law from out of town. So this dinner should have been low key. My husband ordered a margarita. This had to have been an accidental make of the drink because it was as if salt spilled into it. It was not drinkable. My husband tried to be polite with the server and told her it’s awful and if he had to drink it, he would try. But my issue is, the moment someone is unhappy with a drink or meal, you automatically ask if they can offer an alternative so that the person is satisfied or to take care of it. This was not offered. The bill came and he noticed it was not taken off despite not being consumed. Again. This was not a preference, the drink was not drinkable. The server apologized, but said the manager would not take care of it. So we asked to speak to the manager. The restaurant was empty and she took a long time to arrive. And when she finally did, she stormed to our table and was straight up defensive off the hop. No apology. We couldn’t even explain the situation before she abruptly interrupted and said she can’t refund because we already paid. If she had been listening, it was more about being heard and understood that the drink was all salt and couldn’t be consumed. Maybe to talk to the bartender in case it is an issue on their end. We were not trying to make a big deal, but she snatched the receipt and stormed off. She shook her head to the group of staff standing by the kitchen, fully annoyed, as if to assert some type of dominance. It was passive aggressive. It was in front of our children and completely wrecked the vibe of our low key night for my son. There is no excuse for this. Families should be able to enjoy a meal and people should be able to communicate in a respectful manner. Customer service 101 is to listen and perhaps find a solution. Not make a scene. Not wreck someone’s night, because quite frankly what if people don’t get to do this often or with people they don’t see often. In this day and age there are options and people are picky about where they want to spend their money. This location has been a staple for our family and we will...

I have been craving BP's spaghetti and meatballs for a while now. We used to dine there regularly, but have fallen out of habit. Tonight, with the entire family together, we went there. The service was a bit lacking. Three people in our party had ordered side gravies. Two of them didn't get any with the meal. When they requested them, the server brought only one back with her. Not wanting to make a fuss, they shared the two gravies between the three of them. That was minor.

The "spaghetti" I had been craving and why I voted for BP's in the first place, was not spaghetti at all. I didn't know that bucatini existed before tonight (someone in our party googled it, as hollow spaghetti was just odd to eat and no one believed it existed as a type of pasta, very different from spaghetti). It was just awful. The noodles were very soft and not at all like any spaghetti I've ever tasted. And eating it was challenging as you couldn't suck the noodles into your mouth at all (the hollow pasta turned the noodles into pasta straws basically). Not enjoyable at all. The sauce was great. The meatballs were tasty. But I couldn't eat more than a few bites of the noodles. Worse to come was that the server didn't bother to even ASK why the dish didn't appear to have been touched, nor why I didn't want to box it up. She never once asked us if everything was okay or if we needed anything else. Overall, I used to love Boston Pizza. And, one day in the future I'll probably go back. But this was a special New Year's night for the family, our last together for a while, and I'm sorely disappointed. I wouldn't recommend it for any special occasion that you would want to be...