Boston Pizza International
Reviews and Complaints

Placed pickup order online from BP Walnut Grove, Langley, B.C. on June 3, 2018 @ 12:59 for pickup @18:20.Got the order @18:39.
The order was Chipotle Bacon Penne & Pesto Bacon Bowtie.
I asked the hostess who went for the order to please check that garlic bread was included & also a chicken breast for the Pesto chicken as they were missing on my last phone order May13.They assured me the items were included.
I arrived home to once again find there was no chicken breast.
Think the food is great but the service is frustrating.
We often eat @ BP in Guildford area of Surrey where the food & service are as they should be, but Walnut Grove is closer.
Richard Hough

Appalled and disgusted by a manager at vancouver location who right off the bat was accusatory. Not introducing herself! Immediately using loud tone, not letting customer even say "this is not true" "no one came" wouldn't listen. Accused! Yelled "oh maybe supernatural forces!" yelling on phone. Threatened to tell gm her story so "gd luck with urs after." kitchen manger called after "saying I would like to resolve this" I said rather talk to gm david when in. He said "if you don't talk to me I will blacklist you from this location and future deliveries if u refuse to talk to me." he said you "both conducted urself inappropriately" I said when ur sitting at home waiting for pizza and u out of the blue have a manager call and not listen but yell driver came, ur saying no! No one buzzed, no man here, no pizza outside of door and she starts accusing you of "free pizza" calling you a "psycho" and "ooooh maybe supernatural forces ate it." I have never in my life dealt with such disgusting behaviour and am appalled by this amazing customer service! This girl shouldn't be working as a manager on this floor! I'll be the first to admit what I could've done differently but after all she said before I swore at her, the manager was not ok on any level. She is in this role for a reason! How she handled this and then to be harassed by the kitchen manager and threatened when I said I would rather talk to manager was awful!
I have records of calls, checked my buzzer system, videos of same showing it's working fine. I have missed call text saying I buzzed myself from downstairs and it worked!
I don't want free pizza! She said "you know we don't just give out free pizza to everyone" what's that mean! Everyone on my floor, I know. No one got pizza. I had a tip out. So do their drivers just leave it and leave it at door?
Driver "thought it was suspicious" caller "mgr" if she felt that why did she leave it? What did she find suspicious about it? Even then why didn't they call the customer?
Video footage from strata property manager does not show anyone between 2:30pm when call was made to when katie called at 3:30pm showing any footage of a pizza delivery or anyone in the elevators coming to 10th floor with pizza.
But as per katie and her initial rude phone call i'm psycho, a [censored] and made supernatural forces buzzed delivery person in, I said no man here she said maybe ur psycho get off ur sofa and check ur door!
But i'm supposed to keep calm after all she said? I said you're a [censored] and you are rude and shouldn't be in this role. I said I have never in my life ever experienced this to which she replied "bla bla bla"

First call: yeah you ordered pizza. Our driver came. Buzzed and man answered and said drop it off at door and leave. I said i'm here, my phone didn't ring and I got no pizza! Yeah driver thought it was suspicious and called me. I again said no one buzzed 2117, no man here! Oh yeah supernatural forces maybe! She said well we delivered it. Not our problem we don't go around giving out free pizza. I said excuse me ur accusing me of lying? I swear I didn't get buzzed, no man here, i'm the customer listen to me!
She kept yelling, talking over me! I'm in so much shock right now that boston pizza hires ppl like this to deal with customers! I have two credits from a lady from the location. Is this a racial thing? From my name maybe she assumed I was muslim? Or knew last who gave me free pizza was a friend? I'm not sure why she acted the way she did! Then travis if you don't talk to me I will blacklist you! I did nothing wrong! She called me names first and i'm supposed to listen to her as she doesn't let me talk?

No pizza was delivered!
I have all phone records
No one buzzed me
Video footage 2:30-335pm shows no one in lobby let alone coming up to my floor in elevator
Everyone on floor did not receive pizza!
I have video of buzzer working and call coming to my phone
When I told travis I want to record this call he said he didn't feel comfortable

One thing to call and say i'm katie the manager (representing boston pizza) but to call and accuse immediately
I knew right off the bat with the tone of voice she used and her story that there was no delivery! All a lie! Now the question is why?
Racial?
Why did she say free pizza?
Credit for two mediums wasn't even discussed or how can we resolve this? Nothing. Call was an attack, accusing me, threatening me. I've left two messages at corporate office!
I never go this far with a complaint but with what just happened to me and how they went at me and threatened me when I was trying to say I didn't get it, no one buzzed they weren't having it!
Psycho? Bla bla bla? I'll tell david gm to call you after I tell him my story you can say what you want and laughed

I am so livid right now! Kitchen manager calling what is that about!?

Two thumbs up grandview highway boston pizza!

A manager would say you have another credit can we send another one
Or you can pick it up even though first one superforces ate.. But nothing

Katie when I called back second time to ask for her last name... Girl who answered said I can't give it out. Katie case to phone and said "I work here, try whatever, won't work."

I did not call yelling and screaming when I put order in. Verified addy; buzzer, unit and floor number bc of last timevwhen their driver called in sick and kitchen staff came to deliver, buzzed and sat in lobby for 20 min.
Looked to c if I saw her outside and she wasn't outside. No idea where she went. She had never done a delivery before. Called store they said she was there. Saw her in lobby to the side 25 min later. Manager naseem I think her name was, was very kind and professional. Said I can give you a credit to which I said that's not why i'm calling. She was kind enough to give me a credit. Handled it well. Never any issues with staff answering the phone, deliveries etc

This one took the cake!
Disgusted by katie's call!

I would like this addressed please!

Tell katie I don't want her free pizza. As of today I had credits of two medium pizzas one superforces ate!

I will put this on fbk
As nurses who work close by we go here for lunch with our team and this will no longer happen! I will get everyone to share my post on fbk!

I will file a complaint with bbb. Not for free pizza or a credit bc I cannot believe that this girl is representing an organization like this! This is what boston pizza teaches its employees and especially a manager!

Then call back to threaten me to blacklist me when I said I don't want to talk to kitchen manager but the gm.

You never call a customer and accuse and call them psycho when they are trying to tell u
No one buzzed, no man here to answer my phone... No pizza outside the door!

Then got kitchen manager to call bc she knew she messed up by swearing and blaming it on supernatural forces

She is gonna do whatever she has to get out of this! After she swore and called my psycho and accusing me
I did call her a [censored] bc the way she was going at me on the phone was so wrong

My theory:
No delivery was ever made
No one buzzed
No man answered
No one came into building
No one to 10thfloir

Video of buzzer working
No one in video footage in lobby or in elevator coming to 10th floor
Pic of missed call from buzzer that I went to check after this attack I have as well
Why didn't I get the call?
All lies!

If katie wants the credits for two medium pizzas pls give them to her!

Clearly this is about something more!

Where did old manager go that gave me credit?
Is there some internal conflict?

Racially dominated?

She said boston pizza doesn't give free pizza! Where did that come from and why?

I'm confused!

Katie should not be in this role at all!

I'm actually quite scared after her two calls
That she has my number
My addy
Buzzer number

And if any action is taken I feel that this individual from how she started off the call, her tone, choice of words would retaliate!

If I feel after today that i'm getting unknown calls on my phone or someone using my buzzer number or leaving threatening messages I choose to believe it's from her!

I am sitting here on a sunday!
Hey didn't want to cook so i'll use my credit at boston pizza!

Thanks for ruining my peaceful evening!

2:30pm ordered
3:30 exactly "driver was suspicious" buzzed me! Man answered

Funny on my floor my neighbours even pointed out if she came up here there would be pizza. We have been living here for years. Ppl have canada post deliveries and others and leave it in front of doors
Til this day we have never had any issues like this. A man answering and her coming in front of my unit and dropping pizza and leaving and then no pizza!

I think for whatever reason katie thought
This story might stick and that I would just be ok no problem.

I didn't even ask about other credit
Or what now

She was too busy discussing super natural forces!

She started with psycho comment
And super natural forces
Wouldn't let me talk
And say no this isn't true

Someone has to call her a c*! At this point which was not right on my part but i've never dealt with a manager who makes a call like that
Ooohh supernatural forces took it ooh
Bla bla bla

Disgusted!

On may 20th, I came into the lounge to have a drink with my gf. We had good service from the lounge but she was fighting with her manager; a short, fat with long hair
Native, and the manager was not giving the server a break, the my server proceeded to drink on shift with the table behind me and took a shot with them. She also drank the remainder of my fish bowl in the shaker cup; which is gross that she is drinking out of it. The server said that the management was corrupt and that she and everyone else can get away with literally everything as well as forging temps for the food, the drinks were also made way too strong and she filled the fish bowls to the rim instead of being properly made.

May 13th, 2018 7:30pm I visited Boston Pizza at 3215 Gaetz Ave. Red Deer Alberta. Our dinner party consisted of 3 adults and one child. Service was good at the beginning of our visit with a very pleasant waiter. Our beverages and food arrived quickly but refill and condiments took a while to get to the table. In fact, when my second glass of water finally arrived it was delivered by the manager and the liquid in the glass was utensil polishing vinegar.. a clean glass with ice, a straw, and full to the top with utensil polishing vinegar. I could not smell the vinegar as I used the straw to drink and got a mouthful of polishing vinegar. My husband took a taste as I sputtered and he confirmed it was vinegar. When the waiter returned to the table I made hime have a taste as well (from his own straw). The waiter was unaware of the source of the problem as the manager brought the water(which was polishing vinegar). The managers reasoning for the mix up was the staff use water jugs to contain the vinegar used for polishing utensils.. I asked the manager if he had ever heard of W.H.I.M.S. and that it is an unacceptable practice to use a food container for a polishing solution. Does this restaurant not operate a commercial dishwasher and do they not use a final rinse agent! Polishing utensils by hand poses its own problems..for example do the food handlers find time to wash their hands before the job of polishing. It is my request that management of Boston Pizzas refresh their knowledge of both H.A.C.C.P and W.H.M.I.S. and put safe food handling practices into use at their restaurants. The manager was apologetic and did pay for our meal.

Hi. I just waned to say I have been a loyal employee for quite some time and have usually been very happy however after the new raise in Canada our restaurant manager has changed the server/bartender tip out to 5% to the kitchen on total sales. I cannot understand why a bartender would tip out the kitchen 5% of alcohol sales and 5% of food sales. I am totally ok with the 5% of the food sales as they work hard and deserve that money but for a bartender to have to give 5% of the overall sales including 5% of alcohol sales is outrages. The servers have to tip out the bartenders 2% of the alcohol sales but then give another 5% of alcohol sales to the kitchen which makes no sense. I was told that instead of giving the kitchen managers a raise as they already made $14 per hour they will now receive 5% of overall sales from the servers and bartenders. Basically the company is double dipping out of the server and bartender hard earned money to pay for raises. I am going to try and get it recorded on video of the restaurant manager saying again the reason is to pay for the raises so it does not come out of the companies pocket. The previous tip out was 2% of just food sales to the kitchen and if you are a server another 2% of alcohol sales to the bartender which is the standard to most bars and restaurants. I have never heard of a kitchen worker getting 5% of the alcohol sales from a bartender who actually made and poured all the drinks. It is honesty like they are stealing and I do not think it is even legal to use employee tips to pay for other things in the bar. I will do my best to get this fixed but I will need help. I emailed CP24 and CTV news as they stuck up for Tim Hortons employees and hopefully they can help us as well.

Good evening, this evening I was out having a nice evening with my family and had a slight alteration with one of your managers of the old Albert BPs. We were told that she was a manager of the old BPs by one of the staff members at the carstairs pub. She wanted to play a VLT that my mother sister and I were playing . She because very rude and started swearing at us . At one point she told us that she would remember our faces and that when we came to "her" restaurant that she would make sure that herself and the staff would spit in our food. We do not know her name . Her description would be a heavier set lady with shoulder length hair and glasses. Not sure what your policy is . But as a manger telling customers that you would spit in their food isn't something very professional. It's unfortunate because we go to the olds Boston pizza quite frequently. Now we will not return and my mother is very upset that one of your staff members could be so rude and terrible . Your attention to this matter would be appreciated. You can call me with any questions you may have . At the end of all of this she was removed from the pub .

Sommer Boksteyn
[protected]

My son, my girlfriend and I were at this Boston Pizza on March 24th 2018 at 9:30 pm and had ordered our food and waiting on it to arrive. A mother was asking for the bathroom and that's when her little girl vomited all over the floor. And wouldn't you know it our food comes out at just that time. And the vomit is pretty much four feet from our table. So we wait for it to be cleaned as we can't really eat because we are very much grossed out. All the staff stand there like what do we do for a good few mins. Finally after about five mins the manager shows his face o my to stand there and look and not come up with anything to do. So now I'm getting a bit upset as my family can't eat due to this. I get up and say to the manager I'm just gonna take our food over to another spot where we don't have to see this vomit all over so we can try to eat as it's been well over seven mins and the vomit items still there and our food is getting cold. He says absolutely nothing to me at all. So I tell my family to move and we do. The vomit stayed on the floor for a good 15 mins before anyone cleaned it up. We had to take it upon ourselves to do anything to try and salvage our meal which we didn't eat much of needless to say. And I've been there many times and won't be back to that one ever again. The manager needs to learn how to handle something so simple to rectify. Not happy. And my son sent in a complaint that night and put my email and I still haven't heard anything of it. So that's why I myself am sending another in hopes to hear something back

I am very concerned and offended by the treatment I witnessed towards a staff member named Jeff. It is evident that he is disabled and the staff showed little patience or respect towards him.

He came into the bar and announced he was late for work and a dark haired server rolled her eyes and said "what are you doing standing here if you're late?" and proceeded to exchange glances with another female employee who appeared to be a manager (she was wearing business clothes and had blonde hair).

As the evening continued the staff repeatedly barked at him to "watch out" as they would approach him ("I'm behind you" was customary towards other employees) and as staff socialized they ushered him out of the bar several times as he tried to be a part of the conversation. To that point, I understand he has a job to do but so does the staff that was fraternizing. The rules should apply to all, not just those that "annoy" people.

There was one server that was very engaged with Jeff and asked him how his day was going and had a conversation with him. She was patient and kind and is a great example for other staff. Although this is a complaint I will say she was a bright spot in an otherwise terrible situation. She was petite with blonde and dark hair and will be the reason I will continue to frequent this particular location.

I encourage you to contact me to further discuss the poor treatment of Jeff and would like to emphasize that Boston Pizza must do a better job of training staff to accept and not tolerate people who are different than themselves. The hostility I witnessed towards Jeff is not only inhumane but it is illegal. As a patron it makes me question what is going on behind the scenes and what the organization is doing to encourage inclusiveness for all.

I made a purchase at the Boston Pizza at the Americana on Lundy's Lane in Niagara Falls (Order #519, March 2, 2018 @ 19:39). The order arrived about 10 minutes late, the pizza was stone cold, it had so much spice it was barely edible for us (we get this perogy pizza all the time and usually love it), the family salad had one tiny dressing (not even enough to coat half of the salad), the salad was warm (it was Cesar, it should have been cold), the chipotle bacon penne was cold as well.
I called and spoke with the Manager of the store that evening (her name was Belle), she assured us she would note the concerns, that the cook likely put too many cactus cut potatoes on the pizza, and they weren't sure why it was all cold because they hired out the delivery service. She apologized for the inconvenience, and assured me she was sending a $50 gift card (Considering my bill was $52.29) in 2-3 days. It has been 3 weeks. I have not received anything.
I would like to know what you plan to do to correct this situation and retain my business and customer satisfaction.

My boyfriend and I my daughter and my two best friends went to wing night on Thursday night March 15th at 20 after 5 in your new Midas location we did not make a reservation due to the fact that I was working and didn't know what time I was getting off I called my friends and we met them at Boston Pizza by 20 after 5 when we arrived they were in the dining area I told them that in order to get wings we had to go into the bar area we talked to the lady at the front desk who had seated us about going into the bar to get wings she said she didn't know if she had any seating and asked if I'd made a reservation I told her no with the reservation she said to give her a moment and should be right back when she came back she told us to follow her that she got a table ready for us we waited a very long time in order to get served not only drinks but our food as well finally our drinks came and then eventually our food when I receive my drink I ordered a root beer it was flat there was no one around that I could ask to get it changed when they finally brought the chicken wings to the table we were so finally relieved that we were going to eat that I forgot about ask them to get me a fresh root beer so I ended up drinking a flat root beer all five of us ate our food and was planning on purchasing More Wings but one of the waitresses told us that we had to hurry up and eat because they had a reservation at 7 and made us feel like we couldn't take our time to eat bye 6:40 another waitress came by to clean up our chicken bones in the baskets I looked at her and asked her if we could have another order of wings I was quite surprised because normally when we have visited your restaurant before before we're out of wings they are asking us if we want another order but tonight was different they avoided us like the plague and I even noticed that they were over by the cash register whispering and looking at us we finally got another order of wings at 10 to 7 we ate them we would have stayed for dessert but we felt like we were being pushed out the door by not getting very good service one of the waitresses brought over my daughters my boyfriend's and myself refills even though I haven't even finished half of the first one I was drinking the second drink that they brought me as well was flat they did not ask if my two friends wanted anyting my friends had a bad experience about a year ago and have not been at your establishment until yesterday giving it another chance because of me and my family and once again they've had another bad experience this really upset me and my friends I have been into your establishment many times during wing night as well as other times and it was not as busy as what I've seen at different times so to see this Behavior really deters me from wanting to return

I ordered Thai chicken bites from your restaurant on Ontario street in St Catharines Ontario for pick up for my birthday dinner and when I got home I opened the container to burnt, over crispy bites with barely any sauce on them. I'm very disappointed because I got all the way home with the order and I can't even eat majority of them. I'm very upset and disappointed.

I had ordered delivery from bp akroyd in richmond bc. 1st off my order was not complex. I ordered a med pizza half cheese have pepperoni, crispy pecan salad, wings and chocolate explosion. I asked the lady to repeated the order and one she got 2 out of 4 items incorrect. How do you get a pecan salad mixed up with a ceaser? Then she told me delivery will be 45 min. Still waiting and now its been an hr (if it was going to be longer than an hr, I would have picked it up) I called the restaurant to find out what was going on and the same lady answers and just hung up on me. Called back and she said pls hold ill check. Waited 5.48 min on the phone and she hangs up. Called back and she said oh what was your question? I had to repeat my self 2 xs for her to finally say oh what order? (are you kidding) she said hold on ill check, and walla what happends hangs up.. Now im pissed. Called back demanding to speak to the manager and before she transfers my call she called me a [censor]! Wow great customer service. Im sorry im not going to be polite if your going to keep hanging up on me and not doing what you said your going to do. Spoke to the manager she said oh let me call the delivery person ill get back to you. Waiting another 30 min and they finally arrive. Now its been an hour and 36 min since I first called. (45 min delivery, right) then the lady goes to the main door and rings the bell. Where I specially said side door and do not ring the bell. My inlaws are sleeping. Anyways so she came miserable and angrey. I asked did you speak to the manager? R you giving a discount? She walks away gets in her car and drives away.. Wtf.. Dont have my food. No explanation oh and did I mention I have 2 kids 4 and 7 who are starving at this point... Called the manager back and I get call tomorrow and speak to the general manager.. I have been coming to bp fpr many years. Dine in or take out delivery and this is the first.. Very very disappointed in your company. I think you have lost a very valuable customer. But lets see if any of you care about the service your franchises hold.

Very disappointed in the service received at the yorkton Boston pizza . As a party of eight and being turned away when only a dozen or so people in the resteraunt side of the establishment told that in a half hour a party of fifty or so was to be ariving... as I looked around and make it clear there was a lot more room than they needed for our party of eight as well as the large reserved party the continued to tell us we could not be seated... as a loyal Boston pizza customer I am sad to say we are now eating at mr mikes where we were delighted to be seated when we arrived

Took my family for dinner, saw the new whisky chicken burger, thought I would give it a try. Flavors were really good, although after about my 4th bite i realized this chicken had some issues, really hard and had some gristle to it, like extreme( only way i can describe it was freezer burnt badly). I let the waitress know, she said she would check with the kitchen, lone behold, when my bill came there was no change and no apology or anything.

I took the receipt and thought i would do the review just to advise on it.
wrote the complaint in my review and selected that i would like to be contacted regarding this via email.

7 days later, i get a generic email advising

"We understand that you recently reached out to us with feedback or an inquiry. Although we attempted to get in touch with you, we were not successful.

At Boston Pizza we are always striving to improve our Guests' experience. If you still require further assistance, please call the restaurant directly and ask to speak with a manager.

Thank you, "

Note: I did not get a call/email or anything (and yes i checked my junk mail)

I would say that this is not an effective way to "improve our Guests' experience"

dining experience was on Oct 30.

To be honest, i am not sure if a refund to my burger would be enough to rectify this a this point. pretty unlikely that i will be going back ever as im not about to spend money on potentially tasting that again. but also im in a small town, so word spreads quickly. and i also work in the customer experience field.. i know how this should work, should have worked in a business that wanted a return customer. Im not upset now, just find it unfortunate that its so difficult to advise that this food was so horrible.

Hockey team booking and preordering with Coquitlum store. Was told that you can't get the 50% off deal for the second pizza because it is for take out or delivery only. So you lose 17 hungry teenagers and their families for their team dinner. I guess the competition in the marketplace must be pretty low if you can turn away that kinda money. Won't be back.

We had dinner before a football game at the Beaty Street location in Vancouver with a large group of friend. Service was wonderful but food, not so much. Nachos were cold and when the burger arrived the fries were cold and when I opened it up to put pepper on it I noticed the "Dab" of mayo in the centre of the bun. No one should let this out of the kitchen. see picture.
Not good...

I was at a bday party last night for my grandchild ...i went to the ladies room ..which was filthy ...garbage overflowing..on floor...i went into middle stall ...as I opened the door a metal advertisement frame swung out and smashed into my arm ...it has caused a bruise on my arm ...it was bent all over and it was clear to me had been broken for sometime...what scared me is it was swinging loose right at face level for a child ...it very easily could have caused eye damage to a child ...the restaurant was full of children included 3 of my grandkids ...i was disgusted ...i made a complaint at the restaurant ...

My husband was fired due to me but the manager was rude and disrespectful and discriminating my husband there are other employed does not wash hands even coughing and over food the manager is rude period she should not be employed at all if that is the case and also lied to my husband in the interview about getting paid 13$per hour . The manager Jaime was so rude and said she not playing this game cause she knows why I was talking about she should not get away with things like that and the food is also Moldy and not cooked right at all half employed aren't foodsafe at all

I made an order for delivery to the local Boston pizza in Dawson creek bc Canada
I ordered Bandara pizza bread with bolaneasis sauce (meat sauce) and Thai chicken bites
My order took an hour long my food was almost cold
After I received my order I did not have any dip for my pizza bread
I than called to see what he would do in regards to my inconvenience which he said I would need to wait another hour to receive it
I am in Dawson creek for work I work 4 am when I recieved my order was 930 I'm staying in a hotel I do not have any means of reheating my pizza bread so therefore I was expected to eat cold pizza bread which was awful
I had even asked for him to send me new order an I would send the first one back
Even though i would have had to stay up even longer for my dinner all the while I would still need to be up by four am

Every time I contact this company they deny me delivery. Last night I attempted to get delivery and it was late. I was rejected which I thought was reasonable. This morning at 11:10 am I sent in a request for a pizza and a cheesecake. I was called scant minutes later and told they did not offer delivery till 12, at almost 1 I received my food. Just now at 9:20 pm of the same day I called in to have a pizza for a friend, with an allergy who I know can eat there, and was told they only deliver until 10pm. I am 10 minutes down the road. They are neither to far away nor is there not enough time to come to my location. I was once more denied service because their driver couldn't make the delivery in the time. If I can walk to their venue is less than twenty minutes than they can most certainly drive to my location with a car before forty minutes, the end of the shift, occurs. I don't know what is wrong with that company but you would think if I was reasonable the first time and have had nothing but rude answers to the phone, and denied service that something is wrong. I work in customer service, I know you do not treat customers in such a way. I have never not paid my bill, I have not been rude and I have been reasonable but at this point it is getting ridiculous, I would prefer Boston pizza but given their attitudes I will be switching to another franchise until this is resolved. The address is: 247 Boul des Grives #2A, Gatineau, QC J9A 0A1