Boston Pizza International
Reviews and Complaints

The on-line ordering experience was great but when I arrived at the location, the staff claimed that they were "struggling with their system".

A young person tried to hide this fact by asking what I had ordered so that he could go to the kitchen to "track it down".

He came back after a long delay to proudly tell me that it was now in the oven. When i asked to confirm that it was thin crust, he ran back to the kitchen to "check".

After yet another long delay he came back to tell me that they had remade it and that it would take another 20 minutes.

I had a car full of hungry kids for a 9th birthday party and drove them home so they could start.

In the end, the pizza was ready 75 minutes after the original scheduled pick up and to make thinks slightly amusing, they handed me the pizzas, forgot to take payment, apologized and told me to have a nice evening. Just to make sure I was honest, I asked whether they were giving me the pizzas because they were so late. The young lady quickly said "uhhh no." She rang up the full charge and sent me on my way.

I have never registered a complaint to a restaurant and I often like to send in affirming notes when service is good. In this case, it's the second time I've had a negative experience at this location so I'm wondering whether it might be a policy or training issue. There was not an over 20 employee present at any point and I'm hoping a manager would have done more in this type of situation.

Our family has enjoyed your chain in the past but this has definitely impacted our opinion.

My boyfriend and I went out to have an early valentine dinner.. our waitress come to our wobbly table took our drink order but didn't know any prices on the beers came back asked us what we would like we ordered our meal there was no asking us if we would like an appetizer witch we ended up asking for got our $6.79 Caesar salads witch didn't have much dressing on them then came our meals that were OK nothing fantastic we were not asked if we wanted cheese for the pasta we ordered then we never seen our waitress again till we were done our meals she asked us if we needed takeout container we said yes, she brought them back only to walk away and get our bill she never asked if we wanted dessert witch we both wanted at this point we said why bother then we get our bill we were charged $2.00 for a paper heart then got $5.00 taken off we were not asked if we wanted this "PAPER HEART" and when we question the girl that wasn't our server she said "ya we just added it so we could get rid of them and you got 3 dollars off" well I'm sorry that not the point you should be asked if you want something before they add it to your bill...

Hello,
The business I work for is next door to Bp's Mayfield common in Edmonton Ab.

We like everyone have stock, which produces cardboard. I have to take that to the cardboard bin. A bin that Bp's and we share.

On a number of occasions the pizza delivery guy parks right in front of the bin. Leaving maybe a foot to walk through. My assistant manager has called to ask that it be at least 3-4 ft. The manager of Bp's said yes of course.

It still continues. As a good neighbor I asked the gentleman directly if he could park farther away from it. He said he parks far enough away and proceeded to walk away.

The spot in front of these bins is a no parking zone. I have not and do not wish to call by-law. I would just like it if he could just be courteous to his neighbouring businesses. Him walking an extra 4 feet to pick up his deliveries should not be to much to ask.
I thank you for your attention to this matter.

Regards
Deanna Phaneuf
Penningtons

We ordered a plate of nachos and the very top layer had limited toppings and all the other layers underneath had no toppings. We told the waitress about it and she came back and said the manager will give u 25% off because only 25% of the chips have no cheese. Really considering the fact that we could only eat the top layer of our nachos. We said we ordered nachos not chips and salsa. Not only that the manager would not even come over and talk to us and apologize. I will not be supporting this franchise again. This was on arygyl road and 75street. Edmonton alberta
I would like a response that this is being looked into and the quality of food is being served so other customers get what they pay for.
Thank you
Carmen
[protected]@gmail.com

Hi I visited new opened store right across the North York Centre with my friends and their family. I don't know what was wrong there. the management was horrible. Once we ordered foods, it took over half an hour to serve and worst case was we ordered kids menu for my boy but it took almost an hour to serve. It means that while we eat my boy was cried for starving. Finally kids menu was served but it was wrong food. We complained the waitress(sephora) but she just said that 'talk to the manager.' without apologizing her fault. Then the store manger(jim) showed up after 30 min we complained then he said that no charge for the kid menu then he was gone. I really love Boston pizza. I used to go there when it was in sheppard centre but this is not what I know as Boston pizza's service. This location needs more training for what the customer service.

Strathmore AB. Ordered good...Took a long time. When it came pizza wasn't fully cooked. Ordered steak for my wife..Well done. It came dripping blood...Was rare. Sent it back. Came out rare again. Was informed cook was only 15! What! Are they nuts there? What experience or training can a 15 yr old have? We weren't offered to recoil it. We said we would take it home to cook it, and was told that's fine. We were told we would get 5% off...Whoopie! Cheapskates.worst food and treatment ever and I'm 59. No 5%discount given at till. We paid for food not cooked twice, we had to take home to cook...No reprieve offered. I'm livid. Will never eat at any bp again...And shall spread the word online and as much as possible. ..As well as in person to anyone I meet.absolutely my worst dining experience in my entire life. A 15 your old cook? You guys are nuts, and the worst if you condone this treatment. [protected]@hotmail.com.

Came into Mission Boston Pizza, Friday January 20 @ 7:00pm. Three gentlemen at the bar, were intoxicated past the point of enjoying themselves.. one guy could barely stand.. little lone walk out the door on his own. Server holding him up telling him not to forget to tip big... I was astounded...I felt sorry for the guy when he handed her a fifty, with no change being returned...
My concern would be, SERVE IT RIGHT...? Watching beer and wine being served 15 mins apart, Game day special sizes... I watched 4 in 45 minutes... I'm not a restaurant owner... just a concerned patron...

Around 6pm on January 13th we attended Boston Pizza located at 50 Market St South in Brantford Ontario. We were greeted by a friendly hostess and seated with menus. We read the menu over and over. We waited and waited and never were greeted or acknowledged by a server. Another 4 people were seated behind me and my husband noted they were waited on immediately. We tried to get someone's attention without any luck. I wrote a note explaining we don't like being ignored, and walked out. Even then, the folks at the front didn't acknowledge we were leaving. That's a horrible way to treat good customers. Please note that the restaurant was not even half full at that time. Waiting 10 or 15 minutes for even an acknowledgement is extremely rude.

Dear Sir/Madam,

I purchased a plastic gift card online with a personalised photo for my parents Christmas present on December 8th, 2017, order number#1416559. I paid $15.99 for fast shipping.

When I rang my parents on Christmas day, they said they had never received a gift card at all. I called the help number and the woman on the phone told me that the card is at the local post office. I asked at that time if she could cancel that, and I could send an e-card that day, to not miss Christmas day delivery. If not, I would see if my parents could get it there when it opened. I also asked about a refund in shipping costs, as no one alerted me that the delivery was not made. I was provided with no tracking link to check that myself.

The customer service 3rd party for the gift card wrote yesterday (December 28th) that the card would be refunded. Which at this point was silly to do, as my parents could have picked it up. He was very rude and told me that no shipping would be refunded and I was welcome to buy an e-card.

I avoided an e-card because it was personalised.

I have been purchasing gift cards from you for many years, and its unfortunate that your 3rd party thinks they can treat customers this way, and not try to make right a wrong. I don't think I will be buying anymore gift cards in future for Boston Pizza.

Many thanks,
Lindsay

It's Christmas Eve. We ordered from our regular Boston pizza at Bentall in Vancouber BC. David the manager whom we know, took our order. We arrived 10 minutes to 8pm, picked up our order. I ordered 1 jambalaya no shrimp substitute for chicken, 1 create your own pasta Alfredo with spaghetti noodles add hint of pesto, and a garlic shrimp skewer.
We left with our food and went to our family's, ate dinner there, saved our Boston pizza order for when we got home for a late night meal... At midnight were watching television and eating our pasta and I tried to chew a piece and it wouldn't break, I instantly spat my mouthful out into my hand went into the kitchen and started searching through it and found a teeny tiny piece of brown plastic or glass, it's in a zip lock bag here & im not sure if I swallowed any prior to this cause the piece is so small. I've been freaking out crying on the phone with my mother, I was going to go to royal Colombian hospital but I have my baby sleeping. My mother has calmed me down but I'm very scared and I don't know why this has happened to me.

Usually I give a business 3 strikes before I decide to add them to my personal DO-NOT-CALL list. In this case, BP managed to use up all 3 strikes against it on one order. At 7:58 PM on a Monday night, not a time when most places are that busy, I decided to have a late dinner and craved some good pizza. Not content with the usual franchise offerings that provide deliver, I decided to give the new BP in my neighbourhood a try. After all, it has been several months since they opened and should have things running well by now.

Well, I knew they weren't cheap but at $40 for a 13" product I figured it was worth it to not have to go outside. I used the website to ordered and was advised the extra toppings would bump the usual delivery window from 30 minutes to 45 minutes. OK... that's quite a penalty to pay on top of the price for the extra toppings but I've had their product before and it was quite good.

What a mistake that turned out to be. After an hour went by, I called the place (it's just around the corner) and asked why it was taking so long to arrive. The dense chick on the other end, who identified herself as a supervisor, asked if I had received it yet. Incredulous, I informed her that was the reason for the call. She apologized for the confusion explaining that an hour is typical and most people call to complain AFTER they received their order. Oh, really... ?

Suffice to say, 90 minutes after ordering, the pizza arrived. Cold. Dried out. Inedible. Terrible to say the least. And that's on top of being expensive and slow.

So there you have it. That's how Boston Pizza managed to use up all 3 strikes on their very first time at bat: Expensive, Slow, Awful.

Hi there. I recently worked for boaton pizza capilano in edmonton alberta. After getting into a small disaggrement with one of the managers the general manager approached me infront of customers and procedded to yell at me. Making me cry of embarrasment . Which resulted in me walking out from complete embarresment. Bailey the manager i got into a argument with completley lied and made the story 10x worse then it was. I went and apologized to her after it happened and she rolled her eyes and said whatever. Yelling at your employees infront of customers is not something i take lightly . I was so embarrsed i didnt even want to go back to my tables. But i did. They asked me if that guy ( chris ) always talks to his employees like that . So i know they heard. Now so close to christmas i have no job because i was humilitated t the point i had to leave :(

On dec 9th my wife and myself and two friends went to bp lounge for beers, at 5oclock in the afternoon my wife asked for the music volume to be turn down and the bartender did so, than the manager comes out and turns it back up. Boston pizza is a (Sports bar no a night club) and the manager said it is to drown out people talking. It makes the problem greater, the louder the music the louder people talk. This bp has no heat in the restrooms in the lounge, so they were freezing along with no hot water to wash your hands. Boston pizza is a million dollar organization and this lounge is a joke.

Was totally disgusted on how kids are allowed to run around screaming in this restaurant, was there with three other individuals and will surely not be going back... felt like being in a daycare center.. This should never be allowed in restaurants anywhere.. it is certainly very disrespectful for paying customers wanting to enjoy an outing in peace. Will not be return.

I am a mother of 5 children. My oldest is 13 and the youngest is 1 year old. The whole family went to Boston pizza for dinner on a Saturday night. Yes it was busy. Food and service was fantastic. However the overall didni g experience was ruined due to the fact that I had to hold my one year old baby on my lap for the entire meal. I asked for a high chair for the baby and was told that all of the high chairs were reserved. A little strange.
I was annoyed and look around the restaurant a few times throughout our visit. Guess what 3 high chairs remained untouched and away for the duration of our meal. I was really not impressed. Nor have I encountered this type of situation before. I will not be back to Boston pizza anytime in the near future if this is common practice.

Good afternoon or morning:
I was sent a survey to address me concerns. Your survey did not address any concerns. Instead enraged me further considering you didn't listen. I have previously sent an email from Nov 26th regarding our encounter. Boston Pizza Langford, BC. My concern still isn't wasn't answered by Head Office. Why must you cheap out with your portions, on Nachos. We spoke out about the toppings and cheese to our servier, her reply was those are the portions from Boston PIzza. After only having 8 chips removed the plate was bare but over 80% of the chips remained uncovered. The manager at the street level Ryan Butterworth, was very helpful. Agreed, the portion size is ridiculous. But his hands were tied. Too have added cheese or toppings you pay for extra. Why, should I pay extra when I pay $20 for Nachos as they are and still no toppings. Please, answer the question...when will you change the amount of cheese and fixings or your Nachos? Or better yet lower the price...to $5.00 because that is the amount of money you spent making them.
Penny Hill
[protected]@shaw.ca

My husband and I were in a Boston Pizza, in Bridgewater Nova Scotia recently and asked for a couple of burgers. The waitress asked if we wanted to throw some cheese on those burgers and we say sure.

When the bill arrived it was 8.00 for a couple bits of cheese. It can be artisan cheddar for all I care, if there is a price added to the product then it should be clearly stated at the table.

When I complained.. I was told that they understand it must be very confusing.. talk about adding insult. It's not that confusing. Cheese. Price. Yes or No.

Due to the fact that I was ill today and did not have the energy to cook dinner and my husband and son were out of town my daughters and I decided to go through the list of restaurants in our area that we could order from... Kelsey's. East Mario's etc. We mentioned Boston Pizza and figured that we would go with that since we have ate there many times and never had a problem. We ordered 3 chicken parmesan's (2 with vegetables and 1 with fries) When it arrived it came to over 65.00 plus tip. (the delivery girl had no receipt..she had our order on her phone) The girl left and we brought our food into the house. We opened it up and thought they had misunderstood me, that they thought I had wanted the lunch portion. There was barely any pasta (half the container was empty) The (frozen) vegetables that came with our food were cold and there was barely any there.
The fries were undercooked and cold and hard. I was so mad that our food was thrown together with half of what looked like was missing. I got dressed (since I was sick on the couch hence the delivery) got in my car with my 15 year old daughter and drove to Boston pizza with the food. I was greeted byy a nice guy at the door who got the "manager" for me. I explained to her that our food was hard cold slopped together and it seems we got was the lunch portion because there is no way that is a dinner portion! (I mean there would have been no pasta if it was the lunch portion!) She told me the food was weighed and that everyone gets the same exact amount of food. I don't believe that for a second- anyone who would have received that food would have been very disappointed! The manager told me she could give me back my food and I told her I didn't want it back (it was back in the kitchen at that point) I explained to her that I have watched shows where people do stuff to the food when complained about and that I just want my money back. She told me that I could not get my money back. I asked to speak to someone that could actually help me instead of trying to give me back the crap food that I was returning. How can she be a manager if she can't even help me with my complaint? She told me there was no one I could talk to that this is a franchise. she was it. Since I got absolutely nowhere with this "manager" I was forced to leave our pathetically portioned cold hard food there and go home. No dinner and out 65.00 plus tip. I am absolutely disgusted with the way Boston Pizza handles their complaints! Every restaurant that I have ever been to has stated to the patrons in some kind of way that explains to them that in any way if they are unhappy with that restaurant then to contact a manager and they will make it right. This "manager" agreed with me that the food was not proper but then stated the food is weighed and there is nothing she could do and she could not give me my money back. She let me walk out of that restaurant completely upset and appauled that Boston pizza seems to have this " we will serve you crap take your money and if you are unhappy with it then too bad!" attitude. How can a business run like this and still be in business?!? I am out the money I paid for a dinner for me and my girls...How is that ok? We had to spend more money to get our dinner elsewhere! Which we enjoyed and wish we had chose them instead of Boston pizza from the start and I woud have still had my $70! The "manager" who couldn't help me or give me my money back could also not provide me with someone who could make this right. I am hoping that someone will contact me regarding this issue. Although you are a franchise, word of mouth is everything and I am very very unhappy with Boston Pizza. (to think my kids' school uses you as a fundraiser!) I never have anything to complain about but it's pretty sad that when I have a legit complaint with Boston Pizza it causes me to be out dinner for me and my girls, out money, getting out driving around with a chest infection, and now having to write a letter explaining this horrible experience!

My boyfriend and I attended the Boston Pizza in New Westminster after we had been shopping. I asked the waitress if there were carrots in the Broccoli and Cheddar Soup because I was allergic and she answered "No". When the soup arrived, there were large orange strips, and I asked her again if there were carrots in the soup and then she answered no and I asked to speak to the manager. The manager came to the table and I asked her and she said "No, those were cheddar" and I asked her why weren't they melting and she answered "I don't know". I then asked for the soup to be removed from my bill. The waitress nor the manager ever apologized or asked me for a replacement/substitution.

When we were finished, we asked for 2 items to be packaged up to go and they were the rest of the ribs and 1 slice of garlic toast. When I opened the box, the ribs, fries and toast were all placed in the same container and everything was soggy!

All in all, this was a terrible experience and the to-go items have gone to waste!

We attend Boston Pizza in Yorkton, Saskatchewan very often. However, the last several times we have been there we have noticed that the food quality and timing has deteriorated quite badly. On October 31st, 2016 I ordered a rack of ribs. The order came with cold vegetables and cold, tough fries. The waitrous was excellent and brought a fresh order of frys after I complained only about the frys. I hate to complain and seldom do and hope I don't have to complain the next time we go. We are very disappointed that at least three times now we have had concerns over food quality, serving each of us at different times etc. We are looking for improvements to one of our favourite restaurants!