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1.2 126 Reviews

Boston Pizza International Complaints Summary

8 Resolved
118 Unresolved
Our verdict: If considering services from Boston Pizza International with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Boston Pizza International reviews & complaints 126

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8:02 pm EST
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Boston Pizza International Management

I’m complaining that Boston pizza walnut grove restaurant treats its employees very badly. I was fired today because I am standing up for the young employees that are to scared to do so. Instead of firing people that they don’t want they cut their shifts. They have told me personally that they would not promote 3 employees because the manager said they were special needs. The manager phoned me at 10:20 am today to fire me and that I have to fire my so who also worked there. My son did everything he could to get promoted but was still treated like crap instead of getting what was promised to him by the main manager. The company also keeps a percentage of the tip pool meant for the employees. The also keep $1.50 of my delivery fees.

Claimed loss: Loss of income before Christmas for me and my son

Desired outcome: An apology and a correction for my son.

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4:45 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Boston Pizza International - Pizza

Hi! I have a disappointing complaint regarding Boston pizza of brantford. I always buy their pizza and leave detailed notes to ensure no issue, and I always will call in and bring the pizza back and show them the mistake to ensure they know I’m not messing them over. Usually the pizza is not well done or has wrong toppings on it so we simply call in...

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9:50 pm EDT
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Boston Pizza International Poor service

We visited the Alliston location on 08/13/23 in the evening and were very displeased with the level of service from one server. We were sat at a booth in the dining room and had a stroller with our sleeping infant tucked to the side. There was only two occupied tables in the dining room at this time. when delivering drinks, our server slammed them to the table as if she was frustrated. When walking away, she went completely out of her way to body check our stroller, waking our baby, and continued walking without apologizing or any recognition. after this incident she sent another server to finish our table for the night. Our food took over an hour to come and all of our plates were cold. We did not get checked on after our drinks came until the second server took over.

Desired outcome: I’d appreciate a response with appropriate action being taken. This was deliberate, completely unsafe, unprofessional and has ruined our normally great experiences with Boston Pizza. This employee should be fired.

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Is Boston Pizza International legit?

Our verdict: Complaints Board's thorough examination reveals Boston Pizza International as a legitimate entity with notable strengths. Despite a 6% resolution rate on customer complaints, which invites a closer look, Boston Pizza International stands out for its commitment to quality and security. Clients considering Boston Pizza International should delve into its customer service record to gauge compatibility with their expectations.

Boston Pizza International earns 91% level of Trustworthiness

Perfect Trust Endorsement: Boston Pizza International achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Boston Pizza International. The company provides a physical address, 6 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Boston Pizza International has claimed the domain name for bostonpizza.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Bostonpizza.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Bostonpizza.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

We looked up Boston Pizza International and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Bostonpizza.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • While Boston Pizza International has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 6% of 126 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • A user on Complaintsboards.com notes that they were interested in purchasing a product from Boston Pizza International, but after conducting a search on multiple review sites, they were unable to find any reviews or feedback. The user advises others to be wary of the company's lack of online presence and to consider alternative options.
  • Boston Pizza International protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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6:46 pm EDT
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Boston Pizza International Service

We booked a reservation at BP at Prince George BC Canada. No one told me about the 15% autograt. When I paid the bill, it prompted me to add another tips. So I ended up paid twice tips. Meal total is $438.41 and I ended paid $565.52.

When I tried to contact them, the answer is it has been paid out and can’t do refunds. This is just like robbers with the service they offered.

Desired outcome: Refund the double paid tips.

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12:34 am EST

Boston Pizza International Maternity leave

I have an agreement with my current location that I have 5 shifts a week. I am going on maternity leave soon so they have hired new bartenders for when I leave. For next weeks schedule they have drastically reduced my shifts and hours and instead have my replacements closing/taking all of my shifts. I am being replaced when I’m not even gone yet, just because they know I’m pregnant and leaving soon…

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11:24 pm EDT

Boston Pizza International Management

We stopped at Boston Pizza on Herald rd in Saskatoon,Sk on our way home from visiting my father at the hospital. I ordered 3 meals including a full rack of ribs with spaghetti and bolognese sauce. When I got home (30 min outside of Saskatoon) I found the order did not have any sauce on the spaghetti. When I contacted the manager of the location he said none was chosen. He was argumentative about it when I said I had chosen the sauce. He would do nothing. I have a screenshot of my order which clearly shows I ordered the sauce. Any past issues have always been dealt with easily. This manager was incredibly rude. We have eaten at this location and others for years. At least once a week we choose Boston Pizza. Not ever again! Thanks.

Desired outcome: Credit for incorrect order.

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6:44 pm EDT

Boston Pizza International Service

We were in the Kingston Canada location on July 20th and it was the worst service from start to finish

Waited 10 mins to be seated then another 20 mins to take drink orders throughout the meal we only saw our server once and when we wanted our bill to leave we still hadn’t seen her so my husband went to find someone to see about our bill and found our server sitting at the bar chit chatting

This is very unacceptable and you have lost 2 customers

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9:15 pm EDT

Boston Pizza International Insufficient food.

We ordered from Boston Pizza tonight #530771. Order consisted of 1) Boston Brute with Fries. 2) Creamy mushroom & spinach bake. 3) Chicken & Mushroom Fetuccini baked with cheese.

When the food arrived everyone was happy with their order except me as I ordered a Boston Brute with Fries. It may sound petty than when I ask for fries that I get more than 5 fries. Everyone works hard for there money and to say I was a little disappointed is an understatement. I phoned the the Boston Pizza to complaint and talked to the Manager on duty Deanna and she looked and she has no record of the order and won't do anything about it. I even gave her your order number and there is no record. She suggested contacting Skip the Dishes and let them know about this order.

Desired outcome: Please refund my Boston Brute order and a apology as well would be nice.

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2:31 pm EDT

Boston Pizza International Tip-out policy at 7020 Warden-Steeles

Hello,

I am an employee at BP Warden-Steeles location. The location does not have a bartender currently but the servers are made to tip out from both food and alcohol. I can understand the food tip out but why from the alcohol which every servers make it themselves? It is not only me and many have concerns over it and put forward to the management. All they say is when the location actually had a bartender the servers would fight over the tip outs which does not make sense at all. That was at least endurable since the tip-out percent was just 1% but now the total tip out is 5.5% which is a lot for the work the servers have to do. Is it even legal?

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9:12 pm EST
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Boston Pizza International Hours of Operation

Hours on the website clearly state your open until 12 am but apparently at 10 pm you can't take any more customers. I travelled 45 mins to come to your establishment for food. Very disappointed and will never return again. This is no way to operate a business.

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2:53 pm EST

Boston Pizza International General manager and server

I am an employee at this location and wish to remain anonymous.

On February 25th, 2021 at Boston Pizza Simcoe Ontario, the General Manager and one of the Serving staff were drinking (very drunk) on the bar side of the restaurant. A very loud argument broke out where extremely foul language was used and a scene was caused. The server was screaming at the GM's partner, and they all went outside, the GM left with her partner to drive home and the server dramatically chased after the vehicle. After this, the GM and server were still in the bar (sitting separately) and still drinking. This made many guests in the restaurant uncomfortable and it was extremely unprofessional. This is not the first time there has been unprofessional and inappropriate incidents with this GM and serving staff member.

During this particular incident the serving staff member who was apart of the argument quit, and the GM gave her upcoming shifts to other staff members. This staff member who quit, did not show up for her scheduled shift the following day/night, but later decided she did not "want to quit" and the GM gave her shifts back. These shifts should not have been given back as this is unfair of the staff members who picked them up.

As an employee at this location, there are many issues with the GM. She is very unprofessional, she bullies and harasses the staff, and she is very unfair and plays "favourites" with scheduling shifts. When our county went into the Orange zone, the GM said the only people to be scheduled were staff without a second job, yet many staff who have 2 jobs were still being scheduled.

The GM has 2 of her best friends (a married couple), who bully staff members, and drink at the bar all day and night almost daily. This couple takes up a table for countless hours that should be available to other guests, especially when they make some staff members uncomfortable when they are there.

The unprofessionalism of this GM and some staff members is unacceptable and has yet to be dealt with as the GM has a personal relationship with the owner; thus, nothing gets done about the many complaints against her.

Hopefully bringing this to the attention of Boston Pizza International, something can be done, as these are the faces of your company in southern Ontario.

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11:18 pm EDT

Boston Pizza International Horrible treatment towards staff

My son worked for Boston Pizza in Guelph Ontario. Started as a manager and worked his way up to assistant regional manager.
During his time at Boston Pizza he gave 100% of his time towards his career with the company. Even on his days off he would often be called in for issues he only knew how to fix.
After a few years with Boston Pizza my son was diagnosed with a very rare kidney disease. Hoping to be able to treat the kidney desease they had him on very high dose of several strong medication like pretnozone but would Literally crawl to work every day not wanting to miss a shift for almost two years. Determine to take his responsibility seriously he worked until the very last day when as he was taken to the hospital with kidney failure. They had to operate immediately to insert the catheter in his chest to begin dialysis the very next day.
While he was no longer able to work until a kidney donor was found Boston Pizza had no choice but to find someone to take over his position and then preceded to take away his benefits after they had agreed he could keep them as long as he paid half.
While going through the process of finding a kidney transplant donor my son had to show proof to the hospital in London Ontario that he would have benefits that would allow him to pay for his drugs after the transplant. While doing so we found out that his benefits were cut off without explanation. It made it very complicated for him to apply for trillium drug plan while getting ready for a possible donor.
Chris received a transplant December 2018. When he recovered and told he could return to work he was advised that his job was no longer there for him and that the best they could do is to give him a part time job. It left my son under financial hardship that he is still trying to pay for on his credit cards.
I guess my issue with Boston Pizza International is how your company could be that cold and cruel to not only someone who cared about the company and stayed until the last day he was taken to the hospital but to be that unempathetic toward another human being.
After almost two years my son did not even receive his Record Of Employment nor any kind of severance or termination pay what so ever.
I wonder how the public would feel about this storey? My son is one of the kindest person I have ever know always putting other first. He now is left with the opinion that you can not trust anyone.

Gisele Hickey
[protected]@gmail.com

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9:27 pm EST
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Boston Pizza International food quality and service

We were visiting Salmon Arm BC today and went for lunch at BP because we have the kids free meal cards. We are experienced Boston Pizza eaters as well as my best friend owns five Boston Pizza restaurants. So we are familiar with how our food should look and taste. The waitress was Billie and we ordered a MVP burger and Bandera Pizza bread with fresh sliced tomatoes on top. The MVP burger was not hot and the cheese was not melted. The Bandera pizza bread was completely wrong. We told the waitress the burger was cold and the cheese was not melted as any other time we've ordered the cheese has been melted and the burger hot and she said it's not served that way, the cheese is put on cold and if we have ever had it melted we just got lucky. She also said the Bandera bread was served the way it was presented which in 10 years I've never had it the way it was served. I didn't take a picture of the burger but basically it looked like the burger just without the cheese melted and being warm. After being told this is the way it's made we didn't want to risk sending it back and having any other problems. We would like to be reimbursed. Email is [protected]@hotmail.com thank you.

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2:01 am EST
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Boston Pizza International complain for service and manager

I want to start by stating that this was worst service experience I have had at any Boston Pizza I have visited in the past several years. I went to Boston Pizza with my 4-year-old daughter on Nov 2nd, 2019 @ 8 pm PST at the location stated. We ordered Luke-warm water. As soon as my daughter took the first sip, she screamed in pain. The water was very hot. I called a server and asked about the water and she said she is not the server so does not know anything. The server who took our order returned and took away the water and asked if we want to talk to the Manager. I responded in affirmative. After a few minutes the manager came and explained that we have only two temperatures. There is no such thing as Luke-warm. The two-temperature response did nothing to explain the situation. I responded by stating that "so you mean to say that you will serve hot water to a child". He said he was unable to do anything, and it is not in his control. He stated that boiling water was not served so the child's mouth is not burned. As a mother, am I expected to hold off complaining because water has not reached a boil? I asked that if you are not responsible then I will take it up with someone who can act. He defiantly responded, "I should do whatever I could do". Now the sad part of the incident - The manager showed no remorse, no concern, no apologies, no resolution...nothing. He simply walked away.

It was a very bitter experience I had to endure at the Boston Pizza location with my little girl. We are regular customer at BPs in Lower Mainland and my daughter love the spaghetti. It is her favourite "noodle". My heart is crying while writing this and remembering my daughter's pain and the manager's unapologetic behaviour. While it is about the hot water it is more so about the manager's attitude and responses.

When we went to another restaurant from there after to have dinner my daughter feared even touching the water. She was clearly traumatized.

I am certain that my family will never visit this location ever again even though it is a stone's throw from my residence. In addition, visiting any other BP would just make me remind us of the bitter experience. Every visit will remind me of the incident that my daughter was crying in pain and people treated a mom and her toddler in an inhumane manner.

Unfortunately, I must narrate my bitter experience.

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2:35 am EDT

Boston Pizza International poor customer service

To whom it may concern,
On 10/15/19 evening I asked one of my associates to come to your Burnaby location to book a table so we can talk about business matters. We usually come there 3 to 4 times a week. Some time one of us also brings a stare bucks coffee with us no one stops us or tells anything to us.
Today one of my associates who came early to book the table was not allowed to go in so he was out side tying to finish his coffee then I showed up and we were outside for 15 mins after he finished when we came in, we were asked to wait for another 10 or 15 mins for a table.
Looking at the situation I agree if one of your staff warns him about the coffee and let him in or if he had done this several times, I agree he should have stopped.
Treating my workers like this not acceptable. See when we come there, we usually tip your waitress more than they deserve. we are not that kind of people to smuggle star buck's coffee in to your restaurant.
I'm totally not happy about this incident which happen today.
I need an explanation about this matter
I have enclosed a receipt of proof that I came their have my dinner.
In time when we find a friendly respectful place to dine, we will switch.

Regards
Joshua

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Update by Matrix Reborn
Oct 16, 2019 2:35 am EDT

To whom it may concern,
On 10/15/19 evening I asked one of my associates to come to your Burnaby location to book a table so we can talk about business matters. We usually come there 3 to 4 times a week. Some time one of us also brings a stare bucks coffee with us no one stops us or tells anything to us.
Today one of my associates who came early to book the table was not allowed to go in so he was out side tying to finish his coffee then I showed up and we were outside for 15 mins after he finished when we came in, we were asked to wait for another 10 or 15 mins for a table.
Looking at the situation I agree if one of your staff warns him about the coffee and let him in or if he had done this several times, I agree he should have stopped.
Treating my workers like this not acceptable. See when we come there, we usually tip your waitress more than they deserve. we are not that kind of people to smuggle star buck’s coffee in to your restaurant.
I’m totally not happy about this incident which happen today.
I need an explanation about this matter
I have enclosed a receipt of proof that I came their have my dinner.
In time when we find a friendly respectful place to dine, we will switch.

Regards
Joshua

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4:17 pm EDT

Boston Pizza International menu

On Oct 14, 2019 our family went to BP at hinton to celebrate Thanksgiving. Sarah who was our server provided us with the menu, so I scanned through the menu and ordered along with my family. When all our orders showed up everything looks right except mine, so I told our server that this was not I ordered and she said that's what I ordered so I asked for the menu again and showed her what I was expecting, so it appears that the menu was confusing enough - see attached, the name was Hungry Carnivore but it was where the Fettuccini Primavera was. So Sarah apologized about the confusion but didn't really offer to fix my order. So I was sitting here the whole time and my family already finished their meals. Confused for the last half an hour, then my wife told me to order the one that I really like to eat.

To make the story short, I asked for the menu again and order the right one. Waited for another 20 mins then my ordered showed up and ended up not eating at all as everyone else already finished their meal, so Sarah told us that we won't get charged for the wrong order but when the bill showed up it actually did charge us, eventually it was removed from our bill. This was supposed to be a relaxing long weekend for us but the experience dining in with BP wasn't - it was very frustrating and uneventful.

BP - please fix this menu... not everyone can read the fine prints... just put the name next to the meal.

With so many restaurants available in the Hinton area, our family chose BP to celebrate thanksgiving and again we will always come back here because we love your food.

Regards,
Noel
[protected]

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9:15 am EDT

Boston Pizza International medium deluxe pizza wasn't as stated

On sat sept 14th 2019. I meant to go to western pizza on the way but after a long day I stopped at the wrong place. I saw it was boston pizza but decided id give it a try. What a mistake! A 10 inch pizza had 1, 5 inches of crust all the way around and I would have gotten more topping from a 4 dollar walmart frozen pizza. I usually keep my mouth shut but I was charged 34 bucks for this! So im giving the company a chance to respond before I go social media (the only option I found for contact was facebook or twitter). A 10 inch deluxe for around the same price from housten pizza or western pizza I can eat for 2 meals this pizza left me hungry after one meal, I hope they didnt break the bank on the 12 paper thin tasteless slices of peperoni on it (I counted) and im not joking you could just about see through it. I phoned the location and got a snotty girl who left me on hold for a manager who never came. I wasnt going to turn around and drive 35 mins back to the location either.

Thank you, chris geis
Vibank, sk,
[protected]@gmail.com

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3:02 pm EDT

Boston Pizza International customer service and food

I am so unbelievable unhappy with Boston Pizza, this is not the first time they screwed up on my order, this is definitely my last time. Ordered pizza, wings and lasagna tonight, on the online order I requested full meat on the entire pizza and then veggies on one side, see screen shot. What I received was half a meat pizza and half a cheese and veggie pizza, see picture. I called in and spoke with the manager and expressed my disappointment with my order, i asked her *what does full mean on a pizza? she says *yes it is supposed to be the entire pizza, but that's not what our *printed piece of paper says* well damn not my problem your system should be the same on both ends * shall I send u a print screen of my order?* * Really It's expensive enough here and I just spent almost 30 dollars on a pizza and that I expect it to be correct the first time!* Well she almost basically just pushed my complaints aside and wasnt going to do anything, until I said fine I'll post a Google review then, and see how that goes, then she had a different tune of attitude and suggested either she sends me the correct pizza and or sends me a credit by email, obviously I chose the pizza like why would I want your credit just so I would have to order from u again? Not happening. So she said well ok it's going to take another hour for u to receive your pizza, said fine as long as its correct. So finally recieved my correct pizza, I only had to wait 1 hour and half to finally enjoy my dinner, and yet another issue comes up, ordered *HOT* Wings you sent me *MILD* wings! Come on can you do anything right?! I will NEVER come back to this location, you cant do anything correct and your manager has a piss poor attitude.
If you really cared about your customers you should go the extra mile and probably offered something extra, to make up for your errors! So disappointing.

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11:21 am EDT
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Boston Pizza International crispy chicken pecan salad

July 12 - Mississauga Location - 2 customers
July 18 - Milton Location - 4 customers
On the above dates myself and guests had lunch in your restaurants. I noticed on July 12 that the Crispy Chicken Peacan Salad was reduced in size and in ingredients. You have removed the egg and added cucumber and reduced the amount of lettuce in the salad. I thought the Mississauga salad was terrible knowing that the location I frequent most, Milton, does not serve a salad so lacking.

Lo and behold on July 18 we frequented your Milton location to find that this is a menu change, no egg, less lettuce and cucumber added. Really! And of course, no price change. Another in my party noticed that her normal pizza has reduced in size.

I will now rethink where my regular lunch establishment will be. I wouldn't even mind paying a little extra to get a good salad but no, you reduce everything and keep the same price. So there's your reasonable solution.

I was quite upset at the amount I paid for what I received.

East Side Marios, here we come.

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8:44 pm EDT

Boston Pizza International take out dinner

We have ordered dinner multiple times from this location the last 3 times weve ordered the order has been wrong or completely incomplete. The "store manager" is a discrace of a manager .Steven he says his name is. Speaks VERY poorly to the customers. Has a real attitude. After being called a liar about my order it took 3 times in 1 night and over an hour for my TAKE OUT order. When i asked to speak with the store owner im told shes not available or on vacation. By the looks the location is run by young kids with lacking manners. Ive wasted my money enough times. This was the last here.

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Phone numbers

1866 277 8721 +1 (604) 270-1108 More phone numbers

Website

bostonpizza.com

Most discussed Boston Pizza International complaints

terrible food
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