We had a gift card so we figured we'd get take out from this place one day (April 6, 2013 to be exact). My husband got an entree, I got a pizza and a dessert. This place is 10 minutes from us. My husband went to pick it up. While he was on his way home, I got a call from Boston Pizza saying that they didn't put the dessert in the bag before giving it to my husband and asked that I phone him and send him back.
I couldn't get a hold of him so when he got home I just told him to go back and get my dessert.
While he was on his way back, I took a peek at my pizza and got a whiff of some nastiness. My pizza didn't have the artichokes I ordered but anchovies instead. Now, I don't know about you but I see a pretty huge difference between artichokes and anchovies and one of them has no business being on a vegetarian pizza. I phone Boston Pizza and told them. They asked me to send the pizza back with him. I told him he already left - that I checked after he left because he went to go back for the other part that was screwed up on. Eventually, they said they'll make a new one and send it with him.
By the time we got everything, my husbands' food was cold and it was another half hour later.
I sent a message to head office the same day (April 6) to express what happened and that overall, we naturally were not happy with the experience. It should not take that much trouble for us to just get what we ordered.
I got an auto response saying that I will get a response within 2 business days.
On April 12 (6 days later) I finally received a response from them requesting my contact information which I included in the original message so that they could phone me in the next 24 hrs to address the situation. The email said that there was no excuse for what happened.
I responded to the email providing all of my contact information AGAIN and never heard back since. I even sent a follow-up email months later and have never heard back.
This could have been a 4 or even 5 star rating depending on how it was handled, instead we were ignored