Fratelli Fresh Entertainment Quarter — Restaurant in Sydney

If you do venture here, place an order through Uber Eats when you arrive, your delivery will arrive before they bring your food that you order at the restaurant. They would not know the difference, it is a totally chaotic circus. We arrived with a booking for 18:00 no table available, we waited 20 minutes to be seated. They offered us a table outside until our table was ready but we chose to wait at the entry, to press the point. We knew at this point we were in for a questionable night.

Ordering drinks: 20 minutes after ordering drinks the waiter returns at 6:45 and advised that light beer and their local full strength beer Morretti were sold out. Drinks arrived at 7:10 entrees arrived 7:15. At 7:50 I inquired about our mains which came out over 25 minutes between 8:10 and 8:35. Two of our guests had there mains brought out after we had finished our mains, what a joke.

We requested our son's birthday cake be brought out, again the waiters went (MIA) Missing In Action. I cleared the table and took all the plates to the bar myself. The restaurant was close to half full and no waiters to be seen. I took everyone's coffee orders and took this to the barrista who lent up against the bench arms folded and proceeded to give me a long winded commentary on why he could not take the order. He could have made the coffees in the time he stood there pontificating on why he could not do the job.

We then requested that they bring our son's birthday cake out. The cake arrived which we asked to and proceeded to cut up and distribute to our guests. They did offer to do this but based on the experience at that point we would still be in there waiting. Other patrons around us began wondering around the restaurant looking for someone to serve them and to take their payment. The CCTV footage of this experience is what you would see on some of the reality TV shows.

We requested the bill which was brought to us and then we joined the other patron wondering the restaurant looking for someone to attend to our payment. There were some pretty annoyed people including us, one lady looked at me shaking her head in frustration. To make life simpler we went to the cashier and paid in cash, no tips to reflect the level of service, the items missing on the menu the food debacle and the table we had to wait for. In summary, we arrived at 6:00 pm, and left at 9:05 for a 3 hour circus.

They did give us 5 copies of the Tax Invoice so our guests could validate their parking, thank goodness some service was extended, for this excruciating evening that we generously...

I’ve recently dined at Fratelli Fresh Moore Park and am extremely dissatisfied with the service.

We came into the restaurant at 2:15pm and ordered a garlic bread and margarita pizza and did not receive our food until over one hour later. The table next to us came in later than us and had their food on the table already.

There were only about 7 occupied tables at the time where diners were eating their meals already so it wasn't like it was peak hour.

During the wait, I’ve followed up with a waitress who was going to check on our order and she never got back to us regarding the status of our food. The waiter who took our order also made eye contact with me during the wait but never came to us or followed up why we had been waiting for so long. Eventually the waiter came and told us there was a system error and the kitchen never received our order.

During the wait, we also needed to follow up on table water after we had requested it since we arrived.

Due to the system error, it meant that they had to replace our order and we had to wait a further 10 mins at least for the food to arrive.

The margarita pizza arrived and I was dissatisfied. It looked like tomato paste had just been spread onto the pizza base with only light cooking, as such the tomato paste still tasted and looked raw. There was also a lack of cheese as well.

The garlic bread had no traces of garlic at all, it only had butter and some parsley.

When we came to pay the bill, staff could not locate our order on the system, and after 4 waiters came to look at the ordering system they brought up the incorrect order. The manager then needed to do a manual override so we could pay our bill.

We were offered no sincere apologies and staff did not seem to be alert or know what is going on and staff also lacked basic customer service skills.

Also, When we entered the restaurant, there were many tables which had not been cleaned or packed from previous diners.

I’ve previously dined at other Fratelli Fresh restaurants and have good reviews for the food and service. Fratelli Fresh Moore Park is nowhere at the same level of quality for food...

I had high hopes for a Good Friday with the family. However it turned into a not so good one.

Happy hour is advertised as daily, nothing about no weekends or public holidays. I called the head office to check if happy hour was available on the Good Friday and they confirmed it was. So I had organised a late family lunch. After ordering a few entrees as part of the happy hour, we waited about 30 minutes for these whilst asking a few waitstaff, no update was given on this. As we were getting quite hungry we also tried to order mains, however happy hour was no longer available. Upon asking the staff and supervisor we were told that it no longer applies, as it was a mistake for the Easter Friday and they had no affiliation with the head office. Although supervisor was sympathetic, other staff like food runners and receptionist had either an attitude problem or were not hospitalable. At this point we were starving and we chose not to order mains as the wait time was getting out of hand even thought the restaurant seemed to be not at the peak busy-ness. After asking for the fifth time, and this time by the supervisor the food was immediately handed out (after a 45min wait time). The supervisor apologised for the delay and gave out a round of complimentary drinks. At this point we were done with eating and chose to eat from the pop up food tents outside Fratelli, which provided us better customer service.

My family and I aren't picky customers at all, we're so laid back, but for this experience I genuinely felt this needed to be mentioned as it sucks when you've organised a day out with the family, after so long because of covid. I understand the staff have to work long hours, but more ownership and less attitude needs to be shown.

The 2 stars is for the entree food being good, and the...