Fratelli Fresh Miranda — Restaurant in Sydney

Heed the reviews here people, this place is run by the most grossly inept incompetent management!

I thought I'd grab a quick bite with my children which turned into a case study on terrible customer service.

Firstly the food. Poor to average at best. A massive dishonour to the Italians on whom this food is based.

Now to the customer service. As i tapped my card i noticed i had been overcharged by over $30. The waiter was unaware of this until I pointed it out. Immediately i asked for it to be rectified but he told me he couldn't. At this point the declared assistant manager appeared and she too told me she couldn't rectify it. 5 minutes pass and still nothing.

At this stage some other lady (likely the owner but who refused to identify her role when asked) appeared telling me it would be rectified. Yet another 5 minutes pass and I ask to speak to the manager, which is denied apparently because he is sorting it. Still nothing. So i walk over and the manager identifies himself as Ben. I ask him what is happening and he offers me cash for the difference in overcharge.

I suggest that it would be decent customer service to offer one of my kids meals as complimentary for the over 10 minute wait and resolution being handled by over 4 staff who were all clueless. He says no, I have refunded you.

I point out that he has not refunded me but only given the money back that i was over charged. At this stage the lack of empathy and rudeness of the management towards the situation reached a crescendo and i gave them a mouthful regarding their customer service.

So Ben and team, as promised, here is my honest review of the pathetic service at your restaurant. I'm happy to pass on my thoughts about the food but mostly the arrogance and ineptitude of your approach to customer service to all my friends and acquaintances. I promised never to return but more importantly, i hope this review helps others to avoid the sort of customer service a father who just wanted to take his two kids for a quick dinner experienced.

If i could give zero stars I would. To anybody reading this, please take your business to any one of the many wonderful restaurants in the shire, just...

Poor communication, poor service and very poorly organised. There are far better restaurants with cheaper, better quality food and good service available at Westfield Miranda.

My partner and I dined in at Frantelli fresh after lockdown ended. We got there about 5pm, about an hour before service began to get busy. We ordered two pizzas, some sides and drinks. After receiving our sides and finishing our sides (about 5:35pm at this point) we had to ask the staff what was happening with our Pizzas. We received one of the pizzas. Waited another 15 minutes for our next pizza. Never received it. Talked to staff. The waiter tried to blame us, for not ordering the pizza. That's fine, we will wait for our pizza. Another 1 hour passes, during which time we had to ask staff clearing our table if our pizza was coming. We asked about 3 staff members who all miraculously disappeared while searching for our pizza and never got back to us. THIS WAS VERY POOR COMMUNICTION FROM WAIT STAFF. We would have been happy to wait, if we knew WHEN our pizza was actually coming. At this point, my partner had finished her pizza and we decided that I would spend my money elsewhere. Still no staff if we were ready to leave (in fairness at this point they WERE actually busy), so I had to ask a passing waiter for our bill. The manager (owner) came over to us to give us the bill instead and apologised, apparently IT WAS A PROBLEM WITH THE SYSTEM NOW, NOT THAT WE HADN'T ORDERED IN THE FIRST PLACE. She then proceeded to give us the wrong bill twice (overcharging us for the pizza, again fair as they were busy) and told server to tell the chef not to start cooking the pizza we had ordered. That means THE PIZZA WE HAD ORDERED AT 5PM, and then REORDERED AGAIN AT 5:50pm, HADN'T EVEN STARTED BEING COOKED. THIS WAS AT 6:50PM, so after WAITING ALMOST 2 HOURS.

Moral of the story. Frantelli fresh miranda has poor service and communication with patrons. Tried to blame customers for their mistakes. Made excuses. Made us wait almost 2 hours without receiving our food. SPEND YOUR MONEY...

Would not recommend this restaurant. The food was not the issue although it was a bit bland, nothing special and definitely not worth the price that you pay for it. What did it for me was the terrible customer service, upon walking into the restaurant there was a large sign that said “please wait to be seated” so we waited…and waited. All the workers who worked there saw us the entrance was not hidden from view, the waiters and waitresses would look you in the eye and still not come and greet you and get you seated. We eventually got a waiter (albeit he acted a bit reluctant) he took us to a table just outside, grabbed us some glasses, menus and took our order. Long story short we never got table water for our glasses, a waitress who looked as if she would rather not be there put a plate of burrata (which we didn’t order) on our table and just walked away without even asking if it was ours. As aforementioned the food was average and the cocktails never came (we were in a rush to eat and leave…but when do the drinks come after the food?…). The person I am assuming is the manager was nice she cancelled our drinks but because the bartender had already made one as we were leaving, she gave it to us for free and for that, thank you, much appreciated. But it does not excuse the behaviour of the staff. You would just expect better from an establishment that is in a very popular location with food on the pricier side to have a higher level of customer service. I understand that sick staff can throw a spanner into the works but it is not an excuse for bad...