OTTO — Restaurant in Boston

I have ordered from Otto for quite some time - the pizzas are amazing! But this review is for the best service I have ever received - I am writing my first ever review.

I made an online delivery order and my tiramisus weren’t delivered with my pizzas (2nd time this happened). However, this mistake was quickly explained and rectified by the very professional and friendly General Manager (Matthew Lynch) who answered the phone when I called the restaurant to complain about my missing tiramisus. To be honest, I was quite upset (I was hangry!) that they forgot the tiramisus again - I even decided I would never order from Otto again. But my anger quickly dissipated with his accountable & apologetic attitude. He even took the time to explain how the mistake happened - the system doesn’t account for desserts so instead of showing 4 items for the order size, it only showed 2 items. Again, he quickly corrected the issue by providing a refund and having the tiramisus delivered. The call ended with me in a whole different attitude - I felt heard and appreciated. I regret giving Matthew a bad attitude in the beginning but was sure to express my appreciation for him and his actions during our call. When the tiramisus were delivered, I was blown away how he went above and beyond with providing extra desserts (yummm), a handwritten letter, and a gift card. Matthew has kept me as a customer - a loyal customer. I will definitely continue to order from Otto South Boston. Amazing experience! I hope all the best for Matthew and hope he will be recognized. A Happy...

I should’ve listened to the other recent reviewers but I’ve ordered the build your own GF pizza several times in the past with minimal issue. But my luck has run out I guess because my order was completely wrong- selected sauce under cheese, but sauce came on top in dollops, ordered mozzarella and received what had to be vegan cheese or maybe Alfredo sauce mixed in somehow? Whatever it was, it was liquidy and disgusting. Also, you pay a premium to add pepperoni and to have only like 2 per slice is a ripoff. Because of the disgusting mystery cheese substance, I couldn’t even eat the pizza. It was that gross. And I’m not too picky with pizza so this is saying a lot. Would love to be contacted by management regarding a refund as it seems impossible to request one through Toast which is what their website uses for delivery. Very...

Unfortunately, this Otto location is a bust: the only reliable constant is that something will be wrong with the food. This is too bad as the pizza is legitimately good...

I am allergic to dairy and stated that to the woman on the phone while ordering--we had a long back and forth to confirm the order and to make sure there was no dairy on one of the pizzas. After opening the pizza box, I could already tell that the food was wrong--there was no sauce--but I was pretty hungry so I took a bite. It was covered in cheese. This is annoying but also I am truly allergic to dairy and could have gotten pretty sick from eating this.

I know no cheese on a pizza isn't a common order but I can't eat it! If this were a one-off, I wouldn't write a review but there is always...