The Upper Crust Pizzeria — Restaurant in Boston

I tried to order a gluten-free cheesy bread, but the process was very frustrating. Online ordering didn’t show the option, so I called the restaurant. The person who answered the phone struggled to understand my question and repeatedly told me they didn’t have “green Alfredo” when I was asking about “gluten free.” Eventually, we clarified, and I was told they didn’t offer gluten-free options—which I knew wasn’t accurate since I was ordering gluten-free pizzas at the same time.

When I arrived to pick up my order, I tried again to place the gluten-free cheesy bread in person, but it was the same staff member, and communication was still an issue. With some gesturing, I was finally able to place the order, but then waited over 30 minutes while other customers received and even finished their meals. After asking for an update, I was told it would be another 10 minutes, but 20 minutes later, there was still nothing. Another staff member finally discovered that my order had been sitting in the takeout stack for over 35 minutes.

There was no apology or acknowledgment of the mistake—just my food handed to me before the staff member walked off. The entire experience was frustrating and felt unprofessional, with half the staff on their phones and another handling food with his hands in his pockets. Better training in customer service, order management, and allergy awareness would make a...

If I could give 0 stars I would. Used to love Upper Crust, but over the past year, we have constantly been disappointed. Tonight was the final nail in the coffin. Ordered a pizza at 6:15pm, it is now 8:20pm and we still do not have the pick up pizza we ordered and were told 30 minutes for. Two times, they gave us the wrong pizza or “made it wrong.” The third time while we waiting at UP (not something we wanted to do during “contactless pickup” in the midst of a pandemic) we examined the pizza and it was still made incorrectly - goat cheese all over a vegan cheese pizza (goat cheese is not vegan, we specified that and would think the restaurant would know what is or is not dairy), also questioned why no arugula on the bottom pizza (for the third time) and was finally told they ran out yesterday, yet no one mentioned that during the whole two hour ordeal, until they handed over the third incorrect pizza. Totally irritated, a total waste of two hours of my life, and no dinner to eat. Thanks for nothing Upper Crust, I would say get it together but this has happened the past four times we have ordered from you, so safe to say we won’t...

The Upper Crust Pizzeria came to my attention when I saw a guy lazily strolling up the middle of Charles Street eating a slice with one hand while balancing the open box in the other. Smiling people with these white pizza boxes became a recurring theme. That evening I asked a smiling woman where she got hers and headed "around the corner that way."

The first thing I noticed inside was a big hand drawn menu board and community style dining table for about ten people. The woman behind the counter saw me studying the board and offered assistance. She was very friendly and helpful.

When my order was ready the cook yelled my name and brought the Margherita style slices to the table (he was friendly too). One was pepperoni and the other was the monthly special with spinach, sausage, and peppers. Both were excellent and huge. Either would have been plenty.

Someone in there had a shirt that said "The People, The Pizza, The Passion," and it looks like they're living the dream. People were friendly, pizza was good, and the passion showed. The Price was...