The Upper Crust Pizzeria — Restaurant in Boston

This is my first ever review and I am so, so disappointed. I really wanted to love Upper Crust but after having given them so many chances, I will be finding a new pizza place.

I’ve ordered pizza from Upper Crust South end location specifically upwards of 8 times. Every single time, something has gone wrong with my order. I have a dairy allergy and so I order my pizza with vegan cheese. Four times, they made the pizza with BOTH regular cheese and vegan cheese, and didn’t understand what the issue was. I was sad and frustrated to receive pizzas multiple times that I could not eat.

I thought since Uber Eats doesn’t offer an option to leave a note where I could say “vegan cheese ONLY”, I might try ordering through a different avenue. A little frustrating that it isn’t obvious to the staff that selecting the non-dairy cheese option means a substitution of, not an addition to the regular cheese, but whatever.

I tried ordering over the phone, and I was told it would be ready to pick up in 25 minutes. I arrived at the shop 25 minutes later and proceeded to wait an entire hour (1hr 25 min total, for those counting) for my order to be ready, being told “5 more minutes” each time I asked about it. The staff seemed both overwhelmed and undertrained, and the lack of communication and transparency was very disappointing. I would have been happier to have gone back home and come back to the shop an hour later, if only I had known that it would be a while before my order was ready.

The most recent time, today (07/25/2023), I ordered a pizza with vegan cheese, and called shortly before the driver arrived to pick up to ensure that the pizza had been made with vegan cheese ONLY. I was told that they were out of vegan cheese, so they just made it with regular cheese. Considering that I had received no communication from the shop about this ahead of time, say, upon going to start the order and realizing there was no more vegan cheese, that was the last straw for me. After so, so many chances to just get my order right (which, it’s vegan cheese! It’s not that complicated!), I have decided that I am no longer willing to support Upper Crust. The staff and service is abysmal, and the lack of attention to detail especially given the premium price is disheartening.

If you have no dietary restrictions whatsoever, this place may be right for you. If you do, however, I suggest taking your business literally anywhere else. This is not normal; I’ve never experienced this degree of repeated oversight...

By far the worst delivery/food eatablishment experience I have ever had. After the pizza was initially 45 min late, we thought something was amiss, so we called them to find out the status of our delivery, considering they were only a 10-12 min walk away. We tell him(Marco) the issue and he says "it should be there soon, any issue call us back." SWell we did, 10 min later, after texting back and forth with delivery person, who kept swearing up and down and all around she was "here". Although we kept texting back, no, you are not because we are outside waiting. She then texted a photo as to show us yeah I'm there! News flash, she was nowhere near our apartment. Meanwhile, the guy on the phone kept saying two minutes. I told him, I would be able to see her if she would have be 4 min away by both the left and right of me. He then proceeded to speak to someone else in portuguese, then placed me on hold. He got back on the phone and said, " she'll be there soon." The conversation was 6 min long after hold and he (Marco) still kept saying , she'll be there in 2 min. He placed me on hold again. Told him pizza would most likely NOT be HOT, which would have been so, if they would have delivered it on time & to the right address. (again a 10 min walk) Chuck Wullery (if u know u know) again stating, she'll be there in 2 min. At this point I was over it and requested a refund because it was 1-1/2 hrs the pizza would not be hot.... his reply was "that's not my problem" I asked to speak to a manager, at which point he placed me on hold for 5 min. I knew he would place me on hold, until I would hand up, which I did. I attempted to call more 3 times. No answer....they of course knew what # was calling. This wasn't so much surprising as it was disheartening. After a very grueling and emotional long day caring for my bed ridden brother with dementia, I was subjected to this kind of treatment. Establishments don't care what knind of people they have working fir them anymore it about $ not people. JESUS' return is imminent guys. I pray people start learning to treat each other with kindness & respect. Oh waitvthat boat has sailed. We're moving to the anew Golden Age. Hold on to your pantaloons guys, because it's going to get real bumpy, to say the least. So please please repent, so that you may have everlasting life. The Jesus The KING went out as the LAMB of GOD but is he's returning like a LION...The Lion of Judah! Praise Hinor & Glory to The Most High King Yeshua...

Upper Crust pizza tastes great (a little greasy but who says that's a bad thing). This poor review though reflects the poor management and service at this specific Tremont Street location.

My last 3 visits to this location all had the same goal (get a slice of cheese to go) and all ended with the same result (no slice of cheese to be had). The last two visits happened in the same day, yesterday. I was craving a slice of pizza and this place is close to my apartment and I was walking past. The first visit was at 11:30am (they open at 11am). I walk in and right away I'm told they don't have any slices yet. Mind you this location is never busy at all and I'd be surprised if they had even sold a pizza yet that day so I can't understand how there were not any slices to be sold. They should have already had pizzas in the oven BEFORE they opened so that they are ready to go when the store opens but even if that was NOT the case, the store has been open 30min so what have they been doing the whole time?

later on that afternoon I happened to be walking past again (around 3pm) and thought it would give it another go. I walk in and the place is pretty quiet (as is usual) so I walk up to the counter and ask for a slice of cheese pizza. This time I'm told they don't have cheese and they had "just" given away their last slice. Once again, this place is dead. It probably took 30min to an hour to get rid of a cheese pizza by the slice so how was there not another pizza there waiting?

This is not like the former Upper Crust location on Newbury Street that is always busy and sells a whole pizza by the slice in minutes. This place is very quiet so it astounds me that they can't make a pizza fast enough to back-fill when one is sold. I have to suspect it's just a poorly run shop. Either way, there are pizza joints all over the place and nearly all the other ones have cheese slices ready to go so I'll start directed more of my...