The Upper Crust Pizzeria — Restaurant in Brookline

Visited this location for a quick bite on a Friday evening while out shopping. There were no customers in the place, while Otto (across the street) was packed. Took me less than a minute to see why.

First, the good news: the pizza is as delicious as ever, and was served piping hot. The quality of the food may be the only thing keeping this outpost afloat.

The condition of the interior was awful. The floor was covered in crumbs, napkins, and spilled liquid, and there was dust in all the corners and along every baseboard. Tables hadn't been wiped down, and the one trash can was overflowing. The rest room was no better, with a large collection of paper towels dropped all around the trash can. It looked like it hadn't been checked for hours by the staff.

The standard of service was noticeably lower than the last time I visited (seemed like a completely different crew). Even though I was the only customer, I was called to go pick up my slices, which I've never had to do (a small thing, of course, but a change for the worse among all the other shortcomings). The debris on the floor was finally swept into a sizable pile just before I left.

Overall, the space felt uncared for, and I won't be going back to this location anytime soon. (How clean is the kitchen if the public spaces are so neglected?)

UCP owners, your customers...

Never order a pizza for delivery here. If you do, there will be no attempt to make it right when they fail at it.

We ordered a pizza. They could not deliver for cash, so I agreed to pick it up. They called back to say the choice I made was not available. I changed my choice, and gave them a credit card number and they agreed to deliver it in 30 minutes.

60 minutes later, I called because nothing had arrived. I was told "it's not my fault" but the fault of Doordash, who "didn't come." I pointed out that since they offer pizza delivery, it WAS "their fault." They said they could call Doordash again. I said I wanted a hot fresh pizza. They said I could get a refund instead, 75 minutes after the original call. I said I wanted a hot pizza, and was told several times "I want you to see MY point of view."

Fed up, I asked for a refund, and asked to speak to the manager. I was on hold for several minutes, as had happened at least 3 times already: ("just give me a second"). Finally, I called back, and was told the manager was not there until tomorrow, and would refund me then. "Why didn't you tell me that to start with?!" "We are busy."

Then I was on hold for another two minutes, and gave up.

Don't try...

Brief explanation: The restaurant delivered my pizzas an hour earlier than I asked, I was unable to receive the pizzas, they would not redeliver, and charged me for the pizzas. Never eating here again.

Long explanation: The pizza is very good, but the service is absolutely terrible. I ordered a pizza through GrubHub and scheduled the delivery for two hours from the order time. I had to run an errand, and wanted to give myself plenty of time to return home before the pizza arrived. An hour later (one hour too early) I received a call from a DoorDash driver who was at my apartment with my pizzas. I was not there, I informed the driver that the order had been fulfilled an hour early (ignoring my instructions) and that I would be unable to receive the pizzas. The driver said she would call her manager and find out what to do. When I arrived home a hald hour later, I could not reach that driver, and the delivery had been marked "completed" on my GrubHub app. I contacted GrubHub and they said the restaurant would not reattempt delivery and would not issue me a refund. While I have a lot of blame for the delivery app(s), I will also regretfully never be a patron of Upper...