Fratelli's Eateries — Restaurant in Dearborn

I didn’t want to write this, but at this point, I feel like I have no choice. I’ve been a loyal customer for a long time now, and I’ve put up with a lot — but today was just too much. Once again, my order was wrong. And this isn’t new — it’s happened five or six times now. Every time I tell myself to let it go, but it keeps happening.

What hurt the most was the way it was handled. I had to raise my voice just to get someone to finally switch out my sandwich. I had to yell to be heard — and that’s not who I am. That’s not how I was raised. I’m Middle Eastern, and for us, dignity and respect matter. I shouldn’t have to act out of character or feel embarrassed just to be treated fairly as a paying customer. It felt like I had to act “ghetto” just to get a basic fix for a mistake that wasn’t even mine. That’s not how customer service should work.

I work in the hood. Every day, I deal with people who are having bad days — people who are rude, disrespectful, sometimes worse. But no matter what, I still smile. I still treat them with kindness and respect, even when they don’t deserve it. I give them great customer service, not because they earned it, but because that’s who I am. So when I come in as a loyal customer, spending my money, supporting your business, I expect at least that same level of respect in return.

It’s not just about the mistake. It’s the fact that there’s no effort to make it right unless I have to make a scene. And when it comes to food, mistakes aren’t small. I specifically asked for no tomatoes. Not because I’m picky — but because I can’t eat them. Even if I pick them out, the taste and smell stay in the bread, and it makes me sick. I don’t know if it’s an allergy or not, but my stomach won’t take it. For some people, a mistake like that could be dangerous.

I’ve supported this location for a long time. I try to come in whenever I can, and even my cousin supports you guys. I’ve never gone online to bash the place, even though I’ve had plenty of reasons to. Because I genuinely like your food. And to be fair, some of the long-time employees are solid — they know how to treat people. But some others have horrible customer service and act like they’re annoyed just to be doing their job.

This isn’t hate. It’s disappointment. I’m not asking for free food or special treatment. I’m asking to be treated the same way I treat people — with decency, respect, and care. Please take this seriously and work on it. You’ve got something good, but if the service keeps pushing loyal customers away, it’s not...

Worst experience I’ve had by far in a city like Dearborn, considering Fratelli’s USED to be good. The service was horrible, I didn’t catch the girls name but the chefs in the back were trying their best to get food out to us. I stood for 15 minutes to place my order for dine in and was told to “Hold on” because she was on the phone. The house salad came with just lettuce, cheese and red onion and wasn’t dressed. When I handed the salad back to the girl that took our order she told me, “Oh you want it with ranch?”. Most off salad I’ve had by far. The margarita pizza was an after thought. The girl in the front said “I completely forgot who it was for.” And started laughing. The cheese was hard like a puck, everything peeled off and the ranch was the same temperature as the pizza: I took once slice and took a picture of whatever was left. Meanwhile the table directly behind me has everything handed to them, and everything was either thrown at me or put on the counter for me to grab because the girl in the front was too busy every time I asked for something. After this encounter, I would not suggest Fratelli’s to anybody who’s looking for a quick bite because you have to stay on top of your order and it’s a hassle to get anything from the front...

I've had Fratelli's on 5 different occasions: Margarita Pizza - Incredible. Would 100% try again. Nice fluffy crust with fresh ingredients & it just has that taste you want in a margarita pizza. Thick Fluffy crust that you can't get enough of.

Veggie Pizza - fantastic. Fresh Veggies - Dough was nice and fluffy - fresh toppings. Would get again.

Steak Sub - I'm not usually someone who orders "steak subs" but wanted to try this. It was really really good. They use some high quality meat.

Phil me up (Chicken) - Amazing. Filled to the brim. Perfect crunch on the bread and full of flavor.

Smash burger - Star of the show. Honestly the best burger in town. You can taste the freshness of their ground beef.

Overall: Fratelli's is Quality. All items on their menu are presumably made with top tier / fresh ingredients. They do the small things right that we like with our food. Sure it's not the cheapest, but you will come back because it's worth your dollar.

Customer service, always kind and friendly. Staff doesn't let you wait too long before greeting you and / or taking your order.

They have a deep menu without...