Fratelli Pizza — Restaurant in Flagstaff

I do not have one good thing to say about this establishment. From the manager to the food that we over paid for. We ordered online, it gave us an hour and change wait time to pick it up. When we went to pick it up the line was basically out the door for carry out. First thought was "this doesn't bode well." finally got up to pay and its about 10 minutes after our pickup time. The checkout girl wasn't very nice about it, but our food wasn't ready and it would be another 10 minutes... well one look into the kitchen and you can clearly see the guy making our pizza's right then. Not only making our pizza, but wiping his nose with his ungloved hands. When we asked if we could cancel it, they refused. It was another 30 minutes. Even then our pizza dough was under-cooked, after over an hour and 45 minutes from our order time. I cannot even believe that this is acceptable. When I spoke to the manager she was so unapologetic and really rude and snippy, she just said, "it's a Friday night, we are always busy" "we switched to a new computer system" "we've been calling every online order to tell them the wait will be longer". Which as it turns out is probably a lie, we and others never received a call, I never saw her or anyone on a phone and most of the time it was just ringing off the hook with no one answering it. I just am blown away at the level of unprofessionalism, when you are in a service business, customer service is an astronomically huge part of that, and the boat for ANY customer service was completely missed, by every employee we spoke with to include the "disheveled, frazzled, rude" manager. The people you hire reflect on your business and you should choose them more wisely. From what I have heard about the Fratelli brothers they would be ashamed, and astounded, and I hope this...

The pizza was that of par of a supermarket pizza except you didn't have to cook it! I bought a small cheese for myself and added Italian sausage which for a dollar fifty they gave a very skimpy amount! The attitude of the employees was disappointing to say the least ! When I paid the pizza was more than what was on the menu! When I asked the girl there for my receipt she gave me a weird look and then reluctantly gave it to me. To my surprise they charged me a $1.23 service fee. When I asked what that was for she replied with an attitude it was kind of a tip for the employees! I replied to her that it should be my choice and not something that is secretly added to the bill. She rudely told me it was so the owners could pay their employees more. I told her that isn't a good way to do it and that it is bad business to just add a unwarranted fee. Then about 4 other employees jumped on the bandwagon with attitudes at me and told me to take it up with the owner! I said she is the representative when she takes the bill and if there is a problem then she should get the owner. They said the owner isn't around you can email them. I told them I would leave a review for the owner on Google! They said good ! How arrogant of them! In answer to owners reply: Tips are optional service fee is not. No one should have to tip your employees when picking up food!! Nothing about your service fee is in visible sight if there is anything posted at all ! Why didn't your employees just refund it since you claim it's refundable? What you pay your employees is part of your cost for doing business not the responsibility of the customer! Change your pricing accordingly! What is even worse than my experience at your store is your insulting reply to justify your company's actions and not about fixing...

The best customer service I’ve ever experienced at a restaurant—hands down.

On the evening of July 26th, we picked up a pizza for takeout. Unfortunately It had a few too many “leopard spots”—those dry, overly puffed areas that sometimes happen during cooking. I called to ask if it could be replaced, and without hesitation, the manager on duty said, “Of course!”

When I arrived about 20 minutes later, she greeted me kindly and let me know that the second pizza she made had the same issue. So she was already working on a third to make sure it was just right.

While I waited, I shared that my wife and I had a really rough day—our beloved cat had been attacked by a dog and had to be euthanized. On top of that, we came home to a leaking sink that flooded the cabinet underneath.

With real compassion, the manager reassured me that this next pizza would be perfect. And honestly? It was. It was probably the best pizza I’ve ever had from Fratelli’s—and that’s saying something because your pizzas are always top-notch.

But what truly moved us was what came next: a handwritten note inside the pizza box that was so kind, it brought both me and my wife to tears. On top of that, she included two coupons for free pizzas.

We have never been brought to tears of joy by the kindness of a restaurant manager before. Simply amazing. Thank you, Fratelli’s—and to the incredible manager that night—you turned...