Fratelli’s Italian Kitchen — Restaurant in Grand Rapids

Lt me start by saying we’ve been getting pizza here for YEARS and love it. They have really good ham, pepperoni and cheese. We have 4 kids and usually get a super gigantic pizza (26” maybe?) and usually have a few squares left over for later. Sounds good, right? More often than not, we pick it up ourselves because it’s faster than delivery; though, it can be a challenge to park sometimes. Anyway, we ordered delivery tonight. An 18” (because only half of our family is home and an 18” works for 4 of us, usually with one slice left). As soon as we opened the box, I could tell they sent the wrong size. An 18” normally fills the entire box - occasionally, there’s even a very slight bend on one end of the crust where they closed the box (because like I said, the box is normally full). I called Fratelli’s right away, they double checked my order and said since it was delivered by Uber eats, they couldn’t do anything about it….except it’s not the driver’s fault they put a 16” pizza in an 18” box. The person said the driver confirmed it was an 18” and once they do that, it’s basically not their problem any more (those are not the words they used, but that was the message). I said I could send a photo for proof but they said that did t really matter as it was confirmed by the driver. I asked how the driver would know that it was the wrong size and she said the boxes are marked with their size on the bottom. This box definitely had an 18 stamped on it, so of course the driver confirmed it. That’s what the box said. I told the employee it was the right size box but wrong size pizza and again, they said there was nothing they could do about it and told me to have a good night. I wasn’t expecting a lot - certainly not a new pizza - in fact I started my call by saying “I have my order but I wanted to let you know…” Maybe just an “I’m sorry that happened” or “thanks for the info, noted” or “you know we make those by hand because we an authentic damn pizzeria and sometimes we make mistakes or the dough shrinks up.” That would’ve sufficed. In the grand scheme of things, is this that big of a deal?! Not really. I’m out a few extra bucks and and our bellies aren’t as full as usual. There are worse things. I can’t say anything bad about the pizza, it tasted as good as usual, and we demolished it all the same. Still. Fratelli’s, it was...

What a nice surprise. First off, where is everyone? Because they aren't here, and they should be. We went in on a Friday night and there were 4 people there when we arrived. What?! We sat at the bar for ease of service and we had an excellent female bartender. She was attentive to us, explained the menu to us, made sure our drinks were always full, etc. I went into this restaurant (1) with the expectations that I have from eating at their pizza place and (2) with the word-of-mouth recommendations on their "Calabrian" items. I couldn't resist the urge to try something of that variety. I talked my friend into splitting the Calabrian sandwich with me, along with splitting the Calabrian wings. I am so glad we went that route. The fried chicken sandwich was dipped in the Calabrian sauce, topped with pickled onions, and set on a fluffy bun. It was served with frat fries, which were sliced very thin (similar to potato chips), just thick enough to call fries, and deliciously crispy. We also ordered the Calabrian wings, which were bone-in (not usually my thing) and absolutely AMAZING. Thinking hard about it, these are probably the best wings I've ever had. The sauce was flippin delicious, the wings themselves were cooked well and tasted great. I would go back here just to get the wings again and again. I cannot wait to try something else on the menu though. Also, you still have full access to the pizza next door - the entire back of the menu is PIZZA! They had a good selection of craft draft. Their cocktail menu is good too, but costly. They are trying to compete with craft cocktail bar pricing without the...

Worst customer service ever!! I work in restaurant industry and I know how to treat customers with respect and to deal with company issues. I ordered a pizza last night and waited 2 hours for it to come. No one called or let us know it wouldn’t be coming. After waiting for it to be delivered I decided to drive to the place and see what the issue was. They were closed, well then your website shouldn’t allow people to place, and pay for an order they won’t receive. Then not even call them the next day to explain the situation. Ridiculous. I called them and this morning explained the situation and they said do you still want the pizza, well obviously I do. I said I wanted it delivered ASAP and she said ok. Then calls back five minutes later and says we are gonna refund you because they don’t wanna make your pizza and it wasn’t their fault you didn’t receive it. Excuse me? I called you five times last night and drove to the restaurant just to find that you closed early but there is nothing about that on your website or hours on google. I will not be ordering from here ever again and I hope you realize that’s not how you treat customers. You should refund me and give me a pizza on the house for the disrespect and miscommunication I received from...