Fratelli’s Pizzeria & Restaurant — Restaurant in Middletown Township

Please see below for original review. This comment is in response to Kristina M Datonia the employee who hung up on me twice (and had the nerve to post a 5 star review in debate of mine). The first call I made to voice a complaint about the spoiled meat in the sausage hero, I was not rude and I didnt yell. After voicing my legitimate complaint, and prefacing it with "I don't want a refund- I just want you to be aware customers can tell when food is old", Kristine became extremely defensive and hostile and IMMEDIATELY started screaming that she eats there herself and how dare I trash talk their food and hung up on me. Infuriated because I had never received such disrespectful customer service IN MY LIFE (it almost seemed like I was on impractical jokers or candid camera it was that bizarre). I called back and it was useless after that. There was no rationalizing with the insane. I was not dealing with a rational person. For someone that claims she has so much experience running so many successful companies (BS!!!!!), which she clearly does not, needs to learn basic courtesy and respect. She stated HERSELF in her 5 star employee rated review that she can't help getting defensive. Well if you can't take the heat get out of the kitchen. Part of being in business and dealing with the public, is taking feedback good or bad. you need to be dignified and respectful-especially if it's your beloved friends bread and butter!! I was just calling to voice a complaint. To let you know that people can tell when meat is old. There were 3 adults that tried it and a child that wouldn't eat it. I also ordered 3 chicken cutlet Parms and I didn't complain about them bc the meat was good. Even if I was wrong, you still don't treat a customer like that. Maybe you are biased being a friend and if you can't take constructive customer feedback you shouldn't be working there. And BtW I could've been vindictive and posted something on the towns facebook page. After reading Kristine's rebuttal and bc she had absolutely no remorse for her behavior and justified it (bc she is so close to the family) I would like to. I'm curious how many others in town have also received this disgusting treatment. She was highly irritable at hello and for sure I am not the only one. It's her nature. I'm done at this point. There are way too many pizza shops and I will NEVER go back here. This is only my 2nd google review and the first one was a 5 star. I only take the time out to post about really extraordinary experiences and this was the worst I've ever had with any business EVER!

Original review: I ordered 4 heros tonight and spent $50. I am more than happy to spend more than that on fresh food. People have different preferences for how food is prepared and seasoned but there is NO excuse for spoiled meat. My sons sausage pepper and onion hero did not taste ok. He would not eat it and my husband prefers not to complain, also noted the meat Tasted awful. I called them to tell them and I didn't want a refund, but wanted them to know it is annoying to pay for and get served old food and they must be aware of what they are serving. Christine started to scream at me that she eats there and how dare I trash talk, yes, trash talk their food. She also said that my business isn't wanted there and then hangs up on me-twice!!! I called back a 3rd time, appalled by what I had experienced. Like I'm not entitled to complain when I was served GARBAGE!! All I expected was an honest apology and to say they would try to make sure it didn't happen again. The 3rd time I did speak to a sensible human but the damage was done. Michelle- know who is answering your phone and representing your business. I just moved here from Brooklyn and love my pizza. I live right off of oak hill on 35 w/3 young kids that love pizza. There is a lot of competition out there and very close by. There is no reason bad customer service should kill your business. I dropped $50 on a Monday night and do that often. I will not support businesses that treat customers this way and serve...

Had a very bad experience here today.

First off, credit where it is due, the food here, especially the pizza is second to none.

Unfortunately, the head pizza maker has a very poor attitude, both toward his employees/coworkers and to his customers.

Extremely rude, extremely abrasive. "whatchu want huh huh huh watchu want man c'mon huh huh huh!?!?!" That sort of thing.

We walked in today shortly after they opened at 12:00 p.m. and the guy gave us an absolutely horrible attitude and acted like we were criminals. Super dirty looks and all. He seemed legitimately pissed off that we were walking in trying to give him business, you can't make this stuff up.

They had absolutely no food ready, which is disconcerting because if nothing was prepared then they shouldn't have opened until it was right? Like, if you open at 12, perhaps get in there at 11:30 ish and start prepping.

Then they even admitted to us that they got a late start, which is not our problem obviously.

When we were taking a little bit of time to decide whether we wanted to wait 15 minutes for them to actually make some pizza or go somewhere else, the head pizza maker started mocking our tone of voice and trying to make us feel stupid.

We told him we might come back later and we're thinking about what to do, and he gave us a smart-ass reply by saying "Are you sure you guys are actually going to come back later?"

We just walked out and went and got pizza in Red Bank instead, will never be back to Fratelli's.

Again, it's a shame because the pizza is outstanding and we've had it quite a number of times before, but the head pizza maker has a really nasty attitude, both to customers as well as the way he talks to his employees behind the counter.

P.S. You probably shouldn't let your cooks smoke cigarettes outside directly in front of the doors, not a good look. Not very appetizing.

P.S.S.

Since you can't respond to someone's response on Google reviews, I'd like to clarify a few things:

First, I appreciate the mature and professional response you have given me. Despite my partially negative review, you were very cordial about it.

However, it is true that the person behind the counter was verbally rude, despite the fact that my timing may have been off with regards to the exact moment I entered the restaurant. I figured it was 12 since they were open and I know they open at 12:00 and the doors were open and the lights were on and people were inside.

The person I was with asked me if I wanted to wait the 15 minutes for pizza to be ready, and as I was thinking about it I said "Ummmmm..." and the guy behind the counter mocked me by saying "Ummmmm...." right back at me, obviously imitating me. Very unprofessional. I would have been willing to wait the 15 minutes had he not done that.

Also, we were given very nasty looks when we walked in, again unprofessional and unnecessary. He was obviously visibly angry that we came in when we did. I guess if you don't want people to enter, don't unlock the door.

My friend and I decided to get up and leave quietly, and the guy behind the counter asked where we were going, to which we replied "Maybe we'll be back later." Then he said something to the effect of "Are you guys actually coming back later or what?" and I think we just said "I don't know" or something like that. There's just no reason to say something like that.

As far as my comment goes about him being rude to staff behind the counter, that didn't happen today but we've witnessed it in the past. It's just not a good look in front...

Never going back there; plain and simple. (quick back story, family and I have been going there weekly for the past 6 months. Never a wait as about 80% of tables are always open).

We go last night, seat ourselves, and wait 10 minutes just for a server to come by. I had to go to the front and ask if anyone saw us sit down, only to get a nasty stare and a 'one moment' finger from a female on the phone. Once the waitress comes by, she tells us it's her second shift working and to take it easy on her. We order our appetizer and two pies. She asks if we would like bread, to which we say of course.

Well about 10 more minutes go by, appetizer comes out but no bread. Look at the table, there's no small dishes. I look for her, nowhere to be found. So I grab a few dinner sized plates myself. Few minutes go by, she comes back and tells us 'bread will be out soon, it's still being prepared'... What? It's bread. Didn't know the bakery was delivering it.

Then I present to her a coupon for a free appetizer, value to $10. She comes back and says it won't be accepted because the appetizer was $11.75. Told her I understood and asked how come we can't just pay the difference. She said she'll ask the boss. Comes back to just say 'I'm sorry, they said no, pay full price'. She apologies but I tell her it isn't her fault, just horrible management.

Annoyed but settling up the tab, this short, old guy (assuming owner?) stared us (my disabled father and 4 year old son) down and essentially walked us out the door and stated 'no need to come back' when we walked outside.

Don't worry grandpa,...