Fratello's Catering — Restaurant in Mokena

I’ve been ordering from Fratello’s for many years, even when they just had the Homewood location. I have always gotten the same thing every time because it’s probably hands down my favorite sandwich anywhere and that is the Chicken BMT wrap. Well, over the last couple of months, every time I order the wrap, they have been making it wrong and putting sundried tomatoes on it and no balsamic glaze. The first time it happened, I just dealt with it through DoorDash and figured it was just a mistake because they have a similar panini on the menu that does have sundried tomatoes but they are two completely different menu items. I also think sundried tomatoes are gross so I would never order a sandwich with them on it.

The second time it happened, I called them to let them know that this is now the 2nd time this error has occurred. The woman, an older woman, answered the phone and I explained the situation to her and she told me that I need to put no sundried tomatoes in the instructions. I told her no, I shouldn’t have to do that because the wrap isn’t supposed to have them in the first place and that it is an error coming from their kitchen that they need to straighten out. She became very rude to me and kept telling me that I should be the one to fix their problem. She then offered me partial credit for the sandwich which was BS because I should’ve been offered full credit right away since I was not going to be eating the sandwich. I then asked to speak to a manager and the manager handled things much better and agreed that it was an issue from their kitchen and that it would be straightened out and then offered me full credit for the sandwich. I still haven’t used the credit though because it can’t be used through delivery services like DoorDash and that is usually how we order from them given the current COVID situation.

Well, we decided to order again from them today and since I had been assured that the issue would be straightened out for the future, I ordered the Chicken BMT wrap again. Of course it was wrong, again. Sun dried tomatoes and no balsamic glaze. The kitchen staff is clearly confused about the menu and management is not explaining the difference to them. I dealt with the issue through DoorDash because calling to speak to Fratello’s about the issue proved to be ineffective. Unfortunately they have now lost long-time customers as we will not be ordering...

My wife and I order from here 2 to 3 times per week. We really enjoy the food. Unfortunately instead of the staff helping out and siding with the customer they'd rather argue and not admit guilt. We order LOADED waffle fries with every single meal there. Today we called back because we only got regular waffle fries and didn't argue of fight but the lady insisted that we ordered wrong. For the 50 cents it would cost them to add the loaded part to our waffle fries they'd rather get confrontational and lose a great customer and our friends and family. That is customer service 101...........the customer is right. That lady just lost business from us and everyone we know. We come from Abbey Woods in Frankfort and pass 50-100 food spots on the way. Our family and friends will NEVER go back.........because of TERRIBLE CUSTOMER SERVICE!!!!!!.......just understand in business if you are good or great hopefully those customers will tell 10 friends about you...........if service is bad they tell 100 people,,,,,,,that's just reality. For 50 cents take care of the customers. My family catered a meal for $800 from you in the past and tipped $250..........it's not about the money.....it's about making customers happy. Word of mouth is FREE advertising...........make your customers happy. The lady was confrontational on the phone..........that's the worse possible thing to do to a customer, especially when they are upset!!!! Make the customer happy. My wife is pregnant. She orders LOADED waffle fries 3 days per week..... .she craves your fries. She orders LOADED waffle fries with her beef, pasta, sandwich........everything. We ONLY get LOADED waffle fries with every visit. It was a mistake but to aggravate a pregnant, aggravated, irritated customer is not the way to handle a customer. You should have apologized and said that on the next visit you would make her LOADED waffle fries extra special......... just be nice and not...

I very rarely leave negative reviews and write a lot them but after coming for several years, there's been at least 2 food safety encounters, including uncooked salmon and now moldy desserts, plus a few misses especially with customer service.

Look stuff happens, but this is now more than a few times I've had an issue with the food safety and was nice about it, but they quickly responded to me negatively until I provided proof.

I never asked for a refund, but they did offer me a whopping $2.79 credit for the molded parfait both my son and I tasted (before we noticed🤢).

I was floored by the harsh attitude I received when I inquired about the amount of credit. Never been treated that way anywhere. I'm not the only one based off other reviews😮

So ensure you check your food if you plan on eating here, you'll get a bonus side of fury if you question it. I'll be sticking to Gatto's.

Original review: I'm always in search of a good salad and my daughter loves soups and this place has unique options for both. They recently opened it's very comfortable to have lunch in and cute decor. Again we were in search of soup/salad combos but they have so much more from sandwiches to flatbreads and desserts like cannolis. I ordered the chicken poblano soup and cobb chicken salad and my teen got the caprese panini and soup combo (chicken poblano). I can't wait to return and try other menu items. They also have a deli to take home different things from milk to ravioli. Ensure to call in your order ahead of time time too, it usually takes about 20mins to prepare so not a quick in/out, but such a cute place...