Fratello's Pizzeria — Restaurant in Town of Marcy

Went to Fratellos in Marcy for the second time and one thing is consistent with this place is that the customer service and timing is pretty bad. I ordered online 45 min before my pickup. I ordered two wraps and fries as I've already had the pizza here and wanted to try something different ( for the record is decent). I placed in the notes to have the order as soon as I could since the default online was set to 45min. Looks like they didn't care to look at that as I got their 10 min before my pickup. The girl at the front counter informed that my order says pickup at 7:30 so I gave them the benefit of the doubt and waited patiently. I waited about 25 min too patiently as the order wasn't ready for me until 15 min after my pickup time plus the 45 min online order default. As I approached the counter the girl threw in the items sideways and upside down with condiments attached to them. Then looked at me with a face as if I bothered her. I didn't complain because working in the food industry for 10 years I know what happens behind the scenes when you do. I was clearly unhappy and left annoyed. I wanted to at least try to food before I gave a review. The wrap itself was pretty good but didn't have extra cheese on it as I ordered, not much at all actually. The bag even says Xtra cheese on it. The fries were def undercooked(I had to recook in the air fryer). I'll give the place another shot and possibly change my review but if they fail again I'll probably stay away and just keep going to the competition in the area.

Update Finally gave this place another shot and my review stands. The food is just Ok, my son actually didn't like the chicken tenders and felt sick after them. If you order online they don't start your food until the receipt time says to pick it up. I ordered online and it said 5:50 for food ready to be picked up. When my gf got there she had to wait additional 15 min for the food which completely defeats the purpose of ordering out. We would of just ate in the building if she had to wait that long for an order that was ordered 40 min ahead of time. Keep in mind it wasn't busy either and when she got there 5 min early the girl made a point to tell her that she was early and that the order was for...

Let me tell you about this pizza place in Marcy! They understand and get the concept of wowing a customer. I of the best customer service experiences I have had in a long time. This will probably be my longest review ever. I would like to start with the experience. We ordered our food online and thought all was well. I went to pick up the food and the online order was placed for another location. Now in another place they could have said sorry you need to replace your order and pay for it again it was a large order and the food was made at another restaurant and will go to waste. Instead no questions were asked they immediately asked what we had and made it as fast as they could. I have been in a lifetime of customer service jobs and they are by far on top of the customer service game!! Well done!! Now let's get to the food. Growing up were inside I have experienced every type of pizza and wings you can imagine. They have an amazing food as well. The pizza reminded me of a pie from the old neighborhood and the wings were sooooo good!!! Perfectly cooked and the sauces are really good!! Thank you to the crew at Fratello's you have gained a life...

Placed an order with an employee letting them know I was looking at their online menu. They never said we don't have an online menu. I continued to place my order but then when it was picked up it was a lot more expensive than thier prices online. It's not the price that I'm leaving this post for but the attitude of the Owner. When I asked why it was so much more. I got screamed at that they did not put the menu up online and they saw it on Facebook and just deleted it. I don't have Facebook so I don't know why he even said that but he had to have some excuse. Lol. I found them here... I googled Four Seasons and a picture of the place came up so i knew it was the right place to look at a menu. He continued to scream at me "Have you seen the prices of food!" Personally I don't care how much it is if I want it. Never got to tell him they actually did not give me what I ordered. With that said, I won't be going back. He has serious anger issues. I feel sorry for the employees. Food was just eh...But there is a place across the street to...