Pizzi Farm Ice Cream — Restaurant in Waltham

I ordered ahead and the person on the phone was friendly and helpful. But when I arrived, it was like I didn't exist. There was a family ordering and one staff member was helping them, but two staff busied themselves with anything but even acknowledging me with a glance or a brief word.

Nobody else was waiting to be served except me. It took fifteen minutes for anyone to speak to me!

They kept serving other people who arrived rather than talking to me. I was directly in front of the middle window and in full view. The only person who caught my eye was someone who came in and acted like a manager or boss. That person looked away quickly and seemed unwilling to engage or make sure I had service.

It took 30 minutes from my order to make the frappe I requested. They said they'd ran out of oat milk and had gone to the store to get it, and ultimately I guess that wasn't working out, because they offered me a frappe made just with dairy-free ice cream. I suggested they add water to help make it a bit smoother of a blend... and to finish this exchange.

I understand that they may run out of supplies at times. That's unfortunate but not a problem--it happens sometimes. They could have presented more options to me sooner, or said that they just couldn't fill the order and apologized.

My complaint, and why they have one star from me, is that they clearly didn't want to serve me. I'm not sure if that's because I'm trans, fat, wearing a mask, had on a rainbow skirt, some other reason... or a combination.

For a moment, I considered just leaving. They certainly don't deserve my money! But I refused to give them what they clearly wanted: for me to be deterred by their behavior.

I have tried to consider any possible other explanation for their behavior. But they didn't know I was waiting for a pre-order for the first 15 minutes or so--I was just a new customer. But one they didn't think worthy of greeting.

Denying or delaying service to visibly marginalized people is commonplace. It's never right. I hope this establishment will take a look at their practices to ensure that all are served equally...

Great place usually, but an interesting development ensued. We arrived Sunday afternoon to a long line. A 40 minute line. Now thats not an issue. I knew what I was getting into. It took us 40 minutes to get to the front. There were 4 windows “open”, but two hard working girls actually serving at two windows. Not a big deal. Again this place is good so you know the lines. Each lady was working diligently and they were super friendly and were super quick. We get to the front of the line and go left. The woman in fromt of went right. We start ordering. And we are at the second order and the woman who was in front of is and went to the other window went to the last window to the girl who was suppose to serve her and said can I order. And the girl said im busy. Ok so she walked away with a lot of customers to do something else. Hey maybe she needed a bathroom or a break. But with dozens and dozens of people in line she decides to start crumbling up cider donuts ina tub of cinnamon and sugar. And not just one. Cause maybe she needed one for the next order. But the whole tray, and then got some more donuts in the backroom. I dont know why at that moment in time those donuts had to he taken apart. Maybe she knew the next 15 people were going to order cider donut sundaes. We were really all surprised and the lady in front of us who was now behind was upset. Could have said im going on break etc… but no im busy. There was another employee somewhere in the back because he came out to help someone with propane right away. The ice cream is always good. The frappe isnt made out of a milkshake machine it comes out of a machine that just makes frappes. So you wont see balls of ice cream put ina cup with syrup. It was soooooo good. There isnt plenty of parking ever, especially with the pizza food truck but we always park across the street at theschool. It is handicap accessible. Easy to get to from 95. Plenty of flavors. Although ILL say if you know you’re this good and this popular probably working on staffing. Those girls were working hard. Will continue to drive there...

Extremely disappointed! Market items were mediocre at best and they need to simplify their hours of operation between their three businesses (Ice cream, Deli, and Market). Esp viewing it on a phone there's so many different rules for the days of the week and times of the year between the three that it ultimately left us disappointed when we wanted to go for deli and ice cream today.

Arguably the most aggravating part of all this was the girl who was running the front-end; despite looking like she knew what she was doing the moment you talk to her it was the complete opposite. She was super quite and had no knowledge of anything we asked her. Wasn't super friendly imo. I had no idea if her first day was 5 mins before we walked in or if she was stoned. Honestly if it was her first day/week and was open about it I wouldn't have written about this.

Hope I don't have to give the same 1 stare review if/when I finally get a chance to try their Deli...