Fratelli's Pizzeria & Catering — Restaurant in Waterbury

Awesome place...not! Ever since this place changed hands the quality has gone downhill. Ordered 2 pizzas, 1 cheese and a pizza with sausage, onions, peppers and olives on it. For once I didn't wait 2 hours. Our apt is clearly marked but the driver calls me and makes me come down to HIM to get my pizza. We get the pizza upstairs and the cheese is fine, not spectacular, but decent. I try to eat the second pizza and all the toppings slide right off the crust. The pizza is swimming in grease, meat grease and oil, not cheese grease. The crust is a complete soggy mess. I called to complain to management, was put on hold 5 times and finally the manager/owner got on the phone. He was rude immediately, demanding to know what I wanted, and when I tried to explain, kept interrupting me telling me I didnt know what I was talking about and that I didn't know what "quality" ingredients were, swearing at me. I wasn't looking for a replacement or money, I just wanted to let them know that they put out an inferior product in the hopes they would take constructive criticism. Spending $35 of my hard earned money on 2 medium pizzas, one of which is inedible...

I called the Hill Street location to place a delivery order and they told me to call the Baldwin Street location because of the location I lived in, even though, I'm only 3 miles away from the Hill Street location. I called the Baldwin Street location and they stated to call the Hill Street location, after I told her that Hill Street told us to call them she put me on hold and then came back on to take my order, and the young lady that answered the phone seemed as if she was new or distracted but she was not understanding the order even though I was speaking very clearly. After an hour waiting for our order we called them and the same young lady that took the original order stated "it should be there in 10-15 minutes", after 38 minutes we called again and the same young lady who still could not understand what was being said on the phone, stated it should be there in 5 minutes. At that point the order was cancelled because I was not going to eat something that has been on the road for more than 1/2 hour , and they expect to be payed full price. I would recommend better customer service for your location and...

The food is definitely not bad. I have enjoyed it every time I've ordered. The service is what is my complaint. The first time I ordered I ordered with a specific time for the food to be delivered. I called way ahead of time so there was no rush for them but the pizza still showed up over a half hour late. Big deal when you only get a half hour lunch and can't eat because the food showed up late. The manager made this right by crediting me the money I paid and an apology. Second time, no issues. Third time, the pizza guy was given the wrong phone number so he sat outside for fifteen minutes, didn't bring a menu like asked (the prices on their menus do not reflect what you will be charged. I "had an old menu" when I questioned why the price was so much higher than what I calculated), didn't bring plates or cups, had the soda on the pizza so the box was crushed in and all the toppings were stuck to the lid. I'm big on service so I will probably not be...