Fresh Way Pizza — Restaurant in Worcester

I have edited my review for Freshway many times over the years, but sadly I will never again be able to go there because of what happened to me today. All that I post here is also being reported to the BBB in a claim I am about to open.

Last night we had bad weather, but I carefully checked Freshway's website and saw that they were open for online orders, so I placed an order, then went out to make sure access to my walkway was safe. After an hour I received a confirmation email saying that my order was processed. After an hour and a half, with no food, I called them and no one picked up.

After a half hour of calls, I decided to drive out there, only to find they were closed. When I went in today, however, to get my money back, I was met with only hostility. The person at the counter would not identify himself, and did not say they would return my money; they only pressed me about why I got a confirmation email, to which I expressed that this was what I wanted THEM to explain to ME. The cashier kept smirking, saying that nobody was open last night.

At this time the phone rang, and though there were three other workers in the building, the person I was speaking with - without excusing himself but with a grin - interrupted me to take a call, to which I swore under my breath to myself. He did not like this, and used it immediately to pivot to attack me, saying that I was being rude and needed to respect him.

Folks at Freshway: respect is earned, and not only did your cashier position himself as though he would not give me my money back, he used my frustration against me. Then it got noisy in the place, so I raised my voice to continue being heard. Again, the cashier used this against me, saying that if I raised my voice he'd call the police.

Only after I expressed that I felt my money had been stolen did he, very slowly, give me my money back (in cash, not refunded to my card, thereby preventing me from having a record).

The original incident was bad enough, but to be treated this way; to not be given an apology, to be put on the defensive, and then to have my frustration turned around on me to paint me as the "bad guy" was disgusting, insulting, and hurtful.

All these issues build on top of a history at Freshway of poor service, as well as false advertising. Their menu is full of stock images that have zero connection with what they serve, and many of their menu items do not match what they serve. For example, I've not once gotten an order of buffalo wings that actually have celery and blue cheese, as claimed.

My complaints boil down to these points:

1. Do not have an online ordering system active if you close
2. Do not turn customer frustration into a reason to not give back money that was taken unfairly
3. Apologize when something like this happens
4. Contact us FIRST, don't wait for us to seek you out
5. Make your menu accurate.

All this, coupled with the dirty, grimy, potentially unsanitary interior... I will be going to Papa Flame or Go Grande from now on.

Again, Freshway, your cashier kept repeating that I needed to respect him. Respect is never owed off the bat: it's earned from honest service and a willingness to...

#7 on the Worcester Pizza Quest It was a snowy night and wanting pizza we looked at the list. Fresh Way Pizza right down the street from my house, we drive by it every day. We haven't heard good things, but you must try things yourself especially for the Worcester Pizza Quest. We called and got a busy single, shaking my head a busy single in the year 2008. Ok maybe this Thursday snowy day a few people are calling and filing up there phone lines. Three minutes later I try again and I get a busy signal. So wait five more minutes busy signal. So we wait a bit and try again in 15 busy again. Just about to give up we wait another 10 minutes and we got someone on the phone. If they are this busy you would hope whoever is answering the phone would be dancing having this much business. NOPE! Angry miserable voice "Hi" he says, I say hi how are you and he sits there and says can you hold. I wait until he gets back on. What do you want? I order just a cheese pizza. He hangs up. Great first impression. Fresh Way is near Friendly's at the bottom of the hill going to the airport. I walk in it's a dirty and no one was waiting and only two pizza's waiting to be picked up. I was thinking In the back of my mind why the phone line was so busy. My guess now not caring enough for the customers they only have one phone line it's the cheapest way to go. An angry guy asked what he could do for me I told him I ordered a large cheese he tells me the price takes my money gives me my pizza and that is it. Great second impression. We get home open the box it's the bready style pizza with just enough cheese to cover the pizza not a piece more. Taking a bite well now, the sauce was as best as I can describe it stale and blah. The crust soft doughy. After I took a bite it reminded me of high school pizza, I mean it. They make pizza just like cafeteria pizza. If you like that you will love this place. But for me that just sucks. So far this is the worst pizza I have had in Worcester, again any pizza is edible but I would never go back and tell everyone not to go there. The people are miserable the service terrible and pizza even worse. P.S. next day cold pizza. We never knew we tossed the rest away, why...

I recently decided to order delivery from Freshway pizza at 1406 Main street after hearing it was under new ownership. Unfortunately, it was a disappointing experience from start to finish, especially compared to the excellent service we used to get from the previous owners.

In the past, the delivery was always prompt, and the pizzas arrived hot and fresh. The previous owners clearly valued their customers and maintained high standards for quality and service. However, this time, the delivery was an hour late, and when the pizza finally arrived, it was cold and soggy.

The quality of the pizza has also declined significantly. The crust was undercooked, the toppings were sparse and unevenly distributed, and the sauce tasted different—less flavorful and more watered down. It’s clear that the new management is skimping on ingredients and cutting corners, which is disappointing for loyal customers like myself.

When I called to inquire about the late delivery, the person on the phone was rude and unhelpful. Instead of apologizing, they seemed irritated by my complaint and offered no solution or compensation. This lack of customer care is a stark contrast to the warm, friendly service we used to receive from the old owners, who always made sure to make things right if there was ever an issue.

The whole experience left a bad taste in my mouth—literally and figuratively. It's sad to see how much Freshway Pizza has changed for the worse. I used to recommend this place to all my friends and family, but after this recent experience, I can't do that anymore. I'll be looking for a new go-to pizza place that values quality and customer...