I Love Frankie's, Worcester's Best Pizza — Restaurant in Worcester

I DON'T write reviews, it means so much for me to write this and I'm only doing this because I've never experienced anything like this in my life. I'm doing this for the mom's out there who understand what it's like when you have hungry kids and when they hear they are getting pizza for dinner and it arrives but it's something they can't eat... no one and nothing prepares you for that.

I placed a delivery order today (Sunday 9-28) at Frankie's after a long day of cleaning and being home with the kids alone and I wanted to treat ourselves to some pizza. I've ordered from Frankie's before and they have great pizza. I ordered delivery because we have 1 vehicle and my husband was out with it and wouldn't have made it back before the kids went to sleep at 830pm.

I called to verify if they could do half and half on a grandma pie, since I was ordering for me & my husband plus kids. The lady that answered the call said yes and that it would be ready around 630pm since the grandma pies takes longer. I said okay and placed an order at 435pm. At 620pm I get a call, he said they don't do half and half for the grandma pies. I told him about the call I had with one of the people that work there and he just said they don't do that. He asked me which one of the 2 (pepperoni or buffalo chicken bacon) would I like. I said just pepperoni to which he said okay. Now at 7pm my order still wasn't on it's way to me, I was worried. So I called the restaurant to get an idea of what time to expect the pizza since my kids had to wind down and get ready for their 830pm bedtime. The app said the driver was there and when I called they said no one was there to pick it up and it had been ready. I told her what the app said then the lady said "oh he just walked in and he has your order now". The food didn't arrive till 745pm and to my surprise it was the wrong order. I call the restaurant, the lady that answered said there's nothing they can do and that it had already been delivered. Meaning I should've known it was the wrong order before it got to my house? And intervene/ send it back? At this point I was confused. She said the owner was the one who called me at 620pm to confirm it and he said I said buffalo chicken which I would never because I have a 5 and 2 year old who love pepperoni more than anything else on their pizza. She handed the phone to the owner who came to the call already yelling at me saying I had said buffalo and that I want free food by asking for my money back. He said he could make me a pepperoni pizza and it would be ready in 22-25 minutes and I could go pick it up and pay fully for it after the mistake was theirs. This was pure gaslighting and it frustrated me that I was spoken to and treated this way. I offered to bring their pizza back tomorrow since they close at 830pm and my husband wouldn't have been back yet. And I wasn't about to uber with 2 kids at 8pm to go pay for the pizza I had paid for already. At this point I was in my kitchen crying, overwhelmed and couldn't believe how I was being talked to/ treated. This was not okay and will never be okay. You can't treat people like this. I suggested to the owner to get a recorded line because if you can't give your customers the benefit of doubt or admit where you've gone wrong, you shouldn't be in the business of catering to customers....

I was referred to I Love Frankie’s by a family friend and decided to place an order without researching reviews something I usually do, but this time, I trusted the recommendation. I called on Saturday, April 26th at 1:40 PM to place a pickup order for Sunday, April 27th at 12:30 PM for a birthday party. The order was simple: three large 24-inch pizzas (two cheese and one pepperoni). I paid in advance, as required.

From the first call, things felt off. The woman who answered barely spoke and seemed disinterested. I actually had to call twice because at first, I thought no one had picked up. Still, I went ahead with the order, assuming it would be handled professionally.

The next day, my cousin went to pick up the pizzas—and they didn't have our order. I was told it wasn’t entered into the system. I understand that things can go wrong, especially on a busy Sunday. I’ve worked in the food industry before and know the pressure. What bothered me more than the mistake was the lack of accountability and communication that followed.

Once they figured out the order, they said my cousin waited “only 20 minutes,” but she was there much longer. Then the pizzas finally arrived and they were all burnt. Unfortunately, we couldn’t serve them at the party. We had 25 kids to feed and had to scramble for a backup plan.

I called again to explain the situation. A young woman on the phone was kind and did her best, asking me to send pictures of the pizzas through Facebook for a possible refund. I appreciated her effort. However, in the moment, I was focused on saving the party and didn’t think to take photos. That’s on me.

Still, I called back Monday morning to follow up politely. Another staff member tried looking up the order, but of course, couldn’t find it because the original mistake was never fixed. I tried to explain everything. He told me they were overwhelmed with 400+ orders that day, which I understand. But what I didn’t appreciate was how casually my concern was dismissed.

At one point, he said, "To be honest, I don't feel like telling him (referring to the chef or owner), because he doesn't send out burnt pizza, and I know he won't give a refund." That response left me stunned. Not because I wanted a refund (at that point, I didn’t even care anymore), but because of the attitude. No empathy. No responsibility. No effort to make the situation better.

As a customer, I believe a refund is the last act of dignity a business can offer when everything else fails. As someone who has worked in customer service and owns a business, I also believe that if your team is afraid to communicate feedback to you or doesn’t feel empowered to do what’s right for the customer that’s a leadership issue.

I’m not writing this review to demand a refund. I’m writing it to share an honest experience and to hopefully encourage improvement. After reading more reviews, it seems I’m not alone. There’s a pattern here. Mistakes happen, but how a business handles them makes all...

Let me just start by saying I was highly disappointed with the service I received here. Unfortunately I was never able to try the pizza that I ordered for my kids and I for Valentine’s Day. I traveled over an hour to Frankie’s on Valentine’s Day to get a large heart shaped pie pizza, I ordered my pizza at 6pm and was told it was a 2 hr wait which I was fine with since it was the holiday and plus I was driving far to get the pizza. I found Frankie’s on TikTok and heard all great things about the place.

The customer service (girl at the front) completely sucked. Originally when I called to place to order the girl just picked up the phone “hello” … there was no “hi hello thank you for calling I love Frankie’s” , I was confused as if I called the wrong number. Fast forward to when I arrived to pick up the pizza I met the same girl at the front told her I was picking up and she said I had to wait another 45 mins, so now it’s 8:45 pm (I drove down and waited the 2hrs plus an additional 45 mins) to be told after waiting the additional time they would need an additional 30 min. I asked has the pizza been made and she said they are working on it.

I asked to speak with Frankie that I could clearly see in the back making the pizza and the girl said no. I unfortunately left the restaurant with no pizza last night, and when I called to complain the girl at the desk just said sorry the order had not still been started, 3 HRS of waiting sitting outside in the car and just getting the run around. I asked when would the pizza be down honestly because I have been waiting so long and if she could give me a TRUE timeframe of when it would be ready. She said she couldn’t and the pizza was never started.

Our order was never started and I wish we was just told “hey we are busy tonight, it might take a few hours” or just don’t take an overload of orders that you can’t fulfill in the time your giving customers.

I was highly disappointed. The girl at the desk just seemed to brush me off and she was getting annoyed but I should be the only one that frustrated since I was waiting well over 3 HRS...