Was having a wedding, wanted it catered. Decided on franchescos cause the food is good. They couldn't have cared less about us. Terrible communication, no assistance. The vibe was something close to, "oh you would like to order food from us? Gee I don't know, maybe. We will try but, youre going to have to figure it out. We are really busy with other customers. Your $900 order really isn't that important to us" I am giving 2 stars instead of 1 for the simple fact the food is good. Cant take anything away from that but a complete nightmare experience of emails riddled with emojis and unexplainable exclamation points. No assistance. Treat the customers like they are a bother to them. Delivery of food was careless, and sloppy. My call history has 17 outgoing calls to franchescos and 1 incoming. That pretty much says it all. Details below. Wouldn't order from there again if it was free.
I submitted a catering inquiry on the website on or about April 15th for my wedding which was to take place on May 18th. It was 20 people at a private residence approximately 2.3 miles from the restaurant or 6min(according to google). On April 19th I received a response asking a few basic questions: number of people, location, and what kind of menu we were looking for etc. I responded immediately with those details and also asked if they were able to deliver the order and also if there were any staff that could be hired to serve the food like is sometimes available for catering events.
2 days later, having not heard back from them, I asked if there were any steak or beef options available since they were not on the catering menu.
The next day, now April 23rd, they responded suggesting I order off their catering menu and that since my event was on a Saturday, even though it was still weeks away, it would be "difficult to find someone to deliver and/or service staff to work an offsite event. We could look into catering steaks as an option" Okay? Look into it. This is a catering inquiry. Im not looking to hear 'good question' in response to my inquiry. They then went on to say to look at the catering menu, which I had clearly already done.
I responded an hour later stating that delivery was a big deal to us so I would like a yes or no. I gave the address again and pointed out that it was very close. I was also fine with no serving staff, that was not a deal breaker, but delivery was. It's a small wedding we are putting together ourselves, I didn't want people picking up food in their suits and dresses.
The response the next day was "Awesome! Please let me know if you have any other questions". If youre following along, I haven't had a single question answered to this point.
Also, I am already done with them at this point, however my bride was going crazy with everything else. We had already picked out an entire menu with the question of steak hanging out there and decided we were going to see this through with Franchesco's. If it was up to me I would have cut it off right there.
So after the Cool story bud answer to my last email, I called the restaurant. Was told to call back and ask for XXX, the person YYY I had been emailing with was not there. Called the next day and spoke to XXX who I later found out is an owner or partner... not sure which but a very high on the food chain member ok. I express to her that Im not feeling so confident about their handling so far. She tells me in summary they have been very busy. Taking orders, collecting money for them and delivering food I am assuming. Exactly what I am trying to do
Its now April 29th roughly two weeks from my initial inquiry. No questions answered, a menu I had already picked from sent to me and no answer on delivery. Also, no assistance, suggestions or guidance in placing an order. Its not like we haven't been corresponding, I cant explain it. I email saying I have the order together, except for the prime rib that is hanging out there. I again ask about delivery, and how should I place the order, do they want me to email, call what.
No response, days are going by. I call again. Same thing, gotta talk to so and so blah blah blah. Another day or 2 goes by call again. Get XXX on the line. She suggests the "possibility" of ordering prime rib for my event. I say, "sounds good. What is the price" she doesn't know and will call me back.
Couple more days go by and still no price or confirmation on the availability of the prime rib that they had mentioned. Why mention it if you don't know how much it cost or if I can have it at all? No call back.
It is now MAY 7TH ! I have called so many times ive lost track at this point. I email YYY "I would like to place my order today but I am still waiting to hear from you or XXX about the availability of prime rib as an option." read more