Bertucci’s

First off, I like Bertuccis as a chain. This rating reflects THIS SPECIFIC LOCATION ONLY.
— no bar
— terrible location relative to parking lot — it’s not even clear how to get into the place
— the seating area is small and right in between the take out pick up and kitchen. Tables are super cramped.
— slow service, and with the number of employees wandering around, this is really hard to understand
— poor service
I’d love to see them expand into the space next door, build out an actual seating area with a bar, and possibly outdoor seating. They’d need to get better trained/​more experienced staff.
The only thing this location has going for it is that it’s close to my house, but I will never again frequent it. I’ll drive to Framingham.

We visit different bertuccis at various times so we were happy to try this one near our new house. Unfortunately they don’t seem to have quite worked out the kinks. We waited quite awhile to meet our server (compared to our experience at every other bertuccis we’ve ever been to). The waitress was perfectly nice and reasonably attentive once she realized we were her table. we ordered our food but again it was a long wait — we joked that at any other bertuccis we would have finished the meal long before our food arrived here. Once the food arrived — the chicken Marsala tasted burnt through. The waitress kindly offered us our choice of alternatives and at least the chicken piccata was not burnt tasting but it was crispier than usual and bordering on burnt. Our waitress was great throughout — but she didn’t have the usual backup support that we associate with most bertuccis.

Food is good. But they never get the order right. Go to Waltham location instead. Probably better management.

The common thread running through many of these reviews is that the reviewer usually loves Bertuccis but there are issues with this particular location. I cannot agree more.
My wife and I really like Bertuccis food and were pretty excited when one opened up in Wayland. This location is great with lots of easy parking (unlike a mall for example). Unfortunately this is where the positives pretty much end.
The food here isn’t that much different than can be found at the other locations. It is, after all, a chain restaurant so you’d expect that type of consistency. The service though… wow…just really bad.
On two occasions we just sat there, ignored for upwards of 15 minutes when you could here crickets chirping it was so empty. More waiting forever to get their yummy rolls because they «ran out». Who ate them? The employees? The wait time for the entrees was laughable. In order to get our waiters attention for a drink refill I actually had to get up and find him. Never a routine check to see how our food was. The only thing that came quick was the check.
The only thing saving them from a one star review from me is that I haven’t encountered rudeness here. The employees have never displayed an attitude or anything, it just seems that they’re poorly trained/​managed. It’s as if they were all recruited from the local high school and thrown into a restaurant without any kind of education on service. They’re all young and oblivious, not at all bad people.
So I’d avoid this particular location if you’re expecting the usual Bertucci standards. That’s a shame given its nice location.

Can’t rate the food as we left after sitting for twelve minutes with no acknowledgement from anyone at all. Sad part is the booths were full and we were the ONLY occupied table on the floor. We saw way too many employees doing nothing. Has to be just poor management that just doesn’t care. No wait on a Friday at 6:00 pm? I now know why. Walked across the parking lot to «The Local» for flatbread and it was great. Too many good restaurants around to waste your evening here. Just a hey I’ll be with you in a bit would be at least a start.

How can a Bertucci’s location with such bad reviews be so full on a Saturday night? For me it is so enticing — the Wayland location is within walking distance for me, I generally enjoy Bertucci’s food and when I get a craving for Chicken piccata it calls to me. Sadly, this location is incredibly inconsistent. Roughly half the time the food and/​or service is outright bad. Not just subpar, but BAD.
Just last night I placed a carry out order. They called to let me know they were busy and it would take extra time to prepare the order — OK. When I arrived at the revised time, my pizzas were already in the warming window yet it took an extra half hour for the other entrees to be ready. Not only was I annoyed to wait there that long, but the «fresh» pizza was just sitting there getting old for at least 30 minutes. When I got it all home parts of the order were missing.
Long waits aren’t uncommon, nor are missing items. Other bad experiences have included burnt chicken piccata (really!) and cold food food arriving at the table cold (sure, the manager insists everything is made to order but an entrée can’t delivered to the table three minutes from ordering — even before the complimentary soup — and be cooked to order).
Even on the occasions when it’s not bad, the quality seems lower than other locations. I can’t imagine why Bertucci’s can be so consistent elsewhere but doesn’t care enough to raise the standards in Wayland. I need to keep reminding myself that the additional time to drive to Framingham is less than the time I’m standing waiting in the from of the Wayland location. When will I learn?

I usually love Bertucci’s but this particular location just lost my patronage. I called to place an order but the gentleman on the other end of the phone didn’t seem familiar with the menu and couldn’t get straight what I wanted on my pizza. So instead, I drove down and attempted to place my order in person. After getting the pasta dish and pizza straight, I attempted to order 2 dinner salads (the meals the adults were having and craving all day). Much to my surprise, I was told that they have no lettuce! Seriously? There’s a stop and shop right next door. Poor management to say the least, especially when they showcase their salads. Oh and by the way– I wasn’t ordering late night– 6:30.

Here’s a quick review…
First impression is everything, anywhere. If you are at the front of the house, you have to be 100% aware you are that responsible role.
I ordered out, walked in and found a large man with an apron on hunched over on the phone. He was mumbling something like, «yarr no drivers… Blah blah.» Punching things into the POS. I stood there and he didn’t even glance my way or gesture he’d be with me. So I just stood and did my best impression of «hey just standing here, I’m just checking out the décor.»
Your restaurant’s saving grace? You had two employees/​servers who saw me from literally across the whole restaurant. The place is small. They both almost came over, what A HUGE difference from the guy leaning and sprawled on the granite. The girl who came, first looked around the corner to see if anyone was there. She saw the yeti slouched over too and must have known to step in and help.
She was night and day. Pleasant, bubbly, helpful. She was repeating my order and from my right side I hear the yeti roar, «$ 22.96!» I turned towards him to see if he was taking to me, he was looking away, then finally looked at me. I had to ask, «were you talking to me?» He replies, «yar.»
Good riddance get him back in the kitchen, at least I’m hoping that was why he was wearing an apron.
Look, food is very important, but so is service. Im sure the food is on point as a bertuccis usually is, but like all reviews, one of the two importance will make or break you. Whoever chose to throw the yeti in to cover the front of the house should have paid the wait staff extra that night to cover the front and kept him in the kitchen.
They slayed the evil yeti… and the kingdom was safe once again from the bitter cold that threatened to consume the land. THE END.

This review is for a takeout order I placed about 2 months ago. Called it in at 7. Told it would take 30 min. Arrived at 7:30. Was told it would out soon. While sitting at the waiting area, around 7:50, I hear my order called out in the kitchen. It arrived at 8:15. Not surprisingly, the regional manager was there in person to apologize for the service and comp the meal. Surprisingly, the reviews since have not improved. I guess it’s hard to find good help nowadays?

I’m perfectly OK with Bertucci’s food. It’s one of the better chain restaurants. But the service at this location is awful. It’s a tiny restaurant, and there are always half a dozen wait staff running around like nuts, yet your own waiter is nowhere to be found when need something. I don’t know where they find so many clueless people. I’m a Wayland resident so I want to support local business, but go to The Local across the parking lot and for not much more money you’ll get stellar service and delicious locally-​sourced food.

Food always pretty good, service very inconsistent and the part that I have the most problem with is the cleanliness of the place. We don’t go a lot but the times that I have been the silverware and glasses are most always dirty. Yuck. This time we went we sat in a booth and the wall next to it was so dirty with food and drink splashes and spills. Why would this not be cleaned up? Very unpleasant to sit next to other people’s leftover food spills. Get it together Bertucci’s.

This review is based solely on this location. I usually love Bertucci’s but the service at the Wayland Bertucci’s is just terrible. We live around the corner so it is very convenient. We end up coming back in hopes that it will get better but it never does.
We came last week and it took 10 minutes for someone to come over and seat us. There didn’t seem to be a dedicated host… the guy who sat us had walked by about 4 times cleaning tables and washing counters before he mentioned being seated. There were 4 groups waiting and everyone was annoyed.
Next, we sat at our table for 15 minutes before we finally flagged someone down. No one had any idea who our server was. The table next to us had the same issue. Our waiter was very nice but he messed up 2 of our meals and served 2 of us the wrong wine. When our food came, it was cold. We had to ask for our rolls 3 times… it finally came after we had finished our main meal. He also forgot one of our soups. This is a typical night here unfortunately.
Last night we decided to go to the Framingham location and what a difference! Much better service.

I have to agree with the reviews that the restaurant has gone downhill. It was great when they opened. We go here a lot and have noticed the change. We went there last night and it was not that busy, but we had to wait longer than expected for our food. The waiter appeared quickly, returned quickly with our drinks. I waited a long time for a salad. The waiter came back and double checked our order, he wasn’t even close. Well, that explained the wait. When the meals finally came, my chicken picatta was swimming in lemon sauce. My wife’s medium salmon was charred on both sides. It seems to me that on busy nights, the staff is overwhelmed.

Worst service ever. Went at 2:00 and waitress had only 3 tables. Never offered us salad with our lunch which was to be unlimited. Our app came out after our meal only because we asked where it was. We never got refills on drink because she avoided our table. Another waiter, Kyle, finally noticed us and came to our aide. I tipped him instead of our waitress. You work for tips, here is one… provide service! We heard her other tables complaining of similar issues.

Normally I order pizza from the Framingham Bertuccis as it is closer, but this one was more convenient on my way home from work. This is the second time I have ordered pizza from here and both times it has been cold, not just luke warm from the car ride home but actually cold. Also I the pizza I ordered was the sporkie and there was minimal sausage, like one piece per slice and the rolls… ROCK HARD. I love the rolls but these were inedible. Very disappointed.

I thought this place was more than fine. I was hesitant about eating here because of the bad Unilocal review but I am glad my son insisted in eating here.
Kids pepperoni pizza was great. Bread rolls were fresh and toasty.
My shrimp Rossini was creamy and cooked just right.
Winston, our waiter was friendly and attentive. 5 star service. So why 4 stars?
I was totally turned off by their sty-​form take out boxes for our left over. Sty form?! Really?!

Inadequate staffing resulting in inadequate service AND food quality. This is the worst Bertucci I’ve been to and I am a Bertucci fan and Wayland resident.
Find another Bertucci to go to.

I love Bertucci’s food. But this location is run terribly. I have eaten «in» several times but you need to time it during non-​peak times. The food is excellent so that is not an issue. However, if the restaurant gets crowded, service goes down quickly.
But the reason for posting a review is this — I will NEVER get take out from this location again. Time after time after time take out orders are a disaster. It seems each time I have done a take out the person running the cash register for take out orders has no clue. But it is too painful to every time have an issue. The last time was a doozy. They lost one of the pizzas in my order and then made a new one. When we got home, one pizza was cold and the one they had to remake was undercooked (raw dough).
If this place could get their act together it would be great.

As a Bertucci’s fan, this was disappointing. I come to the Waltham and Fresh Pond restaurant a lot of have typically great food and good service. This missed the mark on both. If you hit a problem, talk to management and they helped us by making a new pizza (the first one had almost no cheese) and comped my meal because they had forgotten to bring my salad (I had the unlimited soup and salad). We sat outside so you kind of expect less than perfect service but ours was really bad. Water was filled once, no one checked in on us and management did not follow up on the second pizza (which was burned). I didn’t even bother to check the reviews before we came because the chain is usually the same across locations but I would go to another place before this one in this shopping plaza.

This used to be better, but has gone down in service and quality leaps and bounds. Mostly been visiting on Sunday afternoons and found the waiters to be lost and hard to find. They forget about you. You are waiting for the food and have to go to the desk to remind them to bring rolls. Then you remind them to bring food. Then you keep waiting and have to grab someone to remind them to bring the check. Rolls used to be fresh. Now they are unbreakable.