Teresa's Italian Eatery

Extremely disappointing experience with Teresa’s Italian Eatery in Middleton, MA, especially in how they handle gluten-free orders, delivery errors, and basic customer service. My partner and I placed an Uber Eats order. I have celiac disease, so when I realized the first order I placed wasn’t gluten-free, I canceled it right away and replaced it with a safe option—a gluten-free cheese pizza and a chicken parm. Unfortunately, the restaurant handed the canceled order to the Uber driver. When we called, the woman who answered admitted it was their mistake and assured us someone would bring out the correct order. After 30+ minutes passed with no update and our Uber order marked as “delivered,” we called again. This time I spoke to Sean Davis, who claimed to be the VP of Operations. He told us that because they still get paid by Uber even if an order is canceled, they don’t see cancellations on their end. When I asked if the food—now sitting for over an hour—could at least be remade so we could drive 15 minutes to pick it up hot, he refused and launched into a 15-minute argument instead. His reasoning? That they were “backed up against a wall in this economy.” Honestly, for a restaurant that has been involved in multiple public issues surrounding ethics and community responsibility, that excuse fell flat. This was a simple, low-cost fix to make something right—a $14 gluten-free pizza and a $25 chicken parm—and it would’ve gone a long way in showing they value people over profits. Instead, the VP refused to remake an order his own employee promised would be delivered. If you have allergies, require gluten-free food, or simply value ethical and responsive customer service, I would be extremely cautious ordering from Teresa’s. We were left feeling dismissed, blamed, and deeply disappointed.

We ate here for the first time about 8-10 years ago. At the time, the food was awful and our server was terrible. She basically refused to serve me because of my allergies. Fast forward to last month. We went out with another couple and decided to give it a whirl. I was pretty hesitant but as soon as we walked in, we were greeted with a smile. Our server was wonderful and very attentive. She wrote down my allergies and was very careful about checking what was safe for me and what was not. I ordered the carbonara with Gluten free pasta and it was the best. Everyone else in our party had delicious food. Last night we came back again to celebrate 16 years of me being in business and again we were not disappointed. I had to have the carbonara again. My husband had the osso bucco which fell off the bone, it was so tender. Our server was again very attentive and we just had a wonderful celebration. I have found my new favorite restaurant.