Oliva Pizza and Pasta - Shmeisani — Restaurant in Amman

KEEP AWAY!!

Edit (reply to owner, Ibrahim):

Dear Ibrahim,

Thank you for your prompt response. However, I am disappointed by your attempt to shift responsibility onto my family for the mishandling of the situation at Olivia Pizza. Your explanation fails to address the core issue: the lack of empathy and understanding shown by your staff, particularly Munther.

It is incorrect to state that my wife and child left without explanation. They were forced outside by Munther, who showed no compassion for the distress caused to my crying baby. There should never be a reason to keep a baby crying for 10 minutes over a $16 bill. This heavy-handed approach is unacceptable and unprofessional.

I understand the need for policies, but rigid adherence without considering exceptional circumstances lacks basic humanity. I left due to an urgent matter involving our water supply—a common situation in Jordan. Missing this opportunity would have left us without water for 1-2 days. Despite explaining this through FaceTime, Munther aggressively enforced the policy, leaving my family humiliated.

Your response suggests customers should manage their circumstances without impacting your staff. However, staff should show flexibility and compassion in genuine situations. This incident caused undue stress and tarnished Olivia Pizza’s reputation. Given that you likely understand how challenging it can be to be without water as a family, I hoped for more empathy.

I am puzzled and disappointed that you blocked me on WhatsApp when I reached out to discuss this privately. Why are my concerns only being addressed now that they are public? This undermines the sincerity of your apology and suggests reluctance to engage constructively with customer feedback unless it is public.

Your policy, as enforced in this instance, is not justifiable and certainly not humanitarian. I urge you to reconsider your approach and train your staff to handle such situations with empathy. While I appreciate the apology, words alone cannot undo the damage.

Original comment:

I am writing to share an extremely negative experience my family and I had at Olivia Pizza, which highlights the unacceptable behavior and poor customer service at this restaurant.

During our last visit, my wife, baby, and I ordered a pizza that totaled approximately $16. Due to an urgent matter, I had to leave the restaurant suddenly—water delivery teams had arrived to refill our water tanks, a common occurrence in Jordan. I left without informing anyone at the restaurant. Later, I explained the situation to the cashier, Munther, via my wife's FaceTime call, assuring him I would return in 10 minutes to settle the bill.

When we ordered the food, I tried to pay upfront, but Munther instructed me to pay at the end. When my wife called to remind me about the unpaid bill, I explained the situation to Munther through FaceTime, showing him the water tanker and the gentlemen who had arrived. Missing this opportunity would have left us without water for the next 1-2 days. Despite this, Munther insisted that we could not leave without paying immediately. He kept my wife and baby waiting on the street for 10 minutes, causing my baby to cry continuously. This behavior was aggressive, unreasonable, and completely unacceptable.

When I later contacted the restaurant manager, Ibrahim, to address this issue, he blocked me on WhatsApp and did not respond to my calls. This lack of professionalism and empathy is appalling.

As expatriates living in Jordan, we have never experienced such humiliating treatment over a minor amount like $16. This incident was not just an inconvenience; it was a distressing and degrading experience.

One star is too generous for this establishment. If possible, I would give zero stars. I strongly advise all foreigners to avoid Olivia Pizza and their chain of restaurants. The behavior of the staff and the management's lack of response reflect poorly on their service and treatment...

I have dined at their main and original several times (and I love it). When I learned about the opening of their second branch in Shmeisani, I wanted to give it a try.

Just like their original branch, their second branch is located alongside a slightly quieter yet nearby busy streets of the neighbourhood. This branch also shares additional similarities: ordering via counter, minimal seating, same menu with medium and large size options for pizza, and street view.

The difference (apart from the neighbourhood) is that it feels a bit more “open” indoors than the original branch - which is a bit more crammed and smaller indoor space. The same goes for the outdoor space seating. Which feels a bit more spacious and separated from pedestrian walking paths.

As it’s the same menu, I do order my regular order: vegetarian pizza (request without cheese) in medium size. It tastes just as good and goes well with the chilli olive oil and oregano olive oil on the side.

I think in contrast to the original branch, this one is good as it feels slightly less busy to find a table for more than 1-2 people (which the other branch, sometimes I have to wait a bit if I go with a friend or more).

Service is good.

Smoking is outdoors only.

It doesn’t have disability access - access is through some...

Ooook so where to begin.

I went to this place after me and my friend were craving some pizza. And i must say, their pizza is great !!

The dough was chewy and crispy at the same time with a pronounced crust and a great taste. The toppings were fresh and delicious, with fresh italian basil on top! (Mega plus IMO). This greatness of a pizza os only enhanced with the complementary basil oil, and chili oil that they make. They were incredible !!

Their bruschetta was good, but it needed some garlic which was missing. The bread they use is of good quality and toasted perfectly which only made it better, it still needed the garlic so a 4/5

The atmosphere is warm and cozy. Very good choice with the color pallet!

My ONLY issue was the service. While the cashier was fantastic and the cooks were friendly and helpfull, the waiter we had was rude! When he asked how the food was, i pointed out that the bruschetta needed garlic with it, he proceeded to condisendingly saying " why? Did you eat it in italy or something?" just take the criticism and walk away like a professional? It's not like he made the dish.

But all in all, it was a good experience. The service didn't bother me that much because i alwaus focus on the food, but i feel like it...