Grimaldi's Pizzeria — Restaurant in Gilbert

Being a 60 y/o pizza lover, I was thrilled to find Grimaldi’s. Great pizza, close to home. Until last night happened. The manager was so disgustingly rude, I may have to look for pizza elsewhere.

I was just going to let this go, and chalk it off to ‘Things happen’, but no manager should ever treat a customer like this: Here’s what happened: Through being a member of the ‘Arizona Pizza Lovers’ group, I found Grimaldi’s. So I downloaded their app, and was rewarded with a free appetizer, for joining.

Visit #1 - Ready to try Grimaldi’s for the very first time, I showed the reward to the waitress and asked if I could use the reward for their ‘meat and cheese bread board’. She checked with someone and said yes. It was delicious. Our pizza however was taking a long time. We noticed the waitress and some other guy looking at us and talking, then he came and told us that they accidentally gave our pizza to another table, and would start a new one right away. Hey things happen. The pizza was fantastic.

Visit #2 - Since the food was so good here we knew we’d be regulars here for life. So my better half downloaded the app too. We do that all the time for restaurants that we like, because many places offer rewards for points, and things like Birthdays, etc. And hey, who doesn’t love the occasional freebie, or discount? I’m not too proud, lol.

So again, we showed the reward for a free appetizer to the waitress, and again, she went to check. She returned with the ‘meat and cheese bread board’. And we ordered a large ‘Don’ pizza. Another great pizza dinner. However, when the check came, we had been charged 19.00 for the board. I asked her, and she said that she was told that the board was not an option for the reward. I asked her why she didn’t let us know after she had gone to check. She didn’t seem to care much, so I asked for the manager.

Now here is where things went bad. He arrived at the table seeming to already have a bad attitude. He showed me on the tablet thing that that item was not acceptable for that reward. I said, “okay, I see that, but I would just like to say 2 things about that.” I told him how we had come here for the first time a couple weeks ago, and used the reward for that item, and he flew off the handle. “So you did it a couple weeks ago, and then decided to downloaded another app, and come and try it again.” Like as if this was our thing, going around and scamming restaurants out of rewards. And he was serious about it. And he kept talking and talking. I finally had to stop him and I said, “I told you a minute ago that I had 2 things I wanted to say about this, and you only let me say 1. May I speak for just a moment? Like I was trying to say, if that item is not available for the reward, fine, we would have gotten a different item for the reward. But like I was trying to say, the last time we were here the waitress did it. And the 2nd thing I want to say is this: I asked this waitress today, and she said, “Let me go check”. Then when she returned, she sat the board on the table. Naturally we assumed that everything was okay, since she didn’t say otherwise.”

The manager then said, “I can’t take it off the bill, so let me go and call ‘Headquarters’ and see what can be done.” Then he returned with a new bill, with $10 taken off. When I told him that he just lost 2 customers, he said OK, and walked away. He really couldn’t have cared less.

Now I just want to say, this isn’t about the money. Good pizza, and a good pizza place is well worth the money. This is about how we were treated. I really thought I’d found my new ‘go to’ pizza place.

BTW this happened on 9/21/25. 5:15 PM. Check # 137. Server A K (I wish I had gotten the managers name) At 2168 E. Williams...

I like Grimaldi's pizza and have only dined in. This past weekend I decided to order online for pick up. I ordered two pies and two salads. My pick up time was 7:30 pm. I arrived at 7pm, the same time my first pizza was boxed and at the pick up counter. Another 15 minutes and my second pie comes out. Now I'm waiting for two salads. Why are my salads the last to come out? I have no clue. So I get my salads, and I'm out the door at 7:35pm. So one pie is already 35 minutes old. I get home 10 minutes later, so that is now one pie is 45 minutes old. Neither pie is hot, they are barely warm. The cheese on the pies are not longer soft and chewy. Add insult to injury, they got the toppings wrong on one of them. My bill was about $85. A waste of my money. Moral of the story, don't accept your pizza when they've been sitting for that amount of time. Don't order take out. There are better places for pizza that are more reliable for take out. Live and learn. So far no response from the corporate office. No response speaks volumes. Here is the GM's response. The most unprofessional with such a lack of customer service

Steven, I would like to apologize for your experience the other night in my store. As you well know we typically offer the highest level of food and service in our stores, and we really dropped the ball the other day. I will be using this feedback as a way to coach my team to perform to their normally high level. Thank you for your feedback as this is the only way we can continue to improve.

Thank you, Justin Bradshaw General Manager Grimaldi's Coal Brick Oven Pizzeria Check out their Google reviews. His response is the same form letter. Grimaldi truly could care less. It doesn't seem like much has improved There are much better pizza places that actually care about their customers and make things right when something goes wrong. Rather than insincere...

Been by numerous times and always wanted to stop as the oven smell radiating from the restaurant smells so good. Unfortunately we were very disappointed. Issues:

-Timing. After ordering, the server told a table next to us that they were running about 45 minutes for a pizza and that ended up about where we ended up too. I get places are light on staff these days, but 45 minutes for a pizza is nuts- especially for ultra thin crust. I don't think I've waited that long for any kind of food at any restaurant (outside of kitchen mistakes - dropped food, forgot an item, etc) and we've had wood fired pizza before.

-Pizza Quality. We had two pizzas, both were awful - certainly contenders for the worst we've ever had. Both were barely cooked enough (majority of bottom of crust was white) and they were both absolutely soaked in oil. The entire thin crust was completely saturated (and wet down the pizza tray beneath too) so the crust was 100% flaccid. Toppings (especially the heavier meats from 'the Don' pizza) fell right off when picking it up because there was so much oil. Tongue felt coated in oil (think residue from swishing a cap full of straight olive oil) when leaving.

I'm not sure if soaking the crust in oil is their signature style, but I'll say its definitely not mine. Id rather have had frozen pizza as at least I wouldnt HAVE to eat it with a fork and knife.

-"Coal Fired". I think they wasted their time going this route. None of us could detect any added flavor (maybe because the pizza wasn't cooked long enough?), and it didnt it cook very well so it certainly isn't worth it over wood fired or a conventional oven that can apparently crank pizzas out at a much more reasonable pace.

We definitely...