Grimaldi's Pizzeria — Restaurant in Irving

Worst Customer Service I’ve Had in Years

I’ve ordered 100+ pizzas from Grimaldi’s Las Colinas — always for delivery through grubhub. This was my first time dining in with my wife, mom, and toddler. It was a disaster from start to finish.

We ordered two pizzas: • BBQ Chicken • Quattro Formaggi (four cheese) with prosciutto

Instead, three pizzas showed up: the BBQ Chicken (correct), a white pizza with arugula and prosciutto (completely wrong), and eventually the four cheese — missing prosciutto.

The manager came over and said, “I don’t know how all three pizzas will fit.” That’s when I told him we only ordered two. He took one back, then returned with the white pizza and prosciutto — arugula scraped off, a few pieces still clinging to the cheese — and claimed it was “the same as” the four-cheese pizza. It’s not. That lie stuck with me, so I had the waiter bring him back.

I calmly explained again that it’s not the same pizza. He stood there stunned, then tried to justify it by saying he was only charging us for two pizzas — including the one we didn’t want. Instead of simply apologizing and doing the obvious (comp the error), he got defensive and started arguing. I said, “Just do the right thing” His response? “Will do, buddy.” — completely condescending.

Later, the server came back visibly annoyed, dropped boxes on the table, and rushed us out. When I asked to speak with the manager again, she refused, raised her voice, accused us of trying to get free food, and caused a scene. I said nothing and calmly asked again. Eventually, the manager returned like nothing had happened. I told him I still wanted dessert — which I’d mentioned earlier — and he brought it. Still no apology.

We paid (no itemized receipt), were never thanked or apologized to, and were treated like a nuisance the entire time.

No accountability. No professionalism. No decency. Delivery only from now on — and even that’s...

A must try for pizza!!

We snuck out of a concert next door at the Toyota Music Factory to beat the crowd after the show so we could score some pizza. We didn’t know we would absolutely love this pizza.

We were quickly greeted at the door to a quiet restaurant and bar on a Friday night. It seemed low key and had a great NY pizzeria feel to it. Service was good start to finish and it was great to see the manager up front and present as well as assisting his staff.

We ordered a bruschetta appetizer (we tried 1 of every kind) as well as a margherita pizza with pepperoni, along with some ranch dressing.

Bruschetta was wonderful: Tomato basil was very fresh with great flavor Artichoke was delicious and very impressed with the light but delicious flavor this one had. The red pepper and ricotta was def my favorite and the roasted red peppers were everything!

Now - for the best part - the pizza!!!

First, I want to recognize the man who worked his butt off the ENTIRE duration of our visit. This man was on fire!! He pumped our pizza after pizza like a machine. Carefully crafting each pizza and he was killing it! I sat there most of the time mesmerized by him. Victor - you alone made this the best part of my visit! Thank you.

The pizza was every bit of NY brick oven pizza. Hot and bubbly, crispy and slightly burned crust. Perfect amount of sauce. It was divine!!! My husband still raves this was the highlight of that weekend (not the concert we saw haha). I was even more happy with the best serving of ranch! THIS is the side of ranch I want with my pizza!!!

We are excited to have a weekend to take our kiddos next go round.

Love, love, love this place and look forward to seeing...

Late post...This incident happened 8/27 in the evening...I called in around 430-500 to make sure the ovens were on and heated (lesson from a previous experience) the person that answered said they were...Once that was confirmed got my order together and called back and ordered 2 pizzas..was told it would be 20-25 minutes. Got there and waited an extra 10 minutes before I went to the take out window. ..Paid and was told my pizzas were in the oven and it would be 10 minutes...at this time its been 35-45 since I placed my order...I waited another 20 minutes and decided to go in...there were 2 hostesses...one person behind the bar and at least 6-8 employees in the pizza making area milling around...the restaurant was not busy...a couple at the bar...a couple with a baby at a table and a party of 4 on the patio...I asked what the hold up was and was told my pizzas are being made now...I told the server I was told my pizzas were in the oven 30 mins ago...the manager was nice and started explaining about the ovens but I let him know I called and asked before I placed my order...he gave me two $5 gift cards and apologized and said it should only be another 15-20 mins...At this point its been over an hour and a half so I tell him just give me a refund and I gave the gift certificates back...waited almost 10 more minutes for my refund and by then the pizzas were done...Again the manager was nice and polite and gave me my refund and the pizzas...Got home and my pizzas were burnt and raw dough in the middle...this was dinner so I put them in the oven until done...Come on...