Grimaldi's Pizzeria — Restaurant in Peoria

What an absolute disappointment. We have been to Grimaldi's Pizza in several locations in the Maricopa County and in the Las Vegas area. We always enjoy the food and the customer experience. This particular visit to the Park West location was anything but good. When we arrived the restaurant was busy and we waited a few minutes to be seated which is understandable on a Saturday evening. We were seated at a table directly next to the kitchen which was fine. We waited about 10 minutes before our server acknowledged us. She took our drink order, water with lemon; that was it, nothing special. Someone else brought the waters. It was another 10 minutes before our server reappeared to take our order. All the while we are noticing A LOT of carryout boxes leaving the kitchen. She took our order, a salad and a medium pizza, if you have not to Grimaldi’s to eat their salads are fairly large and could easily serve 3-4 people a normal size portion and a medium pizza will give you some to take home. We sat and watched as the tables around us had initial drink orders and meal orders taken and then nothing. About 40 minutes into being seated we received our salad. The salad was fine we ate it all the while noticing more To Go boxes leaving the building and most of the tables around us not being serviced after initial drinks and maybe salads being delivered. Finally, almost an hour after we were seated the server came over and told us it would be at least another 20+ minutes for our pizza. The server left after informing us of the time frame no explanation, no apology for the wait, NOTHING. Finally, and hour and 25 minutes later we received our pizza. It was average at best and the center was not completely cooked through. NOT WORTH THE WAIT! After we received our pizza I called another server over and asked why one of the cooks in the pizza line did not have his hair tied back and why was he allowed to have his long curly hair hanging over people’s food? She informed me she would speak to the kitchen manager who was standing right there next to the line cooks. We saw her speak to someone standing there and nothing happened. His hair was not pulled back and we received no further contact from the staff until our server dropped our check. To say this was a failure in customer service and restaurant management is an understatement. Why are you continuing to take and make takeout orders when you have a dining room full of customers? We had always enjoyed the food and the service at Grimaldi’s. But this experience has tainted our view of the company as a whole. If you have hours to kill, want little to no customer service and don’t mind the potential of hair in your food, eat at Grimaldi’s at Park West...

Been going to Grimaldi's for years, first in Brooklyn, then Denver now Phoenix. After moving to the NW Valley a few months ago we finally had the chance to try the Park West location yesterday. Its still a bit of a drive so we waited until my wife had errands to run in the area and I ordered online, figuring in the 45 minutes or so it would take she could knock out a couple of things and then swing by to get a pizza and salad. After she left, I noticed that the receipt said it would be ready in TWO HOURS after nothing mentioned on the website. I called to confirm this and the woman that answered informed me they were going into their 'stoking' time, whatever that was; she told me it shouldn't be an issue and then placed me on hold to check the status. After a couple of minutes she came back on the line and told me that they were working on the pizza and it would be ready in 40 minutes. My wife arrived at the time quoted by the woman I spoke to and was told the pizza was never made and that they were stoking the fire for dinner service. Apparently this process meant that the oven was too hot and would burn anything put into it.....ok, but why didn't the website indicate that they don't make pizzas between 2 and 4? Why did the woman tell me it was going to be made and ready in 40 minutes? They apologized to my wife and offered to comp the order and that they could have it ready in 45 MORE minutes, which was still earlier than the original 2 hour quote. My wife left and showed up again 45 minutes later and the pizza STILL wasn't ready, needing another 20 minutes which is now longer than the original quote. After apologizing again and offering a gift card for a future visit they gave my wife the pizza and caprese salad that we ordered. When she got home I threw the pizza in a warm over to keep it hot while we ate the salad. When I opened the salad container I found 5 thick slices of the most under-ripe, mealy tomatoes I've seen in a while, each topped with thin slices of mozzarella and a huge basil leaf.... what I did NOT find was the fresh cracked pepper or olive oil that the salad it supposed to be served with, not ON it or on the side. We used our own pepper and oil which is fine, we also added salt to try to perk up the otherwise flavorless tomatoes. You would think, after bumbling the timing and communication that they would have spent an extra moment to make sure that everything was correct, but no, throw some gift cards at the customer and hope they don't come back to use them? To be fair, the pizza, a large Don, was delicious and properly cooked, if a bit limp on the underside. After looking at some of the recent reviews of this location there appears to be an underlying...

We had our Christmas party at the Park West location recently. The food was amazing as it always is. The reason for the 2 stars is because I booked a reservation for 11 people from 3-5 pm in either late October or early November. When I booked the reservation I asked to reserve the back room so it would be private. I spoke to the gal about what food we would be ordering etc. I then reconfirmed our reservation a couple weeks before the party. At no time did anyone mention that they shut down their pizza ovens from 3-4:30. This was a Christmas party!!! When one of our team members arrived early she was told this. I arrived about 5 minutes later & asked if they could just wait until 3:00, take everyone's order (we were planning on ordering individual pizzas) and then shut down the ovens to do what they needed to do. I was told they can't do that so I ordered the pizza. The pizza was brought to our table before everyone even arrived. There were no plates or silverware on the table at this point. I then had to find someone to get water for everyone. After we were almost done with our pizza, I had to ask the manager where our salads and apps were that I had ordered when she brought out the pizza. She had to call the waitress that took the order because there was a shift change and they knew nothing about that order. Several times throughout the party, I had to find someone to serve us. The young lady that took over was very sweet but was not very attentive. Mind you, this was between 3-5 when it was not busy. The manager at first did not seem like she really cared. After a while she seemed to feel bad for our experience & did comp some cannoli's and half the bill. The sad part of all of this is the owner & his wife had dinner there prior to make sure this is where they wanted the party. They had a bad experience then also & was asked by the same manager to give them another chance. I wish I would have asked the manager's name. She needs a lot of additional training or a kick in the rear to learn what customer service means. That being said, I have been at this location several times before & have never had this kind of...