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Subject: Formal Complaint Regarding Unprofessional Customer Service
Good evening,
I am writing to file a formal complaint regarding an incident that occurred today, July 9, 2026, at the Giovanni’s Pizza location on US-27.
This evening, after a long workday, my wife visited your restaurant, as she has done on many occasions, to purchase pizza for our family because we have always enjoyed your food.
When her order was handed to her, she immediately realized that the pizza was not the one she had ordered. She politely informed the employee who handed her the order. Instead of verifying the mistake, the employee responded in a rude and disrespectful manner by saying, “Then it’s not yours.” She took the pizza back and returned a few minutes later with the same pizza, then spoke to my wife in a dismissive and disrespectful tone, telling her to leave the restaurant.
My wife calmly insisted that they please verify her order. Rather than helping, the employee ignored her concerns, laughed in her face, and refused to provide any assistance.
Feeling humiliated, my wife left the restaurant. A few moments later, she returned to speak with the manager, who apologized for what had happened. Several customers who witnessed the incident also expressed their disbelief at the employee’s behavior and even commented that the staff continued laughing about the situation after my wife walked away.
Respectful treatment of customers is essential to the success and reputation of any business. It is unacceptable for employees who interact directly with customers to display such disrespect, lack of professionalism, and basic human decency.
The employee responsible for packaging the pizzas—a Puerto Rican woman whose name we do not know—treated my wife in a completely inappropriate and unacceptable manner. No customer should ever be humiliated or mocked for simply asking that their order be checked.
I respectfully request that management investigate this incident and take the appropriate corrective action to ensure that no other customer experiences this type of treatment in the future.
Thank you for your time and attention. I hope this matter is addressed seriously and that the customer service at this location reflects the quality that your business strives to represent.
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Brent Smith
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It was a comfortable feeling walking through the door l. Great food and good service! Highly recommend!!
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Ashley Robinson
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Love this place! Great service!
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amy carrigan
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Lovely meal, great service from JD!
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Jackie
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Our waitress was JD and she was amazing. Best service we have had south of the border!!
If you want great food and amazing service than this is the place!! Just ask to be sat in JD’s area!!
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Michelle Coutinho
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Ask for JD- best waitress ever :)
Also the food portions are good.
The pizza is amazing.
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Gabe Palomo
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JD was awesome
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Gabriela Martinez
Trustindex verifies that the original source of the review is Google.
JD was absolutely wonderful! She was so friendly, especially with the kids, which made our dining experience even more enjoyable. She was attentive throughout our meal, checked on us often, and was genuinely kind and sweet. Great service can make all the difference, and JD definitely did that for us. We’ll be happy to come back and hope to have her as our server again!
Posted on Google
Carmen Martinez
Trustindex verifies that the original source of the review is Google.
JD was a pleasure. Thank you for having us! Service was amazing. Will be back!
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