Last night my wife and I decided it was a pizza night so we shuffled up to Grimaldi's in DC Ranch. Even though the location in the Quarter is much closer to home, we like the atmosphere at this North Scottsdale location much better. Alex took good care of us as we ordered our appetizer of Caprese and a large white pie with a side of anchovies (for me) as our main course. Unfortunately, our pizza arrived prior to the appetizer. Also, my anchovies did not arrive with the pizza. We told the server to cancel the appetizer which we were looking forward to as we arrived pretty hungry. So, at this point, Chris the manager arrived at the table with the Caprese. He was very apologetic and unhappy at how our order was mishandled. He explained there was a problem in the kitchen during a rush with one pizza maker down for a Saturday night. He said the appetizer will be on the house along with the anchovies and our choice of dessert. He came back a few minutes later to check on us and again apologized and articulated how important it is to him to keep his customers happy. This visit received our highest rating for the quality of the food and for the way they responded to the order being mishandled. There's a reason why some restaurants succeed and some fail. Treating the customers the right way when there is a breakdown in an order is a recipe for success. Also, a big shout out to Alex our server and Ashley the bartender on duty.