Latorya C.
Yelp
I am writing to formally report a deeply troubling and humiliating experience I had on the evening of December 28,
2025, at the North Italia location in El Segundo. The conduct of your restaurant manager, Martin Villalobos, was
aggressive, demeaning, and discriminatory, and it has left me shaken and fearful of returning to an establishment I
have frequented for years.
I am a long-time local customer and regular patron of this location. That evening, I ordered my usual meal which I
have ordered many times and was seated at the bar, where I always feel comfortable and secure. When my
spaghetti dish was delivered, the bartender noticed the sauce was obviously watery and thin and advised me not to
eat it. She voluntarily removed the dish on my behalf. I did not complain nor request that the food be sent back.
A female manager later approached me, explained that the issue may have been caused by the prep team, and
acknowledged the preparation error. At no point was I rude, disruptive, or inappropriate.
Shortly afterward, Mr. Villalobos approached me from behind and forcefully placed his hands on me to get my
attention. This physical contact was aggressive, unwanted, and alarming. I was immediately offended and felt unsafe.
Then in front of the other customers, he abruptly stated that I would not be served and I need to "get out" and
ordered me to leave the restaurant. His tone was hostile and humiliating. He then forcefully tossed a takeout
container toward me to pack my food and instructed me to leave. When I asked for his business card, he again threw
it onto the table rather than handing it to me. His physical actions toward me were intimidating and entirely
unacceptable.
I was humiliated, shaken, and reduced to tears. The couples seated on both sides of me were visibly disturbed by his
behavior and left the restaurant as a result. I have never experienced treatment of this nature in any restaurant, let
alone one I have loyally supported for years.
I am an African American woman, and I cannot ignore the discriminatory nature of this encounter. I was treated with
unnecessary hostility, physical intimidation, and disrespect over an issue caused by your staff--not by me. I am now
genuinely afraid to return to this location due to how unsafe and targeted I felt.
I respectfully ask whether it is your policy to expel customers when a dish is sent back - particularly when the staff
acknowledges a preparation error. At no time was I offered an alternative dish or a resolution--only aggression and
expulsion.
This incident has deeply affected me. I request a formal investigation into Mr. Villalobos' conduct and a response
outlining how this matter will be addressed. I would also appreciate guidance on how North Italia intends to ensure
that all guests are treated with dignity, respect, and safety going forward.