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The owner of Olivia's Kitchen said the reply "does not reflect our values" after screenshots surfaced on Reddit.

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Olivia’s Kitchen, an Italian restaurant in Somerville’s Ball Square, is responding after a sharply worded online reply to a customer review drew backlash on Reddit.

Owner Simona Sbano said the response, which appeared under the name “Olivia’s Kitchen (Owner),” was not written or approved by ownership.

The Reddit post, shared in the r/Somerville subreddit, included screenshots of the customer review and the restaurant’s response.

In the review, the customer described a disappointing visit, alleging that Olivia’s Kitchen did not yet have its full liquor license, closed its kitchen earlier than expected, and refused to serve tap water.

The restaurant’s response disputed the customer’s account and defended its policies.

Addressing the water issue, the reply said Olivia’s did not serve Somerville tap water because it wanted to provide “the best possible dining experience,” adding: “Pairing our dishes with something akin to pool water does not align with that vision.”

The response also addressed the liquor license complaint saying the restaurant had disclosed on Resy that it was still approval at the time. The reply went on to criticize the customer for not reading the notice: “Reading and understanding what one reads should be a basic part of everyday life, whether it’s for a restaurant reservation or purchasing a home.”

The tone of the response quickly became the focus of the Reddit thread, where commenters criticized the restaurant’s customer service and questioned its comments about Somerville’s tap water.

Owner says response was unauthorized

In a statement to Boston.com, Sbano said the online response “was not written or authorized by ownership.”

“The individual responsible has been disciplined,” Sbano said, adding that the employee was later let go after “other incidents followed.”

“It does not reflect our values, and we regret the misunderstanding,” she said.

Sbano, who is also the restaurant’s head chef, addressed several other complaints raised in the review.

She said Olivia’s Kitchen received its full liquor license in early April following what she described as a “standard and efficient” four-month approval process that began in January.

“Claims of ‘issues’ are inaccurate,” Sbano said.

While the restaurant was waiting for the license, Sbano said, guests were “transparently informed on Resy” and given the option to change their plans. According to Sbano, the diners involved did not raise concerns during their meal, and the restaurant learned of their dissatisfaction the next day.

Sbano also disputed claims that diners were rushed out of the restaurant. She said Olivia’s last reservation slot is 8:30 p.m., but the kitchen remains open until guests finish ordering.

“We never rush anyone; tables regularly stay until 11:00 PM to enjoy their dinner,” she said.

Restaurant changes tap water policy

Sbano said Olivia’s Kitchen has “never claimed Somerville’s water is unsafe.” She described the issue as “strictly visual” and related to the building’s water connection, where water can occasionally appear slightly cloudy.

Starting this week, she said, the restaurant will serve tap water to guests who request it.

“Municipal water is absolutely safe and used for all operations, including washing produce,” Sbano said.

She added that dishes, glasses, and utensils are sanitized in compliance with local Board of Health regulations, and that water used for cooking, such as pasta water, is boiled.

The City of Somerville’s Water and Sewer page links residents to MWRA drinking water test results. Massachusetts Water Resource Authority’s 2024 annual water quality report shows the agency met all state and federal water standards and described the quality of the drinking water as “excellent.”

Backlash has been ‘very painful’

Sbano said the criticism on Reddit has been difficult for both her and her staff.

“I’d like to remind everyone that behind every business there are people and families whose livelihoods depend on it,” she said. “Wishing for us to fail, shut down, or indirectly encouraging people not to come to our restaurant feels deeply unfair and honestly very painful.”

Sbano said she has worked in the restaurant industry for 30 years and has put much of her life into the business.

“Olivia’s is like a daughter to me,” she said.

Despite the backlash, Sbano said the restaurant will move forward and hopes diners will judge Olivia’s Kitchen by their own experiences.

“We work 16–17 hours a day using fresh, imported Italian ingredients with no additives or colorings,” she said. “We hope our community will judge us on the actual quality of our food and service.”