Pizza Express — Restaurant in Ashford

As regular customers here, we were really looking forward to our lunchtime meal today, we've been here many times before and it's our favourite pizza express. It was a really blustery day outside so as we approached the entrance, there was ample room for 5 of us to stand inside before being seated. We waited, but as other customers were also trying to get in, my husband moved very slightly into the restaurant area with my son (to make space for everyone as the horrible weather was getting worse whilst me and my daughters waited in the waiting area to be seated) A rather large gentleman wearing a checked shirt (who was in charge of seating) abruptly told my husband that he shouldn't be stood in the restaurant, he should wait outside as the inside space wasn't for him to stand? My husband was doing the right thing by giving space to a couple who had a toddler and a new born in a buggy. How very dare he! Why was no one else told this when they were waiting inside? Was my husband a dog? He said this in a very rude and abrupt way like my husband was an idiot, my husband nearly walked out as he felt so embarrassed. I then questioned this man and asked him where we were meant to stand and explained that my husband was accommodating other guests who had younger children than ours. The seating guy apologised many times by saying "I'm so very sorry" did he think it was ok to speak to us in this manner? Did he think because we were of Asian origin we couldn't understand or speak English? He also rudely told another Asian lady who walked in after us and picked up a menu to wait outside. I'm still fuming as all the other staff in this venue are absolutely amazing and credit to your company, we see them everytime we go for a meal and the service and food are both superb but please have a word with this guy who seated us for our 12.15 booking 26th January 2025 as his attitude and behaviour was disgusting, there's no point trying to make amends with us when you realise we're actually British born citizens who quite clearly speak perfect English, understand etiquette and common decency which this guy obviously doesn't have. Luckily the server we had and the meal prepared for us was absolutely lovely, just shame you have such a rude incompetent member of staff when your customers enter...

Our server Lottie was amazing. She was attentive, professional, and made great dining recommendations. The cocktails, on the other hand, were very small in comparison to other establishments. They barely had alcohol, and the glasses they were served in were small as well. I had the Strawberry Mimosa...it was sweet and refreshing, but it clearly did not have any prosecco. I also had the Passion Fruit Martini. Delicious drink with a slight tartness. I loved the real passion fruit pieces in the cocktail. This is the drink that appeared to be served in a "mini" martini glass.

Secondly, the mac and cheese was unflavorful (this was probably the most disappointing item we ordered). It was simply boiled mac topped with crunch...terrible. Thirdly, we ordered 2 Large pizzas: Sloppy Giuseppe & Garlic Prawn. My husband enjoyed his Sloppy Giuseppe. Both pizzas were dry and barely had cheese. I had to add garlic and chilli oil to my garlic prawn pizza so that it could be enjoyable. I would recommend adding slightly more cheese (as shown in the pics on the website). Very misleading. We ordered wings as well (lemon and herb and buffalo). They were very tasty. However, the last time we ordered the lemon and herb wings via delivery, the wings were juicier with a visible saucy garlic sauce in them. This time dining in, it was not as I once had them. They were on the dry side and not fully grilled. Some sides were nicely crisp, but other sides were white (blanched-looking).

We arrived at 6pm with a reservation, but didn't really need one, nor were we asked for one. We were greeted by what seemed to be the Manager. As people came in, they had to wait a long time before they were even acknowledged at the door. They should probably hire a greeter, like Wagamama, or maybe inform the staff to be mindful of people waiting at the door. At one point, a group of 4 elderly women who were standing without acknowledgment...1 of them walked over to a server to ask whether someone was going to seat them.

Overall, our experience was a 7. Definitely better than Pizza Hut or Domino's. If we return, we will make sure to ask for modifications or add-ons...

I attended Pizza express in Ashford designer outlet on 10th April at 3pm and the service was terrible from the start. I saw people before me and after me being offered tables (without bookings) but when I asked for a table I was told one would be available 1.5 hours later. I had 4 kids with me btw. I nonetheless waited. around. I then went in 15 minutes earlier to see if I could get a table and the manager said no. He didnt even look around to see who was finishing up. I told him a table was rounding up and he said fine, he needs to clear it. Throughout our time there I saw him mingling and laughing with all the guests but never checked in on us. When I told him the kids had to wait over 25 mins for the mains following their starters but everyone else who came after us got theirs quickly, he just said "oh sorry about that" - nothing else. When people left he would say goodbye when he was at the door but when we left he didn't. The whole energy was off and whilst I hate to say this - we were the only black family in the restaurant. I never normally leave a bad review but being a lawyer I can pick up on the vibes and it seemed he already had a preconception about black people/families. The kids were crying due to being hungry and there was no urgency given that they are minors. When it came out it was piping hot and so added more to their time to eat. I normally attend PE Ashford and never encountered him before but I will never be going again. We spent nearly £100 to be treated really badly....