PizzaExpress — Restaurant in Cannock Chase

We were seated and placed our order at 4:00 p.m., choosing the family bundle set. The drinks and starter were served approximately eight minutes later, but the rest of our food – two pizzas and two sides – never arrived. Despite waiting patiently until 4:43 p.m., there was still no sign of our food. Meanwhile, at least two tables that arrived after us were promptly served and were already enjoying their meals.

When I enquired about the delay, the waitress responded dismissively, claiming we should have been informed of a 45-minute wait at the time of ordering. However, no such information was provided, and we would not have stayed had we known. Furthermore, having already been served the drinks and starter, it was reasonable for us to expect that the rest of the food was being prepared and would arrive soon. Instead, we were left to wait indefinitely, without any communication or follow-up from staff.

What was most disappointing was the waitress’s refusal to investigate the issue. She insisted we had to wait, offering no effort to check if the order had been missed or delayed. She did not attempt to liaise with the kitchen or explore any way to expedite our order. The expectation seemed to be that we should simply accept the delay without question. When I pointed out that other tables who ordered after us had already been served, I was told it was because they had not ordered the family set. She then suggested we cancel the order if we were unhappy and don't want to wait, which felt dismissive, unhelpful, and unprofessional.

The handling of this situation was unacceptable. Being served a starter and drinks should not mean being left in the dark about the rest of the order. Staff have a responsibility to communicate, check for potential issues, and seek solutions proactively. Instead, we were met with indifference and a lack of basic customer care.

To make matters worse, I cannot help but notice that our table appeared to be treated differently. As a customer of Asian descent, I sincerely hope discrimination was not a factor, but the inconsistency in service raises concerns that should be addressed.

Mistakes, such as missed orders, are understandable, but honesty, professionalism, and proactive customer service must always be upheld. I hope this feedback helps your establishment improve its processes and ensure a better experience for all patrons.

AVOID THIS PLACE AT ALL COSTS unless you enjoy wasting your time and being treated with...

Bad experience and customer service at Pizza Express Cannock, first and last visit! The restaurant felt cold and we were put in a corner squashed up next to another table, when there was plenty of space on the other side of the restaurant. We visited for my daughter’s birthday and as there were a few of us, we asked for separate bills. We were told we could not do this because we were sat on the same table. However were told if some of us sat on the next table they could give us a separate bill? We obviously didn’t do this as we had gone out together. Although unhappy we accepted what they said. We made our order and the starters came out quickly but following that the service was slow. Mains took a long time to come out. We had to ask for desserts which were a part of the kids menu. They didn’t arrive and we had to ask again. They eventually came out, again after a long wait. The menu stated they get a bambinoccino with the dessert but this didn’t materialise and we didn’t bother asking because we had got tired of waiting. When we asked for the bill, that came out quickly funnily enough. However we were then told that we could not use Tesco club card vouchers which I had already exchanged, because some of the table had ordered a £50 deal from the menu. There was nothing on the menu to say this couldn’t be ordered if using a voucher, nor were we told this when we ordered the food, despite us already informing staff we would be using club card vouchers. This left me feeling upset and that I had wasted £70 worth of vouchers. It was only when my mother suggested to the manager that he charge us full price for the individual items that he agreed that we could then use the vouchers. He changed the bill, adding another £16 onto it. There was no customer service. All they are bothered about is getting as much money out of you as possible. Overall a bad experience that spoilt my daughters birthday, which is a shame as apart from the rip off prices, we...

Appalling service. Waiting ages to be seated. Huge queue of people building up. All servers looking at the line and not doing anything about it. Order got taken pretty quickly when we were finally sat. We were offered a high chair, we said yes. But then she walked off and we had to get our own which seemed odd after offering? We only came in for a couple drinks, a snack, and a meal for my child. We asked for the child meal to come with the dough balls we had ordered. The drinks came, a couple dirty glasses for the water. The daiquiri was nice flavour. Child enjoyed juice box. Bottled beer was fine - wasn’t the first choice. Dough balls came, again all fine. But the child’s meal did not arrive. He was hungry, we ended up giving him some of our dough balls. We couldn’t catch the attention of a single server. They were either not around or chatting. When we did finally catch someone, he said he’d check. The food didn’t come until the dough balls were gone. A heads up for the child’s bolognese, there’s not much meat. It may as well just be advertised as a tomato sauce. Everyone else was obviously unimpressed with the service. Many people were trying to find a server. Clearly the staff did not care. The manager (I assume) clearly thought she was too important to serve and only wanted to do the deliveroo/just eat orders. There was one server who really just didn’t want to interact with patrons. Also just to note, pizza express do not do table service outside. It then took ages to find someone to pay. Again, many people were sat waiting for staff just so they could pay. We all just wanted to leave. At least when the guy finally came over had the good sense to skip the tip part! What a shameful place - especially in the designer outlet location! I wouldn’t have thought pizza express really belonged in such a place. Just appalling. It’s much easier and much quicker to go to the Greek van just outside! Don’t bother with the restaurant. There are...