Ugo's Pizza Bar — Restaurant in England

Very disappointing experience. I went this afternoon to order a takeaway. I was greeted by a lovely waitress who was very helpful and cheerful. I asked if it was possible to do a half and half to takeaway. She said she would double check with the chef that those 2 flavours could be done as a half and half on one pizza. The chef said it was no problem and the waitress took me to the bar to order where I paid and added on a tip too. The chef had started preparing my order. The manager then came over to the bar and picked up my receipt before shouting over to the chef in a very rude tone that they don’t do half and half pizzas. The waitress then stepped in and said that they had already accepted the order and I’d paid. The manager then turned to me and said “we don’t do half and half”. I explained I had asked when I arrived and had been told you did and had already paid and the chef was starting my order. She then said I’d have to cancel it and they’d refund me. I understand if I’d been told from the beginning that half and half was not possible, but to have the order accepted and paid for before she decided to cancel it is very poor customer service. They should have honoured the order I had already paid for and was being prepped! I also don’t understand that if she had not picked up my receipt or walked over for another couple mins then I would have walked out with that pizza. Again, an order that had been paid for and is being prepped should be honoured. The way she spoke to the staff in front of the whole restaurant was also appalling. She should have taken them aside for a quiet word to explain please don’t to accept a half and half order, rather than shouting across from the bar to the pizza station. I really felt for the staff who had been really lovely, and felt embarrassed on their behalf. A very disappointing experience. The staff were lovely but the manager has really let the restaurant down and in the end we took our money and spent it on another local restaurant. For a small family business, I would’ve expected much nicer customer service...

A black haired worker about 6’1ish was extremely rude the whole night and I have now come to the conclusion he is the reason for my outbreak of herpes. I had heard good things about ugos from friends and me and hubby were excited to attend. Upon exiting our new Mercedes benz (in public parking, Can you believe it!) we walked in the restaurant with high hopes, these hopes were inevitably crushed. We were shown to our table where I ordered the “Stan wick cran with shrimp” it arrived and I must say I was not pleased. The cheese was plastic and tasted like old rubber the dough was to be frank undercooked and caused long nights of pain including my bosoms. Furthermore the food was cold and I had to ask for it to be reheated. We left and fled as soon as possible. Unfortunately the unkind gentleman (who to be frank looks underaged) that’s served me was a walking minefield. Spots galore. After eating my meal and leaving the morning after I was awoken to cold sores on my mouth. I will be in contact...

The seating/chairs felt a bit cheap/unaccomodating.

Our order was taken but was subsequently lost - the staff were apologetic a kindly offered to remove a pizza from the bill as an apology which was nice.

The sides/starters were SUPER nice and tasty.

However when the main order came one of the pizza's were wrong - potentially in a rush to get the order, re-ordered, WE could've ordered wrong.. but we'd waited so long we couldn't be bother to get it corrected again..

Empty glasses/bottles were never removed from the table for the whole duration of our visit, so our table was very cluttered. The staff were not very attentive with drink orders.

Dips were generous in size which is a plus - normally places are really stingey with sauces!

There was A LOT of things missing from the menu. A lot of drinks and Desserts which was disappointing. Plus we had to flag down the staff to order dessert.

Sadly would not revisit despite the food...