Prezzo Italian Restaurant Chippenham — Restaurant in Great Britain

Went for a meal out with my boyfriend last night, the service was pretty slow seeing as there was 2 other tables, my lasagne was fine, it's a chain so it was what I expected and was happy with that. For dessert I ordered a panacotta, and I've never had one like that before. It was not a smooth texture, but an unusual mushy one which was really unpleasant. So I obviously didn't even try to eat it and left an untouched plate of food. After ages the manager/waiter came to clear our plates and asked if everything was okay with our food, I politely said no I'm sorry and explained why I hadn't eaten it and got the reply "okay". Thought he was going to come back and offer me another dessert, another drink or offer to take my dessert off the bill... but nothing! I would of even been happy with a sorry to be honest but I am still shocked I didn't even get as much as that which is just mad, literally the most basic of...

So ok, the pizza oven was out of action. There were signs to advise you of this. The server again informed us which was good until she added, 'so stay or leave, it's up to you', in a rather off handed manner. We should have taken that as a sign to leave, but having travelled a way to get there, we decided to stay. The server didn't know how to pronounce some of the dishes which was strange, given she worked there! There were plenty of other choices, except when the dishes arrived they were burnt to a crisp. The only redeeming factor was the manager. She asked if we'd enjoyed our meal and I had to say that no we hadn't. Without missing a beat, she apologised and took money off the bill and made every effort to engage with us. She was great and knew a thing or two about customer service. The rest was...

I've been in here twice now, and both times, it was such a good experience. The staff are lovely and give you personalised, friendly service. The second time I went we were the first people to arrive at the restaurant and we got a choice of where we'd like to sit which was really thoughtful. We opted for the window seat so we could people watch. They always ask if the food is ok and if there's anything they can get you. We asked for extra water, ice, and ketchup on 3 separate occasions, and they always provided that for us. Staff always go the extra mile to make the customers happy, and it's really nice to see. The food is so tasty and it's always hot. I always order a margarita and house fries with a pepsi max. Portion sizes are good. I really enjoy coming here...