Basilico Marylebone — Restaurant in London

Ordered delivery from Basilico for the first and, unfortunately, the last time this evening. We were going to order through Deliveroo but then saw on the restaurant's website that you could order directly from them and choose a time window for delivery. Our daughter was coming home from a sport competition and was expected around 20:15. We requested delivery between 20:00 and 20:30 and got an on-screen confirmation and an email confirmation with that time window. Apparently, that is meaningless because the pizza showed up at 19:40, 20 minutes before the start of the window. We called the restaurant to complain--the first time they didn't answer the phone. The second time they answered after many rings and the gentleman on the phone started escalating the discussion and raising his voice to explain that they got a piece of paper saying that the order should be done ASAP, that the times are estimated, etc. We explained that their system seems to be communicating differently with the restaurant than with the customer and they had a complete lack of sympathy for the situation. The gentleman offered to have his manager call us back, which he did a few minutes later but again it was just a repeat of the same discussion--they did not listen, talked over us, told us that the system told them to make the pizza ASAP so that's what they did and he sent a WhatsApp of what they received, and we sent a WhatsApp of the confirmation we received. They told us we should complain to their online ordering service, which makes no sense since we ordered directly from their website rather than Deliveroo. We weren't asking for anything in particular, just to express our displeasure with their system, but there was no sympathy and no effort to make it right.

As for the pizza, it was ok--not terrible but not anything special. Of course, it might have been better if it were fresher and if the conversations with the restaurant had not left a bad taste in our mouths. There are plenty of better pizza...

Ordered mozzarella and tomato salad and got tomatoes and chopped onion instead from Marylebone/Crawfor branch. £5.45 for tomatoes and chopped onions! I called and I was told to take a picture and email them..did that and never heard back! Truly abysmal. Years ago i used to order from Fulham branch and the quality used to be excellent and you get a decent quantity of toppings on each pizza. Over the years they got sloppy, The Crawford branch, where I got a pizza the other day, had its the toppings being cold and so few you could hardly find them...e.g. here were 4 very finely slices (more like traces) of asparagus (far less than 1 piece of asparagus) yet you are charged £3-4 for this topping. Similar with other toppings. Overall: Standards dropped over the years. It's a pity since I used to be a big fan. Very...

The worse place ever… I ordem on Deliveroo one large pizza and one small sweets pizza ( Nutella) was more hard than stone and was missing the hazelnut crunch on top was totally different from the picture… I called the manager and he said this pizza is like this and I told in this case you need to stop sell this for the people cause the is no way to bite it and he said I’ll send cheese bread for you to replace and I said I want something sweet and he said I’ll send ice cream but you need to pay extra 7 pounds for it ( the ice cream must be with gold cause the pizza was 8 plus extra 7 will be 15 pounds only for the ice cream ?) what a shame… He was so rude he couldn’t stop eating to talk to me I even told him and he didn’t care at all and told me to do a complaint cause he didn’t...