Firezza Pizza — Restaurant in London

Spoiler alert. It doesn't end well. Look the pizza is great but the service, delivery time and heat of the pizza make me sad. And when I'm having pizza I'm shunning the kale and exercise to treat myself. I'm beating myself up for eating white carbs and cheese but what makes it even worse is the awful experience that firezza provides. Picture the scene, it was a rainy Sunday that was New Years day. The hangover was relentless and we are all like one last yolo before the health kick starts. We fire up the iPad at 7:30 and it says 70 mins. Cool I can live with the that hangovers are a plaguing the nation. 90 mins later we call to ask where it is. A lovely lady says "sorry there's been a delay we are very busy, it's waiting to be collected have some free drinks and vouchers on us". Happy days. But they were short lived. 2 hours later that's right it's 9:30 at this point and I am ready to let the sweet embrace of death to swallow me up because the hunger and the hangover are both relentless at this point and so we call again and we get some guy who missed school on the day they were teaching manners and apologies because he was short on both. He's all like "it's been busy website says 90 mins." Ok cool however when we ordered it said 70 mins and also 90 mins was half an hour ago so either way it's seriously late. You can literally hear him shrugging his shoulders. We get no apology and he hangs up. 5 mins later the doorbell goes. What arrives? A cold pizza, no promised drinks, 2x vouchers for a free desert that expire on the 15th of January when I'll be balls deep in smoothies and the Atkins diet so fat lot of they were and a haunting lifelong disappointment in my lifestyle and pizza joint choices. Avoid. Unless you like disappointment and long waits...

Went to collect 2 pizzas today just before 15:30. When I entered the shop two guys were eating food out of a plastic box with their fingers. When they noticed me one of the staff stopped eating and came to speak to me. When I said I'm collecting two pizzas he proceeded to pick up the pizzas (with the hand he has been eating with, and has not washed!!) And handed me the pizzas. I then noticed how dirty his hands were and the pizza boxes were now covered in grease. I then asked for dips and needed change and continued to serve me with the greasy hand that he did not bother to clean/wash/wipe. He did not seem bothered about serving me with dirty hands. After witnessing this I didn't bother to eat the pizza as I felt physically sick. The hygiene especially during covid is shocking and I could not order from here again. I used to eat from here 2 years ago and it was amazing but never again. Absolutely disgusting🤢🤢🤢🤢 Update: have attached pictures of the...

Failed to deliver last Friday and couldn't get through on the phone. Staff confirmed the next day that no delivery staff turned up and front of house staff abandoned the store. Was told my refund would be processed from head office but heard nothing further. Struggling to get a response via this feedback link they're sharing with every other reviewer. They initially offered to replace the pizza or refund. I chose refund but wondering if I chose pizza if they could even deliver! Reviews all over social saying people aren't getting a response about refunds, avoid this company.

Following the company's reply below, your service wasn't slow, it didnt happen at all! Yes they tried to offer me a pizza again or a refund. I opted for refund and now not hearing back? Head office not answering...