Napoli on the Road • Richmond — Restaurant in London

Do not trust. I had a dreadful situation on Richmond. Sent an email about it, Took me a while by how disgusted I was. I explained everything on the email and I was extremely honest. My email was ignored for weeks.

I had to beg to Chiswick chain for help. I was deeply honest to them about everything and why it took me a while to do all this. I am still deeply disgusted. They helped me and understood my points. I was told a refund was on its way. Even offered a free meal but I rejected twice.

I was served undercooked food, bad drinks AND EVEN ONE MAY FROM A DIFFERENT TABLE. Dessert old, had to be stabbed with the fork to get a slice. I am still disgusted by it, it made me sick. Imagine that happening on your birthday.

Their staff rude towards me and even other clients. After weeks dealing with this mess and speak through the phone with Andrea, the general manager saying to me "i am the head here", since he was asking through email after the whole mess that Chiswick had to deal on his behalf: This general manager Andrea besides of getting cocky and offering me a meal for a third time when I explained on email that I was disgusted by the idea of going there again tells me "i am out of control" when I am asking for a number to someone superior to him to speak; and "i am threatening him and the restaurant" when I am just disgusted by the whole procedure of being ignored, insulted and disrespected on the phone when it was clear that did not read the email I sent since I mentioned on there how disgusted I was to even have a meal there ever again. Days before even his staff was rude and cocky on the phone towards me. No apologies about it. I was asking nonstop for a number from head office or someone superior than him to speak. Rejected several times. Even by their staff in Richmond with shitty excuses. Include in there as well Andrea refusing nonstop. I have to waste my time losing my mind begging for help to now being always insulted and disrespected by them and hung on me saying "i have work to do" while blocking my phone number. Is this how you treat people? From starters, mains to drinks to dessert. Your staff gave me even disgusting side eyes going in and the classic "you cannot sit on the sofa" when they were free the whole time. Even worse, this so called Andrea was there just having fun and jokes with the staff instead of checking properly on the tables to now try to gaslight me that I am in the wrong. I regret not walking away at the moment I went in. I have my own right to ask for my money back. I even get said "You just want your money back" like accusing that I am a kind of scammer. I would be ashamed if I did anything of my ten years of service in hospitality to any degree of what they did to me. I have my own right to ask for a refund if the service was that disgusting, including the fact that I spent a month with no feedback and begging to the other restaurant. You just wanted to play with my mental, waste my time, call me crazy and gaslight me when I even told you that I am aware that are plenty of commentaries online, even on google maps telling the bad service and behavior of your staff to then be answered with a "I do not know what are you talking about"

I highly doubt this is what Michele Pascarella wanted for his own restaurant to be.

Avoid...

I really hate having to give bad reviews, I'm neither trying to shame this business nor vilify the waiter, but since being disrespected, I have the right to give my sincere evaluation.

I am talking about food quality here, not food style. This pizza isn't like the Naples one, it's like any other pizza can be because foods all over the world can never be the same as in their homelands, because the climates are different. Hencewhy british dough based foods like bread or pizza are not as good as Italy's. It's not because Italians are any better than others at cooking! I am a food researcher and Italian so I understand food quality and I understand on my receipt on the item description inside the brackets there is a very rude insult I do not wish to translate. In context, I had just returned from Genoa, Italy, that week, where I had the most amazing pizza with stracchino and pesto, (so much better than this Napoli on the road imitation pizza) so I was asking the waiter inside 'Napoli on the road' for something with pesto and cheese to compare it, but instead I was immediately pressured into trying to accept what I was being recommended by the waiter. This obviously is what  made me  change my pizza choice twice and be hated by the waiter, but it still took me around only 2 minutes to make my mind. As I was alone I was also willing to take pizza away instead of eat in so as to not take up a whole table on a busy Friday evening. I could go on and on by referencing the previous reviews of the Chiswick branch as well where there is a picture of mold in a dessert (how about an award for this?) and a totally nonsensical reply by the restaurant. In conclusion, I would have kindly given 5 stars anyway if it wasn't for this rudness, but here they are just using the name 'Napoli' as a marketing brand. Pizza express, Franco Manca, Pizza Pilgrims, Gordon Ramsay street pizza (actually very good, well done to Gordon for bringing great pizza to Great Britain), or the likes are all very similar in quality and a lot more comfortable to eat in.

Walk on eggshells when it comes to restaurant awards; they are a total farce who even their bogus journalists admit are "all very mysterious"... No wonder Marcus Wareing who stars in masterchef thinks Pizza Express serve the best pizza in London for the last 20 years

A few Neapolitan pizzeria alternatives: Bell&Buon (Richmond TW10 7PL, amazing food, comfort and customer service) Santa Maria pizzeria (SW6 2HA) 50 Kalò di Ciro Salvo (WC2N...

I visited for dinner recently, and unfortunately, the experience was far from pleasant. My friend arrived on time for our booking, while I was running 15 minutes late. From the moment we sat down, the waitress was rude and abrupt. She immediately tried to take our food order even though we’d just arrived and weren’t ready yet.

When we asked for a little more time, she told us we were “very late” and needed to order quickly because there was another booking after us. When we asked what time the next booking was, she said she’d check but then added that walk-ins also took priority because she wouldn’t want to turn anyone away and that she needed the table back as soon as possible. She stood over us and made us order on the spot. Despite following up, she never provided a clear answer about the supposed booking.

My friend had just got engaged and we wanted to enjoy a bottle of wine before ordering and relax whilst catching up over dinner and a couple of bottles of wine but were rushed out the door for no reason. When we left they had 3 tables seated.

The restaurant wasn’t even half full during our entire visit, yet the waitress continued to make us feel rushed and uncomfortable. Her attitude was dismissive, and it was incredibly frustrating to hear that walk-ins were given more priority than us, even though we had made a reservation in advance.

While the food was lovely (we were too flustered to fully enjoy it), the poor service completely overshadowed the experience. I wouldn’t recommend this restaurant if you’re looking for a relaxed or welcoming...