PizzaExpress — Restaurant in London

I went to the Stanmore branch today at around 5:40pm, i hadn't booked as from my previous visits typically on a weekday (today is a Wednesday) it wasn't required. I hadn't been to this branch in a while and today as it was my daughters birthday and she requested pizza we thought to visit this branch. On arrival the Manager asked whether we had booked a table, i stated no we had not, he then went on to say the whole restaurant was booked with a very arrogant tone. I could clearly see that only possibly 5 tables were occupied leaving more three quarter of the restaurant empty at the time. He then stated that in about 30-40 mins all the tables will be full and he cannot take the chance. Furthermore saying that he doesn't have enough staff in case there telephone orders came in. I politely asked as i have two young children i will likely not be in the restaurant for more then an hour - the Manager had this very arrogant and rude tone with no service skills in his approach. When i got back to my car i checked to see if there was any tables and it showed tables were available at 6:45pm. The Manager could have proposed that there is availability at this time (doubtful we would have waited - however could have asked) rather then being very blunt and not service orientated in the slightest. Frankly, the Manager had no intention to welcome us as customers as he went on to say if i gave you a table i don't think we will be able to offer a good service. I tried to call the branch to confirm the Manager's name and as i expected no one picked up the phone (i tried 4 times at various times!) - so this goes completely against the Manager's earlier mention that if they get telephone orders the staff wouldn't be able to cope. I note in previous reviews the General Manager claims to state they have 'usually' high service levels. To be completely transparent I have been to many restaurants in the UK and abroad and this was the first time i walked away thinking is this what the service levels have come to - honestly speaking if i had genuinely thought all the tables were to be 'full' in 30 minutes given the busyness at the time of arrival then i would accept the fact that because i had not booked i had to forego it - but the Managers attitude was soo poor it was actually shameful for the restaurant and hospitality industry. All in all this experience has left a very negative experience of the Pizza Express Stanmore branch, I certainly will not be returning to this branch or possibly Pizza...

Went to Stanmore Branch for an early family dinner. Loads of staff standing around chatting whilst two groups stood waiting. Walked out, leaving dirty tables and clearly no managing of service…..Fabulous service over the road in Nando’s!! Redeemed themselves tonight. I did have the foresight to book, and were swiftly shown to our table. Busy as the FA Cup Final. Served by a charming young lady, and my wife, grandson and I had a lovely meal. Third time unlucky. Shocking service, watching four staff attend one table and having to ask to place an order having been sat for quarter of an hour. Telling the server I was not amused only made matters worse, our pizzas taking nearly an hour to arrive at the table (a Deliveroo would have been quicker!) only to say to what appeared to be the manager (in a shirt hanging out of his trousers and with stains down the front) that surely they were having a laugh, challenges me with his timed till receipt from when we placed our order - after we’d been waiting as above and had to request to place an order! Add to that our views of the table in front and behind, a venue I won’t frequent again. Shame cos the food was good (apart the halloumi that was delivered even later and although wiped off the bill, were awful) - the place was not busy and awash with staff. Convenient car parking. Much improved with decor upgrade and bespoke hatch for deliveries - appreciated a more relaxed dinner as a result! Nice meal tonight with our grandchildren and very nicely served by Mai. Pricing has become an issue for me though - £11.45 for chocolate cake and ice cream extortionate! Two stars deducted for...

Took my Mum for Mothers Day lunch yesterday.

We'd booked a table for 12.15pm.

Once seated we were told there was 1.5hrs time limit due to it being Mothers Day and the number of bookings they had which was totally understanable.

I must say the girl that served us was lovely.

However due to the time limit the whole experience felt very rushed. We were in there for less than an hour due to the mains coming out as we were taking the last mouthfuls of our starters, and then being rushed to order desserts, it could have been better paced and we'd still have been within the 90 minutes limit.

We both had 3 courses on the Mothers Day set menu. Apparently the deal was only available 1 per app user. My Mother (aged 79) doesn't have the Pizza Express app. I was told it would be an additional £2 for a non-member which was fine.

Then the palava began of manually adding the 2nd meal to the bill whilst using the app for 1. The Manager (Lucia I think ?) messed it up twice. She tried to over charge me and then justify it by saying one of the starters we'd had wasn't in the deal when it clearly was.

At no point did she apologise, she just got on the defensive suggesting it was my fault when I'd done nothing but order from the correct menu and follow her instructions on how to pay.

Not the experience I was hoping for taking my Mum out for Mothers...