Pizza Pilgrims — Restaurant in London

We went to Pizza Pilgrims on Carnaby today as we looked at the reviews and thought it looked pretty good! It was god awful to say the least.

Needless to say that with a 4.8 out of 5, I’m expecting high standards - well, as high as you can for a pizza place.

The service was SLOW. The lady seated us downstairs in a booth where the children had access to game consoles and a TV, I thought this was great! But realised it was the only one in the restaurant, so we felt like we’d been purposely sat far away in case our children disturbed the atmosphere.

Next, the service. Possibly the worst service I have ever had to encounter for a well-reviewed restaurant. The drinks and food order was taken 10-15 minutes after being seated (we were parched) and then the drinks were delivered substantially later than expected - 27 minutes to be exact. Then the food came 48 minutes later!!! It was absolutely appalling.

Then, our food came and it arrived COLD. Not even to the level which you would expect as part of food health and safety regulations. We ate and drank as we had waited for so long, we were starving and were afraid that if we waited any longer and complained about the food it would take just as long to resolve.

Then when the lady came over she had asked us why we didn’t inform her about the pizza, but she never came to check up on us re. Once the food was delivered - nor anyone else!!

We complained and instead of getting an apology, the lady asked my mother in law if she would like another pizza when she had clearly eaten a pizza. The lady offered a Nutella ring for desert and we said no as we were stuffed and that arrived quicker than the pizza, which we didn’t ask for or want. Poor communication and a complete waste of resources for the restaurant. THEN, the children who were expecting their ice creams as part of their children’s menu never arrived, so the children had no desert even though that was part of the children’s menu. We did complain to the lady and after we politely and graciously shared our awful dining experience and the food quality, she never returned to the table again to take our payment and WE had to go to HER to take payment. What sort of establishment has customers actively go up to them to pay for their meal?

Honestly, it’s a real shame as the pizza would have been good if it was served hot but I cannot say whether it was any good as I had to eat mine cold.

As per the authenticity of the pizza served with the best ingredients from Italy, which relays this on the menu - I cannot say it does after what I had eaten.

Unfortunately, if I could give this place less than 1 star rating I would. The experience I had was unforgettable and not in a positive way.

It may not be the best of the best, but I still expect a restaurant charging 12.5% service charge to the public to be up to standard...

A Slice of Heaven in Carnaby – Thanks to Carolina at Pizza Pilgrims

If you’re wandering through the charming lanes of Carnaby Street and craving something soul-satisfying, stop everything and make your way to Pizza Pilgrims. But this isn’t just a review about their legendary Neapolitan pizza – which is as good as everyone says – this is a heartfelt tribute to the warm, attentive, and unforgettable service provided by one particular star: Carolina.

From the moment we walked in, we felt like we were being welcomed into someone’s home – and Carolina was the perfect host. Her smile was genuine, radiant even, and her energy transformed the casual pizzeria into something warmer, more special. She struck that rare balance between attentiveness and letting us enjoy our evening – always present when needed, never intrusive, always kind.

Carolina didn’t just take our order; she made us feel like our evening truly mattered to her. She walked us through the menu with such enthusiasm that we wanted to try everything. Her recommendations – the double pepperoni and spicy honey pizza, and the white anchovy and caper special – were spot on. Every ingredient tasted carefully chosen, fresh, and authentically Italian, but it was Carolina’s passion that made the food even better. When she described each dish, it was as if she were telling a story – one full of love, family, and sunny Italian afternoons.

Throughout the meal, Carolina checked in with perfect timing – always with a warm word or a quick joke that kept the vibe light and joyful. We noticed how she treated everyone around us with the same grace: an older couple laughing over limoncellos, a group of tourists who couldn’t decide what to order (until Carolina expertly guided them), and even a family with small children who clearly adored her.

What struck me most was how naturally she created a sense of belonging. That kind of hospitality can’t be taught; it comes from someone who genuinely cares. In a busy part of London where restaurants often blur together, Carolina made Pizza Pilgrims unforgettable.

As for the pizza? Incredible. Crisp-yet-chewy crusts with the perfect leopard spots, bold tomato sauces, creamy mozzarella – each bite brought us closer to Naples. The sides and drinks were equally lovely, and the Nutella pizza ring for dessert? Heavenly. But what truly elevated the experience was the feeling of being cared for – like we were more than just another table.

Carolina, thank you. You turned an already-great meal into a highlight of our time in London. Pizza Pilgrims is lucky to have you – and anyone reading this should ask to sit in your section. You made us feel like part of the famiglia.

5 stars, hands down. We’ll be back – for the pizza, yes, but mostly...

Always good pizza at pizza pilgrims… let down by the rude and unbothered staff. The vibe felt like the customer was an inconvenience or an obstacle in the way of the staff chatting and socialising.

The front entrance was apparently closed off and we made the honest mistake of coming in through the small gap in the potted plants. I say again super honest mistake we were hungry. We approached the nearest member of staff and asked politely if there was space for 3 to eat. The staff member in question immediately before we had finished the sentence said can you please exit the restaurant (already inside the door) and re enter through the entrance in the arcade. At this point, I understand we had made the mistake of coming in through a place that wasn’t intended for entrance but we were inside. Is it really necessary to have us exit and come in again before you address us? A simple “next time guys please come in through here” would have sufficed. And we would have been apologetic and understanding.

Obviously now the vibe was now set to hostile and unfriendly. We were not served until one of us flagged the staff member in question down to take our order, we were hurriedly whisked through the order process and it was over before we could ask for anything else. Not unheard of but I could tell it was correlated.

The next member of staff when we had asked if it was possible to charge our phone was also very hurried to get rid of us and frankly wasn’t interested in service or addressing us. Not a big deal but worth a mention as it contributed to the overall atmosphere.

Overall great pizzas as always, but let down by being made to feel like we were inconveniencing them and not welcome.

I can understand if you are busy and having a bad day, it happens to the best of us. but if this is a reminder that we are happy paying customers that pose no threat to your establishment then maybe...