PizzaExpress — Restaurant in London

Walked in at 4.20pm this afternoon with my wife and children to a near empty restaurant, apart from 2 customers tucked away down the back, and we didn't even receive a hello just a 'do you have a reservation?' To which we replied 'No' as it was 4.20pm on a Tuesday afternoon and we thought that we would treat the boys to an impromptu Pizza Express.

The waiter proceeded to check with a member of staff, maybe a Manager, who was eating. Returned to us and lead us to the only table in the entire restaurant that was not properly set, so we couldn't even scan the QR code to do any ordering and also next to the only other table in the restaurant.

At this point my wife & I sat there and we were both actually gobsmacked at the atrocious level or service. We both looked at each other and said 'let's go?' as neither wanted to spend our money at this Pizza express. At this point the waiter came to our table and asked if we would like to order, no engagement whatsoever, just looking at his handheld ordering device.

And the response to us saying we were leaving was 'ok' that was it!

I would not call myself a regular at this Pizza Express but my family and I have dined here for the last 3 years on Christmas eve when my brother is back from the USA and we have created some cherished memories that are now tarnished.

As fellow hospitality employee with over 20 years experience and the General Manager of a pub I can honestly say this is some of the worst service I have ever experienced.

The lack of interest in wanting to give the correct Pizza express experience: inviting, warm, engaging, prompt service, hot food and good value was utterly devoid.

You have clearly just spent a lot of money on a lovely refurb of the restaurant but if you entrusting the running of this outlet to the staff we encountered today then you will not succeed.

The one word that comes to mind from this whole experience as to how my wife and I have been left feeling is 'inconvenience' , we were an inconvenience to your staff.

Our trade is not in a strong enough position for an outlet to have people walk out because we were an...

Not been to this branch for years, only reason being that I had some Pizza Express allocated vouchers to spend. I've said this before but this will definitely be my last ever Pizza Express experience for the foreseeable future considering the astronomical price of even their classic pizza at over £15 and £10 for a glass of Chianti wine, never mind their rubbish service. We ordered Mushroom Arancini for starters (£8.95) which was a bland, unexciting dish, don't bother.

Although the atmosphere (on a Friday night) was ok, what really irritated me was the fact that nearly all staff members were obsessed with prioritising delivery pizzas over guest orders. I must've counted at least 20 pizzas leaving the restaurant before I was forced to ask for an update on our order. Turns out their kitchen hadn't even looked at our ticket yet (we'd been waiting for 20 mins by now) and it was only when I expressed my annoyance that I was told they would attend to our pizzas without delay. Although my Etna Romana was cooked to perfection, my daughter's classic pizza appeared undercooked. I would've said something had we not been waiting that long, not really a situation we should be forced into. No apology or "how was your food this evening", don't think they really gave a sh*t.

It's a shame Zizzi down the high street is gone as I would prioritise them over Pizza Express any day with a much more exciting menu. This unfortunately puts PE into a monopoly situation on Surbiton high street although I can highly recommend a lovely local restaurant called Cento Uno Surbiton on Maple Road, just 5 mins walk from...

To my amazement I found the service and food well below the standard I usually receive at Pizza Express around London. This was my first visit to this branch. The staff were more interested in chatting to each other then pay attention to the customer. Menu was very grubby and dirty with grease marks and finger prints. Drinks were served promptly. Pizza arrived quick enough. However, it was not cooked through at the bottom. Romana base is meant to be thinner and crisper. My pizza was floppy and soft and base well under cooked. I asked for chilli oil which was promptly delivered to my table. The outside of the bottle was dirty and sticky to touch. Not once during the meal did anyone come to ask if I was enjoying meal or wanted another drink. Nor was I once asked if I would like coffee/tea or desserts. A massive missed opportunity to increase turnover. As I would generally go for coffee and dessert. I just did not feel that my custom was appreciated or that I was welcomed. I am sure that the service and poor product quality is an exception to this branch, for I enjoy great service and fantastic product in other Pizza Express branches around London. I eat on average 3 times a month at...