PizzaExpress — Restaurant in London

From the outset, our experience was marred by inadequate service. We inquired multiple times about a promotional offer, and the waiter assured us it was available without checking. When it was time to pay, the bill was significantly higher than expected. The waitress then informed us that the offer did not apply but the other offer apply but that was not what we ordered. After speaking with the manager’s assistant, she agreed to apply the offer but explained it differently from the offer description. Even after the adjustment, there were extra charges, supposedly because we ordered the larger size of an item, which was never communicated to us by the waiter. The waiter did not ask us which size we wanted, and we were unaware of the size options. We simply ordered a Margherita pizza without mentioning a size, and the waiter did not specify or ask for clarification. The manager later argued that we had eaten the larger size, but how could we know what size it was without being informed? This was our first time in the restaurant, and we had no way of knowing the sizes available. Also when we got home, we checked your website menu again, and there were no sizes listed for the pizzas. The manager claimed we ate a Romana Margherita pizza rather than the Classic Margherita we ordered. However, upon checking your website, there is only a Margherita listed under the Classic section, not the Romana. So, not only were they rude, but they also lied to us. During a lengthy and frustrating conversation, the manager did not apologize or offer any professional courtesy. Instead, she made an inappropriate and offensive joke about our financial situation, which was entirely uncalled for. She later claimed it was a joke, but this was completely unacceptable behavior. we went to your restaurant to have fun and try somewhere new, not to be treated badly. It was not about the money we could easily afford to pay ten times the amount on the bill but it’s our right to stand up for what was promised to us, not because we don’t have money as implied by the manager’s disrespectful joke. Like everyone else, we have zero tolerance towards people with bad manners. Additionally, the service was extremely slow. None of the waiters came to take our orders, and we had to go to the till to call someone to take our orders. The tap water was served last, even after our drinks and food, which were also delayed. The staff exhibited a noticeable attitude throughout our visit. To make matters worse, the food quality was subpar. The chips were overly soft and almost mashed, and the pizza was mediocre at best.

We will never step foot in this branch again due to the disrespectful and rude treatment we received. I would strongly advise against visiting this Pizza Express location.

Edit: reply to your answer: No, you did not mention or talk about pizza sizes at all during our order. You only mentioned it after the wrong bill came. Please don't lie, because you as a manager weren’t there when we ordered, nor was the manager assistant. It was just one waiter, and the waiter who took the order did not mention anything about the size. If your staff lies about simple things like this, then that’s something for you to deal with. Trying to make your customers feel disrespected by indirectly saying we are lying is totally not the right way to fix things.

Regarding the adjustment of the bill, yes, you fixed it because that’s the right thing to do. However, it doesn’t change the fact that you treated us horribly, and the whole process took 43 minutes! This is proof that you gave us a hard time and refused to listen from the beginning.

We will never give this branch a second chance because even the apology you just made...

Edit May '24: made a return visit and the experience was a little better but the app is still very badly integrated with the dine-in experience. You can't check in until the server has "opened" your table but this isn't explained and you then can't use the vouchers until you check out, which you have to do via the app. Worse, I was initially completely ignored by staff on arrival and then told I had "used the wrong door". Very unwelcoming. When I left, I saw there was a sign on the outside of the door, asking customers to use another door, but some people were leaving when I arrived so the door was already open and I understandably didn't see the sign, yet I was made to feel like I was stupid and at fault for being ignored when I arrived. It was a terrible start to my visit. The rest of the meal was very pleasant though and the food was tasty. I like the wide range of options for different diets and appetites. Wine is overpriced but unfortunately what you now expect in London.

Updated September `22: have been coming here for many years and liked the views and atmosphere, which is quieter, calmer and feels less crowded than other Pizza Express restaurants, but my most recent visit left me very disappointed. The Dough Balls came out with a barely quarter full pot of Garlic Butter that already had a suspiciously Dough Ball shaped dent in it under the parsley leaf, a crumb around the edge of the pot and a speck of hair in it! I could be wrong but it looked like it had come straight from another table. Needless to say we asked for a replacement, which we got, but there was no offer of a deduction on the bill or much in the way of an apology. The Pasta was tasty but had little evidence of the promised spicy Sausage and the uneven heat made me think it had been microwaved. The staff were friendly enough but there didn't seem to be as many as there used to be. We weren't offered the bill on this or our previous visit and ended up paying via the app because we had trains to catch. Perhaps now more people use the app, they feel they don't need so many staff, but it seems a shame. It now feels like just another mass produced chain pub/restaurant but the reduction in quality is not reflected in the prices. The plumbing is also obviously in need of an upgrade with a sign on one of the toilet doors, saying they're doing their best to fix it, but it has been out of order as long as I can remember and certainly before the toilets were last refurbished! In the cubicles that are allegedly in order, there are signs telling you not to use more than 3 sheets of loo roll and to hold the flush down for at least 3 seconds... Even though one of the cubicles didn't even have a button to push because it had broken! I think I sadly now may be going elsewhere next time I meet up with...

How lovely it was to visit the Bankside branch of Pizza Express. Situated on the Thames by The Globe Theatre, this restaurant boasts stunning views of St. Paul's Cathedral and other London landmarks. Quality of food: 17/20 A fine example of Pollo Pesto with no mushrooms. The dough balls were mouth-watering and the Coppa Gelato was a fine consistency. Atmosphere: 20/20 The location and ambiance were outstanding. I loved the riverside views and the low ceiling added an intimate but not a claustrophobic atmosphere. The posh bar, beautiful reception and stairwell were stunning, giving one the impression of being in an expensive hotel lobby. Staff friendliness and efficiency: 17/20 Our waitress was lovely and very friendly. This was a busy branch but the wonderful, relaxed atmosphere made us want to prolong the experience. Cleanliness: 18/20 The overall cleanliness of the restaurant was of a high standard. It was a pleasure to visit the upstairs lavatory as it meant walking through the reception area and up the beautiful stairwell to see stunning views across London. Overall enjoyment: 18/20 A marvellous experience! Final Score: 90/100 (A/A*) Excellent/Outstanding Next stop:...