PizzaExpress — Restaurant in London

I visited Pizza Express South Woodford yesterday with my 2 boys after school and I was actually shocked by how rude the assistant manager in the restaurant was. I go to this particular Pizza Express quite regularly with my children (am a gold rewards member) and after having a nice enough meal it all fell apart when ordering dessert. I initially ordered a dolcetti with the lotus cheesecake but later asked the assistant manager if I could change the cheesecake to a brownie. Clearly there was some misunderstanding as instead I was given a main brownie dessert rather than dolcetti. When I tried to explain that there was a mistake the assistant manager rudely said “when you say you want to change from dolcetti to brownie that’s what it means” and stormed off. I was quite taken aback by how rude she was but on returning she said the same thing. I said that I thought she was being quite abrupt and rude to which she just responded sarcastically “no I’m not, enjoy your dolcetti”.

I must say I have come to this pizza express a number of times but this is the first time I have been treated like this and I would not sadly return. I mentioned it to another member of staff who just said there is nothing they could do as she was the manager on shift. The restaurant wasn’t particularly busy so I’m not sure why she was so rude. I even offered to pay for the brownie if it has caused problems but was told this wasn’t necessary. The whole experience was very unpleasant and I would not go back to this...

This was an incredibly disappointing experience.

After waiting at the front, the manager assured us we would be seated within ten minutes, as I was with two elderly guests who couldn’t stand for long. Thirty minutes later, an employee cleared a table near the front that had been empty since our arrival, only for us to be seated at a completely different table.

The staff was disorganized and rude. While our food arrived quickly, we were given side plates that hadn’t been cleaned from previous guests. On top of that, the staff repeatedly ignored my attempts to get their attention, forcing us to get up and ask for our bill at the front. When we received the bill, it included items we didn’t order.

The situation worsened when I tried to use my valid Pizza Express vouchers (which are valid Sunday-Thursday), but the manager and staff were rude and aggressive. I was told the vouchers weren’t accepted on Sundays, and that the employee was "doing us a favor" by accepting them, even after I pointed out the terms and conditions on the vouchers.

Overall, this was an extremely frustrating experience, and I won’t be returning to this...

I ordered food via JustEat, but the driver failed to deliver my order. Despite raising a complaint, no action was taken. I decided to visit the restaurant to address the issue in person. Upon arrival, I was greeted by one of the managers, Natalia. She was extremely polite and helpful. Although I was very irate and abrupt due to my autistic daughter's meltdown caused by the non-delivery, Natalia handled the situation with great care and sensitivity. She explained that food delivery is handled by third-party contractors over whom they have no control. Nevertheless, she generously offered to prepare my order again at no charge as a gesture of goodwill.

The food was prepared very quickly. I apologized to Natalia for my abruptness and offered to pay, but she graciously refused. Despite the restaurant being very busy, she dealt with the problem swiftly and professionally. I took the food back to my daughter, who was very happy. The food was of top quality, and my son and his friends also found it delicious.

I would definitely recommend this restaurant to anyone. They offer excellent food and outstanding...