PizzaExpress — Restaurant in London

VEGANS OR ANY OTHER DIETARY REQUIREMENTS AVOID I would recommend anyone avoid to be honest because this place is dangerous. I ordered food from the vegan menu and confirmed with the staff that it definitely was vegan as I have an extreme intolerance to dairy, plus it’d be a trigger for my ulcerative colitis. As I haven’t consumed dairy in years I wasn’t aware I was until my sister said she thought she could smell (dairy) cheese. We summoned the waitress who served us and asked, and she sniggered when informing us it was dairy cheese, even beckoning over the chef and saying to him “she ate the cheese” which caused them both to smirk and find amusing. This was a vile prank which in other circumstances could prove fatal. I immediately attempted to induce a vomit, without success, and then an ambulance was called when I collapsed. I was taken away because my observations were abnormal and had become very unwell. Because I refused to pay for an expert medical report Pizza Express refused to accept any liability. It’s worrisome that this venue isn’t uncommon for hosting children’s parties, and with so many intolerances and allergies around these days it’s only a matter of time before one of their in house pranks results in a more severe adverse event than that I experienced.

I attempted to resolve this amicably with Pizza Express to no avail. If this were an isolated event which was dealt with appropriately then I wouldn’t be writing this review. My experience there was starkly different to a genuine error in a Zizzi restaurant a few months prior where they took accountability and apologised. The fact the Pizza Express incident was purposeful is outrageous.

Edit to add: just perused their other reviews and saw that they served a gluten pizza to a coeliac who ended up in A&E! My incident happened before theirs, so this restaurant is clearly fundamentally dangerous and utterly unwilling to learn any lessons. Obviously a pernicious food safety issue in this branch - or dare I say throughout their restaurants as it appears their head office don’t take these safety concerns seriously. With a vast choice of other chains to choose from I hope Pizza Express are given the wide berth...

I just finished one of the worst experience in hospitality. Me and 2 friends went to have dinner, everyone seemed polite and nice until when we received the wrong item and also we found a piece of plastic in our dish. After that we thought the bad experience was ended but apparently we were wrong. When we asked for the bill they charged us 30 pounds extra as they swapped bill with another table. Instead of giving a refund and charge us for the right amount the “manager” on shift didn’t do her job at all, she didn’t know how to do a refund and she had to call her superiors I guess.. anyway, she could not give us our money back and instead of trying to find a way to sort this out she run away hiding. We lost 2 trains as it took around forty minutes for them to find a solution. At one point this “manager” refused to give us the money back so the table who’s bill was given to us paid for our actual bill and gave us the difference in cash. Without those people we would have been scammed basically. And after all this awful situation this “manager” called me rude and said I was stressing her when I was simply trying to do her job and try to find a way to sort it out. People like this not only shouldn’t be in a management position, they shouldn’t work in hospitality in the first place. Thank you so much for the worst dinner of my life and thanks for ruining a nice evening. Honestly shocked by the way this lady talked to us, no respect...

Visited on a Saturday evening around 1815 with my partner & 10 week old daughter. It's clear customer service is prioritised here. Little touches such as the staff noticing I was pushing a pram and opening the door. Offering to bring the pram up a few stairs. One of the staff on their break even stopped to ask our daughters name and ask how old she was.

Our server Maggie was fantastic. Friendly, attentive & made recommendations when asked. She even noticed I was using the app and talked me through checking in & suggesting I look at the discounts available before ordering.

I wouldn't ordinarily choose Pizza Express for a meal out. I'd usually just pick one of their pizza's from a supermarket, but given the lovely service (and ultimately the tasty food!) we'll be returning again.

Want to positively recognise whoever was running the restaurant that night. She was talking with both staff & customers and she came across really passionate and enthusiastic. I made a comment as I was leaving that the service was lovely and she made a point to say our server's name was Maggie. The fact she chose to emphasise one of her team instead but of taking credit directly tells me this is a place that understands the importance of teamwork & customer service. Good job Pizza Express...