PizzaExpress — Restaurant in London

Woeful treatment towards me and special needs son by two female employees on Friday 31st May at 2.30pm. We arrived to dine at Pizza Express in Wembley Outley (2 adults and 4 children) for a lovely lunch but were effectively hounded out because my autistic son with food and sensory aversions did not want to eat from the menu and was prohibited from eating a simple box of chips from an external restaurant. Initially we were told that” allergies” was the factor and that no food from outside could be brought in. When challenged on whether food from home/baby food was permitted we were told that that would be deemed acceptable, completely derailing the allergy argument presented. To respect their wishes, I stepped outside with my son so he could consume his small box of chips while battling the cold, wind and rain. Zero empathy on display from the employee in question. My son was unable to finish given the windy conditions and my own food was sat at the table getting cold so I returned back to my seat and proceeded to hand my son small portions of the cold chips so he could at least remain seated while I finished my own meal. Within seconds, another employee dressed in all black (not a waiting staff member but a member of management) stood directly in front of me and my son, hands folded, policing every mouthful and interaction I had with my autistic child to intervene at the next handout of chips. She attempted to reel off the allergy argument which to me was completely disingenuous. I explained that my 9-year-old son has the mental capacity of a 2-year-old and finds eating out very difficult. Instead of offering a humane and flexible approach to the situation or attempting to make my dining experience easier, she effectively forced a disabled child out for eating chips from across the road. So out in the cold my son and I stood again until he could finish what was left. I left my other child with the other adult in our group so that they could at least enjoy their own meal without upheaval. My own food again left to get cold and eventually uneaten. Whilst being respectful of the eatery’s rules and regulations, I believe exemptions are surely in place for such situations as my own and a humane, discretionary approach should have trumped the need to assert authority for the sake of it. Make no mistake, this wasn’t about those two staff members advocating for health and safety but about them trying to grandstand and make a point. To be hawked over by another fellow adult, arms folded, honing in on every move I made with my son at the dining table, when his disabilities were clear for all to see, was completely unacceptable and...

I should not have to flag down a member of staff just so I can order after being sat down for 30 minutes. Nobody within those 30 minutes came over to even ask if we’d like some water, let alone food. Finally, when I flagged down someone taking another customer’s orders, I admit I sounded a bit rude and angry (because I had been sat down for so long with zero service) so the member of staff clearly went and called the manager to deal with us because of my attitude- an attitude I wouldn’t have had if anyone in this restaurant had done their job and taken our order. Zero acknowledgment of us sitting down for so long without them serving us. Unsure what seating system they’re using (I’ve worked in restaurants before) but either they don’t know when guests are being sat or they simply don’t care. A couple was sat maybe 5 minutes before us and ate their starter and got served their main meal before we were even able to order- I don’t understand why we were given such a different level of service. Thankfully, the lady who served us our food was very sweet and our pizzas and drinks came out quickly once ordered and our pizzas were great. We ordered cocktails and tap water via the manager and they forgot the water, but the lady who served us got it right away when we asked again. At least we got to bond over the horrible service with the mother and daughter sat next to us who also agreed that the service was egregious- because they had watched us sit there for half an hour and even they had been asked by a member of staff if they were all good but nothing was said to us. To top the entire experience off, the manager suggested to order the dessert later. I ordered the tiramisu and got it within 5 minutes and the bottom was still semi frozen, as it had a certain crunch to it that is only there if not defrosted properly (either that or their fridge is way too cold). Should have walked out after 15 minutes but honestly wanted to see if they could make up for the wait which they did not. Luckily I have the app and got the dough balls for free and service charge/tips is optional. I’ve visited almost all restaurants in that food court area and this restaurant is by far the worst one. Definitely recommend Las Iguanas or...

The Subtle Art of Racial Discrimination

Guys, if you ever feel too overwhelmed in life and need a reality check, do visit this restaurant. I’m sure the managers will give you a reality check in a way you could have never imagined.

I had a reservation for two at 10:45 PM, and at 10:09 PM, I received a call from the manager asking me to order and pay upfront, as they would be closing at 11:00 PM. I understand that when someone needs to close and they get a last-minute booking, it can be tricky. So, I suggested they cancel the booking if it was too much trouble – no big deal, right?

Surprisingly while passing by the restaurant, I noticed another family strolling in and being seated with no issue. I asked the new manager (a woman) about this and was told we’d need to leave by 11:00 PM – with a tone that made it sound more like a threat than a request. The best part? It was 10:44pm and the other group hadn’t even gotten their food yet, but apparently, we’re not in the “elite” category and were given the special treatment of being rushed out.

How delightful! Pizza Express, a place I once thought was reputable, has now taught me the fine art of racial discrimination. It’s impressive how the manager handled it, as if she was doing us a favor by letting us sit there at all. A truly unforgettable experience, though not in the way you’d want it to be.

Since changing my skin color isn’t an option, it seems the best course of action is to steer clear of this restaurant chain in the future. It’s a shame that what should have been a simple dining experience turned into a reminder of what still needs to change in terms of equality and customer service.

It’s 2024, and yet Pizza Express continues to serve customers based on their race and color. Even after this review, I fully expect no meaningful action to be taken. What will likely follow are empty promises, with Pizza Express doing their best to deflect blame and protect their team rather than acknowledging the mistake. Is it too much to ask to be treated...