PizzaExpress — Restaurant in London

AVOID AVOID AVOID!! ———————— UPDATE 26/10/2022 - RESTAURANT IS TRYING TO BURY RECENT NEGATIVE REVIEWS WITH INFLUX OF POSITIVE REVIEW, MOST OF WHICH APPEAR TO BE COPIED & PASTED (i.e. spam and/or staff/conflict of interest). Reported to HQ and Google.

———————— UPDATE 30/10/2022 (as still no proper response to complaint, full copy of complaint filed posted here as I previously advised I would): “Table booked for 17:30hrs, first guest arrived a little early and waited for other 2 guests. Ordered Espresso Martini whilst waiting. Noted how busy it was and how flustered all staff seemed. All 3 guests ordered drinks & food just before 17:50hrs. Just after 18:15hrs first guest had sudden shooting pain and was violently sick. Nothing other than water consumed that afternoon before the drink. 100% food poisoning from the drink or cleaning product left in glass that was used. Chased where food was at this point and cancelled first guest’s order as she was still being sick and had to leave. VERY clear that waitress had not actually submitted food order, as 5 minutes later 2 starters turned up and we were told that the other starter (cancelled anyway) wasn’t available on today’s menu. Spoke to very rude manager about the food poisoning issue who asked us to write details on scrap of paper. This guest was violently sick for over 15hrs and could not attend expensive theatre show booked for after this meal. 18:30hrs chased mains and was shouted at by the rude manager, including quote: “Please don’t make comments, we’re busy, we’re overbooked, we’re tired.” 18:45hrs chased again. Numerous other tables complaining and walking out. Manager rude and swearing at other guests and shouted at kitchen staff it was their fault, then at waiting staff to not accept any more tables even if they are bookings. Pizzas eventually turned up 19:00hrs, only just about cooked - had to eat very quickly as theatre show started 19:30hrs. Had to ask twice for the cancelled items to be removed from the bill. Then had to ask for the ‘optional’ service charge to be removed, but it still wasn’t. We had no choice but to pay and leave, manager giving us filthy looks throughout for daring to complain.”

————————

DO NOT GO THERE AT THE MOMENT!! Food poisoning, terrible service & VERY rude manager who should not be in any kind of customer service. Absolute carnage. 22/10/2022 evening visit. (Further details to follow once I have a response to my official complaint, level of detail depends on how complaint is handled and whether response is timely enough - as advised on...

Similarly to the previous reviewer, I had booked a table for 2pm. We arrived a little early as we had finished all our prior plans. The man on front of house told us we would have to wait half an hour as they were short staffed in the kitchen. I fully understand that sometimes things happen that are out of our control, but what makes a difference is the way you deal with them. Good customer service goes a long way. However this gentleman appeared to be completely lacking in customer service skills. He was basically asking us to leave and come back in half an hour, but I could see there were empty tables, so I asked if we could at least sit down and have a drink while we waited. He very reluctantly seated us. He also didn't give us any menus, so we couldn't even order any drinks. We waited a few minutes to see if we would get a menu, but nothing happened so I started checking online for somewhere else to go. However, then an absolutely lovely waiter appeared and he was surprised to see we had no menus. We explained that we had been told we couldn't order yet, but would at least like to get some drinks while we waited. He brought us the menus, took our drink orders and then also very promptly took our food orders shortly after. Considering we had arrived before 2pm and been told that we would have to wait half an hour, and the delay in getting our menus, I was amazed that we'd had our starter and already been brought our main before 2.30pm. The food was tasty, well presented, and although it cost a little more than we would usually spend, this was a Christmas treat for us so not a problem.

Our waiter definitely turned around the rubbish experience we had started with and deserves all the credit for the positives in this review. I wish I had got his name, because he deserves to be commended for his customer service skills. So, to the waiter with dark hair and glasses (no idea if any other else meets the same description - to be honest I didn't really look around much) - thank you, from the family with the man with the ginger beard and the girl in the wheelchair 🙂

TLDR: Front of house - rubbish. Waiter, service, and...

I made a big mistake in capping my last night in London in this restaurant. The food was great, but the service was CRAPPY.

When I arrived, it took a long time for me to be entertained. I understand if it was a busy night, but no. There were plenty of empty tables. Probably they were understaffed that night. 🤷

Finally, a male server (let's call him vincent) noticed me, but he didn't play host. He just said something like, "Somebody will be with you soon." Perhaps it's not his job, but of the maître d'. 🤷 So, it's fine.

After some time, I was seated and given the menu, it took them a LOOONG time to take my orders. I tried to get the attention of a server, which is vincent. And he just said," Yes, yes, yes." with an annoying tone and walked past me; he didn't take my order. Maybe it's not his area of responsibility. 🤷 Then, I waited again for so long. I was already planning to leave, but a female server (let's call her honey) at last came to take my orders.

Then during my entire meal, NOBODY asked if everything's okay, how was the food, yadda-yadda. Unlike other restaurants I had been to even if it was a busy time. Take note: They were doing it to the other customers.

After my main meal, I wanted to order a dessert. I tried to get honey's attention, but she just walked past me looking at somewhere else. Let's give her the benefit of the doubt. Possibly she really didn't see/hear me. In the end, a different male server took my order.

When I was going to pay my bill, funnily enough, vincent gave me a damn when he previously didn't.

I was so glad that I didn't need to pay for a service fee. Even if there was, I will surely pay for it, but definitely UNHAPPILY. I didn't even leave a gratuity. Why would I give a tip if I received a subpar service?

I sincerely hope the reason for their poor quality service is because they're undertrained, not because I was subjected to racial discrimination. I'm Asian with dominant East...