PizzaExpress — Restaurant in London

If you are reading this, get comfortable because this experience was a painfully long one.

On entering PizzaExpress I was greeted by two lovely guys. They showed us to the table, and they showed a nice attitude towards my kids. But that’s when the professionalism ended.

A waitress came to take her order after waiting quite awhile. When she arrived she wasn’t so friendly, but I understood because it was busy. As I ordered my kids food, I mentioned that my youngest had sesame seed allergy. She looked at me and said I am cancelling your order and I’m going to give you a book. She walked away and came back couple of minutes later. She gave me a book and said she’ll return in five minutes . I never have been given a book of allergies at PizzaExpress before. The waitress did not explain to me what the book was about. So it took me awhile to understand how it works.

When I called her back I told her that good customer service is to ask the customer whether they have used this book before and if they have not to explain to them how it works. She became very defensive . Which was really inappropriate. She walked away, and she never returned.

Waiter number 2 took over waitress 1. He was very understanding and friendly to the kids. When the kids food arrived, they were quite happy with it. When my food arrived the pizza I ordered was cold and the cheese was congealed. After waiting 10 minutes of trying to get a waiters attention I stood up with my pizza to find one.

I found them or congregated in the kitchen area. Before I could speak one of the waiters came up to me and asked me what I was doing there and asked why I was putting my pizza there (a counter top near the till). Taken aback by his rather rude attitude, I explained that the pizza was really cold and if it was okay could they make me another one. He told me to go back to the table and take my pizza back with me and someone will come to me. I said I’ve been trying to get a waiters attention for a while and nobody found a moment to come to me to which he said go back to your table. I returned to my table with the pizza.

As I sat down the same waiter followed me and asked me, when I sat down, what’s wrong with the pizza. I told him that the pizza was cold so much that the cheese was congealed. To which he responded would you like me to put this in the microwave?

Shocked by the offer, before I could respond the gentleman who sat my kids and I earlier came to the table. He asked the waiter what was the matter. As I tried to explain to him what the problem was, the waiter tried to shoo him away and said that he has got this in hand to which I responded no I would rather explain to the gentleman what the problem was.

I told him that I was not satisfied with my pizza, I waited a long while and no waiter came to the table, e taking into account how busy there where I got up and tried to get the problem solved by approaching the waiters and I was met by a very rude response from the waiter.

He apologised profusely for the waiters behaviour. The waiter then turned to me asked me if i want a pizza or not. I said not. I told him I will wait for my children to finish their food and we will pay our bill and be on our way. To which he turned on his heel without a word and walked of with the pizza in his hand.

The gentleman who was there apologised again to which I said it’s fine. I told a friend about the situation that occurred and she told me she is aware of that particular waiter because when she dined there before she had the same rude experience from what could be the same waiter I had a negative experience with. I will probably never return. The most positive thing was that my kids...

We headed straight to pizza express in Euston after a long strain journey and got welcomed by a lovely lady named Tatiana! ☺, what a lovely atmosphere and what a beautiful soul Tati is!

We had our boy who suffered from autism, she picked up on it straight away and recommended us to sat  in a more quieter area/table (very sensibleof her indeed and I was super impressedby this like wow!). She was super understanding, full of smile, lovely personality, an absolutepeoplesperson, supernpassionatebabiut cleanliness and her job, works with pride I noticed ;).... we had a banter & a giggle!.....Tati then bought over some crayons/hat for my boy, took our order promptly and them we got served by a charming young man named Alessio Who looled after us and who we also had a nice banter with. Alessio made eye contact with my boy, very understanding & empathetic which makes a world of a difference as it put us at ease/comfortable. We thoroughly enjoyed our food! Had a pizza and catalonia drinks, attention to detail....he passed us straws with a tissue (that's a nice touch)... service recv'd with big smiles & made us feel like family :)....he convinced me to have the passion fruit drink which was nice!...Jeton and Vilson were also incredible and so pleseant to talk to! They all just had smiles all round nothing was too much trouble for any of them....Tati towards the end gave me a big hug and waved at my boy what an absolute super star!

We will definitely visit again after the service we rec'vd..... incredible really?!! The manageress Dana has kept this branch in ship shape! She handles her staff really well and she was cleaning and helping which is always nice to see! DANA made sure our food was on time....she spoke to us for a bit and gave us some time. We thanked her for the service as she was soo helpful ! ....what a lovely manageress DANA was, I mean, who wouldn't not want her as a manager?! I mean, she's any employee's dream to be honest so nice to her staff as you can tell from her manner!

Thank you to all the staff and Management at pizza express in Euston we were completely balled over by the service so a big fat THANK YOU!!!! To all, who made our day very very special from start to finish and an absolutely credit where it is due as every staff member is an asset to the company for sure!

Best wishes and hope to see you all again soon!

Kindest regards, Tal Aisha and...

Disappointed, won't come back. I came here with a friend when I heard about the 2 for 1 offer and as I have wanted to try this place for a long time this made a good opportunity to do so. As I am allergic to gluten and dairy I chose a vegan option on a gluten free base from the menu, when the waitress heard about my allergies she brought the allergens handbook straight away and gave me more time to check my choice, which was very considerate. I asked if it was possible, to not go too heavy on the cheese-alternative on the pizza, as I am not a massiv fan of it, which she said should not be a problem. But what I got was more than disappointing. Not just was there hardly any cheese at all, there also was almost no other topping on the pizza. The tomato sauce was not even spread across the whole base, it only covered the outer 1/2. Given that pizzas other than Margharita are higher prized is due to the additional ingredients that are supposed to be on this is a very bold move. When the waitress checked back to see if we were alright I said that it is ok as I at first did not want to make a big fuss about it and sincerely thought it maybe would not be too bad after al. But as I was eating along I got more dissatisfied with every bite of the dish. I gave some feedback after all and the waitress seemed to not be entirely sure about what my point was. She even said, that this was exactely what I ordered and that it is the standard amount of toppings when the cheese was removed. I tried to reinforce my opinion, that so little toppings on any pizza, regardless if the customer asked for one of the toppings to be less put on, is absolutely inacceptable. When checking out we made use of the 2 for 1 mains voucher, so at least this experience was not cost extensive. My friend was ok with her choice. It was not outstanding and given the circumstances she probably will not come back there as well.

One star earned the waitress who took the allergy-matter very seriously and stayed very calm and friendly when I gave my feedback and one star goes to the pizza...