Prezzo Italian Restaurant Hornchurch — Restaurant in London

Great, fantastic food but terrible customer service. I met with a friend today, 3 May 2023 for lunch at Prezzos Hornchurch. Upon arrival, I was urged by a woman sat on a bar stool with her friend and who I suspect had some kind of supervisory role at Prezzos, to go to my table but as I was waiting for a friend to join me, I insisted on staying in the waiting area - which clearly upset the bar stool woman! Anyway, my friend joined me shortly after and we sat at our allocated table. Now I know Prezzos are in trouble and many restaurants are closing due to the cost of living crisis so I can understand the pressure on them to sell extras and upsell the more expensive dishes. Consequently, we were over enthusiastically asked if we would like nibbles / olives beforehand to which we declined. We also had to ask for their set lunch menu as this was not even offered to us - only the more expensive main menu. As always, we really enjoyed the food we ordered and looked forward to a free desert for my birthday - courtesy of a Prezzo voucher. We showed the voucher to the waitress who by the way, seemed to be the only one on duty other than the two women on bar stools, so she was extremely busy and harassed trying to service all the tables. Our voucher code on the phone was acknowledged and the desert arrived okay - which was truly delicious. Upon requesting the bill, guess what? There was a charge for the "free" desert. Consequently, we then had a real problem with the angry waitress explaining about the voucher - which she denied ever seeing or acknowledging. As a result, the waitress was not happy as she went for a conversation with one of the barstool women about the charge. She then returned to our table, slapped down £7.50 in cash and scuttled angrily away. We have never had such poor customer service before at our favourite Prezzos. Please improve your customer service Prezzo as you can't afford to lose customers at a time when the business is under so much pressure. Maybe some customer-centric training would also benefit the waitress and bar...

Really wanted to like this place as the decor is pretty good but the service is lacking. They were a little busy but accommodating, no beer on tap even though it was on the menu, ok that’s fine as it happens so soft drink. Tried to order food, regular and vegan option of the same meal, waitress had no idea about vegan options for same dish and kept assuming it was a vegetarian option instead, simply swap out regular meat with vegan options as menu states is possible, so sent over another member of waiting staff, who understood our request but then seemed angry and tried to leave before we’d ordered our sides. Then she returned asking if we wanted pancetta in the vegan meal or vegan pepperoni instead, slightly lacking in knowledge from the waiting staff and kitchen if they had to ask such a thing. Then the meal arrived, the bottom of the vegan meal was burnt, told the waitress and she agreed to money off rather than wait for a new meal to be prepared along with avoiding the hassle of trying to explain the meal again, headache was starting to appear. Time came for the bill, food was fine other than the small issues, money off, blue light card discount applied, but table next us had their mains somehow added to our bill, wasn’t impressed by this point and asked they fix the bill properly. Returned with correct amended bill, paid and left, probably won’t be returning after the shambles we endured, shame as it could’ve been a nice place to return to but the whole experience left a bad taste,...

Nice Italian franchise restaurant. Visited Prezzo Hornchurch on January 25th 2020 for a family meal. The welcome was nice and prompt. We were shown to our table which was clean and prepared with cutlery and napkins. The menu is what you expect of a franchise, lots of options that included vegan options. The food was prepared and brought to us quickly. We had stuffed mushrooms, spicy pizza bites and king prawns for starters. Our mains were chicken and roasted pepper pizzas, and spicy prawn and basil pesto penne followed by tiramisu and honeycomb cheesecake. The starters were nice and fresh, as was the pasta and pizza, and desserts. The pizzas were okay, the base was clearly made fresh and hand-stretched but lacked any real flavour. There was no seasoning on the chicken and the tomato base was bland. If it was not for the balsamic vinegar and chilli-infused oil it would be a disappointing meal. The tiramisu was rich and a little sweet for our taste. The cost of the meal was just under £90 for 3 which included a bottle of Prosecco and 2 glasses of orange juice. This is typical for these High street chain restaurants. Hornchurch has a number of these chain restaurants and we would return. The decor is nice, the staff were very pleasant and personable, and the toilets were clean and fresh. We have lots of restaurant options within 50m of Prezzo Hornchurch and would choose Prezzo Hornchurch if we were unable to get a table at ASK Hornchurch which is less...