The Pizza Room - Mile End — Restaurant in London

UPDATE AFTER PIZZAROOM REPLY I have reached out via your email several times. It's been answered but never sorted. You say it's because of your booking platform system. Well it's just a website and at the end of the day, even if you're using a thrid party service, YOUR customer experience is still YOUR responsibility. What is the point of you blaming it on a company you choose to use. Do you really think that's going to make me, the customer, feel better? I don't care who you use, just use a service that works! Deflecting blame is even more appalling. You clearly don't care. You just want to say here that it's not your fault. Well you choose that service so you should be the ones complaining to them to ensure it works properly instead of just saying it's not your responsibility. It is! Even if you choose a thrid party service.

ORIGINAL REVIEW We love their pizzas (and been to the restaurant too, which was nice) but unfortunately their website has had a glitch for months (if not years) whereby someone who lives somewhere that doesn't have a street number cannot order for delivery. I've reported several times. They never bothered to fix it. It kind of feels like they don't care about their customers. And also when the process or technology goes against common sense, we can't talk about progress. I've also tried to ask to pay over the phone and give our address the old fashion way ie person to person but they can't accommodate that. "computer says no" 🤪🤬

Really silly for a restaurant that promotes authenticity.

I'm not blaming the people there, they're nice. I'm sure they try their best but their head office, if you're listening, please come back down to earth to our level for a second and stop setting up processes that don't work. It's insulting to be refused an order because your website...

We passed by the pizza room on a weekday mid afternoon and was lured in for the 4.95 baby pizza ( 4.95 for pizza + 1 topping).

Pizza was good, but was up for a surprise when we asked to pay - the waiter brought the card reader straight away charging us a higher amount than expected. On asking for the bill, it turns out that we were charged the full price of both our toppings ( even though it was advertised as including 1 topping).

The waiter then say that the topping included was only for veggie topping, though nowhere on the menu or the sign did they mentioned that it was only for veggie toppings. We asked the waiter as to why he didn't tell us when we ordered but he blamed it on the menu ( which again never mentioned anything about the topping needing to be a veggie topping).

The waiter offered to take the 'service' off but the discount ended up being £2.5 less than the cost of extra pizza toppings.

It was only a few quid, but looking back it didn't feel right given that nowhere on the menu nor anywhere does it says that only veggie toppings are included, moreover the waiter should've told us that clearly when we ordered. It was also a bummer to be charged a topping price for a 12' pizza on a baby pizza which was a lousy tiny piece of ham, moreover robbed of the chance to get another veggie topping! All in all this can be avoided when the waiter has been honest with us...

Ordered online delivery. Charged me more than usual (when I come in to collect) even though I had 10% discount coupon but I figured what the heck as it includes delivery. They then call me to tell me it doesn't include delivery so I end up having to pay an extra £2.50. Even without the £2.50 and the 10% coupon, this would cost substantially less if I collected and despite the fact that the website was unclear and told me it included delivery (there was even a box to include specific instructions about delivery which I did) they insisted on taking another £2.50 or they said they would refuse to fulfill my order! Despite leaving detailed delivery instructions the driver called me 3 times to deliver my food, 45 mins after order went through. They must have had it in their bike upside down as the pizza was half ruined when it arrived. It was also stone cold which considering I live less than a 3 minute drive from the restaurant was disappointing. Brilliant customer service too! Sad really as now I will...