Tops Pizza Southall — Restaurant in London

Avoid This Pizza Place — Poor Quality and Even Worse Customer Service

Had some people over yesterday, so I ordered two extra-large pizzas: one Veggie Hot and the other Cheese Lover, which is supposed to come with a blend of three cheeses. Delivery took 1 hour and 15 minutes.

About 10 minutes after the pizzas arrived, a couple of guests mentioned that the Cheese Lover pizza tasted off. I gave it a try myself, and it was immediately clear that one of the cheeses had gone bad — the smell and taste were unmistakable.

I called the restaurant to let them know and requested a replacement pizza — a simple cheese pizza made with mozzarella (like the one used on the Veggie Hot, which was fine). The lady on the phone insisted there was nothing wrong with the cheese and claimed they had used vegan cheese as well.

I told her I hadn’t ordered a vegan cheese pizza and that this wasn’t about vegan cheese — it was about spoiled cheese. I advised her to check their ingredients to avoid making anyone sick. After a bit of back and forth, she asked how many slices were left. I told her five. Her response? “You’ve eaten most of the pizza, so we won’t replace it.”

I explained that there were several people at my place — naturally, they each took a slice. It’s not like one person was sitting there eating the whole thing alone. Her tone started to become rude and dismissive. I said if this wasn’t resolved, I’d escalate the issue to head office. She put me on hold, came back 15 seconds later and said, “Go ahead.”

I asked, “Go ahead what?”

She replied, “Go ahead and complain to head office.”

So I did.

Apparently, head office followed up, because today I got a call from the same lady asking about what happened. She asked if I had left a review on the app — I said yes. She then apologized and said, “Take down the review and we’ll give you a free pizza.”

The audacity.

So you didn’t want to do anything to fix the issue yesterday, but now that head office is involved, you’re offering a free pizza in exchange for removing my honest review? Absolutely not.

Long story short: don’t order from this place. They’re clearly using questionable ingredients, and their customer service is appalling. I’ll also be reporting them to the Food Standards Agency — this branch is long overdue...

Tops Pizza (Southall) is unequivocally the worst place I have ever ordered food from, let alone pizza.

Not only are the staff incredibly unprofessional and careless, but I cannot overstate how awful the service generally is. There is little care made into giving you your food as soon as possible, staff will continuously lie about the time remaining as they struggle to balance online/phone orders with customers at the counter. It is absolutely unreasonable that their pizzas take no shorter than 30-35 minutes to be given on usual evenings.

Unfortunately, the pizza offered at Tops is perhaps even worse than its abysmal service. The toppings taste bland, the crust resembles somewhat like cardboard, and I haven’t tasted cheese as bad as the standard offered here. I question if these ingredients are fresh at all, or it is that the staff have no idea on how to make a presentable, edible pizza. I have never ordered pizza that smelled so distasteful. The standards of pizza and takeaway is terribly poor in Southall, yet Tops does not even meet this bar.

Recently I ordered two pizzas over the counter on a usual evening, only to receive them after more than an hour waiting and both being completely different orders than I had asked. Of course, Tops Pizza is only interested in making money from its customers and does not know how to operate as a respectable business.

I cannot recommend enough that people do not buy food from this place. There is a complete lack of regard for what pizza you order. This is a clear health and safety concern and an issue for those who specific dietary requirements. If it is bland, questionably fresh takeaway you are looking for, I implore you look at the hundreds of other terrible businesses that operate within a mile or two of this business. Just avoid wasting your time with these disgraceful people that do not know how to make an...

I ordered online through just eat. It came up with a notification saying they can’t track the driver but soon after I received a notification that my food was out for delivery. It was meant to arrive between 1:55 and 2:15am. I call the restaurant I ordered from, however I was informed my order had been passed to the Southall branch and I need to call them. I thank the lady, I hang up the phone and call the Southall branch. Right off the bat, the lady who answered the phone is extremely rude. Despite this I attempt to tell her I’ve ordered a pizza and it was meant to be here a while ago however it’s not arrived. Before I finish my scented she saying “post code!” In a very unpleasant tone. Me already frustrated I attempt to give her the post code, but due to the loud background noise she was unable to hear and I had to repeat myself multiple times. She tells me my post code isn’t in the system and I must have ordered from the other branch. I inform the lady that that’s exactly what I thought I did but after a conversation with them I was told to call you. She puts me on hold for a moment and comes back soon after to tell me my order will leave the restaurant in 15 min. So I ask if they’ve only just started to make the pizza now. She tells me no and tried to end the call. I stop her and ask why she’s lying. She told me they are very busy at the moment. I asked if that’s true because it’s a Monday at 2 am, doesn’t seem like the peak time for pizza orders if I’m honest. Right after this she puts me on hold again without a word, where I stayed for 6 minutes exactly and nobody came back to the phone so I ended the call. Tried to call again but no answer. Now I have no idea if the pizza will be delivered or not? Horrendous service, first and last time I’ll be using...