Zia Lucia - Canary Wharf — Restaurant in London

Sadly to say that my experience at Zia Lucia at Canary Wharf was horrible. The pizzas were alright however we wanted to remove the service charge as we wanted to tip in cash. The man who attended us was very rude when we asked to pay the original price without service fee. He told us abruptly “No”. We were quite shaken up and speechless by the way he spoke to us. He then left and got us another receipt without the service charge.

At the time we were paying we were still shaken and shocked by the way we had been spoken to and accidentally overpaid £13.75. Before we got up to leave (and once we had a moment to calm down) we double checked out receipts and realised the mistake. We went to the till to sort it and were offered a free pizza but this was not helpful as we had just eaten pizza. We asked to refund the overpaid money and were told “No, company policy says refunds are unavailable.” Much like the previous assertion that we could not remove the service charge this was also a blatant lie and minutes later we were told that we could put our card details on a notebook and we would get a refund in a few days - which they’ve never sent a refund or got back to us. The person dealing with this also took a picture of the corresponding receipts.

I am very disappointed as I had previously had a great experience at Zia Lucia. On this occasion I had brought my friends who were visiting and it was unfortunate that they were treated...

So bad! We booked a table before a show at the 02. On the booking email it asked if we had any dietary requests. We told them we were veggie and I am gluten free which is why we chose here. Turned up, got ignored for 10 mins then got seated. Could only view the menu online and I had a low battery so really inconvenient. Waiter took our order after waiting another 10 mins and then informed us they had nothing gluten free! We complained and the waiter was so rude and told us ‘we usually do gf but have sold out’ when I said we should have been told upon booking or arrival he rudely told me it wasn’t their fault, so whose fault was it???! No apology for the fact we had NO GF OPTIONS and had to leave and find somewhere else in a place we didn’t know. We had no choice, luckily we found another restaurant, Moira which was AMAZING and the waitress there really looked after us as she was appalled to hear that another restaurant in her area was so bad!!!! And because of Zia Lucia restaurant delaying us we missed half the show. As a coeliac I plan ahead and always book, it’s not right to be treated like this by a restaurant that advertises itself as being a gf...

We've been regular visitors to Zia Lucia restaurants over recent years, often telling friends it's our favourite pizza restaurant. However, we won't be returning after the service we received last night.

We were there for my wife's birthday. Her pizza was burnt to the point the flavour was unpleasant. She didn't want to complain at first, but eventually couldn't eat any more due to the burnt crust. They offered to replace it - and did so - but when the bill arrived they insisted we had to pay for the toppings (burrata) for the burnt pizza as well as the replacement, seeing as my wife had eaten some of it before it was returned! I have never known a restaurant to charge someone extra when the initial meal was substandard, and we left feeling upset with how we'd been spoken to.

The fact one of the chefs was smoking weed in his uniform outside the front doors as we left added to our disappointment. This wasn't the standard we'd come to expect...