Pizza Express — Restaurant in Metropolitan Borough of Solihull

This is my first ever review, and I would never normally go out of my way to do something like this. However, the way I was treated at Pizza Express in the Touchwood Centre, Solihull, was absolutely appalling, and I feel compelled to share my experience.

I recently visited with my family, and it took an unacceptable 45 minutes for our food to arrive. During this time, there was no communication from the staff, no explanation for the delay, and certainly no apology for the mistake on their part in the kitchen. When the food did finally arrive, it was served with no acknowledgment of the inconvenience – the waiter simply placed the food on the table without a word.

Things only worsened when I addressed the situation with the manager, who claimed to be the owner of the restaurant. I calmly explained the issue and asked for an apology, but I was met with an aggressive and unprofessional response. The manager screamed at me, saying she wouldn’t offer a discount and insisted I could email customer service. When I mentioned I wanted to make a formal complaint, she told me to “get out” and not return. Her excuse for her behaviour was that she was “short-staffed” and “busy in the kitchen,” but this is no justification for the appalling customer service we received.

What was even more concerning was that I felt her attitude was influenced by racial bias. My aunty, who was with us, wears a headscarf, and the way we were treated seemed unfair and discriminatory. I was calm and respectful throughout, and all I wanted was an explanation and a simple apology.

This experience was a disgrace, and it’s shocking that such behaviour comes from someone in a managerial role. I will not be returning to...

Visited last Saturday before taking my daughter to see Little Mermaid at the cinema, she wanted a pizza so I took her to Pizza express, we were greated at the door by the Manager who sat us at a table, she ask us what our plans were and when I said we were going to cinema she told us that she was going to take her little boy to see that too. A lovely waitress came over and we ordered from the menu my daughter had dough balls, margherita and chocolate brownie from the kids menu. I had Calamari and BBQ burnt ends pizza. Our starters came out in quick time and the manager came over to see if everything was ok. The calamari was cooked just right not over cooked as I've experience in a few other restaurant chains. A short while later around 10mins our mains where brought over, the pizza for my daughter was the right size for her and my pizza was presented lovely. The food was hot and everything you expect from Pizza Express. As someone who works in the hospitality sector is was refreshing to see a Manager take time in making all her customers feel welcomed and valued and taken time to speak to them too. Prior to my visit I had read a few negative reviews but I can honestly say this visit was a wonderful experience and my daughter loved it too. I like to thank the Manager and her team for our visit and I will in the future using the restaurant when I am visiting the...

Absolutely awful experience at Pizza Express Touchwood. We visit Touchwood regularly for meals out, but this visit was a complete letdown — all because my nephew wanted to try Pizza Express.

The cutlery was dirty, the children’s high chair was filthy, and most of the food was hard, watery, and barely touched. Even my young nephew didn’t want to sit in the high chair or eat the food. When we asked for the bill and calmly raised our concerns about the quality of the meal, the manager on duty, John, immediately became defensive and called security.

No one was being aggressive or refusing to pay — we simply asked for a reasonable discount due to the poor food. But he made it seem like we didn’t want to pay at all, which was completely untrue. After calling security (which was totally unnecessary and inappropriate), he then offered to remove just one meal and insisted he wouldn’t be taking the drinks off the bill — even though we never asked for that specifically.

We were a peaceful family out with a young child, and the way we were treated was insulting, unprofessional, and deeply disappointing. Never expected this from a well-known chain. We won’t...