PizzaExpress — Restaurant in Wealden

We used the online booking form to book a pizza making party for my daughter as her first party with friends since COVID restrictions ended. I went in to the restaurant during the week before the party to confirmed prices, and was told everything was fine for Sunday.

When we arrived on Sunday, we were told that the party was not marked as a pizza making party, and the service could not be offered. The result of this was a birthday girl in tears, and a group of upset 5/6 year olds.

The manager on the day was the same person I spoke to in-person to confirm the prices. Rather than show any kind of empathy (or even apologise), he repeatedly blamed his manager as if it absolved himself of any blame in any way.

We ended up staying as it was far too short notice to do anything else, and were offered a discount - but the complete lack of and humanity from the manager at the time was outright disgusting - and a terrible representation.

The only reason that this is a two star review and not a one star review is our server, Sarah. She was absolutely amazing - and did everything she possibly could to try and salvage our visit. Sarah did everything I would have expected the manager to be doing - and she did it with a smile on her face the whole time. Sarah gets 5 stars!

I've worked in management in the service industry, and I appreciate that it's a difficult and thankless job a lot of the time. However, to handle an issue resulting in the derailing of a child's birthday party and spending your time blaming other people is terribly bad optics, and downright appalling...

Nice food, but a bloody awful service !!!! Booked a reservation online prior to attending, only to be greeted by rude unwelcoming staff, we were left standing at the door for ages, being glanced over at, but ignored by three different members of staff, then eventually as we are finally seated at our (the worst table for two in the whole building) table, we were barked at by the staff member, "it's last orders so........" basically hurry up and order everything now, and make it snappy !!!!! this is with still with an hour and a half of opening time left mind, !!!!!! Piped music being played louder and louder, Continuous banging and crashing, messing about by the staff in the kitchen, as though we the customers were not even there, an obvious attitude of (we are in closing up mode), waste bins being emptied and floors moped around us, we were clearly "in the way". Whilst still taking off my coat we were badgered to hastely order and within five minutes our obviously pre-prepared dishes ( no sign of freshly prepared here !!! ) were slammed on the wonky sloping tiny table, shoved up against a brick pillar, allowing no elbow room to eat properly with a knife and fork, no table water offered and especially as my partner is clearly disabled, we could have been put at one of the many available larger tables? We ate our food and over priced drinks as fast as possible and got out of there, a wholly unpleasant experience all round. Not one we are very likely to want to repeat any...

Really gutted with our visit to this Pizza Express. Ordered a starter for myself and 2 main meals for my kids. 1 a pizza and 1 a salad. We waited for over 30 mins for our food, though my starter had come out within 5 mins, without the accompanying sauce. When I mentioned to waitress she began to snidely lecture me about how they wait for the starters to be finished first, as though I’d never dined out before. I told her it was clear that I hadn’t ordered a main meal so why would they wait? Pizza was served lukewarm and soggy and was small, though it was an adult portion? Salad was more the size of a side salad - super small and with no bread as is usually on the side. Atmosphere wise: we were sat near the back and waitresses kept throwing empty wine bottles into the bin super loud, making one of my kids jump every time. When I went to pay and she told me the total, I didn’t say anything but I guess from my expression she guessed my shock and replied - again with a snide attitude - “do you want to see the receipt?” I paid and walked out. £41.95 hard earned ££ for being treated disgracefully and served less than...