Pizza Express Chester — Restaurant in Virginia

I normally do not leave reviews but had to leave one to warn people about the TERRIBLE CUSTOMER SERVICE. If you value customer over taste I suggest you stay clear of this place because if you have an issue with your order they could care less. We ordered a pizza on the Slice app with instructions to make half the pizza with mushrooms and half with sausage and pepperoni. The pizza was being shared by 2 people one who did not eat meat and the other who did not eat mushrooms. The pizza arrived with sausage, pepperoni, and mushrooms on the whole pizza and it had to be thrown away. I contacted Slice as the middle man and they contacted the store. Slice then informed me that they spoke to the owner Doug who was unwilling to issue a refund for the pizza or even suggest a replacement. Doug then contacted me saying that somehow the instructions did not get to the back where they prepare the orders and he is sorry and will give me 10% off the next order but contact him directly. He refused to refund the pizza and said he will not refund a whole pizza, mind you we spent 60 something on the order and the pizza was roughly $24. He said if you don't like it thats too bad I'm not refunding the pizza. We have ordered from this place many times especially for large gatherings and love the pizza and wings but will not be ordering from here again due to the EXTREMELY TERRIBLE CUSTOMER SERVICE. Our family is definitely a small business supporter but customer service is everything and if a business has bad customer service they should consider a business that doesn't deal directly...

If I can give no stars, I would.

We used to order from Pizza Express at least twice a week. Once they started screwing up the orders or forgetting something I stopped ordering from them. Even when going there in person, ordering and bringing it home, there was always something wrong. Recently I started ordering again hoping that they'd get their act together. Sadly nothing has changed. In fact, things have gotten so much worse.

My son has ordered from Pizza Express in the last few months. "Ma, do you want something from Pizza Express"? Nope, nothing from them, thank you for asking. And what he got always looked a little "off".

Well tonight I said yes. What a mistake. My son placed a decent sized order. Ordered and paid for 5 extra sauces, got none. Also ordered a Sicilian pizza that I've thrown out. Why? It wasn't edible. The dough was still raw, no sauce to speak of and burnt cheese. Raw dough, burnt greasy cheese. With a Sicilian pizza, the dough is cooked twice. In this case, the dough was only cooked once. If someone didn't know better and ate it, they'd be heaving over their toilet right now.

I'll be calling them tomorrow. I will be demanding they credit my son's card for what we didn't receive. I know if I called now, they'd send someone right over with what was missing from the order. I don't want...

It saddens me that I have to write a negative review. I frequently patronize this establishment despite the errors. I can no longer accept the mediocrity from the staff, more especially from management. My last order was once again incorrect; but what was really surprising was that the manager recognized HIS error. Do you know this man offered a 10% discount on the next meal? Let’s forget the fact that the order was wrong, but there was an item that would make me and others sick in my household. The meal could not be consumed, so I am very disappointed at the decision of the manager. Integrity does not exist at this establishment; therefore, I will no longer spend my money here. A small business owner should definitely do right by their customers. I understand inflation is rough on small businesses but if you mess up a customer’s order and it is verified, then you should do the honest thing by replacing their meal.

Very low integrity, management. I can assure if you keep this up, you will go out...