Pizza 4P's Vincom Long Biên — Restaurant in Hà Nội

Came in to have lunch a bit ago, normally my family adores 4Ps, we’ve been following the brand’s development. We were thrilled to see this location opened in our neighborhood! Within the first year, it was great, wonderful customer service and restaurant management, on par with all other locations. However, this year, it seems there’s been a complete change of staff.

Our latest dine in experience was around late afternoon, a bit late for lunch but before the dinner rush. We tried to request for the pizza to be a little but more well done than usual, to have a more crunchy crust. To which our waiter replied there was only one way of cooking and no adjustments could be made. We were quite surprised because we had asked for that adjustment before and was complied with wonderful food, so we asked again, to see if the waiter could possibly ask the kitchen to make sure. To which he said oh they can’t cook it for longer than the standard because then it would be burnt… needless to say this conversation was going nowhere because we had a bit of back and forth with this waiter whose pretty much arguing with us about the fact that he seems to think you can’t cook something beyond the point of being done, to being crunchy before getting it burnt…… a very confusing experience, Ive never encountered a waiter so defensive and lacking in basic food knowledge.

We ordered 2 salads and a pizza, by the time we were done with the salads, our pizza was still nowhere to be seen, we were then informed it is because the restaurant is having to deal with a lot of online delivery orders… alright but at the same time, inside the restaurant there were only about 3 tables (including us), shouldn’t dine in orders be prioritized? As well as that, we dined at an odd hour, very much off from normal “meal rush” hours so it’s quite shocking to see the kitchen would’ve been that behind on orders.

Then when we did finish our pizza, we wanted to cancel out dessert, to which one staff said she would check with the kitchen, then she went off and cleaned the tables without letting us know anything further…… another staff member came way later to say he had only just been able to cancel it on the machine. Just very odd experience of waiting in confusion since a notice that the kitchen staff haven’t started cooking and the item can be canceled would’ve suffice.

Anyways, along the meal, the atmosphere was absolutely destroyed because all the on-floor staff were running everywhere, being loud and talking to each other from random gossip to yelling directions to clean tables. Completely understandable for staff to be cleaning, however every single staff member, even down to the manager on shift were loud and were not professional at all. Our conversations were constantly cut short in a very quiet hour in the restaurant because of how loud the staff were being.

Finally, we had 1 query, about the food delivery, we had ordered plenty before and know the procedure. However, 1 staff member had informed us instead of calling to the hotline we could order directly from the restaurant. To which we tried to get a phone number, after being given the general hotline number by another staff, we tried to ask again for the location’s number. We have no clue where the previous staff went but amongst the others, 3 different staff came up to try to resolve our query and none of them had a clue what was going on even with us explaining again and again. They all were absolutely bumbling, and finally we were sent the on shift manager, whose style was much more fitted to a laid back restaurant than that of 4Ps as mid conversation he started to use very informal language to us. His logic is also completely trifling as a conversation about 1 simple matter of delivery lead us nowhere, his speech was unclear and there was not a beginning or end to the entire conversation.

Overall, the food remains amazing, however our experience was completely ruined by the entire staff team. Lots of new inexperienced faces. Cả đội ngủ nhân viên thiếu khả năng giao tiếp kể cả...

Subject: Feedback on Service Quality

Dear Pizza 4Ps Team,

I am writing to express my dissatisfaction with the service I experienced at your restaurant last week during my dinner visit.

Despite the restaurant not being busy at the time, I was disappointed to receive drinks in glasses that were dirty and had visible stains. Additionally, when the staff served our food, they did not check if the cutlery was available, which led to us receiving incomplete service.

Furthermore, I have had a negative experience with your delivery service as well. The delivery person left the order unattended in the lobby of my apartment building without ensuring that someone was there to receive it. This forced me to search for my order in the lobby, which was quite inconvenient.

Lastly, when I called your hotline for assistance, I found the staff's attitude to be unprofessional and lacking courtesy.

I believe that these issues need to be addressed to maintain the high standards that Pizza 4Ps is known for within Vietnam. Hope you take this feedback seriously and work toward improving your service.

Thank you for...

Perfect experience. Good food, not that expensive and in my view is really value-for-money. I have eaten pizza at Italy, Japan, the US, Australia, the UK and I must say that the taste of the pizza here at Pizza4P is truly authentic, exactly fit to their description about a Japanese Italian pizza. But the most impressive part is service, it is exceptional and IMHO even better than 5-star hotel. The staffs are efficient, nice and clear with their messages. I will definitely come back...