PizzaExpress Avaliações 1.139

Dear PizzaExpress Customer Relations Team,

I am writing to escalate an urgent and serious complaint regarding the treatment my partner and I received at your Richmond branch. The behaviour of multiple staff members, including the manager, was aggressive, abusive, and completely unacceptable.

When we arrived, we presented our Vitality vouchers. A staff member immediately dismissed them, claiming they could not be used for takeaway. We explained that we were happy to dine in, and after our codes were scanned, we ordered our pizzas.

During our meal, we politely asked for the remaining slices to be boxed to take away. At this point, the situation escalated dramatically. A waitress told us this was “not possible” and insisted that we must eat *all* of the two large pizzas in front of them. When I explained that this was unreasonable and not in line with any policy, she said she would get the manager.

As my partner was still eating her slice, the manager approached us and stated that we must finish all the food or be charged the full amount. When I challenged this and referenced policy, he became verbally abusive, with foul language, and removed the pizzas from the table while my partner was still eating. He then ordered us to leave the restaurant.

We were shocked and waited to understand what was happening. When I approached the manager, Marcus, to ask whether our Vitality vouchers had been voided, he again told us to get out or he would call the police.

As we were leaving—distressed and shaken—another staff member approached my partner aggressively and repeated the threat to call the police if we did not leave immediately.

I must also highlight that the information given to us by staff regarding the voucher policy was incorrect. According to the terms and conditions published on the PizzaExpress website, the Vitality offer *can* be used for dine‑in and takeaway. The staff’s insistence that takeaway was not allowed was factually wrong and contributed directly to the escalation.

This entire experience was humiliating, intimidating, and completely unacceptable. At no point did we behave inappropriately. We complied with the dine‑in requirement, acted respectfully, and simply asked for leftover food to be boxed—something entirely normal and permitted.

I am requesting the following:
- A full investigation into the conduct of the staff involved, including the manager Marcus.
- Confirmation of whether our Vitality vouchers were voided or misused.
- A formal apology for the distress, humiliation, and unacceptable treatment we experienced.
- Clarification on PizzaExpress policy regarding dine‑in vouchers and takeaway, given that the staff provided incorrect information.

This incident has left us extremely shaken and has severely damaged our trust in PizzaExpress as a brand. I expect this complaint to be taken seriously and handled urgently.

I look forward to your prompt response.

Kind regards,
Al

went to pizza express epsom on a monday evening a very underwhelming experience the manager told us that they were out of several items because their shop comes on a tuesday therefore couldnt order the chocolate bites for desert and couldnt order a certain salad had to have a very underwhelming cesar salad that just looked pale and inedible the cheese bites ordered were also undercooked always this manager never has items in stock and almost takes pleasure in telling you too i cant believe they are so far behind with this stuff. if it wasnt for the cheap voucher i would be fuming.

Morning shift was awesome best customer service and the food was delicious as always the Asian guy 💯

Went to Pizza Express in Hove with my son for dinner. The food itself was fine, and the staff were friendly and helpful. But the restaurant decor is tired, there were multiple large holes in the wall above us, and the atmosphere was pretty grim - walking in it felt like a takeaway rushing around to prepare deliveries, with a few tables at the back. The overall quality of the experience has declined massively, sad to say.

We ate at Pizza Express on Ipswich Quayside. The Margarita was on a thin base (although we had asked for the thicker base ) and it was served on a cold plate. The pizza was barely warm to start with. What a rip off for £14:95. The knife was blunt and it was a struggle to cut through the pizza. Why don’t they serve them hot and on a wooden platter?

Absolutely terrible food and not worth the money. I had a meal with my family I will never go back waste of money and they dont even give you plates to put food in ,the price of food are a daylight robbery please avoid this place

Petersfield Pizza Express staff member named 'MD' could not do enough for our table of 6. He went over and above to ensure our Lunch gathering went well. Thank you 'MD'.

I feel pizza express has definitely gone down hill. They are definitely not for their customers all they are worried about is making money. Even there pizza express app I would definitely not recommend at all it’s a rip off even if your a few stars away from silver or bronze they put you back into bronze or silver.i would not recommend at all. Stay far away from pizza express

I went to Pizza Express Islington on Saturday.
The pizza (Romana) was delicious and salad v good.
In particular our waitress was excellent-friendly,efficient and v helpful

Went to the Rochester restaurant and had a lovely meal with family and great service from Saskia.

Went to pizza express near red.rock centre. Stockport. 1st class. Staff excellent especially Keiren, who went above and beyond. Very friendly and helpful. The food was delicious and hot. Very quick service.
We all four of us enjoyed it very much. Recommend highly.

My server Adam was so warm and welcoming and very attentive. Food was great and served quickly

Overcharged, and not resolved after three weeks of complaints to customer services.

Try to put 9 around a table for 6 next to the entrance most of the food is precook

Went to PE at the Cannock Designer Village to celebrate a friends birthday.
When we arrived we were told we could sit anywhere (we were not shown to our table). The first table we sat at was dirty, so we moved to a second table that on inspection was also dirty. We tried to get the attention of a staff member, but they just looked the other way. I had to go to the guy who was cooking to get someone to clean the table. Following on we were given a dirty lipstick stained prosecco glass, a dirty knife.
We were looking at the menu for at least 15 minutes before someone came to take our orders, only then we were informed of the mains that were not available! Once we had finished our mains we sat again for 20 minutes waiting for someone to clear the table and offer desert, again we had to ask the chef if someone could come over. When the waitress came over she informed us it was too late for desert as they had switched the coffee machine and ovens off so only cold deserts were available. The night was a total disappointment and awful birthday celebration for my friend.

Went to PE Cribbs Causeway Bristol. I’ve had better pizza from the freezer cabinet in Tesco. We ordered thin and crispy, believing this referred to the crust not the topping. There was hardly any cheese, or indeed any topping. Could have done with a hacksaw to slice it it was so hard. A snip at £18! We won’t be back.

We visited the Welwyn Garden City restaurant this evening. Started off by waiting to be seated for 5 minutes. Lots of staff milling around and no-one taking any notice of us.
Eventually, after being seated we were given menus. As we looked through the menu, other patrons were seated.
After 10 minutes we asked a waitress if we could place our order, but we were told she could not help, as not her section and she would get ‘our’ waiter.
We sat for another 10 minutes and no sign of him coming anywhere near us. He was concentrating on the delivery drivers going into the restaurant.
We had enough, got up and complained to the manager. Our waiter had said they were busy - the restaurant was half full. The manager told us they were short-staffed.
Get your stories right!!!
Second time we have had a bad service.
They need to buck their ideas up as a poor service. Differing reasons for the poor service and generally, an experience we would rather forget.

We went to pizza express in South Woodford.

I asked for more cheese on my pizza.
They took it back and said they would make a new one. I said no need just put some on top and put in the oven.
When it came out it was burnt but I knew that it would be and was ok with it. Then I saw 2 staff members looking at it and taking over my good. Then right inform of everyone, one of the staff grabs and flicks my food. Then another brings it over to me. I told them I didn’t want it as they were grabbing my food. And the manager made me feel like it was my fault. Not good enough. Look out people. Who knows what they are doing to our food.

We had a lovely relaxed lunch at Pizza Express Coulsdon. Rene and her team always provide excellent service and food. Our server today was Alvin, who couldn't be more attentive.

Appalling experience at the Shrewsbury site on Saturday 28th March 2026. Apathetic staff, soggy pizza, staff rude at bill payment - would not let us pay on the app as we normally do and was reluctant to apply blue light discount. We have been using PE since the 1970's - £69 for two soggy pizzas with patently less toppings and one bottle of wine + substandard staff - sadly I fear PE will go the same way as Loch Fyne if they don't raise their game. Very disappointed indeed.