PizzaExpress Reviews 435

Duc was very welcoming and had excellent manner dealing with our specific requirements. He was patient and very knowledgable about the services at rhe establishment in Southgate. Thanks very much and keep up the good work!!

1 Star – Very bad customer service and dirty tables

I visited this Pizza Express with my wife and had a really disappointing experience.
When we walked in, a staff member told us to sit at a table that was dirty – the table surface, the forks, and the knife were all unclean.

We asked another waitress about it, and she told us to move to a different table, so we did.
After about five minutes, a third member of staff came over and told us we couldn’t sit there and asked us to go back to the first table – the same one that was still dirty. When I explained that the table hadn’t been cleaned, she insisted it was clean, even though it clearly wasn’t.

At that point, we decided to leave.
Very poor customer service and unacceptable hygiene. We won’t be coming back.

We are Gold Members with Pizza Express - mainly achieved through regular use of the Pizza Express in Balham which is excellent.
This evening we witnessed the opposite at the Pizza Express in Festival Place in Basingstoke. The floor was littered with mess from previous customers and the food was lukewarm warm at best. Also the Piccolo meal was nothing like we get in Balham.
Very disappointing.

absolutely dreadful that they add on a ridiculously high service charge and are very rude when people want to use blue light cards to get discount off their food. This is particularly the branch in Derby. The staff were not pleasant and the food was certainly not worth the money.

I Had a gift card so had to use it , but seriously 72.95 for 3 people one was a child and we all still felt hungry , extremely poor value , food was nice but only same pizza at Weatherspoon's for 7 pounds i have no idea why so expensive steak house prices for bread with minimal toppings , i have had better starters than the mains here at most places, staff were pleasant and as i used to work for company i know underpaid so nice there professional on such a poor salary.

We went to the MK pizza express restaurant. We ordered 4 soft drinks, 4 dough balls and 4 standard pizza's. The pizza's have definitely gotten smaller within the past year. The bill came and it was £120!! Seriously??? A very average meal for an extortionate price. Definitely will not be returning again.

The staff at Gerrards Cross, especially Vicky and there is Sasha, give a negative attitude whenever I go there to order food. 🙄 Behaving like they are in kindergarten. Grow up, people.

Firstly I waited for 10 minutes to get a table although there were almost 70% of the tables available, the reason was it wasn't clean 🤔, the bad thing on this issue is that after waiting 10 minutes the chairs still were not clean and full of crumbs.

Then, I got my order and I commented on the salad which includes 3 cherry tomatoes (6 halves) and cucumbers (not exist) and a punch of out of date leaves. The photo attached is showing the salad as it was served but only missing the tomatoes. When we made a complaint the wateress offered to put discount 50% on the salad and she didn't even apologise for that plate actually she said when we take the photo that it is obvious that this is the half of the dish, but it was as served (only missing three cherry tomatoes). She didn't care about the quality of the service, customer satisfaction or even the restaurant's reputation, all she cared about is to charge us for this uncomfortable service. I wouldn't recommend this place for any one especially families and especially on Sundays as they ruined our weekend.

Wendy who was serving us in the Hitchin restaurant was snappy and unfriendly. I have encountered her before and she was the same then. Not sure why she's working with people! She forgot to add mushrooms to my order and basically said that she didn't hear me. No apology, just do i want some on the side. My daughter's goat cheese smelled weird and she said it tasted off, when I mentioned it she was abrupt and said that's just how it is.
My romano base was so hard and crispy that it was like eating nachos! I will never go back to the Hitchin restaurant again. One positive is that there's a really nice man who helped me with issues I was having with the app. He was very polite and helpful

The customer service team do not respect the customers information but instead try to argue the customer down by requesting proof of everything. They then bombarded the customer with computer print outs that provide no help to the customer. They refuse to allow the complaint to be passed to a different customer adviser because the original customer adviser is too keen on being right. She refused to allow anyone else to look at the complaint despite my asking her. I had to drop the complaint and have now asked for it to include a complaint about the unhelpful customer adviser. I no longer eat at Pizza Express.

Myself and my friend decided to have an unplanned meal out last night, I haven't been to the Old Town Pizza Express for a few months. So different from the last time I went with my husband in a positive way, I recognized the old Manager was back when he greeted us, and he explained he was back this week, he could see I was cold and offered us a seat next to heating. It was a really lovely pleasant experience, the atmosphere seemed so much better, food was amazing, the Christmas menu is great! Staff seemed so much more attentive then last time me and my husband went - more grown up!, it was a nice happy atmosphere. I said to my husband when I got home it was so much better than our last visit, he should take me out next week to see for himself :)

Terrible.. ordered over£30 of their food.. they delivered one plain pizza... promised a new delivery.. it never came.

I recently purchased some Pizza Express Dressing in my Tesco home shopping order for my son, who loves it. Sadly, when he opened it, the dressing was rancid and mouldy - a rather unpleasant experience for a young lad. Tesco referred me to Pizza Express, who wouldn't handle the complaint, and passed me on to their food manufacturer partner (All About Food) I sent pictures but they weren't interested in having the faulty product back to investigate. Instead, they sent my son £4 of Pizza Express vouchers as 'full and final compensation' against the £2.95 purchase price. Really? This will cover the cost of buying a new bottle, but to do so, I have to visit a store in person, as the vouchers cannot be used online - and no change is given. Certainly not worth the time and trouble of reporting the issue – instead will just steer clear of their products in future.

Really poor. It’s got very expensive and there seems to be a price game with everyone paying different prices / using different vouches.

We expected a nice meal with a fair price, we didn’t have any vouchers so the feeling of being ripped off has lingered. 2 alcoholic drinks, 2 soft drinks, 2 kids menus, 2 adult pizzas and starters was over £120 and the restaurant was half empty on a Friday night.

I suggest it’s struggling for relevancy, gone for vouchers to drive footfall but hiked its base prices to recover its margin. It’s all too complicated, the high street needs a good value family restaurant, pizza express could be this but sadly it will be a business that will fail and will blame rates, raw ingredient prices, minimum wage etc when in reality it’s over complicated it’s own business model and casual users are left confused.

Gave us just water to drink when we ordered a £15 pizza between 3 of us, terrible customer service. Quite passive aggressive.

Pizza came raw, cold and wet I mean wet too much wet sticked to capboard box falled apart, worst experience I have ever had sims like raw pizza. And this all for £45. it seems not safe not hygiene eaven to eat. Please check your staff it is not just shop around the corner it is £45 for two pizzas. We were regular customers but never again. Usually pizza comes with cutlery and paper towels. Nothing this day.
Ordered: 10/11/25 20:17. Today

I do not mind the fingerprints on the cutlery or the debris on the floors, the tacky cardboard offers like a tired 50's US diner but the Pizza, but the Pizza,small slightly burnt with as much tomato sauce as an empty ketchup bottle.
What happened to this ageless slightly elegant chain to turn it into such a miss? Dreadful is kind!

All pizza toppings are scarce. Make your own instead

Very poor service in Petersfield. incorrect info for customers re discounts and offers plus told could not use blue light discount and their special offers. Nothing on the menu card.

Formal Complaint – “Kids Eat Free” Offer and App Failure

Dear Pizza Express Customer Service,

I am writing to raise a formal complaint regarding my recent visit to your [insert restaurant location] branch during the school half term. Your signage clearly stated that children eat free during this period, which was one of the main reasons for my visit.

However, upon arrival, I was informed that in order to access the offer, I needed to use the Pizza Express app. I immediately downloaded the app while seated in the restaurant, but when I attempted to register, the app required a confirmation code sent via email. Unfortunately, despite multiple attempts and even trying with different email addresses, I never received any confirmation code. I checked spam and junk folders, and the emails simply never arrived.

Because of this technical failure—completely outside of my control—I was unable to redeem the “Kids Eat Free” offer and was charged full price for my meal. This was extremely disappointing and left me feeling misled by what appears to be a promotional offer that was effectively inaccessible to genuine customers.

I would like to request a full refund of the amount equivalent to the children’s meal(s) I should have received free of charge, or an appropriate compensation in line with your policy. Additionally, I urge you to review your app registration process and in-store communication to ensure that customers are not penalised for technical issues with your system.

Please confirm receipt of this complaint and advise on the steps you will take to resolve this matter.