PizzaExpress Reviews 

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.

I give two stars to honour the nice young man working there but truly, how is this place still open? We visit Italy every year and this is not the food, nor the price.
It was my son’s choice as a treat after a school report and it is not only an exercise in tastelessness but also distressingly expensive. The macaroni cheese side was worse than a ready meal, with a foamed milk sauce and barely any cheese. The pizzas are cardboard. We know it’s expensive buying quality ingredients but don’t bother charge us for them if you’re not going to use them. Over £80 on one of the worst meals out, even with tap water to drink, only three mains and a 40% off voucher used, for a family of four.

@Bain Capital @Allan Leighton @Lawrence Harvey please look at this review about the Chertsey branch and the staff:
From stepping into the Chertsey Pizza Express for my daughters 5th birthday on Tuesday, we were welcomed with big smiles from the very friendly staff. My family and I were amazed with a wonderful waiter (Jordie) he truly made the whole experience amazing, not only was he very patient with our change in orders , he was friendly , smiley and understood the situation with us having 4 young kids and made it extremely easy by being his great self.
Usually a night out at a restaurant can be a bit of a chore, however, due to the wonderful staff at this branch/restaurant, my wife and i were actually able to relax and enjoy our very well presented meal.
To top it all off, the Chocolate Sundae which my daughter still talks about really made her night.
I want to say a special thanks to Jordie and the staff at Chertsey Pizza Express. Thank you all for the wonderful night , Jordie you are a true asset to the company, I hope your manager will flag this to the chairman and recognise how skilled you truly are .
PERFECT DINING EXPERIENCE
Thank you Jordie

From
Jay, very happy daughter and a very happy family (repeat customers for sure).

Two mediocre pizzas plus rubbish garlic bread ( it was tiny!) and a glass of wine for £55!!!! We only went because it said 40 percent off favourites,which we thought would be the normal pizzas like Margherita etc, only to find there was only 3 things with a discount. No wonder the place was empty on a Saturday!!! We will never go there again!!!!!

We come here regularly (Balham & Wandsworth Trinity Road), at least twice a month after hockey! It’s such a great spot to go with children — especially with kids menu. Great prices for drinks (cheaper than most pubs!) and the app (highly recommend for offers and freebies) makes everything so easy to order and pay. Always a lovely experience

Visited the Southend Pizza Express. The food was delicious, Hen made us feel very welcome and is such a lovely lady, can recommend this Pizza Express

Had a lovely experience at the pizza express in Southend-on-Sea. Food was good value for money, friendly and helpful staff, and lovely astomphere.

Food was ok was service was awful. Was told straight away to " Wait a second" to be seated once seated and ignored for 15 minutes got my order taken 2 pizzas a starter and three drinks.
No dietary's no extract requests simple order.
I came back from toilet to my family letting me know that my drink was not put in the sistem because our waiter forgot what i want.
I tell Jasmin that i want a classic g and t comes back with Orange pale ale and a mixer which im not sure what it was.
It Has been 45 minutes since i have been in my family finished eating and i asked how long will my wings take.
To which i was told that she dis not put them in the system because she forgot
Thank you Jasmine from leaving me thirsty and hungry before my movies and for giving me a good reason to never come back.
You want a awful service and eye rolls when u expect drinks ordered to not be put in the system please come to pizza express in Romford.

Cold, mediocre pizza. Polenta chips were a cold, soggy pulp. Clueless delivery driver from Deliveroo...a text & two phone calls. Disappointed that the dessert was substituted for brownies. I don't like them. Never again 😒

Ordered pizza from Jesmond. They kept changing the delivery time 45 mins, the 20, then 55, then 11, then 42. Needless to say we never got our pizza. Just a message to say it wasn't going ro be possible would have given us time to order somewhere else. Rubbish service.

Having ordered pizzas 3 times over the last couple of months from the Fleet branch (via Just Eat), we have experienced late deliveries on all 3 occasions, the most recent being 2 hours late, at which point I cancelled the order. On speaking to the manager for the second time, I was told it was a problem in getting delivery drivers. I drew her attention to the many complaints on Google AI regarding this issue and suggested she refer the matter higher up the chain for some urgently needed remedial action. Needless to say, will not be ordering from them again.

We were given a dirty table on arrival. The food my girlfriend ordered was not delivered as per what was mentioned in the menu. She ordered chicken Caesar salad but it came with NO CHICKEN AND NO CHEESE !

I ordered a garlic prawn pizza and was told I could swap the garlic dip sauce with bbq sauce but on the bill I was charged for the sauce which left me confused.

The waitress was combative and rude! I said to her we were told we didn’t have to pay for the sauce and she insisted that we pay the .75p!

The customer service was DIABOLICAL! I have never experienced such disrespect!

ordered online for delivery. £31.13 for a pizza and doughballs. I could have eaten in the restaurant for the same money. 45 minute wait for food then another 10 minutes as rider had been given the postcode but not the flat number so I had to put some shoes on and walk round the crescent looking for him. Food was absolutely stone cold. I'm 15 minutes from the restaurant and the guy was on a motorbike so the food could not have been hot when it was sent out. Garlic butter was seriously out of date and although I hadn't ordered a gluten free base on the pizza that's what I got. It was disgusting. This was only my 2nd order, the first time I had a very long wait to receive cold food. I decided to give them another chance, needn't have bothered. Complete waste of money.

I ordered a pizza from a nearby pizza express via just eat it was delivered tepid and cold by the time we opened the box and put on plate.I called the restaurant involved to be informed it's shut .They are obviously sending from further away!

Pizza express is meant to be coeliac accredited, I have coeliac disease ordered a takeaway, I became very ill due to a serve coeliac reaction from the food, it was labelled gluten free yet I became very unwell, they didn’t seem to care and said I should double check next time and offered me a voucher, if you have coeliac disease do not eat at pizza express as its not safe

I placed a takeaway order online with PizzaExpress. When I arrived, the item I paid for wasn’t available. I was told I wouldn’t be charged for the alternative and that customer services would arrange a refund so I accepted it on that basis. What followed was over two weeks of chasing, during which I was repeatedly told I’d “willingly accepted” the substitute and wasn’t entitled to a refund. That’s simply not true.

Customer service misrepresented the facts, dismissed my concerns, and made the process unnecessarily difficult. I was effectively duped into accepting an alternative under false assurances, then treated as if I were at fault. Eventually, I got the refund but only after being made to feel like I was lying.

This experience showed a complete lack of integrity and accountability. I won’t be ordering again.

Deliveroo order - 3 out of 5 orders were wrong. We ordered American and they sent Margarita - very disappointed.

We visited the Xscape Castleford Pizza express on 27/08.
We booked a table for 1pm, restaurant wasn't especially busy. Starter came quickly but we then didn't get our main pizzas until 2.50.
The bill came & after paying we realised we had been overcharged by £15! We had ordered the £50 deal but everything ha been charged for and the deal hadn't been added. Spoke with who I think was the manager who said they'd refund the original bill of £87.30 but we would then have to pay the correct bill of £72.95. I asked if we could just be refunded the difference but was told this wasn't possible & they couldn't do this so today I have had to pay £150 for a meal that should have only been £72 and now have to wait 3-5 days for the money to go back into my account. Yes we should have checked the bill more thoroughly before paying but I have never known a business to operate this way & expect the customer to pay twice for what is an employees mistake. What would we have done if we hadn't had the extra money to pay the other £72?

Really disappointed with today's visit overall, was supposed to be a treat for our daughter on the way to see a show but left us feeling disappointed.

the leamington store was amazing not only food wise the staff were so kind.i was wearing a real madrid shirt and my brother was barcalona and our server questioned who we thought was better.overall,amazing will defintly come back

3 hours for a pizza delivery via Just Eat. But rang Lincoln Manager and said don't send it. He allowed it to be sent anyway. Was ordered 18:20. We walked the dogs and fetched fish and chips. Washed the pots, Watched the TV and doorbell goes at 21:20. A gormless experience not to be repeated. Pizza express blaming Just eat, just eat blaming pizza express. Sort your BS out. Goodbye....