The Dogmother Posted September 15, 2010 Share Posted September 15, 2010 (edited) A couple of years back, our local Pizza Express went right downhill - staff left and the place deteriorated. I complained about one really poor incident and got a £25 voucher and an apology from head office. It has been fine since. A couple or three weeks back, Phil, Rosie and I went there for a meal, the restaurant wasn't heaving but they took (after prodding from me) 45 minutes to get just the starter on the table, no offer of free drinks, nor an apology. The rest of the meal proceeded at the same (lack of) speed and we figured we may as well stay, although other diners were walking out without paying. A comfort stop revealed that the Ladies looked like a bomb had hit it; no loo paper in the dispensers - it was all over the floor. The place was filthy. I accosted the manager to complain about this and the whole 'meal experience'; he was very honest and admitted that they'd lost our orders and we ended up not having to pay for our meal. Last Friday we went again (to use the Friday deal voucher; I only every go there if there's a deal on) and despite being only half full we were turned away as the waiter who greeted us was very honest and said that they wouldn't have the staff to serve us... rather that than a repeat of our previous experience! I emailed head office to complain and ask what the matter is with the restaurant; the local branch manager has called me and we now have a voucher for a meal to the value of £40. He has asked me to book when I next visit, but I shan't be giving him warning of my visit We had a very frank conversation and I suggested a few simple measures they could introduce to sort out their problems. Let's see if it improves... Anyone else had problems? Edited October 3, 2010 by Guest Quote Link to comment Share on other sites More sharing options...
Lewis Posted September 15, 2010 Share Posted September 15, 2010 Not good I only go when theres offers on too We went to the one in Brum in the summer when we were doing a show, during the Matinee and evening performances, was really quick service and really nice. Hope they can sort it out! Quote Link to comment Share on other sites More sharing options...
Space Chick Posted September 15, 2010 Share Posted September 15, 2010 Personally, I have only had good experiences in the ones I have been to Ever thought of a second career in Mystery Shopping Clare Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted September 15, 2010 Author Share Posted September 15, 2010 They seem to vary wildly in their service; usually they are good though. They have a very fast team turn-over so perhaps that's the problem. Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted September 15, 2010 Share Posted September 15, 2010 We have 2 near us and they are both great. Sounds like it is a local staffing issue. Perhaps they have a rubbish manager. Quote Link to comment Share on other sites More sharing options...
Christian Posted September 15, 2010 Share Posted September 15, 2010 I wouldn't go back after the experience you had first time around. Quote Link to comment Share on other sites More sharing options...
majorbloodnock Posted September 15, 2010 Share Posted September 15, 2010 We've visited several Pizza Expresses over the years, and each site has been consistent in its quality. Unfortunately, whilst that means some have been consistently good, some others have been consistently dreadful. Since we expect a certain level of service with any meal out, the variation unfortunately means we now avoid Pizza Express like the plague. There are far too many other similar outlets with better service to warrant taking the risk. Quote Link to comment Share on other sites More sharing options...
whoopsie Posted September 15, 2010 Share Posted September 15, 2010 We seem to be lucky as I take my NCT group there every month (have done so for over a year) and they are excellent. We use a lot of vouchers! Quote Link to comment Share on other sites More sharing options...
Shirl Posted September 15, 2010 Share Posted September 15, 2010 I used to go with a friend but she only has an hour for lunch and it just isn't enough because service is so slow. We go to Prezzo now where the food and service is better. Quote Link to comment Share on other sites More sharing options...
Space Chick Posted September 16, 2010 Share Posted September 16, 2010 I used to go with a friend but she only has an hour for lunch and it just isn't enough because service is so slow. We go to Prezzo now where the food and service is better. Now the Prezzo I go to, the food is great but the service is rubbish I only go there if I have AGES to eat, never if I am on a time limit Quote Link to comment Share on other sites More sharing options...
Old Speckled Hen Posted September 16, 2010 Share Posted September 16, 2010 Never had a problem though I do go regularly to only two. The one in Kendal is always busy and the one in Teddington has had the same staff, more or less, for 10 years; they always remember me I've seen Rick Parfitt there often Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted September 16, 2010 Author Share Posted September 16, 2010 There's no time limit in the voucher, which is good, so I'll leave it a while before going and see whether they have pulled their socks up. Generally they have been good (looking at an average) which is why I went back after the first fiasco, but when they are bad.... I suspect that it's down to high staff turnover and poor local management. Quote Link to comment Share on other sites More sharing options...
greyhoundgirl Posted September 16, 2010 Share Posted September 16, 2010 I agree that the service is terrible now. Until recently it was great but I've been to two different ones recently with the children and it's been appaling! When children are hungry they need to eat or they start kicking off. My children have lovely restaurant manners but even their patience is tried, 40 mins for a few dough balls!!!. I go to Zizzi now,better food and great service. Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted September 16, 2010 Author Share Posted September 16, 2010 I was relating this tale to a friend in London - she and her partner had such bad service in the Pizza Express near Russell Square that they asked for the bill so they could leave. No bill arrived, they asked again and were ignored again, so they just walked out. Quote Link to comment Share on other sites More sharing options...
thelurch Posted September 17, 2010 Share Posted September 17, 2010 We've generally been impressed with service in PE, they seem good with young children and their childrens menu with the bambinochino at the end always makes our 4 year old feel a bit special. We visited one in Torbay in June at lunchtime which was painfully slow, there were only another 8 people eating. We ordered starters, pizzas and all took ages, then we had a nightmare getting the attention of the waitress to do our sons included ice-cream. Then we had to wait another age for the bambinochino! I complained about the time taken to serve the food and was told that they can't work miracles! With that I asked for the bill which hadn't arrived in 15 minutes so I put cash to the value of the drinks and left a note basically saying that unfortunately as we couldn't get anyone to serve us then we would pay for drinks and that's it. We left and that was that. Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted September 17, 2010 Share Posted September 17, 2010 Ours is pretty good,but we prefer Zizzi or Strada really,so generally eat there instead. I am impressed by those who upped and left! Quote Link to comment Share on other sites More sharing options...
kinsk Posted September 17, 2010 Share Posted September 17, 2010 I've only ever been to one bad one, and it's consistently bad and dirty. Haven't been for a couple of years now as completely put off it. Hope your next visit is better, although at this rate you could eat there for free everytime! Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted October 3, 2010 Author Share Posted October 3, 2010 Well, after a lengthy 'phone conversation with the manager of the local restaurant, he sent me an email inviting us to a free meal to the tune of £40, advising me to book a table to be assured of a place. I booked for Saturday evening at 6pm, using Phil's name so that they weren't tipped off. We were trepidacious to say the least as I was reluctant to have another Saturday evening wasted, but I have to say that I take my hat off to them - they had replaced some of the waiting staff and the manager, the latter had them all whizzing about and constantly had his eye on the staff and all the tables. We were very impressed, and here's a copy of the email that I have just sent to them.. I just wanted to thank you and your team last night for such excellent service, and to say that you have restored our faith in PizzaExpress as a brand. To be honest, after the last two experiences, we were reluctant to take up your kind offer and run the risk of yet more hassle on a Saturday evening; I am glad that we did though - the food and service were both excellent, the staff worked their socks off and managed to be both efficient and charming in the face of the dual adversities of a full restaurant and various childrens' parties. The new manager constantly had his eye on all the tables, and his waiting staff, checking that any empty tables were cleared and turned around as soon as possible. I really hope that you can maintain this standard of excellence, and can assure that we will now be regular customers again. Oh, and even the toilets were clean! Regards and thanks I guess that they had had a few complaints to have pulled out all the stops like that. Quote Link to comment Share on other sites More sharing options...
Lewis Posted October 3, 2010 Share Posted October 3, 2010 Glad to hear they actually did do something about it We went to the one in Brindley place in Brum a couple of weeks ago and there was good service, printed off an online voucher (could have been one you posted on here) which the manager said wasn't valid but that she'd honour it anyway Credit crunch + all, they can't afford not to and lose custome really Quote Link to comment Share on other sites More sharing options...
Space Chick Posted October 3, 2010 Share Posted October 3, 2010 We went to the one in Brindley place in Brum a couple of weeks ago and there was good service, printed off an online voucher (could have been one you posted on here) which the manager said wasn't valid but that she'd honour it anyway I double checked the terms and conditions on that voucher and the voucher was DEFINITELY valid Don't suppose it matters as it was honoured anyway, but a tad annoying that management and staff don't know their promotions That said the food (and wine ) was lovely, as was having a pizza with some good crazy chicken friends Quote Link to comment Share on other sites More sharing options...
HappyhenSG Posted October 3, 2010 Share Posted October 3, 2010 We went to our local one on Thursday - excellent food and service - they even sang Happy Birthday and stuck a candle in my dessert after OH let it slip We've been in quite a few of their restaurants and mostly been satisfied - they are good with the kids and service is generally quite prompt. That said, we went to the Marlborough one a couple of years ago and to say it was dire would be an understatement! Very slow service and the food was cold when it eventually arrived. It seemed to be run by adolescents which I think was part of the problem! No idea/experience of customer service, etc. It hasn't put me off going to P/E generally - it's a nice place to go for a relaxed and casual meal out with kids. Quote Link to comment Share on other sites More sharing options...
