@WeAreZizzi how long should I expect to wait for my pizza? Been 45min now, run out of wine 😦 here
firstly thanks for giving the opportunity to feedback!
On 4th August my partner and I were out for a romantic meal and chose to visit yourselves over our usual Pizza Express. We’ve been loyal customers of theirs for several years but though just this once we’d give yourselves a ‘go’.
We went to the retail park, venue on the Thursday evening.
We had to wait a while before we were addressed and seated and noticed there was a large party on a table nearby and the place was relatively busy. The waiter was very pleasant and amiable.
It was very exciting to be in a new place and there was a good atmosphere. However the wait started from the get-go. When our wine/water/starter order was taken we expected that would be here in a jiffy – we were sat only a couple of metres from the bar after all.
So my partner went to the loos while we waited, then I went to the Ladies and was not quick as I very much was admiring your decor and retouching my make-up. I think it’s fantastic that you have separate toilets too, wonderful idea!
I fully expected that at least the wine would have arrived as I’d been so long but no!
And we sat for a further age before it finally came.
And then our starter made it too. However that wait before the starter was cleared away was significant and then, as my Tweet said -we were waiting at least 45 min for our mains. Our wine was finished -we only ordered a basic margherita pizza each -nothing fancy. My partner had to ask the waiter if they had forgotten our order as we could not believe how slow it was. And eventually it came.
But then after finishing, I think we’d been there for 2 and a half hours by this point, when we could finally get a waiter’s attention to ask for the bill they took another age before bringing it.
Then again we waited and waited as we wanted to pay by debit card, I went to the loos again to kill time, BUT no one was coming so we scrabbled around to find the cash as we simply could not wait any longer (we wanted to go out for the night afterwards) and just sat there like muppets without drinks as they had long since gone and no one was taking any notice of us.
We realise there was a large party on 1 table and that the place was busy but that is normal isn’t it? We have never experienced such waits at Pizza Express.
We loved the food (and the loos!) -it was delicious -but on balance having to wait so long when you have other plans or/and are hungry/paying decent prices that should cover enough staffing to wait on I don’t know how we could justify choosing Zizzi again. Maybe it’s just that branch? I don’t know but it was really disappointing and put our whole night out.
Thanks again for listening and keep up the good food/toilets -but not the waits!!
Dear V, Thanks so much for sending in your feedback about your recent visit to Zizzi.
It was so disappointing to hear about the service, or lack thereof, that you and your partner received. To wait as long as you did for service is wholly unacceptable and on behalf of the restaurant I would like to apologise.
We take service issues incredibly seriously so I want to thank you for bringing this to the attention of Head Office. I’ve shared your comments with their Operations Manager, Richard Surr, and the General Manager at Zizzi; they will discuss this personally with the team members to ensure we avoid this in future. We should be providing an attentive service to all our diners, however on this occasion we have let you both down.
I can assure you this will be dealt with at restaurant level and has been circulated around Head Office through a Weekly Complaints Report to ensure everyone stays updated with what’s going on in all our Zizzis. This helps us improve our service in the future.I really appreciate you taking the time to let us know about this and by way of apology for your visit and as a gesture of good will, I will be sending you a £15.00 Zizzi eGift with the hopes that you will come back and enjoy Zizzi the way it should have been. This eGift will be valid at any Zizzi, any time within the next 12 months and will arrive shortly in a separate email (please also check your spam folder).
Thank you again for your feedback and I do hope you will give us another chance to make things right.
Customer Experience Assistant