Pizza Express - Hertsmere

We arrived at this restaurant at 9pm on a Friday after a long drive from Yorkshire. Since we were staying at the Ramada hotel, we decided to forgo the usual takeaway and opted for a proper sit-down meal with our elderly parents and a bottle of wine. However, upon entering, we were informed that the restaurant was closing and that we could only order takeaway. We asked if we could bring the food to the bar next door, and were initially told it was okay. But when we tried to enjoy our meal in the bar, we were told that we couldn't eat there. This led us to the service area canteen, where we had to settle for fizzy pop as there were no other drink options available. The pizzas we ordered were a disappointment – the garlic bread was undercooked, drowned in cheese, and too small while the other two pizzas were average with excessive cheese. We paid £35 for a lackluster meal in a service area without any drinks. It would have been fair to offer us a discount for ordering takeaway instead of charging us full price for a subpar experience. The staff should provide accurate information to avoid further confusion and frustration.

I visited this restaurant years ago whilst stopping at the Ramada and decided to try it again to see if it had improved. Sadly not. The customer experience here is shocking. I entered and was left stood at the reception desk for probably ten minutes even though they saw me come in. Finally a young chap came over and got me seated and left me with a menu. A full 20 minutes passed before he came back over even though there was probably only a dozen people untie restaurant. The pizza was pretty good when it finally arrived but no large bottles of beer and the service was shockingly slow. I had to go upto the till to pay as I was tired of being seated and ignored.

Wow. What an experience. We were really looking forward to a meal out and we’re staying in the hotel next door. We entered and it took around 5 minutes for someone to seat us despite it being quiet with lots of members of staff on. We waited a relatively long time for someone to take our order but we were fine with the wait. However, 30 minutes passed and we were still waiting. Our starters then arrived, calamari with no dip or garnish so we asked for some dressing. The garlic bread starter was noticeably burnt and we were still waiting for a dough balls. The dough balls arrived around 10 minutes later and were completely cold. I politely went to the counter with the burnt garlic bread and cold dough balls and asked if they could be redone. I was told to wait a minute. I then returned to the table and when a (this time undercooked) garlic bread arrived I asked for the manager as our drinks still hadn’t arrived. The manager came over and I explained why I was unhappy. The manager didn’t apologise, she simply said ‘what do you want me to do?’ to which I was quite honestly shocked. The manager then walks off claiming she was checking what time we ordered our drinks. She returned to the table with quite honestly an attitude and said ‘I have taken the drinks and starters off your bill, do you want your mains?’. Still no apology. I calmly said to the manager ‘do you even care about my complaint’ to which she responded ‘I am 8 months pregnant and you have scared me, I’m so intimidated and feel threatened by you swearing and shouting at me, I am shaking’ to which I simply did not do. My partner asked if she needed an ambulance quite rightly not needed but with the lack of respect we had been shown, we were clearly upset and I personally was extremely hurt and upset by her accusing of threatening behaviour which simply didn’t happen. The manager then snatched my drink from my hand and told me aggressively to ‘get out’. I am so devastated by my experience, I have personally recently had issues conceiving and was truly hurt by the ‘playing the victim’ card with the 8 months pregnant comment. Aside from this I would never ever threaten or intimidate anyone and I am so upset by the experience. We travel to London a lot for work and we would be a regular at the restaurant but I will never return to a pizza express again. I will be taking this further.

We have been to the pizza express several times at South Mimms and been really impressed with the service. I am gluten free and lactose intolerant and the staff are always so careful to check everything with me. The service is efficient and the staff are lovely! Thank you!

Monday 7PM, waited six minutes to even be acknowledged by staff, even though frequent glances at the queue by the door. Told eventually a 40 min wait for food even with five staff and nly 15 covers on the go. Looks like the staff just don't wish to work any more. I'm a frequent traveller but this would have been my first time in this new Pizza Express. Will they complain in January when they can't pay the bills? You bet they will. AVOID.