PizzaExpress | Gluten-free in Epping

Jack Daly
18/01/2026

1

We had a booking for 19:30 and were seated promptly, which initially gave us a good impression. Unfortunately, the experience quickly deteriorated. Guests seated just before us were served their drinks and starters before we had even had our order taken, which was frustrating. After attempting to get attention, a waitress told us she would send someone over (a tall man with a ponytail). We then waited a further 10 minutes, resulting in a total wait of around 30 minutes before our order was taken. The waitress appeared embarrassed by the delay. As we were short on time due to the wait, we asked for our starters to be served alongside our mains. Despite this request, my starter was brought out on its own while my partner received nothing. I was left eating alone while my partner waited, which was both awkward and disappointing. We then waited another 20 minutes for the rest of our food. While we would understand delays if the restaurant were busy, it was very quiet at the time. The food itself was acceptable but not up to the standard we normally get from PizzaExpress. This was particularly disappointing as we frequently dine at PizzaExpress due to the good gluten-free options available for my partner. The most upsetting part of the visit occurred when we asked for the bill. I explained that I had both a Blue Light Card and a voucher. Our waiter immediately became condescending, confrontational, and dismissive. He repeatedly stated that he had worked for PizzaExpress for “14 years” and insisted, in a belittling manner, that we could not use both discounts—despite us having done so at two other PizzaExpress locations previously. His tone and behaviour were completely inappropriate and made us feel uncomfortable and disrespected. I have worked in hospitality for eight years and have never encountered a waiter who spoke to customers in such an undermining and rude manner. This experience was entirely out of line with the excellent service we have consistently received at other PizzaExpress restaurants.