Firezza - East Village

Sadly, my experience follows most of the other one star reviews. Twice they’ve taken my money and not delivered. Turns out the first time, the restaurant was actually closed despite accepting my order. The second time, we ordered for a birthday treat and the same thing happened again. I’ve contacted customer service twice now but to no avail. The pizzas are actually decent, but it’s a gamble every single time whether they will deliver or not. Absolutely not worth the hassle.

Where do I start with my experience with this place... I’ve had Firezza pizza multiple times before - always found it tasty. Recently moved to the Stratford area and we thought we’d give this a go tonight.

Ordered two pizzas at 20:45 or so... Needless to say, I’m sitting here a full 2.5 hours later without any pizza. The Track my Order page updated to ‘Ready for Delivery ‘ about 30 mins after I ordered l, and nothing after that until about another hour, where it was strangely updated to ‘Order Complete’, skipping all of the other stages in the process... This is clearly a scam - and I’m not expecting pizza (or a refund, for that matter)

If you’d believe it - this wasn’t even the worst part of the experience. My wife made the mistake of calling to complain before the store shut tonight, and was spoken to in the most vile and disgusting manner by a member of staff, who clearly seems to have a problem with women..

I don’t want unrelated staff at this location to lose their jobs, so I won’t repeat what was said to my wife, but for the love of god - look into this store and their practices..

They are taking money and completely faking delivery. Just not right. I have left a complaint through the corporate site with my order reference. Sort yourselves out.

Similar to many others, the service sucked.

The pizza arrived lukewarm and 30 minutes late. The Arancini were smashed and resembled a box of risotto rather than the balls they should have.

A shame as their service used to be excellent a few years back, but my last two orders have been abysmal.

14th August we ordered a meal and quickly realised something wasn't working with the website. It wasn't updating the delivery time. This was a Sunday so was happy to be patient as I imagine they were busy. After an hour however, I rang. I was told my meal was sitting there ready but no driver.

I proceeded to call again after relaying this information to my guests as we didn't want what would now be a cold and ruined meal. This is where our night became an absolute joke. Phone left to ring constantly for over 10 minutes before I would give up and call again.

The 8th time I called since being told my food was ready but sitting there some two hours after the delivery time someone picked up the phone and hung up straight away. I even heard a breath between the dial tone stopping and the line going dead. This happened a second time, then every attempt afterwards they were closing the line within two rings. Disgusting customer service.

I kept trying as they still currently hadn't explained what was taking them so long and hadn't received my notice to refund the order and cancel it.

When I got through a man said he had been called in to help and there was significant IT problems. I told him I wanted a refund and he was trying to get me off the phone as quickly as possible without me telling him just how awful the staff had been with my order.

On Monday, still no refund and once again they wouldn't pick up the phone. The number online for head office doesn't work and the email function on the website obviously takes a few days. We of course sent emails on the Sunday.

Now, on the Tuesday East Village FINALLY answered the phone but proved useless, merely taking my number and telling me a manager will phone me. That is still yet to happen.

I do have an email now saying I will receive my refund, but will only add 7 loyalty slices to my account. I requested enough to have the same meal again free. Without which I really don't feel comfortable ever trusting them again. I won't lose money, time or loyalty points giving them another chance after the absolute diabolical customer service I received. I will wait to see how they respond to my request for more points but most likely I just won't be using them again.

A great shame, I was a very loyal customer of Firezza and have always really enjoyed their food and service. Clearly it has gone massively downhill in the recent months. I can't advise anyone waste their time or money on them. Pizza is pizza, it's hard to get a truly bad one and in London there is plenty of competition. Until you start seeing better reviews of this place, I would avoid it like rush hour on the central line.

UPDATE
Took many days to refund, barely gave me enough loyalty points on account for one side dish. Won't be using again.

They always get the orders wrong. At least the old manager always tried to fix their mistakes....the new manager, apparently since yesterday, has no customers service skills...after my order was 1.5 hours late and it missed the dip, she also hung up on me when I called to complain... very unprofessional and customer focused to say the least when it was their mistake as well. I used to order once a week but I won't be ordering from them anytime soon.

While the pizza’s are tasty, the appalling customer service is not worth ordering from here. They sent me the wrong order, nothing like what we paid for. Upon calling the store I was told that they wouldn’t be able to do anything about it and that quite frankly it was not there problem. To add insult to injury I was also told I wouldn’t get a refund even though I paid for extras to be added. Bearing in mind what we received is not what was ordered. They are absolutely shocking and we will never order from here again. Shame really as their pizza was tasty

I must to tell that I was scared to order as first client once I read the reviews and I was quite sure it would be a disappointment. So I was really curious about the pizza ( I’m from Napoli ) because it looks nice from concept that’s why I decided to call them straight away asking about times delivery and the quality. Anthony is been very helpful guaranteeing the pizza was good and to double checking with us once we get the pizza at home. The pizza definitely is good! The offers just Amazing! Never had a pizza like this for 21.99£ 1/2 m pizza Margherita bufala. I strongly recommend to fix the issue about deliveries and you’ll fly high guys!

Sorry guys but the quality of your pizzas has dropped significantly.

I ordered the porcini pizza and received a very small amount of porcini and a bunch of regular, uncooked mushrooms too.

Hoping to receive a response from management.