The Rats Castle in Guildford

Two main issues with this place. Main one is price - 5 of us ate (3 kids and 2 adults) and two of the kids meals were the 'free' kids meals promotion. So for three of us paying, we got pizza and soft drink and very little else for £110. The food is rank average at this price. Standard pizzas are small and very stringy on toppings. And charging over £5 for some dry dough balls is just outrageous. But actually our main gripe is that to get any of the prices etc they offer you have to down load an app and create an account etc. The last thing I want to do with my family when I get into a restaurant is to have to be on my phone for the first 15 mins. It sets a terrible example to my kids and restaurants should not be encouraging/forcing us to use phones at the table. Mobile phone for kids are a public health crisis and I cannot believe a family restaurant like Pizza Express take this line. I am afraid I would not recommend Pizza Express.

Ordered 2x med pizzas and 2x sides at 7:30pm and it didn’t arrive until 9pm. I know it’s Friday night but that’s madness for some conveyor belt pizzas. When they finally arrived they were stone cold and I could have banged a nail into wood with the potato tots. We called the shop and explained the situation to which the store manager explained that “as we’re so far away we should have expected it to arrive cold and that the food was prepared 12 mins before the driver arrived and is given to them fresh” however our first driver cancelled so we had to wait an hour for another to accept the order so I imagine the shop prepped the order and it sat under a heat lamp for 1 hour. The manager said he couldn’t give us a refund but instead if he writes our name and number down he’ll give us a free pizza next time. What? No. We made it clear we wanted a refund and he said he couldn’t do that for us and after asking for a complaints procedure he said he’d “message the back office for us”. He refused to give us any details to make a formal complaint, he also refused to give us a name instead saying he’s the store manager. We’ll be doing it ourselves. We just thought we’d give them a chance to make it right before doing so. Terrible service. Food awful and delivery time was unacceptable. Avoid.

Ordered food to be delivered to near the courts. My other half ended up walking to the outside McDonald's because the deliver driver clearly doesn't know guildford. My boyfriend tried his hardest to give him directions to follow, the driver couldn't understand him. This isn't the first time delivery from this place has been shocking. I pay delivery everytime but I think I've only answered my door twice. Every other time I have to leave my building and go looking for the delivery drivers. Just save your time, money and energy and don't order from here. 2 weeks later, still waiting on my refund.

Pretty delicious U.K styled pizza

There was 20 of us all eating, celebrating a 70th birthday. The food all came out hot and was delicious, nobody had a bad word to say about any of the food. The staff were extremely helpful and attentive. Would highly recommend and will definitely be back again!