The family complained to Pizza Express, which told them the situation did “not reflect either the intent of our policy or the experience” it aimed to provide to customers.
They were also offered the chance to dine at a local Pizza Express and staff would cater for Francis’s allergies, but Hazel said she felt the company had failed to understand why they had to take his own food.
“We pride ourselves on ensuring our restaurants are welcoming to everyone, which means we have an existing policy allowing customers with specific allergies to bring their own food into our premises, subject to food safety controls, and we recognise this policy was not implemented correctly on this occasion,” Pizza Express told the BBC.
“We have already been in touch directly with the customer and their family to apologise for their experience.”
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