Papa Johns Pizza — Restaurant in Surrey

Horrible service. We ordered online for another location but filled out our address. The website glitched and entered pick up. We called and the female manager told us that it was our job to call and find out what was going on with our pizza even though we were still waiting for it assuming that we were getting delivery from the closer location. She sent the delivery guy to a completely random address and then came to our address after he called and wasn't there. He was very friendly but did not understand what was going on even. So we called the manager after waiting an hour and a half for our pizza and she was incredibly rude, said it must have been technical difficulties and then told us it was our fault that the pizza was late, tried to charge us more money than our receipt was by email and refused to give us any service, telling us to tell the delivery guy to return the pizza. She never apologized. We will not be using this location EVER again and will inform family not to buy there. Not only that but after reading reviews for this store I can see that they're very argumentative when people give them bad reviews instead of apologizing like a proper business would do. I also seen them post a very discriminative comment towards someone of a different nationality who left a bad review

Guildford location is MUCH better with excellent staff...

This review is not a reflection of the quality of the product. The pizza is actually great, and would love to order or pickup from a different location.

This review is about the quality of service from this particular location. It was atrocious! When first ordering, there was a misunderstanding on the order. We ordered a pizza and their mega chocolate chip cookie, but received a brownie instead. I checked the receipt and it said "brownie" so I figured it must have been a misunderstanding when ordering. Thought I'd call to let them know I said chocolate chip cookie (since I was staring at a picture of it on their menu when I ordered originally). Wasn't a huge deal, and wasn't expecting anything more than an apology at the very least. But instead I was put on hold, and then hung up on.

Weeks later, calling to order for a second time after giving my phone number, was bombarded by some guy informing me that they would no longer be delivering to me, and then accusing me of lying to them the last time. Not sure if he was the manager or some arrogant employee, but whoever it was they were not open to any reasoning, and even chose to berate my wife instead after she called in disbelief of how I was treated.

Looking forward to the day this location has a big banner saying "Under New...

Edit: I spoke with the manager on the phone and it was fixed to my satisfaction. He explained the policy in store and will explain to his employees about customer service. With football season coming up we were really sad about having to find a new piza store. Thank you for your quick response.

We have always been loyal to Papa Johns but not anymore. We would order from them quite often and for all big events but not anymore. The customer service is horrible!! I ordered a deal online and was specific about the crust and sauce I wanted but something went wrong in the back end system and when I called they mentioned something to that effect. When our pizza arrived it was on the thin crust which tasted DISGUSTING!!! I called to have the order fixed because it was not what I ordered and was told " we did nothing wrong and you can pay to have it fixed". I will not be ordering from this company again!! After all our years of loyal service and never once a complaint and basically all we get is a sucks to be you. There are to many pizza places to deal with that kind of service...