Papa Johns Pizza — Restaurant in Cambridge

edit to add Thanks for your reply, after searching the correct email address for myself, I sent term an email complete with order number and they have not responded.

TL;DR. Dishonest and incapable staff. Pizza never made it to us.

At 18:40 I placed an order to be delivered. Having heard nothing since, I checked the tracker on the website and it said it had not been started yet so I called at 19:35 to check on the progress. I was told the order was ready and waiting for a delivery driver to collect. I asked for a time estimate and was told a few minutes.

At 20:10 I called for a further update and was told again that we were still waiting for a delivery driver. At this point our pizza has been sitting around for a minimum of 35 minutes according to the information given by staff. I believe it more likely the pizza had been sitting longer as I've never heard of a single cheese pizza taking an entire hour to prep and cook, even with a queue.

Since the situation had not changed in the last 35 minutes, I asked for a refund and this was denied. I was told I had to email for a refund and to cancel the order. I asked if the lady had a manager or supervisor I could speak with. She lied and told me nobody was in.

I made the suggestion that they remake the pizza fresh and I come to collect it myself. The lady went to ask the supervisor (who 1 minute ago wasn't in) if this was possible.

I do not appreciate being lied to. I can be patient as long as I am kept informed of what is going on with my order.

I put the phone on loud speaker now so that my partner could join the conversation. My partner asked to speak to the supervisor who offered a refund and the pizza then went back on what he said, saying that he can't refund in store. I asked if he has a card machine, knowing that card machines and branches carrying cash are capable of issuing a refund if the shop owner wants to.

The supervisor claimed he can not refund and I told him I do not believe that's true. The company are choosing to not refund. Can't and won't are not the same.

The supervisor said again that we need to email for a refund. I took the phone away from my face and asked my partner if he trusts that customer service will help given the competence of the branch staff. The supervisor hung up on me

I called back and asked for the email since the supervisor (in my opinion unprofessionally) hung up. The lady gave me an email address which I read back twice and slowly. She confirmed it was correct but it is a different email from the one in their own reply to a bad review on Google. I do not know if she gave me incorrect information intentionally or accidentally but the information was checked twice and...

I ordered online for collection ASAP earlier this evening. I used to order a lot from Papa Johns but hadn’t had one for a while, and as it’s pay weekend and I had had along day decorating, I decided to treat myself and was really looking forward to it.

This store is a 15 minute drive away, so I kept tracking the website for updates so I knew when I’d need to leave to collect it, however after 35 minutes it was still showing as ‘we’re making your order’.

So, I phoned to ask for an update. The gentleman went and checked and advised my ordered was already cooked and had been sat under the lamp for 10 minutes or so.

I advised that the website tracker still said it hadn’t been made yet, so it was disappointing to hear that it had been sat there for 10 minutes already. Even with sitting under the lamp, it would not be fresh by the time I got to the store, as it was a 15 minute drive away.

I asked him if given that they’d not updated the website tracker; if I could have a fresh one please, and he said he would go and get the manager to check.

A female then came on the phone and when I asked if she was the manager, she replied “no”. I then asked if she was the assistant manager, to which she said “no, I just work here”. I was expecting a manager, but she advised “the manager isn’t here tonight”, which was odd given the gentleman had said he was getting a manager.

I explained the situation to her and she rather rudely told me that ‘it was my fault for not collecting it when it was ready’. I explained again that their website still shows my order as ‘being made’, so how was I to know it was ready for collection. If I hadn’t of phoned, what would have happened? But she told me that the Cambridge store does not use the website tracker as there’s a ‘system issue’… although I suspect they just didn’t update the order after reading the other reviews.

I queried why they aren’t phoning their customers to let them know what time their order will be ready if they’ve selected ‘asap’ as there’s no time slot allocated and no way to track it, but she replied “we’re too busy to waste time phoning customers”.

I asked for either a fresh order to be made or a refund given, but was advised that neither was possible and she then put the phone down on me.

I tried to call back (6 times!) and each time she answered and then hung the phone up on me!

Absolutely appalling customer service and completely ruined my Saturday evening - along with the fact it was then almost 8pm, I had no dinner and had wasted £30.

I’ve emailed their customer service team and have requested a refund for the food I...

On four separate occasions, the Cambridge New Market Road Papa John's has promised to send someone with missing items from my order, never once had that materialised. The first two times were in January, each time it was a bottle of Pepsi Max, each time they promised on the phone to send someone round with the missing drink, each time no one showed up. When I called to complain they promised to add a free pizza to the next order alongside a free bottle of Pepsi Max, which I then called to add onto the next order. The person on the phone pretended to not understand what I was saying only after I insisted on being provided the replacement items, which when I pointed out he suddenly decided he could understand, pretended to listen and then sent out the order without the replacement items, and missing yet another drink. I then gave up completely with your store, until deciding to give it another go last week, two orders managed to come correctly, until today when they sent a dairy version of ice cream on an entirely vegan order. Besides this putting me off the rest of the food which I ended up having to give a way as a result, I called to ask for a replacement, which the woman on the phone promised to send out on the next delivery. Three hours later when I called back to ask where it was, she suddenly decided it would only be possible to provide the missing item on the next order, which naturally given your companies track record I did not trust.

The Cambridge New Market Road store has essentially robbed me of around £25s worth of food, and sent a leaky non-vegan item which ruined a £40 order, which they then had the audacity to refuse to replace. There is an attitude in that store that robbing the customer for every possible penny is more important than honesty, integrity or delivering on what the customer has paid for. I do not say this lightly, I have never in my life been treated as poorly and with as much disregard by any company as I have by the Papa John's on...