Papa Johns Pizza — Restaurant in Chelmsford

It's unfortunate that my first review on google is a negative one, but have been moved to write this due to a very bad experience. It's also a shame I had to add 1 star to post this, probably would've been higher if I'd actually eaten the pizza and the customer service had been inoffensive, sadly neither are the case here.

Last Friday night, just gone 20:00, I placed an order over the phone that consisted of one pizza, which I was told would take 30-35 minutes. It got to 20:50 and still no pizza, so I called and the same young man who took the order told me that it would be another 15 minutes! When I questioned this, his excuse was they had "Got very busy", which was also said in a fairly unapologetic manner. There was then 10 seconds of silence between us on the phone, so I hung up.

The pizza arrived at 21:15 (Nearly an hour and a quarter after the order was placed) I refused to pay so the delivery driver phoned the shop and then passed it over to me. It was the same person I'd spoken to twice previously, who then offered to knock £4 off (when the order was already at £17.99, £13.99 would still be too much to pay for this less than adequate service) I then tried to lower it to 50%, which he said they couldn't do so I refused to take in the order, this didn't bother him in the slightest.

You appreciate that wherever you go that there will sometimes be delays but as I said before, I only ordered one pizza, so the fact they got busier after my order should really have had no impact on the speed of them sorting it out, and to be met by such an apathetic and disinterested employee just adds insult to injury. Special mention to the delivery driver, who was very apologetic and I could tell without him saying anything that he understood the injustice of the situation; nevertheless he was clearly very loyal to the business, a loyalty which I feel...

Sent a meat pizza last night instead of the vegan pizza we ordered. Second time in as many weeks we had been sent the wrong order. Shift manager didn't apologise but told us that they send pizzas to wrong client 6-8 times a night on weekend night. We love the brand and the taste but this was the last time we will buy here. The place is dangerous. They told me last night I have bought 24 pizzas in the last 5 years. At least a third of these they have got our order wrong (so that 6-8 errors per night is an untruthful underestimate). Obviously we have to prepay for takeaways, but every time we have a really big issue they argue about partial refunds for weeks. Papa John's hides behind the franchise structure as to why they do this. No one ever takes responsibility. The full refund we have demanded after last night will be no different. For those who want what they ordered and have paid for, those with religious, or dietary requirements (like us), or those with allergies this outlet...

I have just received disgusting service from papa johns in Chelmsford. With the rewards I've collected having spent a substantial amount of money on deliveries, I have accumulated a free pizza. The minimum order for a delivery is £13.99, therefore they would not deliver the pizza to me.

If that's not poor enough service, the manager (Fongh) 's attitude towards me was also disgusting. Comments like 'go ahead and complain' and 'do what you want' like he had absolutely no respect for me as a customer. Also his tone was condescending and he spoke over me continuously. I know I became angry which I should not have done, but other companies/restaurants have always had more respect than that, even if the can't help me. I was left feeling like a piece of dirt that he'd just wiped off his shoe and that is not a way to deal...