Papa Johns Pizza — Restaurant in Elmbridge

Dreadful. Needs shutting down.

I was one of 10 people who in the space of 30 mins came in to ask why their pizza delivery was more than 2 hours late. They, like us, had been sitting at home stuck, at 9pm+, hungry, having ordered at 7pm or earlier, and couldn't get through to phones that weren't being answered (I rang a total of 20 times before giving up - 8 dialled through only to go unanswered).

Bear in mind, having paid, and with a delivery in the system, it's not possible to then go get something else; you have to literally go down to the store to find out what is up — fighting among the scrum of disgruntled, hungry customers, and the delivery drivers who are being told to wait 30 mins or more for timed deliveries.

This now being the second time there've been issues in just over a week; the last time, the same 2 hour delay - no pizza, only to find out my order had been cancelled, eating at 10pm, rather than 8, having ordered around 6.30pm. At least that time we were able to eventually get through by phone.

At the store tonight, it was chaos; no pizzas being prepared, pages of undelivered pizzas and far too few people who knew what they were doing (it seemed only two were competent or spoke English).

Besides that, it was honestly unsafe, for the staff and customers; 10+ workers in there, crammed in not wearing masks, another 10 customers crammed into a small box all trying to get an answer as to what the hell has gone wrong with this shop - and from 8.20pm to around 9.10pm it didn't change. I think I saw no more than 10 pizzas prepared during that time.

It's just pure greed on the part of the management; they shouldn't be taking orders when they're clearly not able to deliver on them all, and they're not able to keep their staff or customers safe.

If it wasn't for the privacy of the other customers, I'd have taken photos and sent them to the Council too — as others have said tonight in reviews, if they can't take the orders, they should turn the bookings offline; they continued to take pizza orders long after they were overwhelmed.

It took 20 minutes just to get to talk to someone when we got there. 10 mins, they said. 20 later, them having agreed to make us pizzas for takeaway, it was then delivered to our house without us knowing, while we were standing there waiting, so we then had to race home — and then the order was wrong.

Total joke of a takeaway - never seen anything like it. I wouldn't bother taking your chance; there are plenty of other, better managed places in Walton and you won't get a pizza sprayed with 10 different...

Ordered online, order accepted by the system and paid for. Kept checking the "tracker" and saw that nothing had changed. Thought it would be fine because they maybe just forgot to update it (benefit of doubt and all that). After an hour of waiting, I phoned them up and they claimed that they had no internet and that they had a blank screen in front of them. They also said my order should have cancelled after 45 minutes. So what, would 45 minutes of waiting be acceptable to find out that your order wasn't accepted and you weren't getting the food you'd paid for?! He could see I wanted my questions answered, so took my order number and pretended he would call me back 5 minutes later. An obvious trick, but I'm powerless as I can't replicate a pizza before my eyes like Captain Kirk. Luckily I have paid via Paypal, so I've put in a claim with them. But that doesn't fix it. Was really looking forward to the pizza, and ended up with toast, an hour later than I was planning to eat. I'm understanding the poor...

Usually order from Dominos but as this opened recently and is more local I thought I'd give it a go. Ordering was easy although the deals are a little confusing and delivery was quick enough, expected as it's local. Sadly I felt pretty sick the next day and was sick in the morning. As my girlfriend was pregnant at the time I contacted Papa John's customer service to inform them of my experience and concern and they seemed quite worried at the time and promised to send an independant hygiene person to make sure there were no problems at the restaurant. This was the last I heard from them so can only assume they thougth I was making it up to muddy their name, which is a real shame as if theyd followed through and confirmed there were no issues I would have tried them again. Due to the total lack of care and respect to myself and my pregnant girlfriend I cannot recommend this restaurant to anyone and would be dubious of trying it again...