Papa Johns Pizza — Restaurant in England

Official Review – Unacceptable Service and Negligence

I placed a simple, clearly communicated order with Papa John’s: one “Pizza The Works” half with jalapeños and half without, and one standard pepperoni pizza—an item I have reliably ordered for years. What I received, however, was a complete and unacceptable failure: one pizza contained only cheese and tomato with partial jalapeños, and the other was “The Works” with added pepperoni.

Upon calling to resolve this issue, the customer service representative—whose command of English was poor—responded with unprofessional rudeness. He insisted, without evidence, that the order had been repeated correctly twice and offered no solution or remedy. My family, present during the call, confirmed the original order, yet the representative refused to acknowledge any error, displaying blatant negligence and an alarming lack of accountability.

This experience demonstrates a systemic failure in operational accuracy, customer service standards, and basic professional courtesy. It is unacceptable for a company of this scale to dismiss clearly verifiable mistakes while treating customers with outright hostility. I expect immediate corrective action and reassessment of staff training protocols to prevent future...

Ordered after they reopened, tracked on the online tracker, which showed my orders progress and then showed it had been delivered at around 30 minutes after ordering but it hadn't arrived, waited a further 10 minutes and then called the store to check it's location, the girl on the phone needs to learn how to use a phone, twice she screamed "I'm on the phone" to someone without moving the phone away so she was just screaming in my ear about being on the phone. She said it was out for delivery and the online tracker must be wrong. Another 30 minutes went by and the pizza finally showed up, luke warm and no apology for the delay. I called the store back to complain, was transferred on to the manager who appeared to blame the store being "slammed" and my address being a bit too far for them to deliver to and they were looking at if they can continue to deliver to Rothwell or Mawsley. I tried to explain that we had ordered many times in the past and had always had food arrive quickly and hot. He refused to give any refund and would only offer free side on my next order. I tried repeatedly to explain that I wouldn't be ordering again as my order was cold. He didn't really seem to want to listen to me or take on board my...

They had no record of the order I have a confirmation for, so hadn’t delivered after 90mins. Called and was told it was my problem and I must have ordered from another store - was told my order number was of no use to them.

Rude manager then left the phone on the counter while taking another order then calling a customer in store a “b**” and telling him to “f off”,twice.

Finally he agreed to send my order “for free”. It’s not free, I paid for it.

Half an hour later someone arrived demanding to see my order. I showed it to him. He said they had no record of it.

He had the order in the car, he manager had agreed to send the order, I’d shown him the order - but now the manager wanted to mess us about more.

Only when I threatened to phone for the police did he hand over our pizzas - telling us they’d never deliver to us again. Like we’d ever order from this bunch of rude and inept...