Papa Johns Pizza — Restaurant in Great Britain

You are gonna get a lot of negativity bias with any review here and after reading a lot of the ones for PJ here there are not as many people praising this one as there are hate on it. In my opinion this is better then Dominoes in price and Quality, as of this post too are also the only one with a reward scheme too. I have a Dominoes like 7 minutes away from me and this Papa John's is further and I'll always get PJs now even the the longer delivery time just because they have good quality pizza and amazing deals. First time I ordered here I had gotten a surprise, I got delivered an extra pizza and side which I never ordered only to find out it was was an order which was for someone else who rejected it. Now what was basically a free cookie and Pizza was nice to reheat for the next day but yh that was just a weirdest ever order I got and I knew they wouldn't waste time sending it back to store as it would a been thrown away. Never happened again but they haven't really messed up an order like that for me. There has been one occasion where it took an hour instead of around 30mins it usually takes but that was on a day there online orders were having problems (after ringing them 1 hour after I'd ordered) and it promptly came a minute or so after I'd called. They usually call you regarding your order if the drink/s you've ordered are available to sort out a replacement so...

I placed an order at 8.18pm for 2 pizzas both with vegan cheese as my children are allergic to milk. At 9.05 our pizzas were delivered but one had normal cheese on. Our children are allergic to milk. This could have caused a major reaction. How was this able to happen?

At 9.06 I rang the store and informed them of the mistake. They apologised and said they would send another pizza out. By 9.55 we still hadnt received the pizza so I rang the store and they said it was on the way. By the time I'm writing this at 10.28 it still hasnt arrived.

I asked for it to be cancelled and refund as I have had to send my children to bed with a Bacon sandwich instead to which he told me I wasnt able to get a refund off him but would have to ring on monday. So I'm now out of pocket and havent received the pizza either

I'm really disappointed that family game and pizza night has turned into a night where I had 2 children crying as they weren't allowed to eat their pizza and another one never arrive. What a great end of half term treat that was.

Please could you let me know who I can complain to about the experience and how to get in contact with quality control about the major...

There was no communication between the restaurant and myself, I phoned to ask where my order was since they were close to closing time, no response on the phone and rang twice, if they had cancelled my order rather than accepting it then letting me wait an hour then cancelling, I could have ordered from somewhere else in the meantime. The tracking app also stayed on we are making your order, for the entire hour.

Easy fix to this problem...

Answer your phones and talk to your customers. Don't allow your website to take orders past a certain time. Don't accept orders if you do not intend to make them. If you don't accept them then I dont have to wait 3 days for a refund.

If you want better pizza's I'd reccommend Zaza Pizza, it's right next to PapaJohns and actually cares what it's customers think. Honestly I liked PapaJohns before this happened. But not answering a phone that's no doubt in the kitchen is just plain ignorance. Not to mention terrible...