Papa Pizza — Restaurant in Horsham

Disgraceful Customer Service!!!

My son ordered a Chicken Shish Kebab and Chips for delivery, it was delivered without the chips. He then phoned them and politely explained he hadn't received the chips, to which they said “you didn’t order chips, if you wanted chips then your order total would have been £15 not £13” My son said ok and hung up the phone knowing he had asked for chips but he doesn’t like confrontation. I then looked at their pricing online and decided to call them and politely ask for an explanation as to why my son had paid £13 for a single kebab when a kebab meal (what he asked for) is £11.99?! They explained the price justification to me (fair enough) but he was still rude, defensive and constantly talking over me, not allowing me to speak. He again said “he didn’t order chips” even though he wasn’t the person who took the order. I again, politely said I had heard my son ask for chips when he made the order, I got the same previous statement. Telling someone they didn’t say something when you weren’t the person they spoke to is just plain rude, to tell me I hadn’t heard something when they in fact weren’t able to hear the conversation is again, plain rude!!! A simple “sorry, we can get some chips delivered to you within the next ** minutes at a cost of £2” would have been sufficient but that is not the response we got. It is not my sons responsibility as a customer to add up his order total, that is their job, had they said his order was £15 for a Kebab and Chips he would have paid the £15. The price wasn’t mentioned until it was delivered so my son gave them what they asked for. I was then told the person who took the order would call me back, I didn’t receive a phone call!! Which ever way you look at it, it’s bad customer service. I am really disappointed with the way I was spoken to, the total lack of effort to rectify the situation and then the lack of agreed communication afterwards. I know it’s only a portion of chips but ultimately, my son and I didn’t need to be spoken to in that manner when really all we wanted was for his original order to...

UPDATE: I have given this another go as it has been taken over (so I hear). I placed an order to arrive at 5:30 . Spot on time and lovely and warm. I have always enjoyed the food, but as you can read, I had major issues with the time keeping . Much improved, and keep up the great change.

A YEAR AGO :

Im not quite sure what has happened, but the delivery service is diabolical. I placed an order for £35 to be delivered at 18:50, but the confirmation email stated 10 minutes late this now being 19:00hrs. At 17: 30, my order arrived to which I refused as we had guests coming around 19:00. The delivery guy wasn't happy about this, but I explained why I didn't want it that early. This is where it really got bad 😡..... I rang a total of 141 times chasing the food. I rang at 19:20 but actually got through at 19:21, not bad. I was told it's on its way. I chased again at 19: 40 but eventually got through at 19:54 to be told it's on its way. I rand again at 20:12 but got through at 20:15 to here he should be with you, at this time the door bell rang. A total of 141 times I rang to chase, and it was an hour and a half late. No apology, nothing.

YOU HAVE BEEN WARNED SO READ...

Thought we would give papa pizza a go on sunday fathers day, the pizza was 50 minutes late @ 9.50pm which i fully understand it would be busy on fathers day, Although a courtesy call would be nice. Regardless of this the garlic bread was absolutely rock hard, couldn't even bite into it and both pizza's were extremely overcooked to point of the base's were dark brown and toppings crispy. Anyway by the time we poured our drinks and plated the food it was now 10pm and this was closing time so would be no achievement in ringing as there would be zero chance of getting anything done. I decided i would call them monday and deal with it then, they are closed mondays so called today Tuesday at 5pm. I spoke to a lady who called her manager, all i heard was him shout in the back ground should've called earlier, i had to laugh to myself as it would've been impossible to call any earlier as they was closed. Anyway there was no effort or interest in keeping me as a new customer which i find strange but there u go. Wont be recommending this place to anyone in...