Papa Johns Pizza — Restaurant in London

Hello,

I wanted to give the feedback as I’m sure there are loads of other customers whom you’ve lost due to appalling staff behaviour in your branches. On Saturday evening I’ve ordered two pizzas from your east ham branch. One was a normal margarita and another I made my own as I have allergies to dairy so I needed one without cheese. I’ve chosen the “no cheese” option online. There were two of us making the order so I 100% know that I clicked that option. I don’t feel like poisoning myself on a regular basis so I’m very cautious of it. After an hour of waiting (although the delivery driver was absolutely lovely and polite) the pizzas came. My pizza had cheese on it. So I rang up the store as there had obviously been a misunderstanding. The gentleman who picked up said it’s my online order so I obviously made a mistake and he doesn’t want to hear about it. I can pay for another pizza but he won’t be helping me with a partial refund or another pizza. I been advised to “watch what I’m doing next time”. After he hung up on me, I was in a bit of a shock. I checked with my friend,maybe i did make a mistake but my friend comfirmed that I definitely chose the no cheese option. Then I saw your customer satisfaction guarantee and rang the store again, as I wasn’t satisfied with the product and I definitely knew that it was a mistake on the system or in store and my order just got messed up. A lady called Carmen answered. She was about 3 times as rude as the gentleman before. Telling me she really doesn’t care and that the cutomer satisfaction policy for food only works if there’s anything physically wrong with the food, eg it’s undercooked or missing ingredients. She told me if there was anything wrong with it I’d need to send her proof /photos to her personal whatsapp but she doesn’t want to hear about this case because it’s all my fault. So I read out the policy on your box again which states “love your pizza or we’ll deliver you another for free” and her exact response was “if you don’t like the pizza don’t order from us again”. I don’t think I have ever received more shocking customer service and I certainly expected better from such a well known company. After asking to speak to the manager she told me to go to customer services and that they don’t deal with customer satisfaction related stuff in store and I can’t speak to the manager. I hope no one else has to deal with the staff at East ham branch as you’ll be losing many more customers...

I ordered pizza's, sides etc online from the East Ham, London branch. I called numerous times regarding my order each time being told the driver should be there in 5 mins. I eventually lost my patience and called the store again and the manager agreed to give me a free pizza when I order next and that he had left a note on my account. So We agreed, finally when the food arrived it was cold and still not happy with the service I received. So exactly 2 weeks later I decided to ring up the store to claim my free pizza and I was told that I had 10 days to claim it (which I definitely was not informed of). So I paid for cold food which was well over an hour late and lied to by the East Ham branch. I have since stopped...

Called to order the advertised buy one get one free offer for collection, was told YES then NO shortly after for some untold reason, I was then offered other offers but chose to look for another offer online. I rang the store to speak to the lady I spoke to earlier, to let her know I've found an offer and to THANK her for going through all the offers and apologising to me. I spoke to a 'person' who was treating me like I called to insult them, continously asking why I was calling and who I was, going as far as saying "do not call this number again" very strange service from this store, you must be warned. I give it one star because of how rude they were to me, no one deserves to be treated...