Papa Johns Pizza — Restaurant in London

Avoid! Do not make the mistake of ordering from here. SERIOUSLY.

Our utterly disgraceful experience with this place began with a mistake on my part; I put an order in for collection by accident. We live a good 20-minute walk away, so I called to let them know I'd made a mistake and hoping to rectify this error. The first few times the line was busy so I assumed they were taking an order. When it eventually rang, the call just rang out... and rang out... and rang out. My partner then joined me in calling repeatedly. I don't even know how many times we called and got no answer, I'd say it was between 30 and 50.

SO, it was either walk all that way and back, get a train, get a bus or catch an Uber. We did the latter (and felt like utter goons for doing so) but it was the only we could get there in time to collect the pizza that I was informed by the Papa John's website would be ready in 15 minutes. It had already been at least half an hour by the time we arrived in our Uber.

I walked in, told them what had happened and, lo and behold, the pizza wasn't ready. More to the point, they hadn't even registered my order with the pizza making "chefs" (i.e. two people who clearly had no idea how to organise themselves). So I then had to wait around watching these two making the pizzas, with zero apologies from anyone who was working there - in fact, I almost felt as though they were offended at my presence and polite complaint.

While I waited for my pizza I realised that the phone was on silent, so they would never have heard mine or anyone else's calls - the only time the guy at the counter picked up the phone was when he SAW that it was ringing. Based on how often he was at the counter though, this meant that most people had zero chance of getting through. Every call he actually answered appeared to be a complaint and the repeated excuse was that two delivery drivers had been in accidents that day.

My partner and I found the whole thing amusing really, a rock 'n roll Saturday night out! Honestly, though, in those kind of situations you've got to just laugh at the tragic comedy of it all.

As we FINALLY collected our pizza, a very irate man stormed in asking if they ever answer their damn phone as he'd been waiting for almost two hours for his order. He went ballistic at the guy who refused to apologise/appease him and gave the same half-arsed excuse.

We were compensated with a 1.5 litre bottle of Pepsi Max GINGER... So perhaps there was a silver lining to this debacle (NOT!!). And we had to get an Uber home, too... in the end it cost us about £50 including travel, two hours of our evening and a few drops of dignity which we will probably never get back. We haven't touched the gross Pepsi Max drink, I had considered giving it to a homeless person but I'd imagine they'd be pretty offended by my offer of the disgusting concoction.

AVOID AVOID AVOID. What a useless waste of space run by dimwits, probably from the top...

This is my second time ordering from this place and I honestly don’t know why I bother.

After 11pm they don’t bother answering the phone at all, which I know as I’ve tried to call them ten times in the last hour and a half.

First order I placed at this chain the tracking link said it had been delivered which it had not, after an hour of trying to get through to the restaurant they finally answered and said “yeah driver couldn’t find address so returned with it”. When I asked if they could send it back out they simply said no. When I asked for a refund they said no. I said well what can you do then? to which the rude woman hung up on me. Phoned the next day to speak to a proper manager who obviously isn’t on duty at night who was a breath of fresh air. She apologised profusely for the poor service and gave me an immediate refund offer. Fast forward to today and I’m having the exact same issue. Apparently drivers are outsourced and are very known for just not bothering to fulfill deliveries, and the woman I spoke to should really not be in that job anymore and I hope she isn’t based on her swearing down the phone and bad customer service skills.

Wouldn’t recommend ordering from here at all unless you want food that disappears into thin air whilst being delivered and to be sworn at when you ask for...

Extraordinarily rude service. The online portal showed that the pizza had been delivered, but I hadn't received anything. Not a big deal, I work in a large business centre with many units. I just thought I'd call to make sure my pizza hadn't gone to one of my neighbours, or delivered to reception who aren't there today. The man who answered the phone didn't take my order number, and just started shouting down the phone to me. He wouldn't listen to me trying to tell him that I wasn't calling to complain, I just wanted to make sure it hadn't been delivered to the wrong address - remember the only information I had to go on was that the website said it had been delivered. He started shouting about an order for 30 pizzas and how it would take two hours and I was just flabbergasted. None of that is anything to do with me! If you're behind, that is fine but at least speak to me like an adult. I eventually had to shout him down to tell him i wasn't complaining and just wanted to know where the pizza is. He then said "on its way" and hung up. So, I'll definitely not order from here again....