Papa Johns Pizza — Restaurant in North Hertfordshire

I placed my order at 19:14. At 20:03 I phoned to find out where my order was because the tracker showed it had been delivered. I was told it would be with me in 2 to 5 minutes. At 20:18 I phoned again to find out where my order was. I was told it would be with me in 5 or 6 minutes. At 20:30 I phoned once more. After 9 minutes of being on hold, I was finally told the truth - that the driver had delivered my order to the wrong house! The branch tried telling me that it had been delivered earlier but that the customer had only just phoned (after 30-odd minutes!) to say their delivery was wrong...but one bite of the pizza I had ordered would leave most people crying from the amount of chilli on it, so I very much doubt that I had been told the truth - if you weren't expecting a fiercely hot pizza, you would have known you'd been given the wrong one from the first mouthful. Furthermore, my instructions to the driver were extremely detailed with regards to how to identify my house, so there was no way he could have gone to the wrong address unless he completely ignored the notes on the order. I was guaranteed a completely fresh order would be with me within 30 minutes. At 21:15 I phoned yet again. I was told the order would be with me very soon. At 21:17 the order finally arrived - though this was still later than the 30 minutes I had been guaranteed. I have been a regular customer of this branch for many years but tonight's experience has been the worst ever. I doubt if I will order again for a long time - certainly not until the reviews of this branch by other customers have improved...

TERRIBLE! WILL AVOID AT ALL COSTS IN FUTURE!

Ordered 2 pizzas and paid over £20 which is obviously steep anyway given how much it costs them to produce and the well known massive profit margin on dough and cheap toppings. When the pizza arrived (over an hour and a half later!!!!) they were STONE COLD. We had to heat our dinner in the oven, despite paying such an expensive price to have hot food delivered to us.

The vegan sausage was disgusting, as a side note. I do not reccomend to anyone. Yuck!

We contacted the store to address our concerns about our wait time and cold pizza. He apologised and offered a refund which we accepted.

Over a week later and after numerous emails to customer service and still no refund as promised, I'm told I'm not eligible because we didn't return the food to the store! (To undoubtedly get chucked in the bin and wasted, by the way.)

So a measly £20 to a huge business like Papa John's, and they can't offer me that, despite promising the refund and then putting me through a week's worth of so-called 'investigation.' Even a good-will gesture? But yes, of course, here is a disappointing discount code as compensation. As if I'd ever touch the business again with a barge pole!

It's been a while since I've encountered such negligence towards customer experience and without a doubt I will never order again!

Find an alternative pizza takeaway! It'll save you a whole...

Really unfortunate experience with this papa John’s! I’ve always enjoyed the food, especially as a vegetarian however, tonight I ordered a pizza with vegan sausage (knowing what it’s always looked like and how it’s advertised on the website) - I’ve attached photos for reference.

When it came, the “meat” looked and smelled completely different and from cross referencing on their website, I am 100% certain it is actually one of their meat options!!

I called to complain and did get a refund (although polite, it still took battling with the person on the phone rather than a “free pizza next time I order”.) they told me it was a new version of the meat free sausage but there is nothing across any of their branding to advise that is the case. If so, why isn’t it advertised? Even then, it’s not what I specifically ordered.

I personally think someone has made a mistake and is trying to cover it up!!

Very disappointed the mistake was made and it’s also a waste of food as it will be going in the bin!

Again, I appreciate them refunding but there was no ownership from them what so ever.

Thank god I checked before taking a bite. Unfortunately, won’t be using them again. A warning to all veggies and vegans to check their food before...