Papa Johns Pizza — Restaurant in Reigate and Banstead

Used to use fairly regularly, however awful service the last couple of visits the first being the online app charging us 3 times and then upon calling the store to fix the issue, staff telling us it must have been our fault.

Our last experience however wipes the floor with that. Order a pizza with sides only to find one of the sides wrong. Called the store who told us they swapped out the side as they were out of stock. When I questioned why they hadn't called us first to ask if this was ok the staff said they don't do this. I asked for a refund of the side of the side and was told they could only offer me the value of the side of my next order. I asked to speak to the manager and was told i would be called back shortly by them.

Around 5 minutes later the store drop called me (called very briefly before hanging up, I know this as the phone was beside me). I immediately called back to be told the manager wasn't in the shop and to be offered the same money off. I advised the staff member this was against my consumer rights to which the staff member pretended to loose signal on the phone and hung up.

Quite frankly awful service and would throughly advise against using Papa John's in Horley as they're just unprofessional. Even head office took 2 weeks to reply to my complaint, which is a shame as other Papa John's stores generally make good pizza.

If your after a pizza in Horley i would suggest Pizza Hut...

Avoid!! Ordered online from here 22nd April. Received notification that it was ready to collect, so Husband went to store, but the order couldn't be found. After 15 mins of confusion among the staff, it was found, had been sitting around somewhere getting cold. When husband arrived home we opened the pizza and it was a mess and looked revolting - order was meant to be half/half garden party and the works, but the toppings were just spread everywhere, and couldn't tell which half was which. All but 3 slices (large pizza) had meat on. Husband went back to store with pizza and sides, all now cold and congealed, and requested a refund and stated reasons. Staff took pizza away and then returned same pizza with re-arranged toppings and said there was nothing wrong with it, and some toppings had 'moved around' during cutting the slices - haha yeah right, not to this extent they hadn't. We asked for a refund as by now an hour had passed since ordering and we didn't want to wait any longer, and I also simply did not want to eat there after this fiasco. Staff were difficult and rude, eventually agreed to refund by paypal but said it would take a week. Well, a week has passed but, surprise! no refund. Complaint to head office forthcoming and dispute with paypal being raised. Would never ever order from here again even if I was desperate, would rather eat my own limbs or...

Ordered in advance for a party. Delivery driver arrived almost 30 minutes after the requested delivery slot, with only 3 of the 4 pizzas we ordered. Said someone would return in 5 minutes with the remaining pizza. 1.5 hours after the requested delivery slot the party was ending so I called the Horley store, spoke to the manager and requested a refund on the pizza we hadn't received. Manager said he would speak to the delivery driver and call me back--no apology or anything. Didn't hear back again from the manager, so contacted Papa John's through their website asking for a refund. They claim to get back to people within 5 working days. Over a week later I haven't heard anything back from Papa John's (the Horley store or company), so I have requested a partial chargeback on my credit card.

Mistakes can happen, but it's on management to deal with them. Would not trust this business with my money again if this is how the act when...