Papa Johns Pizza — Restaurant in Test Valley

I ordered from here and asked for a Vegan pizza, side and drink and a little tub of dairy-free Ben and Jerry’s ice cream - remember this little tub of ice-cream, it is very important to our tale.

The order took over an hour to arrive, once it did the wrong dip was in my pizza box; pizza didn’t have the specified BBQ to having bothered ordering it (but fine I put my own on instead …) I was having an okay meal until I got to my dessert - the part I was most happy to get to … and low and behold, it is the dairy version of the ice-cream. Now this 100ml tiny tub of ice-cream wasn’t cheap it was almost £4, so I thought ok I don’t want to bother but I’m going to have to ring up.

They were originally lovely on the phone, clarified the door number and my requirements. All good, I wait for the right order to come. The delivery driver knocks on my door, and hands me the right order I thank him profusely. All is well until he asks for the original ice-cream of which I had already put out in the bin (having not been told on the phone that it was a necessity to hand back, having worked in hospitality before I know that they legally cannot resell this anyway) I say to the driver that I’ll be happy to show him the original to prove that I am not cheating them out of any product.

The driver then asks me to phone the branch back to tell them. Bit strange, I think, but I’m a nice person, so I do this. I get handed over to three different people who argue with me about this. One even outright lying and saying that I had been told to keep the ice-cream and hand it back to the driver (I had absolutely not been told this). I am now in absolute disbelief as the store manager comes onto the phone, and asks me why I would put it in the bin.

I remind him that it was THEM who got various parts of my order wrong (very important dietary requiring parts might I add) and that I cannot help the fact that the ice cream is now in the bin, it cannot be sold again so in no way should it handed back to them anyway! The store manager tells me I HAVE to now give the ice-cream I have just been given … the one I had paid for in the first place BACK to the driver. I am dumbfounded, and tell him that I cannot give him back an ice-cream that has already gone into the bin; it is not my fault nobody mentioned to me that this defrosted warm ice-cream had to be handed back; and that it is not my fault nobody gave me the correct order. I tell him that the ice cream is already with me in the house and that nigh them breaking into my house to take it back how can I help?

He then tells me to keep the ice cream and hangs up. Completely unnecessary. Had the order been edible for me I wouldn’t have even bothered ringing up to ask for a replacement in the first place. And all of this over a tiny 100ml tub of vegan ben n jerrys. Absurd.

Please find a picture of the ice cream from the bin and the correct one which was sent to me. Which I thank the delivery driver and staff for doing. The other part and customer service following and how the staff treated me was completely uncalled for. Have a bit more care for orders, clarify your policy when you speak to a customer on the phone who needs an order rectified and maybe you won’t have people having to call up in first place having to ask for their ACTUAL ORDER or leave...

We've ordered from here several times, it's just fast food.

Today we ordered and they sent the wrong drink and the wrong size ice cream.

We phoned up asking them to correct it or do a refund, they refused a refund and said we'd have to wait for several hours as they didn't have any delivery drivers available, even though they were able to send out the original items fine.

After waiting until 5:45 (we were told 5) we phoned back up and asked when they would deliver the items, they were shitty and said because it was free (used points we earned from previous items) that we should basically be grateful for what we did actually receive. After a bit of complaining they finally agreed to send the correct items.

They turned up and asked for the original drink back, we'd opened it and they never said that they'd need it back. I explained this to him and he walked off in a huff. At no point did...

So we have 4 take away pizza restaurants in Andover. Dominos, pizza hut, Papa John's and capprinnos.All I have ordered from and only 2 days would order from again. Dominos which is good but Papa John's for me wins. The reason for this is it's a bit cheaper, the sides are great ( cheese and bacon loaded potato tots for the win). The pizza it's self is great. The crust is great and the toppings I love. The Philly pizza is great although could do with more steak in my opinion. The garlic butter is not great compared the dominos garlic and herb dip which is miles better what you get with the pizza. All in all just passes dominos just about. Change your dip and add a bit more toppings and you win hands down Papa John's Andover. Also...