Papa Johns Pizza — Restaurant in West Suffolk

I recently placed an order with Papa John’s through Uber Eats, excited for some food. Unfortunately, the delivery experience didn’t go quite as planned. My order took over two hours to arrive, which was much longer than expected.

Since I ordered through Uber Eats, there wasn’t a tracking option, so I had no real way of knowing when the order would actually show up. I tried calling the listed number about 7 times to get a status update or possibly cancel, but I couldn’t reach anyone. This was a bit confusing, as the number matched the one listed on Papa John’s website, so I wasn’t sure if it was out of date or just very busy.

Eventually, I ordered from a different restaurant, which delivered promptly. By the time the Papa John’s delivery finally arrived, I had already finished my meal. The courier was very polite and understanding, and I felt bad for him, considering the long drive he had to make to deliver the order so late.

After looking into it, I realized that other customers have faced similar issues with delivery delays and communication challenges when ordering from Papa John’s through third-party apps. I hope Papa John’s can consider improving communication for these types of orders, whether by offering an estimated time update or adding contact methods that work reliably. This would definitely make me feel more confident about ordering from them...

Edit to add: I replied to their response below as requested and never heard anything back from them. Nor did I ever receive my refund. So again.. they will take your money and not deliver your order and their corporate office is a joke and can’t be bothered to follow up.

DON’T WASTE YOU’RE MONEY. GO SOMEWHERE ELSE.

Horrible service, shady practices.

Called the restaurant when my food was not delivered after 30+ minutes. Even though it said it was. Was told by the person on the phone that “we only have 2 delivery drivers. Can you just come collect it? We’ll give you a free..” and never said what. Not that I care because if I wanted anything else additional to my order I would ordered it and no? I PAID A DELIVERY FEE to have my food delivered because I CAN’T come collect it. I also don’t want to collect food that’s just been SITTING THERE for over 30 minutes and is going to be disgusting by the time I get it home and eat it. If the manager is aware there are only 2 deliver drivers and they are busy perhaps the manager should have staff members called delivery customers to let them know of the delay; but for obvious reasons they wouldn’t do that. Was given a second option of a refund and told the person that is what I wanted and was told it would be within 3-4 business days. I’m not expecting it to actually be refunded and nothing has appeared in my bank...

I have ordered from papa john’s in mildenhall, UK for awhile now. I usually have no issues with them. My house is sometime hard to find but, the driver never called me to try and locate my house and the store called me on behalf of the driver telling me that he couldn’t get into the gate. The driver was trying to get onto a military instillation so I knew he was in the wrong place. I live next to one, not on one. I told the lady that I’ve ordered many times before because I do love papa johns pizza and have never had a problem with getting my food delivered so she said it’s on the way and hung up on me. So I waited an hour longer after the hour wait for my food and then decided to call the store. The store told me that they had no drivers left to deliver my food at first and said they’d give me a full refund. I told the lady that I didn’t want a refund I wanted the food I ordered. I don’t currently have a working car so I couldn’t pick up my order myself either. She apologized again and put me on hold to find a driver. She eventually found a driver and told me they were remaking my food so it was hot when it got to me. I’ve never had this bad of customer service with this papa johns before. The food is always good but it’s been 2hrs and 30mins and I still don’t have the order I placed and I only live...