Papa Johns Pizza — Restaurant in Worcester

Ordered pizzas for 7pm delivery for a family gathering. Ordered via the app and the latest update at 18:56 said that the pizzas were ready for delivery. Come 19:20 there was no sign of the pizzas and no change of status on the app. So i called the store and spoke to a very unhelpful man who used every excuse in the book, including:

driver stuck in traffic (at 7pm on a Saturday night) system has taken too many orders

Basically told us to be patient. I asked to speak to the manager, only to be told that the person i was speaking to was actually the manager. Explains a lot really. At this point they hung up the phone.

Another 20 mins (pizzas 45 mins late by now) past and still no pizzas. We called again and my wife called the store this time and spoke to the same person. This time they said that they would track the driver to see where he was and he knew that our order was on the way. At this point he hadn't asked my wife for her name, address,order number etc so couldn't have known what order he was talking about. He had no answer when this was put to him and was clearly just trying to pacify us. When asked about a refund, he said that refunds are not part of their policy, which im pretty sure is against the law.

Around 15 minutes after the second call the pizzas did arrive. To our surprise they were fairly hot and tasty, therefore had clearly not been out for delivery for as long as stated by the app and the manager. They must have just been running behind with orders...if they had just explained this we would have been much more understanding. A little honesty goes a long way.

This is our second order since the branch reopenes under a new franchisee, but unfortunately our second problem. First order a month ago was cold upon delivery. I shall be contacting Papa Johns head office to provide my feedback as unfortunatly complaining to the branch manager will fall...

Had the worst customer experience ever at this branch, we order before and expect a wait as the delivery is hit and miss but despite that the pizza is usually good. On this occasion when our pizza hadnt arrived after over an hour (and being fobbed off telling us it was 5 minutes away on 2 occasions) we were told it had been delivered. It had not, and we were told to "ask head office for a refund and you'll get it in 3-5 days" after accusing us of taking the pizzas. Fortunately the driver walked in so we could hear the conversation and he also told us he had delivered the pizza, I asked what the house looked like and it was obvious he had delivered to a different house on a different estate and admitted it.

The manager didn't say sorry and just said to get in touch with head office, we obviously weren't happy with that and were clearly hungry and expecting a pizza so we drove to store to get our order that we had paid for and was promised our order free, again to make up for it.

We then go to take advantage of the free order and were told we cant have it because we complained and got a refund. We didn't, as we weren't offered a refund by anyone, Head office had decided to issue a free pizza voucher but our order total was above £50+ and more than "1 free pizza" and we're offered our total order again in store.

We didn't get an apology, head office reluctantly (eventually) gave us a refund and the whole thing was handled poorly from start to finish. The manners were poor let alone the customer service, so we've decided we wont be ordering...

Just ordered my food from them directly from their website. After a while I received a call saying they don't have tater tots which is fine and I had no problem with choosing something else. Food came hour later which is still fine. I've ordered COD bungle,2 sides and a bottle of pepsi. My drink was missing from my order so had to call them to ask where is it. In the meantime I sat down to eat. My 2nd side (excluding the tots that was changed by the phone to garlic cheese slices) was not what I ordered- my original order which was piri piri poppers was changed to normal chicken. So2 items out of my original order never arrived-one was changed in my name. After a while the driver came back with my missing bottle of pepsi- telling me they don't have pepsi so I can have max or 7up-yet again my original order was not fulfilled. I spent £40 on food and Papa John's Worcester can't deliver the correct order. Next time take things as out of stock or contact customers about -all of your out of stock items not only 1. 3 items was changed from my original order... can't blame the food itself it was fine- but you can't just decide what to send to your...