Papa John's in Guildford

Ordered 2x med pizzas and 2x sides at 7:30pm and it didn’t arrive until 9pm. I know it’s Friday night but that’s madness for some conveyor belt pizzas. When they finally arrived they were stone cold and I could have banged a nail into wood with the potato tots. We called the shop and explained the situation to which the store manager explained that “as we’re so far away we should have expected it to arrive cold and that the food was prepared 12 mins before the driver arrived and is given to them fresh” however our first driver cancelled so we had to wait an hour for another to accept the order so I imagine the shop prepped the order and it sat under a heat lamp for 1 hour. The manager said he couldn’t give us a refund but instead if he writes our name and number down he’ll give us a free pizza next time. What? No. We made it clear we wanted a refund and he said he couldn’t do that for us and after asking for a complaints procedure he said he’d “message the back office for us”. He refused to give us any details to make a formal complaint, he also refused to give us a name instead saying he’s the store manager. We’ll be doing it ourselves. We just thought we’d give them a chance to make it right before doing so. Terrible service. Food awful and delivery time was unacceptable. Avoid.

Ordered a "the Cypriot" pizza. We searched and searched but not a single piece of halloumi could be found. Disappointing.

Food hot and tasty and staff very helpful would recommend to friends and family.

Order was late although in the app it said it was ready for collection so had to wait around too long for what was advertised as fast food. The app needs fixing as it seems to report incorrect order status or the store was reporting incorrect order status. Either way, not the expected expedience.

I ordered delivery pizza on a Weds eve, the pizza arrived 1 hour later cold, big spaces on the pizza with just dough and very minimal topping, this cost £17, it was not up to standard. Very disappointed

Great pizza and service, friendly worker. would recommend!

Worst pizza I’ve ever had in my life. Supposed to be thin and crispy but was thick and chewy. Edit: Thank you for getting back to me. It was order 74530909 on Saturday 27/7/24. I’ve eaten pizza everywhere - all over the world. Thinking back, I can honestly say it was the worst. Perhaps I was unlucky the first time I tried your establishment. However, a product like pizza should be consistently good. Sorry - but it was awful.

Ordered a pizza and it turned up to my door the wrong order. When I called to complain they said they will deliver it tomorrow. Tomorrow? Are you joking? I ordered a takeaway tonight after a long day being hungry. The guy was absolutely rude and didn’t have a clue what was going on. After saying I wanted my pizza tonight it didn’t come. I had to drive there and still it wasn’t there, apparently an Uber driver took it. Anyway, after all this time, and seeing the state of the place with flies all over the pizza heaters I wasn’t hungry anymore. This place is disgusting. £30 down the drain he wouldn’t even refund me. Shocking

Had a order many times always they are late when rang explaining lots excuses arrived pizza 1.25 hour kids went to sleep without food???? Good bye

Order placed canceled by papa johns with no notification?

Amazing place today 30/6/24 at 2pm a really really nice man on work shift and was very kind by giving extra sauce and was very fast at cooking my pizza !!!!! Great place

Very good pizza. Last time I went there, it was late at night and closing time and they still took my order and the pizza was ready very quickly. They were very polite and kind. I’ll be ordering again.

Great service, tasty pizza for great prices 🎉

Ordered a a few pizzas at 9:30pm. Never arrived and no one answered the phone when calling to see where the order is. Appalling service and stolen our money

Terrible place to order. Terrible service. The pizza is kind of good but not worth it to go over the trouble of ordering, and last time I had an issue where they didn't deliver it and I was told they didn't have my order in their system even though it was confirmed on my app. Now I have to waste my time going after a refund. Not to mention it's very expensive. Do not recommend ordering at this place.

Bad experience to buy on website. It's ridiculous the way of the customer service is treated. I can pay for orders any time, on official website or apps, but never I received the meals. Very upset with this store.

Bad experience to buy on website. It's ridiculous the way of the customer service is treated. I can pay for orders any time, on official website or apps, but never I received the meals. Very upset with this store.

I gave this place 5 stars before and after the order i received today that completely changed! 67 pounds worth of food, waited a hour food finally arrived which all was stone cold, sauces forgotten and both drinks forgotten! Chicken had 4 peices inside it was honestly shocking. Then was promised the missing items would be sent out im sat here again half hour later and nothing. Customer lost. Spent a week in hospital heavily pregnant unwell and bought this as a treat for my babies. Papa johns used to be our favourite but i refuse to give money to a company who don't care. They now showed up with the wrong drinks, dips and for some reason a pizza when we said on the phone the chicken poppers? So my son who is autistic and arfid now has no food after waiting a hour and a half!! To top if off they said its not on their menu? Clearly states chicken poppers on your menu, how can they not know their own menu? I will never order from here again which is a shame as it was my kids favourite, ill stick to dominos who can actually get a order right, hot and on time. The guy on the phone literally agreed with me the 2 missing drinks, dips and the chicken poppers, when i phoned and asked why i had a pizza he said thats what we said?! He couldn’t even remember a conversation we just had half hour prior nor it seemed he understood english? Please do listen to our conversation and realised you messed up. Due to all this stress i haven’t eaten anything as i refuse to eat stone cold pizza and to have a incorrect order i don’t trust it. Im now down 67 pounds and got to order from somewhere else for my son. My partner told me the delivery driver has lot some of his wages due this order when that poor bloke just delivered what he was given and he did nothing wrong. The person who answered the phone should be hold accountable not the driver! I hope the driver gets his pay he doesn’t deserve to be in trouble whatsoever! AVOID THIS PAPA JOHNS.

I love Papa Johns service! Pizza always super yummy and delicious, amazing and quick delivery home! Amazing hard workers!!

Fast, tasty and always a deal on. Go to pizza takeaway.

We got pizza for collection, the food was late, the pizza crust was so thick and the whole pizza was not cooked properly. Not worth the money.

The only pizza place I will use in Guildford. Top quality, A++

LOVE PAPA JOHNS. I always collect but its so quick like wait time of 10mins even in busy periods. Best pizza in town!

Drove 30 mins to get pizza at this location because all other locations are handle by pathetic management This location really is amazing the with the food and service

Fantastic service and great pizza ever

Ordered via the app and arrived at the store to find it had closed 4 hours before the posted closing time, is this even allowed?

Order never arrived,phone number is invalid. Did not respond for email. Rubbish customer service...................

They seems friendly and pizza where good as it can be. Many thanks

Great customer service by Udit.

New ownership - quality has gone downhill - basics like no tomato on a cheese and tomato pizza - service gone.

Delivery times have got very poor in recent months, often takes 60-90 minutes to arrive, additionally they have got my order wrong on both of my last orders. Seems to be going downhill at the moment.

Spent a small fortune on an order and didn't come with any of the dips I ordered and paid for. Phoned up and they said the driver forgot them, but they wouldn't send anyone to deliver them. Crap service. Worst hangover ever.

I am a Staff Nurse and I work with Farnham Road Mental Health Hospital, Guildford. I ordered pizza worth £43.22 that was not delivered but I received a text message that it had been when it was not. I consider this to be fraudulent and unacceptable. I work hard for my money; I was hungry and patronized your services but got disappointed. I had been warned by my colleagues not to patronise your company going by their experiences with your company. It was alleged that you take advantage of the mental health status of some of our patients, and you get them to part with their money without servicing them. This is uncalled for. I will escalate my frustrations to the regulatory authorities and to the Council if you fail to do the rightful thing by supplying me what I ordered and paid for. Check your accounts and money generated on 26/08/2023, you will see my money there. YOU DID NOT DELIVER FOOD ORDERED. Lateef Adepoju Magnolia ward Farnham Road Hospital Guildford.

Ordered a pizza at 8pm online. Watched the tracker and was advised pizza out for delivery at 8.30. (We are 10 mins away max) pizza hadn’t arrived at 9pm so called. Guy on phone couldn’t find my order- then nearly ten minutes later they found it and said they were busy and it would be with me in 10 minutes. 20 minutes later still not arrived.. chased again.. cancelled the order as told them too late as it would be cold and requested refund. In the meantime delivery guy was trying to call.. yes we live in a dark lane, but house is clearly signed outside. It was the guys first night apparently? Pizza arrived at 9.40, luke warm and soggy - we couldn’t tell this in the pitch black.. took the pizza because so hungry and too late to order anything else. Had to warm up in oven - two hours later we got to attempt to eat a poor looking and tasting pizza - left most of it and went straight in the bin - No apology - was told I would get a refund, but we will see.. will never use again and recommend you don’t either. Papa Johns If you don’t have the capacity to deliver don’t offer it as a service until you have the trained people in place. Poor on every level especially when speaking with the people at branch. Update 2 weeks later - REFUND NOT RECEIVED

This is the second time in a row we've ordered from here and they've cancelled our order with no warning or explanation. Literally don't understand what is wrong with this branch. The people were not friendly or helpful at all. It wasn't even big orders.

Twice terrible service, i.e. order being cancelled and hour after ordering, one time wasn’t even told. Other time they called, told me it was cancelled, and I asked why and they just hung up the phone. Waste of money and time ever time. Staff are awful, rude and lazy. Shame, as there’s a lot of people that would try if they had the oppurtunity

Turned up 2 hours after their delivery time. Called multiple times to be told each time that it will be 20 minutes. Food was cold by the time it turned up and the delivery driver was rude. If I could give 0 stars I would. This has happen on more then 1 occasion with the guildford branch. I have no problems at all when I order from different branches. I won't be ordering from the guildford branch ever again. 😤

I’ve given up with this place no consistency and it’s taken hours just to be delivered incorrect food that is cold. I’ve had 3 bad orders in a row and I’m now done. No good and don’t waste your time. The delivery guy is the only positive.

It had closed down but now reopened hence amending the review. Food is OK when you collect and the staff are friendly. I haven't tried delivery since it reopened, hopefully it is better than it used to be.

As always papa johns pizza taste good and is ready super fast

Awful. Squashed, cold, undercooked, 2 hrs delivery time. Jalapeño poppers inedible. Tried to recover stuff in oven but hardly any cheese on pizza so just binned it

Coworkers were rude, often yelled and abused company equipment. Did not value their staff, did not care about customer service or effective communication. Took many shortcuts to save money which damaged the quality of the ingredients. Pretty much everything going wrong that you can imagine. Walked in the door recently and everything was playing out just as I remembered it. Needless to say, do not eat here, let alone work here. I am in awe that they have not been removed or replaced after all these years, Papa John's UK must really have no standards at all.

Pizza was really lovely, I don't like the special garlic dip they sent me with the pizza but the taste of the pizza deserves all 5 stars

Nice pizzas. Delivered 10 pizzas within 30 minutes including 4 different types. good on service and quality

Over 30 mins late ,cold awful pizza worst iv tasted

Last time it was closed, I think it's a permanent closure

Just orders two xxlarge pizza, the pizza are really average but the delivery guy was really rude and disrespectful, rang our bell twice even tho we told hım that the doors were open and wake our baby and was rude to us when he handed the pizzas to us, which was unnecessary, Will not be ordering from there again

Ordered on just eat, got a delivery time, that came and went so called the shop, guy answering the phone couldn’t understand English took 10 mins to explain what I was talking about told me driver 15 mins away……. Checked back on just eat and found they changed the delivery time by 40 mins. Food was cold to touch when it finally arrived Not worth the money that was paid will not be using any Papa Johns again

Real good , service , and service , manager was real good , with his sevice

New to area and Usually got Greenwich papa johns. Over hour delivery arrives medium hot. Now wife and I feel sick. Never again!

Run by total idiots. Called them because order confirmation didn't appear. Staff hung up the call immediately. Rang again. Staff member said he couldn't confirm order as he was very busy and I should call back in an hour. I asked him to refund me so I could order elsewhere. He told me to ring back in 5 minutes so he could talk to driver. Called back after 5 minutes and asked again if order was in place and what the rough delivery time was. He simply ignored everything I said an instead answered what he wanted to hear i.e. "Okay thank you, good bye" and hung up.

Great service from chalrotre 👍 lots of pepromi on my piza thank ❤️❤️

Pizza was amazing, great customer service (very polite), will definitely come back again

Rude and lazy drivers who lie and staff who argue. £26 quid and won't bring it to my door? Never use these.

The driver was a lovely guy, very friendly and polite. Unfortunately the rest of the experience wasn’t great, the pizza arrived almost 2 hours after I ordered, cold, and with items missing. Was supposedly in the “checking and cutting stage” and “on the way” for more than an hour of that, which explains why it’s cold. I was told they had no drivers when I called about the missing items, so I understand that they may be understaffed and overworked - I know how that feels so this is no disrespect to the staff. I’m just leaving my honest experience. My past experiences with this Papa John’s have not been all positive either. Not possible to say what went wrong here, but I won’t be ordering again and I wouldn’t recommend spending your money here. Wrote this when I made the order nearly a month ago and still have not been refunded for the missing items as I was told I would be. Pretty disappointing.

Preordered a pizza for delivery at 18.00pm 18.20 no pizza - called and was told it was out for delivery . 18.45 no pizza - called again the girl who answered the phone said they only had one driver . She said she had called me - lie ? She told me I was shouting - lie ? She obviously couldn’t care - I said I wouldn’t be ordering again as always late . Her reply was “I don’t want customers like you “ Complete lack of customer service . The pizza is lovely but will use the many other pizza deliveries in town .

Absolutely shocking experience and would NEVER order from here again. Food incorrect , took over an hour for delivery and delivery stone cold. I spoke to the store manager who was an extremely rude lady who did say that they would process me a refund which never ever happened. I spoke to the head office who lied and gave me an incorrect refund number. when speaking to PayPal they confirmed that no refund was received and no answer since from the head office. PayPal refunded me in the end.

Chicken on pizza quite clearly out of date by the vile off taste, also the only reason I opted for papa John's is for the special garlic dips 0 arrived dispite ordering 4... Scumbags

Don't buy if you're hungry because you'll be starving by the time the pizza arrives. It will come cold, burnt and the staff will complain about you complaining.

Regularly poor. Never get a delivery because it’s either late, cold, doesn’t arrive or is wrong. If you pick up, it’s generally ok.

Ordered in store and picked it up. Was ready in 10 minutes. Quick service. Pizza was nice.

They dont put no cheese on my pizza. Tried calling 3 times, they dont answer their phones.

Awful will never order from here again the manager of the Guildford branch should be sacked waited over an hour for a cold pizza when asked for a refund was told he wouldent refund stay away shocking customer service

Late and cold won't order again

even though we had a mix up with our pizzas, we had the the sweetest drivers that instantly corrected the mistake. lovely blokes that we had a laugh with. 10/10 will order again just for the cheeky chappies. (I hope you lads see this you made our week)

We live the pizza from here. Very friendly staff. Fast delivery, but also easy to collect.

I've always enjoyed a papa john's. Unfortunately they often get the extra dips wrong. Which is a vital part of the pizza experience. Garlic sauce for the pizza. Pizza sauce for the garlic bread. The pizza sauce was missing tonight. When I called up I mentioned this had happened before and that's its frustrating. The responce from the person who answered the phone was. " why do you keep ordering from us then" I was shocked. I then asked to speak to the manager and his response was. I am the manager. They did send the extra dip around but I think I'll take his advice and not order from them anymore. I just can't believe how rude the guy was. I'm pretty sure the franchise would be pretty disappointed with how there brand is being represented. So today the store called after reading the review. I'm thinking that's really good of them to call to apologise for the disgusting customer service from yesterday. Boy was I wrong. I've just been told that I'm no longer welcome to orfer from the store anymore. They make a mistake. They are rude about it. Then ban me. The impression that gives. If we make a mistake tough luck. If you complain about the mistake we make a write a review about it. We will never serve you again. That folks sums them up. I urge anyone else that has had as bad as experience as I have to share it with everyone on here.

My favourite pizzaria. Best Vegan Options

If you like your pizzas hot and delivered in under 1 hour 45 mins, then I can’t recommend Papa John’s. Not good service at all.

So our house didn't even order the pizza that was delivered to our door. Assuming one of our other house mates had ordered the food we opened it and started to eat some of it. We soon realised that the pizza was delivered to the wrong address and decided to phone the restaurant to make sure the intended house would get pizza sooner, naturally assuming that due to covid risk, they wouldn't want to take the pizza back. They did, claiming that 'We don't give out free food,' when asked why we couldn't keep it. The poor confused delivery man rocked back up and we gave him what was left of the food, forgetting to give him the drink. Not 10 minutes later we get a call from the same woman asking us for our address, saying that because we did not give the drink back, the house is banned from ordering from papa john's again. No comment...

Didn’t even order anything. Was banned from the shop?!?!? Pizza was delivered to our house that we didn’t order. I thought it was my housemates so I took it inside, took a peep and ate a few slices. My housemate then said it wasn’t hers so I decided to do the right thing and call the takeaway. I explained that it had been delivered to the wrong house and they told me they were coming to pick it up. I then explained that surely you can’t do that under covid rules but they told me they were going to take it to the bin (so they could have just left it here. All they did was waste time and food). I asked why they couldn’t leave it and ELLIE said ‘we don’t give away free food’ even tho we’d done the right thing. The delivery guy-who was quite a nice dude -then turned up and said sorry about it all and left. I came inside and realised I’d forgotten to give them back the Pepsi. 5 minutes later ELLIE phoned me up again and asked for my address, telling me she was banning us from the shop for stealing their pepsi ?!?!? I said she can take it back. It’s still in tact but heyho banned for nothing. Could have just eaten the pizza and would have been a more positive outcome. We tried to help and got banned. Thanks ELLIE x

Nearly 2 hours for a pizza delivery! 👎👎👎 I am giving 1 star just because I can t give 0 .

Foods OK but seem incapable of delivering within 2 hours and then dont answer the phone to find out where it is

Dont order from here if you are hungry as it takes 2 hours to get your takeaway! Never answer the phone either

Ordered two pizzas at 19:14 at 20:42 call to ask where it was and got told it would be 20mins. After two hours at 21:14 called to ask where pizzas where told another 5 minutes. Cancelled the order then told 3-5 days for a refunds. Now having to order elsewhere disgraceful service wont ever order from Guildford Papa Johns again.

Made an order from Ellie. Guildford branch. Very rude to start with. Ordered some pizza’s from her. She didn’t listen to the my orders well. Got there and she decided to give me her own orders made. Got back to the office and listened back to the call we did for ordering it was as we told her. Very bad experience. She was not even bothered to deal with us and cut the call on me. Won’t recommend anyone to go there. Very very rude staff.

Love their vegan pizza, but, they don't deliver to my area.

Wooooooooooooooooow the best 👍 pizza 🍕 in Guildford

Ordered online, took an hour for order to be dispatched and it wasn't a busy time, order never arrived. You can see my front door from several houses away, so if they'd even got close, they'd have found us, but no such delivery. Tried to contact the branch and 10 calls later, phonelines are still not running so can't even get a refund. Absolutely terrible.

Excellent and freshly made pizza.

Order 2 pizzas, afther 1hour and 20mins wait and 2 phone calls later to find out where it was it was eventually delivered. The pizza was cold and when phoned the store to complain they advised me to make a complaint on the website even though the website tells me to ring the store. No confirmation on what to do other than complain on the review page which doesnt seem right. They did offer to send out another pizza however waiting for so long I dont think this is the best outcome and would rather I have my money back.

Delivery turned up after 1 hour, Food was cold, Delivery driver didn't follow social distancing rule, Had one of the worst local customer phone service. Pizza was cold and soggy. Pathetic customer service.

Really amazing pizza and sides when they are not too full!

Better than Domino's and Pizza Hut in Guildford. Used them as a last resort and have been pretty consistent. Pizza has always been good.

Can honestly say i have never had such bad service as i have tonight from your guildford branch. Ordered at 6.58, hour goes by nothing, another half an hour nothing. Called the branch the driver would be 10 minutes, another half an hour nothing. Called again and now they are having problems with their ovens. You have lost a customer in us tonight. Not acceptable!!

We have been waiting over two hours now for our pizza. Ordered at 7.50pm, it's now 10.12pm. I have now called twenty times to chase but no answer. Absolutely shocking- I will never use Papa Johns again and will be seeking a refund.

We ordered about £40 worth of food and it never showed up. We phoned twice, to be told it was ready, but no driver to deliver it. By then, it had been nearly 2 hours, by which point the food would have been cold anyway! The food never came and they've charged me £40!? Will I ever see a refund?

Shocking service from this outfit. Pizzas ordered at 4:35. We phoned to follow up at 5:45. Pizzas were just being delivered and would be with us in 20 minutes. Phoned again at 6:10 and was told that the pizzas were in the van and we were 2nd stop. Phoned again at 6:45. Asked repeatedly to speak to the manager who was "too busy". Pizzas eventually arrived at 7:15. Shockingly poor service. No concession offered and repeated lies. Avoid this place at all costs.

I ordered a pizza tonight, it never showed up after over an hour. I called and they said they'd get hold of the driver, never called back. Tried to ring them and no one answered, I want my money back.

One and half hours for the food to arrive, no notice from them about the delay and no explanations. Terrible service, not ordering again.

Awful awful place. Never order food from here if you a) want it to be warm b) would like it on the same evening you've ordered it c) want to talk to someone with any sense on the end of the phone. Waited 2 hours for food that turns up cold, when I phoned up to complain I was told I could wait for the food to be cooked again or I could wait 3 weeks for a refund but before the refund could be processed they want to come out and collect the food to check that it is cold. Insane. 0 stars if I could

Always good pizza. Delivery time is spot on. Staff friendly.

Awful got the wrong toppings and took longer than expected

Worst pizza company going ordered food at 6 30 called back an hour later they told me they lost my order as the computer crashed. I phoned back to chase my order and they said it would be half hour due to the delay first time. 8:35 still no pizza i called up at 8 got told he has just left broken promises and excuses avoid avoid

If you like being spoken to like a piece of dirt by a cretin who works in a pizza shop, then this is just the place for you! They got my order wrong AGAIN. Phoned to complain and was told by the arrogant twerp that I had the misfortune to talk to that it was infact me that must be wrong (it wasn't), that it wasn't their problem, and that nothing would be done to correct the issue. Do yourself a favour - order from Dominos or Pizza Hut instead. Heck, a frozen pizza from Lidl would be better than ordering from this dump. My only regret is that I can't rate it 0 stars.

Fuming. I dont even want to give it a star waited hour and half for food even when it said it was delivered after a hour. We called and they said it would be another half hour and we should gave been called, which we werent. Also when it evenutally arrived it was dripping with grease and there was a hair in the pizza. Disgusting.. tried to call and can't get through. If your busy then stop taking orders or at least keep in contact with your customers. Oh and quality check for hair next time for your other customers. Such a shame i will not be ordering from them again.

I ordered a pizza online at 7:26pm. After waiting until 9pm (with still no pizza) I called to see where it was. I was told that it was out for delivery & would be with me in a few minutes. It arrived at 10:30pm, 3 hours after ordering! From 9:30 onwards I must of called them 20 times to see what was going on, the phone was engaged, but when it did ring there was no answer - clearing dodging my calls. Needless to say I ordered a pizza from Dominos which arrived within 30 minutes & I turned away the Papa Johns pizza when it arrived, after my Dominos had already turned up & been eaten. Terrible service & untrustworthy staff. I wanted to put 0 stars, but I had to put a minimum of 1. My advice order a pizza directly from Italy, it will arrive quicker!

Absoulte disgrace !!! Placed an order at 7:55 from the guildford branch and after receiving nothing by 9:30 had to make 50 calls to get through which rang through with no answer and finally managed to get through at 10:24....... Only to find out they cancelled my order , but only after they had accepted and taken the payment from my bank , please avoid at all costs. They literally laughed at my situation giving no F*** at all down the phone

Phone this papa John, to see if they delivered where I was staying, which was only 10 minutes away. When I call and give them my postcode, they said they don't deliver where I am. I drove there just to realise they do deliver where I was staying, seems like they was too busy to give me correct information over the phone, I end up buy pizza from the shop next to them.

Excellent service... Delicous and fresh pizza!💕👏