Papa John's in Elmbridge

I pre-ordered for 6pm. The app said it was out for delivery. I called at 6:15 and then about 15 more times. Total chaos. The pizza never arrived although the app congratulated me and told me to enjoy it. They rarely picked up the phone, couldn’t find the order, very poor English and kept sending me around the houses. In addition to making a last-minute dinner and disappointment you then spend hours *trying* to speak to them to get a refund. 15 hours later and I’m still phoning just to get my money back. Extremely poor service.

Food was cold and dry not what it looks like in the adverts or flyers. Will give this a miss next time, will try somewhere else.

Utterly useless service. Pizza decent

Avoid. You’ll wait for hours and the pizza will be cold when it arrives. They also never pick up the phone.

was sent the wrong pizza which i happened to be allergic to and was refused compensation when i called up explaining the issue explaining that i couldn't eat what i had been given on top of it not being what i had ordered.

Avoid as orders a large pizza and got 2 small pizzas not happy at all

Never bothered to deliever my food

Food never showed up and I was still charged

She arrived 15 minutes late and the driver said it wasn't his problem

Food was awful and no customer service was even offered. Delivery driver pulled up outside my house, checked his phone then turned around and drove off. I called him and he told me “I forgot your ice cream so I went to get it”. When he finally arrived, he was rude and didn’t even apologise. Food was cold, tater tots were undercooked and hardly any bacon or cheese was added. Pizza was cold and not cut properly. Ice cream was melted. Do not reccomend papa johns Walton branch.

Walton. The pizza arrived, but the bottle of Tango didn’t. When I asked the delivery driver about this he told me I hadn’t ordered this. I questioned this as it was printed on the side of the box. The delivery driver then told me they would send this the next time I ordered, although I said I would prefer a refund. The driver then told me he would deliver this later before 10pm. The bottle of tango hasn’t arrived. I’ve called and they told me that they have no record of my order, I have tried to give my address repeatedly, and they told me that I haven’t ordered from the Walton store. They have then have hung up on me instantly when I’ve asked to discuss how I can get this refunded or asked for another customer service number. I have attempted to call back and my calls are no longer being answered. Overall, I am disappointed that not only have I paid for an item that hasn’t been received, but also the poor level of customer service.

Not sure what happened tonights meal was a sham, from pizza being sliced any which way (some slices were at best an inch long....not width ways??? Definitely not as well made as normal either. Then the chicken wings half were hot and others cold.... you've been my go to pizza place for years but tonight for the first time you have disappointed me 😢😢

Worst papa johns ever. Food turns up stone cold and boxes smashed even though you’re a 2 min drive away, then they hang up on you and refuse to help other than go and pick it up. Shocking. Order dominoes.

Would not accept cash at the Walton branch! One LESS customer for papa john. One more customer for ZIO'S.. Amazing pizza here at ZIO'S. Highly recommend 👌

Honestly one of the worst papa johns i've been to, the food is okay, the service is awful, the hygiene is non existent. The man spreading the pizza dough today picked his phone up and dropped it on the floor he then continued to pick his phone up and scratch all the dirt off the screen, after he got the dirt off he then continued preparing the pizza dough without changing his gloves or washing his hands.

Seem Papa John's are trying to save by reduced toppings on the pizzas. Buyer beware. Considering the cost, I would expect much more.

Service wasnt well provided. Placed order online it shown as “Ready to collect”. Went to collect my order from the shop the staff hasnt even started to make anything at all. When asked him questions he was being really rude giving the attitude, & shout when speaking. He couldnt or didnt understand any english and been told to wait 5-10minutes. Really disappointed. Should do better.

Have visited twice during latter stages of the pandemic, to order a small pizza face to face and drop back 10 mins later to collect, as the choices seemed good and very reasonably priced. I didn't realise first time but cottoned on second time when they offered me a slightly larger version of my chosen pizza for no extra charge. Both times the pizza was cold by the time I had cycled the short distance home. They had obviously fobbed me off with someone else's order, when that customer failed to show. In my view, that should lose them their good hygiene rating, if not close them down altogether. Zero stars.

Raw chicken poppers. Greasy, sloppy pizza that they didn’t even bother to slice properly. Rude staff on phone who couldn’t understand nor speak a word of English so just hung up on me! Save your money!

Great takeaway pizza. Probably the best Papa Johns I've had.

Daylight robbery I can not believe how over priced this pizza was, I thought Dominos was bad this was ridiculous. Don't get me wrong a great tasting pizza but not worth the price paid stick with your local independent shop.

Disappointing pizza for a large £22.49 garden pizza,soggy greasy mess,first time ordering and won't again,had the texture of being cooked in a microwave.

We have just ordered 2 pizzas, 2 sides and a Pepsi max. We ordered this at 7.55pm and the app said it had been delivered at 8.46pm......... we're still sitting here with no pizzas though (how strage) I called twice and the person on the other end of the phone said it would be another 5 mins but was actually 13. And just fir good measure the food was cold! The bottlr of pepsi max was Warner. I called and was offered a pizza for collection WHAT AN ABSOLUTE JOKE. £40 for late, cold pizza!! It's a shame I can't give zero stars.

We have just ordered 2 pizzas, 2 sides and a Pepsi max. We ordered this at 7.55pm and the app said it had been delivered at 8.46pm......... we're still sitting here with no pizzas though (how strage) I called twice and the person on the other end of the phone said it would be another 5 mins but was actually 13. And just fir good measure the food was cold! The bottlr of pepsi max was Warner. I called and was offered a pizza for collection WHAT AN ABSOLUTE JOKE. £40 for late, cold pizza!! It's a shame I can't give zero stars.

Papa John's is a special occasion place for me as it's one of the very few places that gives me a huge choice as I am vegan. Tonight I had lovely cauliflower wings and was looking forward to a garden party pizza, what I wasnt expecting was a pizza full of anchovies! I tried to complain but it was over 30 minutes since my delivery so wouldn't be entertained. So disappointed in you. Never again.

Outstanding the 3 times or so we have ordered as a treat. Consistent quality and speedy delivery. 20 minutes from order to door last time. Recommend!

Sorry to say its a no stars from my husband and I. These people have contempt for their customers - if it wasnt for their customers they wouldnt have a business.

I'd give it no stars if I could. The Walton-on-Thames Papa Johns should be shut down! They've robbed us of money and laughed in our faces. Lying on the phone and apparently their system has no traces of returns. Absolutely disgusting, they know no matter what people will still buy with them so they can get away with whatever behaviour they like. I will not be ordering from this company ever again. The list goes on about how terrible this company is, to wrong orders, very long waiting time and can never get through on the phone.

Delicious pizza and delivered within time., can't complain about anything!!

My always go to place, best pizza store in the business. Eventhough the recent delivery comes a bit late due to weekends rush but the wait is totally worth it.

Based on other reviews I see this company has a major problem with customer service after waiting 90 minutes for delivery and still no sign of my food I ring up and they put the phone down on me so I call back and they try say they already came so will send again in 15 minutes which was lies then 40 to 50 minutes later food finally arrives and food itself was nice thats why 3 stars but for waiting so long for the food is bad and for this I wont order again which is ashame

Ordered large pepperoni and mushrooms, hardly any cheese, few pieces of mushrooms and only literally 8 pepperoni slices on the pizza, I won’t be using again!!

Great pizza ,nice staff !friendly store .

Good quality of the pizza, delivery in reasonable time. Cannot complain for the price really. A+

Great staff and amazing experience!

Order here almost every month or so and never had a bad experience, food is always nice and delivery is fast! Would recommend!

Give this place a wide berth! We ordered here as a treat for our son, and we were disgusted with the quality of the food. I would be generous in saying the food arrived warm, the pizzas were far from flavoursome, the potato tots with six cheese blend arrived stone cold and with little or no little cheese on. The cinnamon scrolls were revolting and made with pizza dough rather than pastry so they were very stodgy. Back to using our preferred supplier for us im afraid, dont understand how a company this large can charge so much for less than avearge pizza. Please take note of the poor reviews as it will save you the dissapointment and money in the long run and give someone like Topps Pizza the custom.

Really poor customer service , I popped in today whilst visiting the area and wanted to place an order online to collect in-store , but was adamantly told no online orders . I was also lectured that I couldn't use my Amex card or my cash ? Amex too high fees and cash not acceptable I was informed . Terrible service with a poor atitude . This is perhaps my first 1 star review ever and its a shame its papa john's as I always use other branches on my travels .

Completely rude and refused giving name as wanted to complain about his customer service he gave me

Just had a delivery and pizza was hot and delicious. Food came very quickly and staff on the phone were polite and helpful. Papa John's is ways our delivery pizza of choice.

Would give 0 stars if I could. Terrible terrible pizza place, tried calling multiple times but the person answering the phone would keep hanging up on me after saying something along the lines of 'yes we can deliver thanks bye' when I tried to request a delivery (in bad English or pretending to speak bad English). And they also marked themselves as 'closed' on the Papa Johns app, so we couldn't place an online order. So we couldn't get any pizza at all. Not that I will ever try to again, mind you. Dominos in Weybridge are far better. No idea who Papa Johns are employing to work in their stores, or why anyone would sabotage their own business like this.

Would give 0 stars if I could. Terrible terrible pizza place, tried calling multiple times but the person answering the phone would keep hanging up on me after saying something along the lines of 'yes we can deliver thanks bye' when I tried to request a delivery (in bad English or pretending to speak bad English). And they also marked themselves as 'closed' on the Papa Johns app, so we couldn't place an online order. So we couldn't get any pizza at all. Not that I will ever try to again, mind you. Dominos in Weybridge are far better. No idea who Papa Johns are employing to work in their stores, or why anyone would sabotage their own business like this.

Papa Johns gave everyone a bad night the other week. But I strongly believe that they are beginning to redeem themselves. With huge thanks to Julianne who is an absolute credit to the company.

Ordered pizza & sides. Food arrived in good time and was hot and very nice.

Dreadful. Needs shutting down. I was one of 10 people who in the space of 30 mins came in to ask why their pizza delivery was more than 2 hours late. They, like us, had been sitting at home stuck, at 9pm+, hungry, having ordered at 7pm or earlier, and couldn't get through to phones that weren't being answered (I rang a total of 20 times before giving up - 8 dialled through only to go unanswered). Bear in mind, having paid, and with a delivery in the system, it's not possible to then go get something else; you have to literally go down to the store to find out what is up — fighting among the scrum of disgruntled, hungry customers, and the delivery drivers who are being told to wait 30 mins or more for timed deliveries. This now being the second time there've been issues in just over a week; the last time, the same 2 hour delay - no pizza, only to find out my order had been cancelled, eating at 10pm, rather than 8, having ordered around 6.30pm. At least that time we were able to eventually get through by phone. At the store tonight, it was chaos; no pizzas being prepared, pages of undelivered pizzas and far too few people who knew what they were doing (it seemed only two were competent or spoke English). Besides that, it was honestly unsafe, for the staff and customers; 10+ workers in there, crammed in not wearing masks, another 10 customers crammed into a small box all trying to get an answer as to what the hell has gone wrong with this shop - and from 8.20pm to around 9.10pm it didn't change. I think I saw no more than 10 pizzas prepared during that time. It's just pure greed on the part of the management; they shouldn't be taking orders when they're clearly not able to deliver on them all, and they're not able to keep their staff or customers safe. If it wasn't for the privacy of the other customers, I'd have taken photos and sent them to the Council too — as others have said tonight in reviews, if they can't take the orders, they should turn the bookings offline; they continued to take pizza orders long after they were overwhelmed. It took 20 minutes just to get to talk to someone when we got there. 10 mins, they said. 20 later, them having agreed to make us pizzas for takeaway, it was then delivered to our house without us knowing, while we were standing there waiting, so we then had to race home — and then the order was wrong. Total joke of a takeaway - never seen anything like it. I wouldn't bother taking your chance; there are plenty of other, better managed places in Walton and you won't get a pizza sprayed with 10 different workers' spittle.

Waited 2 hours and had to go to the branch to collect. To my horror nobody was wearing masks. This is a mafia operation

Pizza never arrived. Took 3hrs to get through to them on the phone, they said that they was sending another out and that never arrived either. Awful

Customer for 5 years. Ignore the poor reviews, walton has some serious low lifes in it these days and this shop is the cheapest joint in town when offers come around. This is a decent pj's and i rate it.

Places a large last minute order with them for collection, the pizza were great, friendly service behind counter and great collection deals, highly recommend them.

The best customer service ever! They seem to have best deals too

Either the Papa John's app does not show this location the correct toppings or they ignore the order details. I have paid extra for toppings I never got 90% of the time.

The food is good as one expect from papa john. But the team of workers are none proper, not safe or Cov-19 standers is not met. Management are liars and thief’s. They say they have 50% from the government offer. But they put prices up and then give you a discount. So not just stilling from the customer , but they are stilling from every tax payer in the uk. Stop supporting those kind of people.

Ordered online, order accepted by the system and paid for. Kept checking the "tracker" and saw that nothing had changed. Thought it would be fine because they maybe just forgot to update it (benefit of doubt and all that). After an hour of waiting, I phoned them up and they claimed that they had no internet and that they had a blank screen in front of them. They also said my order should have cancelled after 45 minutes. So what, would 45 minutes of waiting be acceptable to find out that your order wasn't accepted and you weren't getting the food you'd paid for?! He could see I wanted my questions answered, so took my order number and pretended he would call me back 5 minutes later. An obvious trick, but I'm powerless as I can't replicate a pizza before my eyes like Captain Kirk. Luckily I have paid via Paypal, so I've put in a claim with them. But that doesn't fix it. Was really looking forward to the pizza, and ended up with toast, an hour later than I was planning to eat. I'm understanding the poor reviews now...

I love this store, the staff is extremely helpful and flexible especially when it comes to my gluten and lactose intolerant partner. The food is always here within the time frame we are given. Thanks a lot for your work guys, keep it up. A+++++

Amazing pizza I had ever tasted no joke amazing staff very welcoming and friendly and helpful workers and best pizza that I had ever had by papa johns

Very nice place to order I love service I always order pizza best pizza in town highly recommend

Delivery man Gary was extremely rude and aggressive. Was about about to fight me because I accused him of being 30 minutes late. Pizza is the best tho and the man working in the shop was very helpful in resolving this.

Horrendously rude staff and not particularly great pizza. Have spoken to a few people in the area who have found exactly the same thing. It is a minor miracle they are still in business.

The worst experience I ever had, arrived over 1 hour late, when called they always come with an answer will be with you in 5min and never does, the pizza topping was stuck all to the box because driver doesn’t really care I believe, very dry pizza and you got that taste from it, like it is reheated in microwave and not fresh at all, never ever ordering again from this store.

Waited an hour for delivery, when I phoned they kept saying the wrong address to me. I repeated myself multiple times. When the pizza came it was stone cold! First time delivery from here and the last!!

Came in to order 30 minutes before closing time and the guy rudely told me that they were closed. Even though they closed at 11 and the lights were still on? So I do not understand why he refused service. They should change it on the website if they plan on closing early. Quite embarrassing for a large chain of fast food stores. Will never go there again would give no stars if I could

Food took around an hour and fifteen to arrive. Repeatedly had to call the store to ask for updates on the delivery as they failed to call me back.

A hour later cold pizza, and the wrong topping £30 for 2 pizza disgusting!!! Wont be using the walton on thames branch again!!

Pretty much you're run off the mill pizza take away. Overpriced for what you get but pizza and chicken were nice.

Ordered pizza Friday at 930pm and they cancelled the order with no reason.

This Papa John's turned out to be a fantastic option for some last minute catering. With fresh pizzas and friendly staff, I recommend it highly

Pizza was ok but the order was slightly wrong. Delivery guy was very rude and one of pizzas came on some sort of metal grill that they obviously left it on. Lol! Won’t be using them again.

Very nice food well prepared and good service

Last time I have this place a chamve was some time ago.. But thought I'd give them another chance and after a few years... No better. Local independent restaurants are still far better, sorry guys but it is what it is... Pretty rubbish! Tesco own pizza is far better unfortunate but true!!

On point, fast and delicious, mouth watering and was very tidy / neat

The worst pizza Iv ever had! The base wasn’t cooked! the tomato sauce was like a cold purée and the cheese was falling off it with pepperoni being stone cold! And I collected this expecting it to be popping hot! I took it back and complained the man started being very aggressive and and argued that all pizza is like this, clearly reading these reviews I’m not in the minority. Disgusting food! Even worse staff

Pizza arrived warm/cold. Cheese wasn't melted. Wedges arrived cold. The new shape is awful. The old style wedges were better. The jalapeno peppers arrives cold as well. The BBQ wings arrived hot/warm. Ordered piri piri chicken poppers but they taste like tandoori. Had to reheat most of the food in the oven.

So the other day I ordered a large margarita pizza. And it came after one hour! I literally live 5 mins walk from papa John's and it takes one hour, really? And when I opened the pizza there was pork. I am Muslim I can't eat pork. It took me like 10 minutes to take all the pork from the pizza. The pizza was nice though. PLEASE PICK DELIVER QUICKER NEXT TIME!!!!!

Love Papa John's, but this branch is the worst I've ever experienced. Food is consistently late, missing order items, nowhere near the care and quality of other Papa John's, staff are rude on the phone, always blaming delivery drivers which are "new and unfamiliar with the area".

worst takeaway ever. this is the second time I have used this branch. 1st time we had to wait for over an hour and a half for the pizza to arrive, when it finally arrived it was cold. 2nd time was today, as eveyone is intitled to a second chance. we orderd a pizza and a bottle of 7up. guess what...... the pizza was cold!!! and no drink arrived. I called to complain and asked for the drink we orderd to be told we will have to wait 45 minutes. i said thats not good enough and asked for a refund. Ali said they dont do refunds and I will have to contact Head office. so I asked for the details to be told to Google it. ITS NOW BEEN AN HOUR and still no 7up. so my girlfreind called again and spoke to zohib (THE MANAGER) he was so rude and shouted at her saying it's not coming as we said we would contact Head office. then said it would will be another 45 mins. before he slamed the phone. I will never use this excuse of a pizza takeaway again. dump!

Repeatedly get orders wrong, very poor customer service.

So we drive to Halfway (6-7 minutes) order a large pepperoni pizza and some chicken wings, waited about 10-15 minutes, drove home (6-7 minutes) and the pizza was STONE COLD. That pizza was clearly not freshly prepared. The chicken wings were hot. Complete waste of time and money. Will not be repeating that experience.

So we drive to Halfway (6-7 minutes) order a large pepperoni pizza and some chicken wings, waited about 10-15 minutes, drove home (6-7 minutes) and the pizza was STONE COLD. That pizza was clearly not freshly prepared. The chicken wings were hot. Complete waste of time and money. Will not be repeating that experience.

50min delay on delivery. 2 calls to shop, advised food would be hot. This was not the case. Too hungry to call and reorder fresh pizza. Very poor service

initial order arrived stone cold and below standard expected from outlet. Pizza was not created to a high enough standard. no care taken, toppings sparse and lacked necessary sauce, pinches of toppings not a shaken handful. sides were cold. Pizza and sides replaced 20 minutes later. effective attempt at recovering potential lost customer but too late to make a substantial impact on customers potential view on ordering again. Star rating accords this.

I popped over to a friends & they were having pizzas takeaway. I have never had this pizza before & wow! how lovely. We had a Med Premium Hawaiian with stuff crust & came with garlic dip, but I had sour cream dip, you paid extra for the stuff crust & extra drip, Large Sausage Pepperoni "The Papa Favourite", with the same dips & stuff crust. We all shared both pizzas & both very yummy. My friend went to pick it up as we ordered via the website. It came pipping hot. Would recommend.

good Pizza takeaway tasty pizzas

We have ordered 2 large pizza and 6 portions of wings. When we opened up, it contained a bone of eaten chicken. Disgusting.... Called the store to complain but their reaction was well it's not our fault but their headquarters fault... One more thing. I asked whole portion to be replaced. No apologies whatsoever but their reaction was... have you eaten any wings.. if so we won't replace them... I told them no we have not touched any chicken so you can take them back... When a driver turned up to take them away he opens up all individual boxes to count the number of wings... before giving us the new portion.. ridiculous and never seen anything like it in my life... AVOID

The 2 times I just rang, I was greeted with the same rude staff member who could barely speak/understand English so I was constantly repeating my order. He answered the phone with a "hello" & put me on hold the first time then simply just a blunt "yes" the second time when I rang back regarding sides as he originally told me there wasn't any deals on them but after looking on the website, I saw there was (no mention of the fact they were Papa John's etc either) He said that must be online only as it's not on his leaflet (it wasn't) then proceeded to just hang up on me! Food usually pretty good though. Will probably try a different branch in future coz the Leatherhead branch that I use often when I am at work are always good in all aspects!

Terrible service, always getting the orders wrong and really bad attitude when they do, avoid this place like the plague!!!!

We always order from here. They are always quick to deliver and the food is always nice. We never have any problems with their food.

It was a long time customer of the Pizza Hut in Surbiton, and both the service and the taste of the pizza were terrible, since papa johns just loved it, I only have good comments.

Food always arrives in 1/3 the time it takes Dominos, pizza tastes fresher.

Service, quality and offers via the iPhone app are always good and the delivery is always fast and the food hot. The manager and the staff are always helpful and we now don't use any other pizza company.

pizza turned up barely warm + ordered 2 sides - dips included in price one dip turned up & when I looked at receipt they had charged me for it. this branch does not like to volunteer any offer prices or to take vouchers - always have to ask. Bearing in mind this is one of many takeaways in the area you would think value & good serviceshould be paramount.

They are always polite, the delivery quick and the pizza great.

Ordered a large quantity of pizzas for delivery to my sons party with a tricky delivery address. Haroon the manager was really helpful when I rang to book in advance and the price was brilliant with 50% discount. When I rang to check the booking on the day he knew the details before I had finished talking, giving me confidence. The delivery man was on time and rang twice on the way to make sure he was in the right place and updating me on his arrival. And the pizza was devoured by 16 hungry boys - delicious! Thank you.

Staff didn't care I got the pizza addressed to someone else and was not even the pizza I ordered. They said I'd have to drive to the store and return the pizza and said I would have to wait 45 mins for my actual order(after waiting almost an hour for the delivery). Do not use...

absolute disgrace, waited 90 minutes for our order and it turned up freezing cold. phoned after an hour, finally after 6 unanswered calls phone was answered and when i enquired as to where my order was the phone was hung up on me. do not use this restaurant if you expect what you ordered to turn up at the correct temperature and within a reasonable timeframe.

Pizza not hot and they never pick up the phone in the evening so you have no idea when it's coming!

Pedimos nuestra pizza a las 8:19 y a las 10:00 no tenía pizza. Intentamos llamar al 45 veces sin respuesta! Una vergüenza! Evitar a toda costa! Terminamos yendo allí en el final para recogerla - por que la pizza estaba frío y seco. Absoluta vergüenza. Nadie se debe dirigir un negocio como eso. Apenas cualquier personal de la tienda. ¿Qué es la franquicia jugando en!

Never again !! ordered at 19.19, called at 20.08 an put on hold for 31 minutes & 3 seconds before getting cut off !! not answering phones at all now.

Do not use..... One and a half hours later and still not here, despite 2 phone calls confirming it was on it's way!!

veo que hay muchas críticas negativas de Papa John's, que es una sorpresa. Yo sólo ir allí para el almuerzo ya que tienen una muy buena oferta. La comida es rápido, el precio es bueno y está a sólo un agradable y bien cubiertas pizza. Tampoco es muy aceitosa a diferencia de algunos otros.

Food didn't turn up after 1hr 40mins. I called about 20 times and they wouldn't pick up. Tweeted to PapaJohnsUK and they ignored me but tweeted about other stuff instead. Appalling. Avoid. Ordered from Basilo Pizza instead.