Papa John's Pizza in Reigate and Banstead

Tried to order some pizza last night at 23:25 when clearly the website shows the store closes at midnight, the staff member rudely refused my order saying that they're not accepting orders anymore because they supposed to leave by midnight. I just left the store and went to Domino's pizza and received the most friendly welcome and enjoyed the best pizza in town.

Order vegan pizza they send after 2 hours BUT bloody they send chicken pizza and ice cold pizza. When try to eat it was rock hard. When I called to complain he said we are very busy and when they make pizza I wasn’t there. He didn’t say sorry no apologies. He was arguing with me. You should trained you staff for customer service and did your staff done food hygiene and health and safety course. They are allowed even 1 star but I can’t review without stars.

The person who answers the phone doesn’t even speak English or has customer service skills!!!!!! After ten minutes being on the phone still has no idea what the actual order is. It’s Shame as papa Johns store been run by unprofessional bunch !!!

It's so delicious that I'll order it over and over again. There are a wide variety of toppings, and the pizza dough is moist and delicious. It's perfect for parties with family and friends, and delivery is fast, which is a plus. Moreover, there are many great sales and coupons, so you can get great value for your money! Definitely a repeat purchase!

Used to use fairly regularly, however awful service the last couple of visits the first being the online app charging us 3 times and then upon calling the store to fix the issue, staff telling us it must have been our fault. Our last experience however wipes the floor with that. Order a pizza with sides only to find one of the sides wrong. Called the store who told us they swapped out the side as they were out of stock. When I questioned why they hadn't called us first to ask if this was ok the staff said they don't do this. I asked for a refund of the side of the side and was told they could only offer me the value of the side of my next order. I asked to speak to the manager and was told i would be called back shortly by them. Around 5 minutes later the store drop called me (called very briefly before hanging up, I know this as the phone was beside me). I immediately called back to be told the manager wasn't in the shop and to be offered the same money off. I advised the staff member this was against my consumer rights to which the staff member pretended to loose signal on the phone and hung up. Quite frankly awful service and would throughly advise against using Papa John's in Horley as they're just unprofessional. Even head office took 2 weeks to reply to my complaint, which is a shame as other Papa John's stores generally make good pizza. If your after a pizza in Horley i would suggest Pizza Hut from Reigate.

I ordered through Just Eat towards the end of their closing times. It then ran through half an hour and then closed with no update, So I called to check and a Male voice who answered the phone rudely didn’t let me ask and hung up the phone. Why pick it up in the first place then? Worst customer service ever. Do not buy here. Don’t accept the order if it’s late and let a customer ask their question when they call. Simple and basic customer service would be nice.

Avoid this papa johns. Got my order completely wrong doesnt even answer the phone been calling them up and waiting. Food isnt hot. Wouldnt even even recommended them to a enemy as a joke.

This place is super frustrating, it makes good pizza just the service is unreal waited almost 2 and half hours for just 2 pizzas and to be told there system froze although the email tracking was updating although very slowly. Not impressed

Ordered in advance for a party. Delivery driver arrived almost 30 minutes after the requested delivery slot, with only 3 of the 4 pizzas we ordered. Said someone would return in 5 minutes with the remaining pizza. 1.5 hours after the requested delivery slot the party was ending so I called the Horley store, spoke to the manager and requested a refund on the pizza we hadn't received. Manager said he would speak to the delivery driver and call me back--no apology or anything. Didn't hear back again from the manager, so contacted Papa John's through their website asking for a refund. They claim to get back to people within 5 working days. Over a week later I haven't heard anything back from Papa John's (the Horley store or company), so I have requested a partial chargeback on my credit card. Mistakes can happen, but it's on management to deal with them. Would not trust this business with my money again if this is how the act when things go wrong.

Awful place. Delivered pizza to wrong address (driver couldn’t remember which one when we phoned). Then refused to refund. People in store hung up on us when we phoned to ask for refund.

Terrible service all round. Placed our order at 18:44 Saturday. Had notification that the pizza had come out of the oven at 19:34 and then had to wait until 21:09 for it to arrive. Needless to say it wasn’t hot, but it was chilled and to make matters worse, one of my guest’s meals was missing completely. The branch only offered a free replacement next time and told me to call during the week to organise a refund if I didn’t want the credit. Again there was no one of authority there when I called to have it sorted out during the week. Avoid this place if you want decent food and service

This place used to be our favourite for pizza and never had any issues but it has gone downhill. Last two orders took so long to get to us, we took a break and went elsewhere. Friday we gave them another try, but really wish we hadn’t. The web tracker stopped updating after an hour, at 1hr 40 I tried calling, couldn’t get through at first, then eventually an answer advising there was a queue of orders and ours had just left. I was going to cancel at that point but gave the benefit of doubt. At just over 2hrs we received a barely warm order. We will not be using again. Such a shame.

As a staff member who works for papa johns, I did not expect to be lied to from a member of staff. If you’re closing time is 1:30AM that means you should be required to operate until 1:30M

Terrible, waited nearly 2 hours, no update to tracker, i phoned 7 times for an update no one answered

Very bad experience on New Year’s Eve ordered a pizza with my girlfriend which we were waiting 2 hours for, only to get a call to say we had to pick it up so we did. I reasonably asked the manager if he could take off the delivery fee and £5 off the order which he had real trouble not seeing as a fair proposal so after arguing for 5 minutes he finally said he will do it only to find out we never received that refund a week later. Tried contacting the store seems like they just don’t want to know. The manager does not know what customer service is he has a disgusting attitude and he clearly doesn’t know how to handle a business. Papa johns please get rid of this man as I’m not the only one who’s had issues with him. I will not be returning to this papa johns.

Ordered early for 7pm on NYE for delivery. I understand it’s busy night but was called at 8:30pm and asked to drive myself to the shop to pick up as food can be ready in 10 minutes. I got there and still had to wait 20 more minutes for the food so didn’t get it till 9pm. I asked for the delivery fee and an extra £5 refund to cover petrol costs and just for the inconvenience. After a lot of back and forth they finally agreed and was told I would see this in my bank within a week. I have not had a refund. Called a couple of days ago and asked about it and now requesting a full refund from how poorly I was spoke to both in person and over the phone. Was told I’d get a call or email and I never have. This Papa Johns is absolutely terrible. Won’t be ordering from here again.

Given the cost of the pizzas now, I would not expect my pizza to turn up looking like it’s been dropped on the floor. Called and spoke with the store manager who was very argumentative and refused a refund and only offered a replacement. Won’t be using Papa Johns ever again. They have no customer service what so ever or care for their work, just getting money.

This place is incapable of delivering a half warm pizza. Also seems they can't deliver it in good order either. Word of advice of you call to get em to sort it out they will accuse you of lying. Terrible staff, wouldn't order food for my dog from there.

Never heard that before they don’t take orders over the phone gay over the telephone told me that they don’t take order on the phones you have to order online

Used to be good but gone downhill recently, had issues the last 2 times I have ordered from here. The first time my order still hadn't arrived after an hour and a half, rang them up and on the fifth attempt finally got a answer, was told they had no driver to deliver my order so had to cancel it. On the second occasion ordered for collection arrived to pick it up I was the only customer there, I was then ignored by the three staff members who decided to just carry on having a conversation between themselves I finally had to say "is anyone serving" for one of them to take any notice. Will be avoiding this branch from now on.

Don’t accept cash!?! Come on guys…get the basics right!

Absolutely terrible, ordered a pizza for delivery which didn’t arrive. No one at the store picking up the phone, customer service is abysmal don’t order pizza from here.

Very bad customer service the manager even hung up the phone when trying to order and put me on hold for 5 minutes to pick up the other phone to take a order would not recommend

Food is good, had it in the past no issues. Offers delivery when I order. Paid the fee then asks me to come collect my pizza.

Terrible service, waited over 2 hours for a delivery. Ended up having an omelette & cancelling the order. Apparently it takes 5 days for the money to be refunded, I bet I'll have to chase it up as well. Absolute joke of a shop. The man we spoke to on the phone, well his pants must be on fire or his name was not Nayim it was probably Jim Carey #liarliar 🤡

Ordered 2 pizzas and a large tub of ice cream to be delivered at a set time. Food was delivered over an hour late, pizza barely warm and was given 2 very small tubs of ice cream instead of the 1 large one I’d paid for. Phoned the number for the store over and over again but no answer! Awful lack of customer service!!!

If you are gluten free don't order online! Their wheat free filters don't work and they will send you a normal based pizza and you will get 0 money back and they will tell you it's your fault.

These guys are second to none. Service was exceptional, pizza was incredible and I will definitely be back!

Tried to order a pizza and the staff ended the call rudely and I could even hear the phone get slammed on other side

Hemos estado mi marido y yo comiendo y es fantástico, el pueblo es precioso y hay mucho que ver 🥰 Estamos encantados de este nuevo viaje ✨

Absolutely horrific service none helpful and rude . The experience made the food taste even worse . My hard earned money went to waste . Never going back there 🚮 .

Haven't had a meat pizza like i just had since I was last stateside. Very prompt delivery on a Friday evening, great pizza. Nothing but the garlic sauce left.. Delivery chap was good, will definitely use Papa Johns Horley again Like

I will always be a regular customer of this restaurant.. The food here is exceptional accompanied by amazing staff and good atmosphere, there's really nothing more you can ask for! Papa Johns - Thank you!

IF YOU’RE READING THIS. DO NOT ORDER FROM HERE. 6 TIMES I’VE HAD CANCELLED ORDERS, WELL BEFORE THEIR CLOSING TIME. VERY RUDE ON THE PHONE. GOOD LUCK GETTING YOUR MONEY BACK. DISGUSTING PEOPLE FROM THE DINGHY.

Fantastic pizza just what was needed arrived ontime, hot and with a happy delivery man. Cheers pj

Avoid!! Ordered online from here 22nd April. Received notification that it was ready to collect, so Husband went to store, but the order couldn't be found. After 15 mins of confusion among the staff, it was found, had been sitting around somewhere getting cold. When husband arrived home we opened the pizza and it was a mess and looked revolting - order was meant to be half/half garden party and the works, but the toppings were just spread everywhere, and couldn't tell which half was which. All but 3 slices (large pizza) had meat on. Husband went back to store with pizza and sides, all now cold and congealed, and requested a refund and stated reasons. Staff took pizza away and then returned same pizza with re-arranged toppings and said there was nothing wrong with it, and some toppings had 'moved around' during cutting the slices - haha yeah right, not to this extent they hadn't. We asked for a refund as by now an hour had passed since ordering and we didn't want to wait any longer, and I also simply did not want to eat there after this fiasco. Staff were difficult and rude, eventually agreed to refund by paypal but said it would take a week. Well, a week has passed but, surprise! no refund. Complaint to head office forthcoming and dispute with paypal being raised. Would never ever order from here again even if I was desperate, would rather eat my own limbs or die of hunger!

Ordered delivery. Food was good, I'd say just above expected quality. Delivery was fast and the driver was genuinely nice. Thanks Papa John's Horley! You made the Reigate branch look like a joke.

Waiting for ages for the App to tell us when our food was ready to collect. I went into store anyway and saw my order sitting on the shelf. They hadn't notified us that our order was ready. Nobody was in the shop, I think someone saw me on a camera or something so they came rushing out. Food itself was bad, this seems to be PapaJohns in general and not specifically this store. Pizza was dry, vegan meat tasted awful, my husband's meat pizza was dry as well. We both left half of our order. Better off going to dominos, their pizzas taste a lot better

Terrible staff and so rude with the customers I quit this place long time ago

Not great, dough was cold and not worth the money

Good pizza, deliveries always accurate and on time!

Terrible service on Friday night. We placed our order at 7pm by 8:30pm still no delivery and the pizza tracker had been stuck on 'preparing & cutting' for 45 mins. I phoned and once they finally figured out my order they said we'd have it in 15 mins. Straight after the pizza tracker updated to 'On its way'. So either our pizza had been forgotten and was sitting on the side for ages or someone was telling porkies. 30 mins later the pizza finally arrived after a 2nd call to the branch. Needless to say, the pizza was lukewarm. Even on a busy night it shouldn't take 2 hours to get a pizza delivery. At the very least they should have sent a free drink or something as way of an apology for the wait. The real kicker is they are now charging £1.99 for delivery! To wait 2 hours, no thank you. I think we'll stick with The Real Pizza Company for now on.

Like having dinner with the God's

Consistent errors and food missing. Constantly late or deny they even have your order yet still take the money from your account and then refuse to give a refund. Go with dominos. Papa johns is going way way downhill lately. 0% respect or care towards any customer.

After an hour of waiting, didn’t get my order and they simply canceled it, despite my having spoken to someone at the restaurant 15 min after placing the order to confirm the details. Poor service. Can’t say if pizza would be good or not.

£1.99 for delivery now. I bet this doesn't get to the delivery drivers but I am fuming that they now charge delivery. I'll be picking up my orders from now on Good customer service though!

PJ' in Horley has the best staff. Ultra polite and professional. My happy place

Don’t even bother. 3 times now I’ve tried ordering at 10pm (bearing in mind on Google, they’re open till 12 most nights). They take your money, you wait for AGES, call them and they have no trace of your order. Dirty robbing people. You don’t get your money back. Justice will come to that shop.

Very polite staff , delicious pizzas, never been disappointed ! Thank you 🙂👍

Ordered takeaway pizza in shop in Horley and 15 minutes later was ready, excellent taste and good value. American hot.

I walked into the Papa John's in Horley today to order a XXL stuff crusted Pepperoni pizza, Cheesy Jalapeno Bites, and a bottle of Pepsi max. Expecting to pay about £30. But I was horrifiied when the guy behind the counter attempted to charge me an extra £12 for collection. I even spent the time to show the guy, their own menu and prices, but he just wanted to talk over me and charge me £43. So I walked out and went around the corner to Domino pizza for a similar meal for just £26 and it was lovely. Thank you, Pappa John's but I will use Domino pizza in future... who don't attempt to defraud me.

Muhammed was very helpful and kind. Helped me with my pizzas to the car. Amazing.

Shocking service and left with food poisoning

Excellent service once again!!! Driver was early before kick off and the pizza was lovely and fresh! 5* stars.

Excellent service and staff is very friendly.

Delivery was great and food was hot, BUT the pizza was way too oily, it was dripping through the box!! Chicken wings need to be cooked a little more, they just a little under done. Not sure what’s happened to the original herb sauce, but the yellow one is not pleasant.

Pizza came incorrect due to an issue with the app, manager was fantastic, re-took my order down the phone and sent the correct pizza out within 20 minutes!

They close at 11:45 actually, useless

I've not ordered a pizza online in over two years and not used the Horley branch of Papa John's before (Gossips Green PJ used to be closest); ordered online, paid for by PayPal, only recieved PayPal receipt and no order confirmation email off PJ, thought I'd leave it an hour before calling, but the pizza arrived within half an hour of ordering and we're a 15 minute roadtrip from Horley! Amazingly fast, very fresh and tasty. Reminded me why I only buy takeaway pizza only once every couple of years as it's good old hearty stoge! Now got an evening of hiccups! 😂

Terrible service my pizza was cold on arrival, I used the online tracker and my pizza was out of the oven for over an hour once it arrived and was old, items from my idea were missing including the extra sauces I had paid for that I can't eat my pizza without. I told the driver and he said he would bring them back never did. I phone them up to pick up to pick back up whole order after 2 hours waiting for missing items and refund they said they would refund and collect never did either. Terrible customer service, will never use again.

please do not be fooled by 50% off by this company matter of fact they have no fixed price few weeks ago i bought large same pizza for £14:50 today same pizza was £25:00 matter of fact they if anything doubled the price they are misleading also public by saying they will give part of money to needy

Absolutely brilliant, food was amazing, staff very helpful and me and my wife would like to say thank you so much. We came to Gatwick Airport at 11pm and everything was closed. My wife is pregnant and was very hungry, we looked for takeaway and only papa John's was open. Staff were amazing and advise they will deliver for us. I wish I had their names but we wanted to pass our thanks. Brilliant job guys. Driver very hepfull as well. 5 stars guys. Thank you again

Guys thank you so much for delivering to premier inn Gatwick, the restaurant is closed and there is no where close by to get something to eat, really appreciate it thanks again

Pineapple on a pizza that shouldn’t have pineapple on. Hair found in pizza while picking out pineapple. Offered me more food and refused me a refund! Disgusted!!

Papa Johns pizza is like making love to a beautiful elegant dirty women words can not explain how it makes you well other than enjoying the moment but then feeling ashamed after then doing it again straight away we love you big papa

Very consistent and always tasty.

The staff are incredibly helpful and friendly, they never fail to impress us with their professional customer service and flexibility.

Ordered last night, I didn’t expected delivery will be done in 30 minutes in this pandemic.

Awful service from this shop. We've oreder three times and everytime it has been wrong, cold and no offer of a refund. Will never order from them again and strongly advise others don't either! If I could give 0 stars, I would.

Took advantage of the 3 x xxl pizza deal, all pizza's were full of flavour and delivered on time what more could you ask for.

Fantastic service, went in and ordered in person to eat in. Guy was super polite and helpful, let me be awkward with a really personalised pizza. Thanks so much!!

Great and fast for our hungry tummies! Pizza from Papa Johns Horley were not that bad - it was flavourful. We had the Hawaiian and Mexican pizzas. We also got a fantastic service from the staff - they even told us we can get the promo for the non-peak times. Vegetarian pizzas are also available for vegetarians.

Papa Johns Horley went literally the extra mile to get my pizza with me after being blocked into our road by a fire engine. Very good service and pizza to match

Wow! These guys really have it going on. Everything is crisp and clean and the seating area is such a brilliant addition. Great food and amazing value. Love it.

Pizza amazing and fast Small is 6 beats dominos 4 10/10 love it

Papa John's is not the place to eat if you have food allergies (especially if you are coeliac/gluten intolerant), finding the gluten free options were very difficult, if on the website at all. So I called, the employees and manager were unhelpful and uninformed. I do not believe they were qualified to make a gluten-free pizza. When we collected the pizza the gluten-free base was chewy on the inside and flaky on the outside, not to mention, I found a hair in my pizza. Overall, not impressed, unprofessional and I am waiting to see if I have a negative reaction to the pizza.

2 hour wait and still no pizza! Told too busy to discuss, shame cant give 0 stars

So glad papa John's are in horley now so I dont have to travel to Crawley now

I haven’t had a pizza this good in a long time absolutely phenomenal customer service and amazing pizza, couldn’t ask for anything better than that.

Visited on the second day after opening. The pizza was amazing and great value for money, staff were very friendly and helpful. 2 happy customers on Christmas Eve! 🍕🎄🍕🎄

They said I was the first customer. The pizza lived up to Pappa John's standards. I got their festive pizza (Christmas dinner on a pizza). I'd go for that any time...great pizza