⭐️ 1 star
Very disappointing experience with this Papa Johns, especially as I’ve had a bad experience with this store before.
My friend and I ordered a pizza for collection today. When we arrived, I saw that our pizza had been given to two completely different customers. They opened the box and handled the pizza before returning it to the shop.
I knew it was our pizza, so I immediately told the staff member. What really concerned me was that when the pizza was originally handed to those customers, there was no sticker sealing the box. I was watching what happened, and when they returned the pizza to the shop, I then saw a staff member put a sticker on the box afterwards.
So essentially, I watched our pizza leave the shop, get handed to the wrong customers, get opened and handled by them, get returned, and then have a sticker placed on the box afterwards. That is extremely concerning and made me question whether the pizza was simply being re-sealed rather than replaced with a fresh one.
I pointed this out to the staff member and explained that it was our order, but instead of apologising and taking responsibility for what had happened, I was asked, “Do you have the email?” I said I didn’t have the email with me but could show the order in the Papa Johns app. The response felt very dismissive.
I honestly don’t understand how our paid collection order was given to the wrong customers in the first place, and then after I witnessed the pizza being opened and handled, I was expected to prove that it was ours.
On top of this, the XXL pizza we ordered did not feel like an XXL at all. It seemed much closer to a large, and the slices were disappointing in size for what we paid for.
My friend and I were both extremely disappointed and decided to leave this review. Mistakes can happen, but the way this situation was handled was unacceptable. I would expect a fresh pizza to be made immediately after my order had been opened and handled by other customers, not for the box to be re-sealed and handed back to me.
I hope management looks seriously into how collection orders are being handed out and how this situation was dealt with.