ComplaintsforPapa John's International, Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on the Papa John's app and waited for it. I noticed it was nearing the arrival time and the order was still "being prepared". I gave them a bit more time, but as it neared the final "arrive by" time, the order was still showing as "Being prepared". So, I gave them a call. They told me they were running behind and I would be notified as soon as it was out for delivery. almost a half hour after the final "Arrive by" time, i received a text saying my order was ready for pickup. I immediately called them and they told me they weren't open for deliveries. I told them that was ridiculous, the app never told me that and it even charged me a delivery fee and i tipped. he told me those charges would be reversed, and I told him that I would need a full refund because I was staying at a hotel and the whole reason I ordered Delivery was because I did not have a car to go anywhere and I was never once told it was for pick up. He said it would be refunded, but here we are, nearly a month later and I STILL have a $53.33 charge on my Credit Card for an order I never received!! I contacted corporate and all I got was an auto reply email from the manager who never answered me when I responded to the email in which he wanted us to discuss the matter.

  Business response

  07/15/2024

  Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.  We have reached out to the manager regarding the refund. The Manager Samuel has apologized for the miscommunication and offered a refund. We have refunded the transaction, and the funds should be available within 3 to 5 business days. 
  
  Thanks, and have a Great Day!

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Let me make it clear that this complaint is not against the employees or the pizza. In fact, the employees are always nice and the pizza is always excellent. Please give them a standing ovation for being awesome at this location. My only gripe is the peppers. The last couple of times I’ve ordered pizza at this location, I’ve received peppers that are dry and not juicy as they should be. If someone could please address this one issue and make sure there are plenty of fresh, juicy peppers at this location, this would be wonderful and I would really appreciate it. And again, I love the pizza and the service at this location, so this will be the one I choose to go to whenever I order. Thank you.

  Business response

  07/15/2024

  Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.  

   

  Thank you again and have a great day.

  Customer response

  07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They send out my pizza for delivery thur a driver with out any seals or tape on my food

  Customer response

  05/28/2024

  The address is **** * ** ** * LauderdaleLake Fl

  Business response

  07/01/2024

  Complaint was assigned to wrong location, representative for BBB explained they were going to reassign complaint to the proper location 

  Business response

  07/15/2024

  We have not been able to locate an order at store **** * ** ** * ************** **, with neither the name nor phone number listed in this complaint.  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order today via papa John’s main website. I was given an estimate of 54 minutes initially. It is now 2:34pm. An hour a half after placing the order. I called to get a status update because according to THEIR tracker, ******** has a driver waiting there for me. The guy who answered, ****** said they contracted with door dash and they could not get a driver. However, their app is showing something different. Also, the delivery driver who finally showed up after 2 hours stated their over was broken. So which is it?

  Business response

  06/26/2024

  Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.  We show on 6/22/24, the store management team responded to the complaint submitted to the store offering a credit on a future order.
  
  Thank you again and have a great day.

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I reached back out to ****** the GM that sent that response. I was not offered a refund, simply a credit. Also, I called the store yesterday to take advantage of the credit and the store was CLOSED during regular business hours. When I spoke to PapaJohns corporate, I was told they didn't know why the store was closed. I asked for a refund from the rep and she repeated that I had a credit. At this point, I don't want a credit. I've had far too many issues with papa johns and just want a refund at this point. I will not be using papa johns in the future. If a refund is not provided, I will be doing a dispute with PayPal to get a refund.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Papa Johns has consistently made it unsure and unsecure feeling regarding submitting feedback. The agent I spoke to on the "papa chat" today, June 19th 2024, was one of the worst agents with passive aggressive remarks and ending the chat once I requested a supervisor to contact. This agent did not handle my concern well and my issue with the chain continues due to incompetence and aggressive agents like the one interacted with today. I would like to be compensated for my experience with the pizza quality at the W Broadway location due to poor quality of the half and half pizza and I would like these chat agents held accountable and more review of these chats to ensure this does not continue as it has for a long time.

  Business response

  06/21/2024

  Thank you for taking the time to provide us with your feedback.  Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.  
  We would need the store location and the information from the order to be of further assistance.

  Thanks' and have a Great Day!

  Customer response

  06/21/2024

   
  Complaint: ********
  
  I am rejecting this response because: the store is from W Broadway in Louisville but the issue is also surrounding the lack of awareness and rudeness of the chat agents. I would like compensation for this wasted pizza
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I file a complaint to Papa Johns via email in April. I received a response from ********* on April 17th apologizing for the quality of my food and specifically stating that he would refund the entire amount back to my card. Upon checking my statement, I see that that was a lie. I never received a refund back to my card.

  Business response

  07/09/2024

  Thank you for the feedback. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.  We have confirmed with the Manager that the order was supposed to have been refunded. The transaction has now been refunded and the funds should be available within 3 to 5 business days.
  
  Thank you again and have a great day.

  Customer response

  07/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently ordered a pizza, I asked for LIGHT cheese and EXTRA sauce, the pizza CAME WITH LOTS OF CHEESE and little sauce! I called the pizza place to get a refund, I was put on hold for almost 15 min and the guy didn’t seem to care! I asked for a refund and he said he would give me a 20 percent off my next order. I told him that I would not pay for this pizza and he begrudgingly put me on hold and came back saying “il give you a refund this time, I was trying to find out if the pizza didn’t come with extra sauce or not but I’ll do it this time”, ok he sounded angry at me and I don’t know if he really did give me the refund. I don’t want to visit this store anymore after this! I was respectful and they could’ve cared less! Plus he’s saying he would give me the refund like he was doing me a favor! No, if you get the order wrong you FIX IT. I tried to submit feedback about this restaurant online but the store locator on your website wasn’t working, it couldn’t find the place! The order number was ***********

  Business response

  06/26/2024

  Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.   We show the transaction was refunded on 6/21/24. 

  Thank you again and have a great day.

  Customer response

  06/27/2024

   
  Complaint: ********
  I am rejecting this response because:your company did nothing to help me meet resolution.
  You only sent me a message after I myself continued to call the business and continue to advocate on my own behalf. You were in short worthless. You have done nothing to win my trust and I now in fact see how much you could care less about your customer base. I’m going to tell everyone I see to stay far away from you. You don’t even care to try and make this right by me. This was a HORRIBLE experience. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Myself and my girlfriend ordered our pizza on 6/5/2024 around 10 PM. We went down to the lobby of our hotel after giving Papa John's the exact address that takes you to the entrance of the hotel where I was waiting with my girlfriend as we watched for the delivery driver as we tracked our order. Papa John's was supposed to deliver the pizza and have our food to us in a timely manner. They were ahead of schedule, showed up, and didn't deliver the pizza. They turned back around after we had seen their vehicle in the parking lot of the hotel (later confirmed when we called multiple stores to figure out which Papa John's we got the order from because there was never any cancellation sent out and had to drive to Papa John's to get the pizza we ordered for delivery). We finally figured out which store it was that had our pizza and called several times to which they didn't respond. After an hour of waiting my girlfriend went out to confront the store in person. They told her that she had not called and their lines showed that her phone was disconnected; however, when I called later and spoke to the manager, ***** ********* she confirmed that she didn't cancel the order and didn't communicate with her staff as to why the customer (us) didn't get the pizza until the driver got back... They never reached out or confirmed that they were going to deliver our pizza. This is stealing plain and simple. I looked at the reviews online and it seems as though I am not the only one who has had to deal with hour-and-a-half-long waits only to have to confront the store in person to get the food they were promised would be delivered, The manager, openly admitted that she wasn't communicating with her staff throughout the shift because she was "doing manager things on her computer in her office". I told her that the way she handled the situation was completely unprofessional and didn't offer any compensation until I mentioned reporting the business to the BBB. We ate cold pizza at 12:05 am

  Business response

  06/07/2024

  Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.  We need more details regarding the store location.  The screenshot only shows the date and order.  We would need the order number or email address of the order. 

  Thank you again and have a great day.

  Customer response

  06/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The person I was with has the information you are asking for (order number and email). I have since ended communication with them. Unfortunately for them they will not get the benefit of the refund for their order. I did this on their behalf, and my own, being subjected to poor treatment and bad pizza. However the primarily result I was looking for was consequences for the manager who objectively has treated multiple customers this way and continues to do it without repercussions. I love pizza… and I hate to see someone who I assume hates their job take it out on Papa John’s customers making their pizza experience unenjoyable. It’s Papa John’s… it’s pizza… it’s people… be kind and everyone ends up happy. That’s all I ask is that this manager learns in someway that there should be consequences to her mistreatment of customers.

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order a medium peperoni pizza and a chocolate chip cookie on May 11 through their app. Once I picked up my order I was told they were sold out of the chocolate chip cookie. I was supposed to be issued a refund but that never happened. I have been dealing with there customer service reps and they can't seem to get it resolved. I was informed the store gave me a store credit but when I try to use it on May 26th the store employees had no clue how to even look and apply the credit. It shouldn't be this difficult to get a refund. This is very poor customer service. So I want a refund back to the original payment method from order on May 11. My order number is ********** 

  Business response

  05/30/2024

  Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers.  The manager on duty ******** has entered a complimentary pizza and cookie for you at the store location.

  Thank you again and have a great day.

  Customer response

  06/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ***** It's shouldn't be this difficult to get something like this resolved.

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Papa johns ran a confusing promotion with avid deals where they would sell $15 for $30 for locations 5 minutes away from one another. I ended up paying for a $15 coupon i couldnt use because I didnt read the fine print where it said it was for one specific location. Both locations were running the smae offer just under different promo codes. that encouraged me to pay full price and I ended up paying another $33 instead of even using papa johns deals. Overall I spent $48 when I expected to spend a little over $15. This deal is intentionally confusing in order to trick people in to ordering high priced food. They did jot even offer to just transfer the order 5 minutes down the road.

  Business response

  05/29/2024

  Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers. We would need to know the code and the participating location to review the stores local promotion for this offer.  However, since a valid cash order was submitted to the store, ultimately the upper management would have discretion regarding the transaction.

  
  Thanks, and have a Great Day!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩