ComplaintsforPapa John's International, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a future order on July 23rd for July 31 at 1600 I got a call from the store confirming the order and I worked out to pay in cash and was then told that there sorry but they had no drivers available and the order would be 10 to 15 minutes late I told them I no longer needed the order as it was going to be late by more then 5 minutes they said fine there was a knock on my door at 1613 there was a driver who wanted to deliver I refused the delivery when I called to complain that same day the said give them time to investigate apparently the store responded and stated that in rude and understanding as they where only 5 minutes late they delivered to a hotel funny thing is they have cameras everywhere on this property and I will be more then willing to ask for the video of when the driver really showed up lying is unprofessional and not what a company should do the supervisor named ******* was unhelpful and made it clear that they side with the store not the customer the agent who transferred me to the supervisor named ****** * left me on hold for over 12 minutes if this is how papa johns treats customers it's wrong and unprofessional

  Business response

  08/14/2024

  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

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  All they stated was thanks for feedback didn't address the problem are saying anything about my issues or how they will correct the issues I have
  Sincerely,
  
  ****** ******

  Business response

  08/27/2024

  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

  08/27/2024

  
  Complaint: ********  
  I am rejecting this response because: as you can see all there doing is saying sorry but not taking any action to remedy the situation or providing information on how this situation is going to be fixed it's like this company doesn't take customers complaints serious and doesn't hold there stores responsible for problems they created and just invite there employees and company to do as they please regardless of how that out come effects customers 
  
  Sincerely,
  
  ****** ******

  Business response

  08/29/2024

  Per the desired settlement, we show the stores management team, has already reached out to the customer prior to the BBB ticket.  When the customer submitted a ticket to the store. 

   

  Case ID : **********    ******** **** * ******** **** **

   

   8/9/24, 2:14 pm
  
  Subject: Re: *** *** ********** * ***** **** ** **** *** ************************************

  Message: Please close out this case. We will not be serving this customer. I already mentioned before that the customer was extremely rude. Their order was over $100 and ******** won’t take cash deliveries over $100 we made arrangements for a driver to come in just to take their order but it was unfortunately five minutes late and customer was not understanding at all.

  Customer response

  08/29/2024

  
  Complaint: ********
  I am rejecting this response because: I I clearly stated this order was not 5 minutes late I can understand 5 minutes if it was truly five minutes late I would have taken the order without hesitation I understand that it was a large order and you helped but it was not five minutes late so stop lying and trying to cover yourself this order was delivered to a hotel called the red roof they have surveillance cameras over every inch of this property when your driver knocked on my door I looked at my phone it clearly said 1615 which is not 5 minutes late but 15 this order was placed a week in advance so you had a week to get this order ready and make sure you had a driver available to make sure this order was delivered on time or a few minutes late not 15 minutes so no the person that's rude and not understanding is this store location as they can't properly handle a advance order or have things in place to make sure that this order ran smoothly instead of having everything in order to make a smooth delivery you were scrambling last minute and the store employee who I spoke to clearly stated they had no drivers and if they got a driver then it would be 10-15 minutes late so if the store knew that how all of a sudden they state its only 5 minutes late stop acting like a child who got caught and trying to hide there mistakes and failures and man up and take responsibility for the complete failure and faults you created because you were unprepared to complete an advance order
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband informed upon pick up that he was picking up for *******. Cashier told him our order was already picked up. My husband informed them this was not possible. As this conversation is going on, another customer walks in and states that he was given the wrong order. The boxes are handed back to the worker and the worker who has now found that this was our order, hands the boxes over to my husband. An order that left the restaurant and made its way into another person’s vehicle is able to be returned to a restaurant and given to another? I thought food safety regulations mandate that any food served to a customer and returned cannot be used again or reserved due to potential health concerns. My husband at this point has noticed that there are multiple other customers upset and angry about their orders not being fulfilled and vocalizing this out loud so he didn't even argue and took the food and proceeded to pay for it. He had two hangry kids at home and the whole reason he was picking up was delivery was 1 1/2 hrs compared to the pick up of 40 minutes (we actually initially changed this order from delivery to pick after finding this info). He did not check the boxes in the store before leaving like he should have, but the nail on the coffin (on top of the above issue) is that the one pepperoni pizza that we ordered for our very picky autistic child arrived with no pepperoni at all. It was clearly marked as pepperoni on the box, but was filled with a plain cheese pizza. I was disappointed to find that quality check was obviously not done by the store or my husband.

  Business response

  08/14/2024

  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 the store location to be of further assistance.

   

  Thank you again and have a great day.

  Customer response

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Here is the information requested to proceed.   
  

  
  Restaurant:
  Papa John’s Store *********

  ********* ***** *** ********** ** ****** ************* ***** ******* ********** **********
  ******* *******

  Business response

  08/27/2024

  We apologize for any inconvenience regarding your most recent Papa John’s experience. We have added the store location to the ticket and will follow up the store location regarding the ticket. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There’s A banner with the phone number I called the number and I received a text from their number that stated your mothers ***** smells like onions from papa John’s store when i confronted the business he stated that it wasnt their number and they had no idea what i was talking about

  Business response

  08/14/2024

  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.  Please confirm the Papa John's Location, so we maybe of further assistance.

  Thank you again and have a great day.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order for a pizza and an order of chicken wings. Paid via online with my amx I needed for you to refund me in full. Because I arrived to your store on time it’s already nearly 11 PM. You made me wait at the drive-through for over 20 minutes without checking in with me and I could not get a hold of you because you left them in the front entrance. This tells me that you didn’t care about my order or myself you hire unprofessional employee work here and probably the very first job ever. Assume your owner doesn’t have any customer service or any education of handling food how did the hick your employee carry a health card or passes health classes or unless your home state doesn’t provide me. This is the worst experience I’ve ever had and you guys treated me and my family with my food disrespectfully as a visitor passing through and very hungry. You did not live up to the Papa John’s code of conduct unprofessional staffing on the evening of 7/29/2024 picking up time was approx 11pm local time. Wow what a corruption you have inside you very own store btw answer I got back to the hotel. I tried to call your store. The customer services transferred me to you directly that store and someone whoever answered it placed me on hold immediately with a papa John music in the background without checking back in with me for over five minutes I got second tire had to hang up on it so I decided to complain on you through the Better Business Bureau. If I was the owner of the Papa John, I fire all those employee who played around with my food wow another common I have for you you shouldn’t open a franchise or at the store if you don’t even know how to run a business!!!

  Business response

  08/01/2024

  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 will be contacting the store location for further assistance regarding the transation.

   

  Thank you again and have a great day.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a papadia for pick up. I just had a heart attack a few weeks ago and was riding my bike to get outside and do some exercise as the doctor recommended. I thought it would be a great idea to ride my bicycle to the Papa Johns store here in Williamsport, PA at 1100 Washington ave. I get to the Papa Johns and there isn't a bike rack for my to park my bike outside. It was getting dark and thefts have been reported at night so I wheeled the bike in. I said I was picking up my order. They asked for my name. 5 minutes later a very angry man told me to "get the bike out of the fucking store". I apologized and wheeled it out and asked why he was so angry. A woman with dark hair who worked there came outside and proceeded to yell at me as she lit up a cigarette and blew cigarette smoke on me. I said she is acting crazy and she needs to relax or the police will come as she is now disturbing the peace. She said I will not get my order. Yelled inside to cancel it. The man with the red shirt came outside and tried to intimidate me so I rode away on my bicycle. I want a refund and also the treatment I received is not the treatment any one should get when they support a business.

  Business response

  08/01/2024

  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 will be contacting the store locatino in regarding your transaction.

   

  Thank you again and have a great day.

  Customer response

  08/01/2024

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

  It is a criminal matter. I was insulted, threatened, and spit on by a member of the staff. 
  This has been referred to the Pennsylvania Attorney General and we are proceeding with a full lawsuit as well as making the country aware of how Papa John's treats its *** **** customers. 
  This will not end well for Papa John's. There has been enough hate coming from this company and time to do the work to have them shut down.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My pizza were dropped or because the were messed up upon delivery I reached out to the store after being screamed at by the driver and someone at the store I asked for a refund and was to that they had to pick the order back up for the refund I agreed, the order was never retrieved now I don’t have eiteable pizza nor my money

  Business response

  08/14/2024

  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 like to send your comments to the Owners/Operators of your local store for review, please provide us with the following information: 
  
  Papa John’s Location 
  Once we have the information, we will forward it to the management of that store. Please respond back via email and one of our team members will be happy to help. 

• 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,
  
  ****** ***** 

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• 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,
  
  ****** *******

*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. ↩