ComplaintsforPapa John's International, Inc.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is regarding an interaction on 12/13 where the manager of the store at **** * **** ****** **** refused to provide information or how to leave feedback on their service and then hung the phone up after refusing to address the issue.

  Business response

  12/14/2022

  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 like to be of further assistance; however, the customer has not listed the complaint.

   

  Thanks' and have a Great Day!

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They deliver a burnt cheese pizza. I called and the guy told me that I would have to come and get it and I told him that I could not. Then, he put me on hold for 14 minutes. I hung up and when I called right back they put me on hold again. I just want what I paid for. This is for the location in ***** ***** *** *** ******** ** *** *** ***** ***** ** ***** **********

  Business response

  12/13/2022

  Mgr states they have had multiple complaints in the past from Ms ***** in regards to her pizza being burnt.  No other customer has complaint about a burnt pizza.  The past few complaints regarding Ms. *****'s burnt pizza, they have comp the order.  The manager will document that they will comp this order as well when the customer contacts them for have it made.

   

  Thank's and have a  Great Day!

  Customer response

  12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It appalls me that you would lie and say that I have filed multiple complaints about burned pizza. I order from this location frequently(never again after today) and have NEVER called in and complained about burned pizza. I would like to see the phone records of me calling or listen to a recording of me complaining. This really shows how backwards your company is. You will not get my business anymore and I be complaining about your company and this specific location on every social media platform possible.
  
  Regards,
  
  ****** *****

  Business response

  12/15/2022

  Customer has rejected the desired outcome submitted. The desired outcome listed was to have the order remade. The store has offered to remake the order and the customer has rejected the offer.  

  Customer response

  12/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
  

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• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********* ***** ** ***** *********** ** ********** **** ***** **** ******* ***** **** *** **** **** ** ***** ******** ******* *** ****** *** ** **** *** ** ***** I ordered the pizza 2 hours in advance and scheduled delivery for 6:30 for children's party / hang out. Pizza was delivered by 6:39 as we were on the line with the store CSR who was not very willing to help us or understand our dissapointment. We requested to speak to a manager and was told that they were busy and would give us a call back, by the tone of the CSR we know not to expect an actual call back. The pizza was lukewarm, and our guests had to wait a extra 10 minutes. It was a dissapointment experience. Manager never called back. Slices of bell pepper so thickly cut they were inedible and not thoroughly cooked. Dissapointed with the standard of customer service I received this time around, we always order from that store and happily at that, knowing that the quality and the care is upheld.

  Business response

  12/13/2022

  The Manager **** *t the store location approved a refund per the customers desired outcome. The refund has been processed and will take 3-5 business days to process.

   

  Thank's and have a Great Day!.

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ***** ********* ****
  
  

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• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dispute with online order on 11/30 at 4:28pm central time. Order was for a mix and max deal, 2 pizzas, for a total of $15.50, an order of 10 in cheesesticks for $7 and garlic knots for $6, a total with tax a delivery charge was $37.23 paid by debit bank card online. When delivered the three boxes. I got 2 orders of cheesesticks, garlics knots, and buffalo wings. I called the Webb City, Mo Papa Johns and spoke with ******* who ssid the mix and max $15.50 didnt come throw even though I was charged and offered yo send copy of email or screenshot and she refused and said I had to call ************ for customer support and no option to refund me or to make the pizzas that were missing. I called the number and re ording states that you leave a message then the person for that store would be in contact...what? I spoke with store manager who gave me the number. Ugh. So tried hitting other options and was hung up on three times, not sure if it was the system or a person. Then I get a call from ************ and female took complaint but again no offer of refund only that she would let upper management know and would get nack yo me in 48 hours. Im out $15.50 with no customer service from Papa Johns toske it right. I tried to call my bank and was told i have to come in and file a fraud complaint. I Will possibly do that tomorrow if this isn't resolved quickly.

  Customer response

  12/02/2022

  I was contacted today by a manager and after I sent him all the information I had he made a way gor me to be compensated for the $15.50.
  
  Please end the complaint. I could not find where to do it online. 
  

  
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $50.00 for food that took forever to get here and then like 15 minutes after my order was supposed to be out for delivery I get a phone call saying they’re out of orange crush and that they’d be bringing me Pepsi instead.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My wife named ***** called at 632 to the location on crestway dr in converse tx. We order two papa bowls one with no onions and the other with no mushrooms and advise the agent it was an allergy to onions. She wanted extra sauce and the agent argue with her that she cant and must keep the onions up there. My wife asked to speak to a manager told the manager what happen and even told him that it was an allergy. He stated then we can do that. The female gets back on the phone with an attitude saying is that all rude. My wife ask to speak back with the male manager and he apolozies and says we can take 10 percent off for that. They said it will be an hour delivery time so our food gets here at our address at 754. We open it and it is all wrong there was mushrooms in mine and onions in my wife's. My wife calls back and ask to speak to a manager and a female answers and says she is the manager. So my wife tells her about it. All she said was i can refund it or send you another one and that will be another hour. The manager could have cared less by her tone and demeanor. So I called back and asked to speak to a manager the same person gets on the the phone and states that she is the only manager on duty. I tell her that someone is acting like a manger and she does nothing about it. No i am sorry or nothing. Did not want or try to make up it for all that has happen to us.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct. 13th at 5:31 P.M. I called Papa John's in ****** *****, *******. at ***********0. My order was taken by a young *****-******** girl that I usually speak to when I order delivery. She took my order 2 Papadias Bacon and Pepperoni with 6 Marinara. My usual order. She said the total was 31..65 . I believe this also included my 6.00 tip, but I cannot swear to that fact. I gave her my Visa debit card information she said she ran it and it was declined. I said that's weird because I have almost 70.00 dollars iny checking. She said give me the numbers again and not suspicious at all I gave her my Visa information again. She again said that didn't go through either and it was the same numbers. She asked if I had another card and I said just forget it because I wanted to find out what was up with my account. I found out what was up. Both of those totals. Exactly the same 31.65 two times was taken from my account as a purchase in Oct. 13th time 4 A.M. They aren't even open that late. Now these charges caused an overdraft of 10 dollars and some change. I had to transfer money from my savings. So to be sure the money was taken I contacted my bank and their employee said yes Papa John's had taken 63.30 out of my account with two "purchases of exactly the same amount, 31.65.!I attempted 4 separate times to speak to a Papa John's customer service representative when I finally spoke to someone she told me, "well it doesn't go through right away because it is pending fora day or two.I said, "!no, my accunt was charged the next morning. I know this becaise I spoke to my bank." She said, well we didn't charge you twice for your order!" I said, "ma'am a Papa John's employee charged my bank account 63.30 and I didnt receive any order at all!" She continued to explain to this "older lady" about banking and how it works and how it doesn't work. In any case, I called Papa John's again today and spoke to the Manager at store ****. His name was **** and he explained he can'.t help.n

  Business response

  10/18/2022

  Dear Valued Customer,

   

  Thanks for contacting us and sorry for the inconvenience you experienced.  Our goal is to provide an enhanced ordering experience and we truly appreciate your feedback.  We have forwarded your comments to the appropriate store management for further review and resolution.  Please allow 24-48 hours for further correspondence and feel free to contact the Customer Care Team at ************ if you need any further assistance and one of our team members will be happy to help.

   

  Sincerely,

  Papa John's Customer Care Team

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I filed a complaint online with papa John’s because their website had my address incorrect. I order from them at least 2-3 times a month and I lost my reward points due to ordering from ******** instead of directly through the site. My address was corrected and I was told by corporate I could receive my lost/expired points back (for a birthday cookie a pizza and breadsticks) but they said they couldn’t do it and they needed an email with proof from the manager that he couldn’t do it himself at store level. The email says: The decision is not made at the store level. Papa rewards are an online feature. We are a franchise location and have no access to your rewards. They must be redeemed by ordering through the Papa Johns app or by placing your order at papajohns.com and logging into your account. If you are ordering through a third party service because we do not deliver to your location there isn't anything we can do about that, certainly at the store level. Thank you. Have a nice day. ***** ****** General Manager

  Business response

  09/29/2022

  ********, 

  Thank you for contacting Papa John's! We want to apologize for any inconvenience that you have experienced. The store is correct; points can only be earned by placing qualifying orders through the papajohns.com website. If a third-party website is used to order, points are not earned. Birthday cookies and breadsticks offers are redeemables and are Loyalty system generated, and we do not have the access to reinstate those offers. I researched the address issue and came across four addresses and some duplicates. Can you please respond with the address you are having the problem with? Once received, I will be more than glad to research further.  

   

  Thank you! 

  ****** *

   

   

  Customer response

  10/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [the address in question  is *** * ******** *****t ***** ******** ** ***** I was specifically told my points would be reimbursed ]
  
  Regards,
  
  ******** *****

   

   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I placed an online order through the Papa John’s app online on September 16, 2022. I ordered two large pepperoni pizzas with garlic Parmesan crust, and one order of baked no sauce wings, regular cooked. I also order a bar-be-qued hot type of wings well done. Each order of wings were an 8 piece. I paid $63.00 for this order. When my order came, there was no pepperonis on either pizza. This is the second time I’ve ordered pepperoni pizza through their app and only cheese pizzas arrived. However, these pizzas came here burned crust and dried out. There was no garlic Parmesan crust on either pizza. The bbq wings were soggy and not well done. I called the store next day to complain to manager and asked to speak to one. An employee put a man in the phone who told us he was the manager. We told him about our order not being correct. He said, “this is the first time we ever had a customer complaint like this.” I told him that I wanted my money back and he laughed at me and my ********* who was also in the call. I then asked him for his name and he said, “G M” meaning General Manager. He laughed again and said call headquarters. He also said, “if you call headquarters all they’re gonna do is send you right back to me.” He laughed at us again and We hung up. Very disrespectful and rude to us.

  Business response

  09/19/2022

  Here at Papa John's we sincerely apologize for your unsatisfactory experience with store #****. Our goal is to provide not only a superior quality pizza, but also a World Class Customer Experience to our consumers at all times. Because of the nature of these issues, we are forwarding this information to the store and other appropriate parties to be addressed and resolved. Someone will contact you in 24-48 hrs or sooner, if possible. 
  Please feel free to respond back via email if you need any further assistance and one of our team members will be happy to help.

  Customer response

  10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Good morning,
  
  I would like to reopen this complaint because I never received the company response from the better business bureau until September 29, 2022 but didn’t see the email until October 4, 2022. 
  
  My ********* I and we’re treated badly after making an expensive purchase at Papa John’s. We spent $63.00 for our order and asked to speak to a manager who disrespected us terribly. 
  
  I cannot allow this complaint to go unanswered because outside of the money we spent, if it were my company, I certainly would not want any employee disrespecting my customers, especially management. Management is the first line of defense for a company. If the management handles the complaints properly and with common courtesy, the headquarters should never have to become involved. 
  
  Please reopen my complaint to allow me to see this through. 
  
  Thanks so much for any consideration you offer to me. 
  
  ****** ****
  ************
  -- 
  ****** ****
  Cell: ************
  

  
  

  ]
  
  Regards,
  
  ****** ****

• Initial Complaint

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I’ve made three attempt at making an order Online, in person & by phone! All three attempts where only to have me go around in circles & no pizza The sign clearly says open until 12:00PM I am with the employee at the store & she Said that they can’t take anymore orders in person an I would need to make my order online! That was @ 11:05PM I started making my purchase as instructed by employee @11:15 PM but the website only allowed my order for next days business as early as 11:00AM I tried to order for delivery and the employee said it’s now to late accept / take this delivery order! @11:25PM This is class of information is false marketing & it’s a more of bait & switch! Why promise the consumers something that’s not even applicable!!

  Business response

  09/19/2022

  Here at Papa John's we sincerely apologize for your unsatisfactory experience with the store. Our goal is to provide not only a superior quality pizza, but also a World Class Customer Experience to our consumers at all times. Because of the nature of these issues, we are forwarding this information to the store and appropriate parties to be addressed and resolved. Someone will contact you in 24-48 hrs or sooner, if possible. 
  Please feel free to respond back via email if you need any further assistance and one of our team members will be happy to help

*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. ↩