Complaints

This profile includes complaints for Papa John's International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Papa John's International, Inc. has 28 locations, listed below.

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• 

  Papa John's

  2002 Papa John's Blvd. Louisville, KY 40299-3393

• 

  Papa John's

  PO Box 99900 Louisville, KY 40269-0900

• 

  Papa John's International, Inc.

  4315 McMasters Ave Hannibal, MO 63401

• 

  Papa John's International, Inc.

  480 Peoples Plaza Bear, DE 19702

• 

  Papa John's International, Inc.

  203 W. Lincoln Highway DeKalb, IL 60115-3611

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered food it was never delivered I was promised a refund I was never issued a refund I contacted the store they said that they never issued a refund and I need to contact my bank now but my bank will not refund me because the store is the one who never delivered the food I want my money back. The total was $30.61

  Business Response

  Date: 07/17/2023

  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 General Manager *** to get this resolved.  *** states the instore order does not reflect wings and we have informed him the online order reflects hot lemon pepper wings and the customer was charged for the wings.  *** states he would contact *** ***** to get this resolved.

   

  Thank you again and have a great day.

  Customer Answer

  Date: 07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: I already spoke to a manager they said they were going to refund me back in March here it is July going on August and I called them last week they said that I have to call my bank so I would like a full refund and I would like credits for being over 3 months and I still have not received my refund and when I spoke to somebody the day I filed the complaint the boy in the store said that they do have a refund that was supposed to be issued but they see it was never issued and they don't know why so I would like my full refund
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/27/2023

  We have been unsuccessful getting this resolve with the store manager.  However. below I have Papa John's Gift Card for $20

  Amount - *******************

  PIn - ****

  amount - $20 

   

  Thanks and have a Great Day!

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pizza from the shop located at 16d E Golf Rd Ste D, Schaumburg, IL 60173. I purchased a pizza that took over 2 hrs to even be marked out for delivery. After that, the order was marked as completed, even though I never got the pizza. I have been trying to get a refund for services not rendered and while they continue to tell me they are, I have yet to see a refund. This Papa John's has a history of doing this I have noticed from the reviews.

  Business Response

  Date: 07/07/2023

  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 show the store processed a refund for this order on 7/3/23, which was the desired outcome.  
  
  Thank you again and have a great day.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on june 18,2023 i order 2 pizzas from papa johns here is my order number ********** i waited until 40 mins after placeing my order i called store the manager told me that the driver should be at my home any min i told the manager i wanted my money back because i saw on tracker that the driver went past my home 10 mins away and i dont want a cold pizza at that time the driver pulled up in my driveway 45 mins after i placed my order i knew the pizza might be luke warm but not hot so i ask for my money back i told the driver to take pizzas back i did not want them the manager hung up on me so i filled out the feed back form anf this was what i got. ***** ***, Jun 18, 5:52?PM (14 hours ago) to me Hello, I am sorry for your inconvience of ordering at a different pizza place. We have the pizzas in a heat bag in the back seat of the cars so they will not be cold in 40 minutes. Our normal delivery time is 30-45 minutes and we make sure to deliver them hot and fresh. ***** ***** Papajohns not one word about giving me my money back i never took pizzas and i have yet to get my back my money. i really do love papa jphns but i will never order from them again no one wants to pay for cold pizzas so i told the driver to take them back i should get my money back but i did not and yes i had to order from pizza hut i dont like pizza hut

  Business Response

  Date: 06/30/2023

  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 desired outcome was for a refund.  We show the store cancelled the transaction on the same day, therefore the transaction never settled.

   

  Thus, no charge was processed for the order.

  Customer Answer

  Date: 06/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: it might have been cancelled on the same day but it take me 7 days to get my money back and it is very sad i will never order from papa johns again i did get my money back and thank you
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/11/2023

  I’m sorry, I don’t have a full understanding of the rejection as it relates to your desired settlement. This was a pending hold and not a refund.  We show the transaction never settled.  Depending upon your financial institutions policy determines the hold of the funds.  Financial institutions have different timeframes for pending holds.  Majority of banks pending holds are reversed immediately, or within 24 hours.  Some maybe 3 business days. Any pending transactions held longer than 3 business days would be a prepaid card which could be 7 business days and even up to 30 days.  

• Initial Complaint

  Date:06/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The mountaineer 304 deal is a rip off. It states one large 4 topping at regular menu price and a second medium 1 topping for 3.04. It was charging me 30 dollars for the one large 4 topping alone. That is not regular menu price! I put in a large pizza with 4 toppings to see the total with it by itself and it was 21 and some change. So the deal in total should be like 26 dollars after tax. Not almost 40 dollars!

  Business Response

  Date: 06/30/2023

  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 stores management team to have the online coupon corrected.

   

  Thank you again and have a great day.

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pizzas 3/14/23 I received them one was fine the other was burnt. I tried calling that day but never got thru so I went online and filed a complaint. Never heard from anyone -- filed another email complaint- still never heard from anyone. I then called - they said someone would get back to me -- NOPE NADA. I called again 4/17 and 5/4/23 they said the same thing 24-48 hours but still nothing. So I sent a letter to Papa Johns ** *** ***** ********** ** ********** AND I STILL HAVE NOT RECEIVED ANY CONTACT AT ALL.

  Business Response

  Date: 06/14/2023

  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.  Below are two complimentary Online Only Large Pizza Codes. 

   

  Thank you again and have a great day.

   

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

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Employee of the Papa John’s (delivery) entered our home. This is an evasion of privacy, trespassing, dangerous and illegal activity. He stated he “had a brain fart” the act is on camera.

  Business Response

  Date: 06/14/2023

  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.  Our records show from the complaint originally submitted to the store, "the Team member apologized to the customer. Team member has been coached. We have had zero problematic occurrences while he has been employed with us."

  Thank you again and have a great day.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the store for a refund where they got my order so wrong it left me more disappointed than I was on an already bad day. No has gotten back to me after emails and calls and I just want my money back from them bc I’m not paying for something I didn’t order.

  Business Response

  Date: 05/17/2023

  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 original complaint sent to the store has documentation from 5/8/23, the manager has a instore credit available for a desired resolution.

  Thank you again and have a great day.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/7, we ordered delivery with a quoted wait time of 31 minutes. Order ********** for $47.95. It took over 2 hours to get to us. The actual quality was horrendous and we ended up trashing the majority of it. I contacted Papa John's via Facebook message. They reached out to the store, and that the store would follow up with us for a resolution. It took 3 WEEKS of message tag to receive ANY direct communication. Finally, on 4/28, I was left a voicemail and told to call back a specific number. I was with family on 4/29, the day I actually received the VM. Instead, my roommate called the number back because we share the Papa John's account and it was HER debit card that paid. My roommate, A, called back, explained who she was and why she was calling. They got to talking and the unnamed worker claimed that she had me on recording complaining about our delivery that night, and that she had offered a replacement AND refund, and I turned it down. For the record, that never happened and I never once have ever spoken to any representative of this company. The worker was pushing back that nothing could be done, she didn't really know what the complaint was about, all she could do was offer free food. Eventually she copped an attitude hung up. A immediately called corporate and found out that the worker is in fact the General Manager of People's Plaza; ****** While A was on the phone with corporate, ***** felt the need to text A, saying she had no cell service and that she could offer free food. A declined, saying, "I'm sorry but I'm beyond a free pizza at this point, I never want to do business with that location again." The CS rep asked what the preferred resolution would be, and A said that she wanted a refund. ***** eventually called A back and became more defensive, claiming that she had me on recording turning down a refund some weeks ago. I complained to the FB manager again, because it's clear that ***** is making fraudulent claims to protect herself for being wrong.

  Business Response

  Date: 06/09/2023

  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 documentation on the original ticket, the customer was offered a refund as well as a Quality Guarantee.  However, per our policy the product must be returned.  Since the customer refused to return the product, the refund and Quality Guarantee was not done.  This would have been above and beyond our customer service. 
  
  Thank you again and have a great day.

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I want it to be known that this is a BLATANT LIE. Nobody EVER offered a resolution from me; it took the store four weeks to contact me from my original complaint. Your “original ticket” has falsified information. I’ve repeatedly asked to hear the recording in which I “turned down” help and it has not been produced. Probably because it doesn’t exist. 
  

  I cannot believe the amount of lies that this company has backed during our time arguing with them. We eventually received a cash refund from the local store so the issue is solved as much as it can be. I just want to speak again on the fact that you’re literally lying to me in your response.

  Also, you really shouldn’t be taking back food that has already left your store. That’s a horrific policy.

  
  Sincerely,
  
  ******** **********

  Business Response

  Date: 06/13/2023

  The original response to this complaint was after directly contacting the store as well as reviewing the complaint ticket that was sent to the store on 4/12/23. The complaint ticket has a timeline of events regarding this complaint including the store documenting they received a call from Alyssa, who states she was calling on behalf of Samantha and that Alyssa paid their order thru her card.  The timeline states the store reached out several times and left voicemails as well as SMS.  The store has gone above and beyond our customer service.
  
  However, below we have added a complimentary Online Only promo code for a Complimentary Large Pizza. 
  
  **************

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order online, driver delivered to the wrong address so by the time I received the order, the food was cold. Opened the box only to discover I received the wrong order. Contacted the store for a resolution and was met with a very rude staff. She was argumentative and interrupted often. I requested to speak with a manager and was denied. She refused to replace the order although I offered to pay the difference. I was told I needed to go online just to place another order. I asked her nicely to have a mutually respectful exchange and was met with more rudeness. Not helpful at all and placed blame on me for not placing the order correctly. Later in the conversation the staff indicated they receive a lot of complaints about the online orders not accurately reflecting orders and over charging customers but again refused to provide a satisfactory resolution. She continued to redirect me to the website to take my issue up with the online order process. At this point, would like a refund. The food was cold and horrible

  Business Response

  Date: 03/23/2023

  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 a customer survey was submitted to the store regarding this order.  The survey was responded to by the upper management of the store location stating they put a Quality redemption on file at the store. If you need any further assistance or have any questions, please contact us at the number below.  

  Thank you again and have a great day.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: ********  
  I am rejecting this response because: the response did not include a number to contact the business as stated. Also not clear what is meant by store was placed under a quality plan. Lastly, my request for a refund and follow up call was not addressed in the response 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/28/2023

  The order was submitted to the store as a cheese pizza with the crust being the epic pepperoni crust.  Pepperoni on the pizza was not submitted to the store.  However, the store has graciously offer to replace the order.

  Thanks and have a Great Day!

  Customer Answer

  Date: 03/28/2023

   
  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.
  Who should I contact at the store to begin the replacement?
  Sincerely,
  ******** *******

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $70 to get a regular pizza that was as thin as the thin crust one I also paid for, the wings look like they came off a Cornish hen at BEST, and nobody in store or online seems to be interested in resolving this but $70 for the same quality I’d have gotten at ****** ******** for 1/7th the price.

  Business Response

  Date: 03/23/2023

  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.  Our records show a customer survey was submitted to the store location.  The store locations documentation shows a credit given.

  Thank you again and have a great day.