ComplaintsforPapa John's International, Inc.
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Complaint Details
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Initial Complaint
08/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Papa John’s sent me two coupons for a free 2-topping pizza. The first one worked fine. The second did not. The pizza company here in ******** could not go anything. I even had to cancel the pizza one time because of this. Very frustrating to me and others here if you send a coupon and it does not work.Business response
08/24/2022
Thank you for your feedback. We are constantly striving to improve our Website (or products) and have forwarded your comments to the appropriate department for review.
Please feel free to respond back via email or contact us at the number below if you need any further assistance and one of our team members will be happy to help.
Thank you, and have a great day.************
Initial Complaint
08/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Attempted to make an order from the app and I got an error saying the payment was declined and to check the address. I double checked the address and tried it again. The app still have the error. I looked at my bank account and both orders had gone through. I called the stores around the area and no one had my order nor did I ever receive one. I attempted to call the Papa John's customer service line at the number they provide, *********** but it said the server was disconnected. I'm out twice as much money with no pizza. I can't upload a photo of the charges as my bank app will not let me take a screenshot. The charges come through as Papa John's - #130-07.Business response
08/11/2022
I attempted to contact the customer a* ************ but could not leave a message because the number was a google number. I need to get the City, State, Zip Code, and store # of the store the customer was attempting to order from. Also, we need the last four digits of the card the customer was using. Once I receive this information will be more than glad to research the matter and follow up with the customer with a resolution.Initial Complaint
08/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was sent an email from Papa ****s offering a 30% discount on a pizza. The same day I received the email I attempted to order from them. At check-out I got a message that the offer expired s week earlier. I called Papa ****s and was asked to send them the email. I did as was told they would get back with me. I waited two days and then called again. I was told they were still checking into the matter with Marketing but hadn't heard back. They would check again and call me back in 10 to 15 minutes. After 3 hours I called them back and was told they still hadn't heard from marketing and didn't know when they could give me an answer. Their service is unacceptable.Business response
08/09/2022
****,
Thanks for contacting us, and sorry for any inconvenience you experienced. The promotional offer of 30% off one pizza at the regular menu price is resolved, and I was able to correct the matter. Please forgive us for the delay in resolving this matter. Please accept this code for a Large one topping pizza for your inconvenience. The code is only usable at participating locations. Additional fees may apply, and some stores may require a minimum order amount before using the code.
Thank you
******
One Time Use Code
Customer response
08/15/2022
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,
**** *****
Initial Complaint
08/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
BURNT CHICKEN WINGS... AND THE STORE MANAGER AND STAFF JUST LAUGHED AT US AND SAID IT WAS NORMAL. I've been in the restaurant industry a long time and the cause of this is dirty oil. That is why it is burnt and oily at the same time. Disgusting!!!! This store is located at *** **** ******* ************ *** ******Business response
08/02/2022
Hi ******, How would you like me to resolve this? Our wings come in precooked, we just reheat them, they are dark looking but I assure you they are not burnt. I'm sorry your upset, I'm just not sure how to resolve this for you. ***** ****** ************** Papa John’s ***********Customer response
08/02/2022
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.
So their marketing is that they have fresh ingredients but they don’t even know how to cook their own chicken wings. False advertisement at its best! Seems like I will not get the resolution that I desire.So instead, I’d like an apology from the owner and the entire staff that night for laughing at my complaint. Being deceived about fresh ingredients and instead I get “reheated” wings. Being deceived and laughed at is not how a business, especially a restaurant, should operate.
Regards,
****** ******Initial Complaint
07/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ordered online to receive overcooked, dried, cold pizza. Unable to contact business, held line for over four hrs phone kept being placed on hold! Attempted to call business the next day, same issue. Contacted corporated office to no avail, no real complaint process, unconcerned about consumer complaints. Did file complaint online no response. Consumer complaints ignored! No real receipts given.Business response
07/28/2022
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 updated and escalated your complaint ticket to the appropriate store management for further review. Please allow 24-48 hours for further follow up and also feel free to contact us at ************ if you need any further assistance.Initial Complaint
07/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ordered pizza; was over an hour wait— and pizza was never delivered. Could not get ahold of restaurant, and have received one e-mail from Nicole the regional manager/director. She has not responded back, and or called back. We got 1 free pizza. We had * **** waiting on food they never got.Business response
07/26/2022
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 updated and escalated your complaint ticket to the appropriate store management for further review. Please allow 24-48 hours for further follow up and also feel free to contact us at ************ if you need any further assistance.Customer response
07/26/2022
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.I have already tried to resolve it, and they already told me they escalated it, to no avail.
Regards,
****** *****Initial Complaint
07/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hello, I ordered from this business July 13th, 2022 around 6pm. I did carry out so I picked it up and arrived home. Upon first glance we noticed half our order was messed up. We ignored and continued eating our pizza. Upon further investigation the other half of our order was wrong as well. So I called the facility only to be hung up on once we explained there was an issue. I called back and asked for a manager. The "manager" then told me he was busy and didn't give a fuck about my order and then hung up on me. This is store #** in ************* ***Business response
08/01/2022
Dear ?*****, Thank you for taking the time to provide us with your feedback. At Papa John's, we strive for “best in class” in everything we do. We are sorry that we have not met your expectations at your local Papa John's store. I would like to personally apologize about your experience, I will be reviewing your concern with my general manager today and taking action with the shift leader you had such terrible service with. We want to make it right. Not only we will be taking corrective action with the manager I am going to refund your full order. Please expect this back in 5-7 business days. We do not take these issues lightly and your feedback will be used to improve our ability to serve you in the future.
*****, I wanted to apologize I just realize that you had paid with cash and not a credit card. We can hold that refund for you at the store for you to pick up at your earliest convenience or I can mail it to your home whichever you would prefer please just let me know. ***** *****
Initial Complaint
06/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchased products online missing one item. Order not fulfilled by vendor. Money for complete order withdrawn from my account in good faith that a complete order would be fulfilled by the local franchise store #26 I also believe it was never intended to be delivered once reported by me over the phone to the manager as not contained within delivered order (#*********). (afternoon of June 25, 2022)Business response
06/27/2022
Thanks for contacting us and sorry for any 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 at store #26 for further review and follow up. Please allow 24-48 hours for resolution on this issue. Please feel free to contact us 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
06/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ate at papa johns in ****** ** and our family got sick in the hospital with food poisoning from doughy pizza and food borne illness. We contacted the female manager ****** twice and she and her employee **** were rude and nasty to us. Call recorded. We also did email inquiry and ****** criticized us for not contacting the night of order but we did and that call was recorded. Papa Johns needs to escalate issue to a regional manager and get rid of ****** and ****. And needs to fix the issue with our food poisoning. We need refunded everything we spent last three times (yes we got sick and first two times there was hair from ******'s mustache In our food).Business response
06/29/2022
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 and concerns to the appropriate store upper management for further review and resolution. Please allow 24-48 hours for further follow up. Please feel free to contact us 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
06/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order with Papa John’s online. The order was specific. The order arrived from a very rude delivery driver who ignored social distancing. I was insistent. The order was incomplete. I was not aware that the order was incomplete due to the online system not adding specific items. I was kept on hold for two hours without explanation. The company refuses to refund or communicate with me directly.Business response
06/17/2022
Management team (Mendhi)approved refund. Refund has been processedCustomer response
06/20/2022
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 belowI AM DUE AN APOLOGY. PLEASE PROVIDE A WRITTEN ONE FROM YOUR OFFICE.
Regards,
***** *****
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Customer Complaints Summary
186 total complaints in the last 3 years.
91 complaints closed in the last 12 months.