ComplaintsforPapa John's International, Inc.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had an order, I called and complain because the sauces where mixed up and one wing short. I asked the girl who answered the phone to lose the attitude and she hung up on me. I called back and the person also lied. I just wanted my order fixed and all the so called mangers hung on me.

  Business response

  02/15/2022

  Case ID : ********* was filed to the General Manager of the store to contact the customer.

  Customer response

  02/17/2022

  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

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint with the owner's and managers of Papa John's at this location. They made the decision to offer me a refund ( I was not seeking that at first ). However, they never issues the refund. I have escalated countless times to the corporation and they have reached out to no avail to franchisee to resolve this issue. I have the emails from *** ******** Refund -- Case Id: ************************************

  Business response

  02/07/2022

  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 located your Case ID : ********* and found there was an email failure delivery with the previous escalation that was done.  We have escalated this ticket to the appropriate upper management for further review and resolution.  Please allow 48 hours for further communication / resolution.  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

  01/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went online at papa johns in ******* ******* ** my order and address was changed to *** ******* ** ******* ** I called corporate to complain and to find out how my address got changed to Roanoke va he because last I looked on my end it was ******* ******* ** he could not help has to call the store in Roanoke ok the Manger in ********* was rude and I was telling ** ******** I wouldn't be ordering from papa johns he hung up on me I was trying to get to the bottom of how my food ended up 70 miles away from my home he said ordered voided hung up how did my address get changed now I am out of 35 dollars no food I don't want any one fired because they have families but please find one nice person that will help now I have no 35 dollars until 48 hours papa johns is out food cost and I didn't have an order help

  Business response

  02/04/2022

  We have researched your complaint and show this is the first order placed under this email address.  Only one store can deliver to customer’s address.  Therefor the only way the address for the store could change, is if the selection has been set to carryout prior to checkout. If another store was selected for carryout, and then you change to delivery, the store can change. However, the this would be updated at checkout. 
  

  Always review and your checkout page for confirmation of your order and total before you submit the order.  If you need assistance, please do not hesitate to contact us at the number below. One of our Online CSR's will be more than happy to assist you. 
  

  Thanks’ and have a Great Day!
  

   

  
  
   If the above address is correct, please respond to this email and include the address again, along with any nearby landmarks,  your nearest major intersection and the direction of your address in relation to it. (Ex: North of 5th and Madison.) We will log your location, determine if it can be added to the back up database and send you a follow up once this is completed.
  
  
   Thanks and have a Great Day!

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/25/22 I received a fraud alert from my bank in connection to a $158.41 preauthorization on my debit card from Papa Johns store *** located in ********** **. I was at work in Hazard Ky, 4 hours away from the store. I did not make the purchase nor did I allow anyone to do it. No one had access to my card, it was in my wallet. I confirmed through my bank that it was fraud. The bank informed me that I would need to wait till the purchase cleared to officially file a fraud complaint. On 1/26/22 the charge cleared. The stores contact info came through with the charge. I attempted to contact the store repeatedly but was continually placed on hold without speaking to a human. I was eventually forwarded to an answering service and that individual could not get the store to answer either. They referred me to the corporate customer care. I called *** *** **** and spoke with a representative who informed me that they could not help me, and that I needed to file a complaint with my bank and the police. I contacted Louisville Metro to file a complaint and was informed that I would need to know if the charge came through from in the store or if it was online. I could not answer that question because the store would not answer any calls. At this point, it appears Papa Johns store *** could be committing fraud, or being used as a tool for fraud and no one within the organization could care. The chances of me being the only victim is slim. Papa Johns ***, and the corporation as a whole has acted very irresponsibly, and appear to be incapable of handling the responsibility of customers financial information and customer service. Papa Johns store *** needs a thorough audit both internally and by a governing financial body. The customer service provided by the corporation needs an audit as well. Hundreds of Papa Johns customers could be getting stolen from as I write, and the corporation could care less about preventing it.

  Business response

  02/11/2022

  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.  In order to further assist you in locating the transaction we would need the following information:

  
  
  Store #:

  Date of Transaction:

  Last 4 digits of the CC used:

   

  Once the transaction in question has been located, we can supply the necessary information (auth #) to your financial institution so it can be resolved.  We can also forward the issue over to the appropriate store upper management for further review.  Please feel free to contact us at ************ with the necessary information so the transaction can be located.
  
  If you feel your Papa John's account has been compromised please be sure to log in and change your password.  The following recommendations will help protect your account going forward:

  
  ·         Avoid using the same username and password that you use for other online accounts.
  ·         Ensure your password is not easy to guess and periodically change it.  
  ·         Do not share your username and password with anyone other than those people who want to use the account. 

  
  Please let us know if you need any further assistance and one of our team members will be happy to help.

   

  Sincerely,

   

  Papa John's Customer Care Team

  Customer response

  02/14/2022

  I reviewed PaPa Johns response and I do not accept it. The first reason is the representative requested information that I had already given them in my original complaint. This shows either disregard for my complaint, or a sheer lack of awareness. Secondly, the representative requested more of my private info (last 4 of ss#) when it was their inability to secure my information that led to their company stealing $158 from me. It was store *** in louisville Kentucky on 1/25/22. Papa Johns can follow up by looking up the purchase, on that date without having anymore of my personal information.
  ******* ***

  Business response

  02/16/2022

  Hello *******,
  
  Please allow us to clarify the process needed to research a fraudulent transaction.  We must request the last 4 digits of the credit card used in the transaction to locate the activity in our system and/or in the store’s system.  We don’t have the name, phone number or email address (if ordered online) available in this situation.  Therefore, we cannot locate and verify the fraudulent activity without the last 4 digits of your credit card, not your social security number.  We can then inform you if the order was in store or online.  However, you may provide the information to the police department instead, if you choose. We apologize for the trouble experienced.  We are not legally allowed to disclose any information obtained to the public, but only by the following process:
  
  The police department will forward a request to ************************** with all of the information you provide for researching the incident.  The request will be researched and forwarded to our Security team.  Our Security team will communicate with the police department all results found.
  
  Please be assured that we are happy to assist.
  
  
  Thank you,

   

  Papa John's Customer Care Team
  

  Customer response

  02/19/2022

  The last 4 digits of the cc are ****. The store is store *** in ********** **. The only store i have ever used is in Hazard ky. The two locations are 4 hours apart. I have attempted to contact your store directly and repeatidly there was no answer. I attempted to call the corporate number you had in your previous message. The rep attempted to call the store themselves, no answer. The rep then told me they could do nothing. You have the date of the charge in my original complaint. You had the location the charge was made. You had the total amount to the penny. That alone is enough information to look the charge up. Im sure a charge of over $150 at one time is not very common
  ******* ***

  Customer response

  03/14/2022

  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 last 4 digits of the cc are ****. The store is store *** in ********** **. The only store i have ever used is in Hazard ky. The two locations are 4 hours apart. I have attempted to contact your store directly and repeatidly there was no answer. I attempted to call the corporate number you had in your previous message. The rep attempted to call the store themselves, no answer. The rep then told me they could do nothing. You have the date of the charge in my original complaint. You had the location the charge was made. You had the total amount to the penny. That alone is enough information to look the charge up. Im sure a charge of over $150 at one time is not very common]
  
  Regards,
  
  ******* ***

  Business response

  03/14/2022

  *******, 

  Our Legal Department prohibits the release of any information on the order without a subpoena (court order) from law enforcement. Releasing any information to the customer about the order may leave us liable if the customer retaliates against the person that used their card. This includes refunding an order prior to any proper paperwork from law enforcement. Dispute the charge with their financial institution, then contact their local police department and file a fraudulent credit card charge report. The police department will request a subpoena or court order to obtain order information.  We are not to disclose order information for a police officer or detective over the phone.  The caller must follow the procedure of submitting a court order on official letterhead to us **************************.

   

  Thank you!

   

   

• Initial Complaint

  01/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Placed an order online at papajohns.com. paid with a gift card. Gift card balance was used but order was never sent to the store to be made. Called the store in ***** ******* and was told they are having lots of problems with online and to call customer service. Called customer service and was told to call the store. My gift card money was essentially stolen by the company with no resolution.

  Business response

  01/21/2022

  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 show the order on 1/8/22 (online order *********) went through to the store without error as a gift card payment for $37.15 (gift card ending 7421).  It is order #** in the store for that day.  We have forwarded your comments to the appropriate store upper management for further review and resolution as they would have to approve the cancelation and refund of this online order.  Please allow up to 48 hours for further review and response, and please let us know if you need any further assistance.

   

  Thanks and have a great day!

  Papa John's Customer Care Team

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Papa Johns Customer Service Team,On 01/08/2022, I placed an order of Large Epic Stuffed Crust Cheese Pizza with Grilled Chicken, Pineapple, and got a Pepperoni pizza and there is a tiny HAIR inside the pizza. I called the store, waited for 25 minutes before anyone picked it up. The gentleman found my order, and after I explained the situation, he said "I can't help you right now", then he HUNG UP ON ME! That is not what I expected to hear. I called the second time, waited for 5 minutes, then GOT HUNG UP AGAIN! Maybe they recognized my caller ID? What kind of store is this? I can't believe it. Literally when I went to the store to pick up the pizza, the gentlemen saw me and walked away to the kitchen. I waited and waited until another gentleman came and helped me. I don't know why I am treated this way, and I can't go back to the store for an exchange or ask for a refund because I was far away from the store already. NOT ONLY I GOT THE WRONG PIZZA WITH A HAIR IN THERE, I GOT HUNG UP THE PHONE TWICE!!!!! I have photos of proof if you need them. Before I came here to seek for help, I tried contacting Papa Johns via Papa Johns website, email, twitter, and no one ever get back to me. Please give me a FULL REFUND. I don't know how Papa Johns allows their employees to treat their customers this way. Thank you.

  Business response

  01/19/2022

  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 48 hours for the store management to reply with resolution and let us know if you need any further assistance at ************.  Thanks and have a great day!

• Initial Complaint

  11/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Thursday November 11th I used the Papa John's app to place an order for pizza. I made sure the app was updated to the latest version. I had only planned on ordering the pizza in the first place because of the 50% off deal for the day after a Denver Nuggets win. After selecting my pizza toppings, the app took me to a payment page on the app and asked to enter my credit card number. At no time was there a mechanism or final confirmation page to enter the 50% off code yet to receive my discount. Upon entering my card number, the order was finalized and placed without any kind of final validation page or ability to enter the discount code. I immediately called the store and was told I could not cancel an already placed order. I was forced to pay full menu price because the app has a glaring flaw that does not confirm final charges with the customer after asking for a new payment method - it automatically charges that method without a final checkout or confirmation screen. I do believe this is a deliberate "bug" in their app to charge customers credit cards without confirming the charges first. My order number was *********. I would like a refund of $10 to my original payment method.

  Business response

  11/12/2021

  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. 

   

  When ordering via the APP, you will see the Promo Code drop down field just above the "Add a Tip" section (on the My Order screen).  The store management should have been able to honor your request of either canceling and replacing or adjusting the order for you.  We certainly do apologize for the service you received and have forwarded your comments and concerns to the appropriate store management for further review and resolution.  Please 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.

  Customer response

  11/15/2021

  
  
  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,
  
  ******* *****r
  
  

  ---

  
  
   
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/04/2021 I placed an order for 2 Papadias (pizza sub) and upon the delivery my wife found a nice size piece of hard plastic with a SHARP POINT and edges in her sub I called corporate with my concerns and was informed that someone from the management team would contact me within 48 hours to address my concerns and close to a week later no one contacted me to address my concerns. I called back on 10/18/2021 to inform them that I was not contacted by anyone from the management team and again I was told that someone would contact me from the management team and was given a Case Reference Number ********* and like before no one got in touch with me and more than a week has passed by

  Business response

  11/08/2021

  Dear Valued Customer,

   

  Thanks again for contacting us and sorry for the inconvenience you experienced.  We have located your incident ticket and escalated it to the appropriate leadership above the store for further review and follow up.  Please let us know if you need any further assistance and one of our team members will be happy to help.

   

  Thanks,

  Papa John's Customer Care Team

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/13/2021 i ordered 3 pizzas 2 medium 1 small online for delivery. the driver arrived on video with 2 medium pizza no 3rd small pizza. i called the store and was told it would be delivered. After 5:30pm I went to the store was told be the supervisor that I would be refunded due to I provided the video showing that their female employee did not deliver me entire order. As of today I have not received a refund of the item that I never received. i was charged 24.00 the small pizza was 10.00 I am only asking to be refunded 10.00 for a product that I never received.

  Business response

  10/12/2021

  We have escalated the original complaint to the leadership of the store. 

  Customer response

  10/13/2021

  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 am not able to view the response from Papa Johns on the resolution. Can you please resend the resolution.

  
  
  [

  Thank you for responding back to me. Yes I would like to reject the response meaning I would lile a refund of my $10.00.

   

  Sincerely,

  ******  

   

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

  Business response

  11/08/2021

  Dear Valued Customer,

   

  Thanks for contacting us and sorry for the inconvenience you experienced.  We have reviewed your incident ticket and escalated it to the appropriate store leadership for further review and response.  Please let us know if you need any further assistance and one of our team members will be happy to help.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/2/21 I had my granddaughter order an extra large papa john pizza on the app. She placed the order and the app. total was 22.00 approximately. 2 days later I get a charge on my discover card for 30.29. Called their customer service number ************ and spoke to *** a manager and was given nothing but double talk and that I had 30 minutes from receiving the pizza to call and complain about the quality(lack of extra cheese and sauce) and the price. Explained that I was not aware of the price until I receive notification from discover about the charge. *** basically stated there was nothing he could do regarding this issue. There are more details but limited space of the complaint will not allow me to stated them. Papa John advertise one price and then charge another - a form of bait and switch. Their policies are not customer service friendly and their quality is lacking for the price.

  Business response

  10/08/2021

  Dear *******

   

  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.  Unfortunately we were unable to review further as we could not locate any order at store #**** with the Name, Phone Number or Email Address you provided.  We'd be happy to look into this issue further and send your comments in regards to the quality of the order, and also the partial refund request to the stores leadership team if you can please provide the order information.  Feel free to contact us at ************ if you need any further assistance and one of our team members will be happy to help.

   

  Thanks and have a great day!

  Papa John's Customer Care Team

  Customer response

  10/13/2021

  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.
  
  As  stated in my complaint * *** ************ placed this order under her name - ***** ****** ***** *************, do not know if an email address was used.
  
  Regards,
  
  ****** *******

  Business response

  10/22/2021

  I spoke to *** ******* and informed the order was placed with the regular menu price.  *** ******* informed me, his granddaughter placed the order through her app.  However, we will be sending a $10 papa card by email and *** ******* confirmed the compensation. 

  Customer response

  10/29/2021

  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.
  
  As of today, I have not received the email coupon as stated from the Papa John rep.  If this offer of settlement is legit, have Papa John send the coupon to my home address *** ** ******** **** * *** ***** *** ***** or issue a credit to my charge card.
  
  Regards,
  ****** *******

  Customer response

  11/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15993538, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Have waited for 2 weeks and have not received an compensation from Papa John, the are not a company that lives up to their word.
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Regards,
  
  Ronald Winters

  Business response

  11/16/2021

  contacted customer over the phone to verify he received GC. Sent the customer *** **** ****** Gift card

*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. ↩