ComplaintsforPapa John's Pizza #624
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Complaint Details
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Initial Complaint
05/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
I ordered food from this establishment on Monday, May 26th after seeing a local news stations social media post on places open for the holiday. The franchise has an order tracker online that I followed since after placing my order at 6:52 PM. Per the email and tracker, I was quoted an estimated time of 30-45 minutes. I called the location at 7:41 PM to make sure the business was still open and no one answered. I didn’t receive the pizza until 8:43 PM, an apology, or update on anything. I reached out Monday per the franchise’s feedback forum to request a refund and was told I’d have an answer in 48-hours. I reached out again on Wednesday and Thursday, and again nothing.Business response
05/31/2024
Thank you for getting in touch with Papa Johns and our director of operations will be contacting you.Customer response
06/25/2024
The company has refunded me for my order. Thank you so much for your help, ******!Initial Complaint
09/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 9/5/23, I placed an order at 8:36 p.m. (090523, W0071). The order arrived without my drinks. Asked driver about the drinks. He said he didn't know anything about them. Said he was new and no one is telling him what to do. Driver said he would return with them. He did return with a Dr. Pepper that I didn't order. I ordered a Mountain Dew. Neither drink was cold. He stated they didn't have Mountain Dew and boss told him to just bring that. I called the store and pressed option for a manager. She would not tell me her name. Stated she didn't have to give her name over the phone. I proceeded to tell her about the mess up with the order. She kept interrupting me saying "I didn't fix your order and I didn't do it." Tried to explain that I knew she didn't do it personally, but her employee did. She said she is not responsible for what they do. Also, she said driver should have known what to do. I tried to explain to her about my dissatisfaction about with the order, ask why they did not call to confirm it was okay to send an alternate choice after the initial error. She just kept saying she didn't do it. Explained I have issues going up and down stairs as I have a knee injury and I did not appreciate having to make a second trip especially for something I didn't order and drinks that were not cold. She then said that they are not required to do stairs and they are told to leave orders at an entry point so he wouldn't have come upstairs anyway unless he wanted to. I was asking for a refund for the drinks as I explained if I was at a restaurant I would not expect to get served a warm soda and I would expect to get what I asked for. She hung up on me. I called back to the order line and tried to get back thru but no one would answer. Tried to file a complaint online at their website but was unable to do so as the system would not recognize my store location. This is the worst experience I ever had dealing with a company. I would like a complete refund and a apology.Business response
09/06/2023
Please call at ************Customer response
09/21/2023
--------- Forwarded message ---------
From: **** ***** <[email protected]>
Date: Thu, Sep 21, 2023 at 1:01 PM
Subject: Complaint No. 20561253
To: <*************************************>
Good afternoon,
In response to your email, I would like to give you the correct follow-up information.
I did place two follow-up calls to the owner before speaking to him on September 14. He indicated that he would not be able to determine who I spoke with at the store as there are 3 managers there. I asked if he could check work schedules, ect. to identify those involved. He stated he would speak with them but based on his response and his tone I do not believe he plans to address the situation. I asked for a refund. He was not willing to work to resolve the situation. He finally stated that he would have the store refund me for the drinks only. I did not get the refund. I am not satisfied with the outcome of this complaint. I would like to be refunded for $7 for the price of those drinks.
Thank you for your time and attention to this matter.
Sincerely,
**** *****Initial Complaint
09/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a pizza on 09/09 around 5:00pm eastern. Pizza was delivered around 6:15pm eastern. The pizza delivered was not the pizza I ordered. It was the wrong crust and the wrong topping. It was also stone cold. It was not edible. The order was placed online at papajohns.com. The deliver was made by DoorDash. I did not order via DoorDash. I told the driver it was the wrong pizza but there was nothing he could do. I called the Papa John's store 11 times for 35 consecutive minutes. Each time my call would get put on hold. I would wait 2 minutes for someone to pickup then hang up and call back. I would be placed on hold again and wait 2 more minutes before hanging up and calling back again. At no point in time did anyone answer the phone. I got a pizza delivered that I did not order and could not eat. I would like my full purchase price of $22.97 refunded. Not store credit. Refunded back to my Visa.Business response
09/12/2022
He has been refunded his money. This can take up to 5 business days to appear on the credit card.
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.