ComplaintsforPapa John's Pizza

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/24/23 I ordered my sister who was in the hospital food was told it would be delivered within 27-35 min an hour later I called back to say it wasn’t delivered told driver was on his way with it..2 hours later called back to say it still had not been delivered hung up on called back said the phone line was bad but they had only 1 driver said that’s not my problem it’s been over 3 hours the GM stated ***** I can cancel the order hung up I called back the worker refused to give me a name or help hung up on me.. order not delivered, cursed out and my money stolen by this business

  Business response

  01/25/2023

  Most of the customer's statement is not accurate. They left out the part where they cussed out the employees every time they called.   We have tried several times to have a civilized call with this person.  We have not been able to resolve this because the insults started flying the minute our fist team member answered the call. When the insults and name calling continued, our team member rightly hung up because customer would not allow an explanation. We don't talk to our employees like that and we dont tolerate customers who can't be civilized.  Customer called a second time using a different cell phone and proceeded to insult and cuss out our manager this time.  Our Manager was willing to make another whole order and deliver it herself, but was not allowed to speak, so she also rightly hung up.  During this second call, customer threatened bodily harm to store staff.  Our staff was so terrified, they called the area supervisor who closed the store early due to the severity of the threats. Once we learned of this incident, we reported it to the sheriff the next morning.  Unfortunately, by this time, the customer had already called the store back and threatened to come to the store and "cut" the manager (different person from night before). Thankfully, the police came and began an investigation.  Prior to this, the customer also called our corporate offices. When a corporate representative offered to put her in touch with the owners to get a resolution, her response was, "they are probably just like the employees," and refused. The customer did not want to speak with anyone, but wanted a resolution.  How do we do that???   There is no way we can accommodate a complaint if a customer is unwilling to at least find out what happened. Here is what we know:  The order was put in production at 6:59.  Order was ready at 7:05 PM.  Order was delivered at 7:58.  Order was placed from a hospital room.  Due to current health and safety guidelines, our delivery drivers are not allowed on patient floors and are only allowed to leave orders with reception or if after hours, in the ER where they have runners to take deliveries to where they need to go.  Our driver verified the runner had the correct room and left as it was being taken to the room on the order.  We've delivered to this hospital this way for the past 3 years with zero issues.   We were not given the opportunity to work with this customer to find out what happened to the order as everything we checked showed it was delivered where it was supposed to be delivered.  A simple, civilized conversation could have led to a quick resolution.  All we needed to do was verify what room she was in to see if we made a mistake, but once it blew up, a resolution got lost in the chaos and threats. Our teams are trained to verify an order was delivered if possible because many customer in these tough times, make up stories about not getting orders when in fact, they do.   In this case, regardless of what happened, we were not even afforded the opportunity to make it right. Our managers tried to resolve it and just needed to verify some information (like what room they were actually in), but the customer was just too belligerent for them to do anything.  Instead, our staff was threatened to the point that they had to close early.  The staff members that were threatened are pressing charges; that's a personal matter in which we can't intervene.  At this point, if the customer wants a resolution, they can talk to the people who have offered to help numerous times.     

  Customer response

  01/30/2023

  I have reviewed the response offer 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. Regards, ***** ****  That is a wonderful made up story and I’m so very happy that this is in writing because these are NOT the facts of what happened!! It is straight slander to lie and say that I called from a different number and threatened to cut anyone but the wonderful news is I recorded the 3,4 and 5th call I made to check where my order was because the 1st 2 times which papa johns customer service can verify I was hung up on right away only to be told the customer rd time that the phone wasn’t working right they didn’t mean to hang up also at 10:33 I have recorded where the manager told me they had ONE driver he was still out with the order but they would cancel it I told her I was told hours ago he was on his way and best part is I have the call recorded the next day when the “scared” employee invited me to papa johns to fight!! Yes this sounds like a very classy business!! And yep I sure did speak to the investigator that called I told him I had it all recorded and I in fact wanted them charged with making a false report so let them take charges it will all come out in the end!! Bottom line I ordered food that my sister in the hospital did NOT get I called multiple times and was talked to like I wasn’t a paying customer that wasn’t just screwed over because you obtained my $$ by false pretenses! You took my money and delivered NO goods or services! Look on the google page at the number of people that have complained that they didn’t get their order for hours and how nasty the employees speak to the customers!! It didn’t just start with me papa johns in ********** ** has been doing this for quite some time! I live a good distance away I have a long standing with the papa johns in my area I have a complete profile I order so often without one single complaint so apparently I’m not the problem!! Don’t offer a service you have no intention on providing and was the store manager gonna make and deliver the order herself before or after she’s recorded calling me a *****???? I would love to see the other cell phone I have as well because I made calls from my number only so be ready with every word you are saying because I have proof of every word I’m saying! Lastly why would I want to talk to people that would make someone a GM that felt it proper to call any customer a *****? If that is whom you choose to employ that speaks greatly on your character so since you choose to stand by your employees behaving this way please lawyer up I will be filing civil charges for the return of my $ for services not provided AND for lying on this document!! 

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