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Business Profile

Restaurants

Papa Murphy's International LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 made an order and got the wrong pizza crust and the pizza was terrible. I complained and was told my money would be refunded to my EBT. I have no refund or phone calls. A photo of my supposed refund is attached.

    Business Response

    Date: 04/17/2023

    Hi! We're sorry for your visit - to speak with one of our Brand Ambassadors for further assitance - please visit us here: *****************************************************; Thanks for reaching out!

    Customer Answer

    Date: 04/17/2023

     
    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.

    Sincerely,

    ******* ****

  • Initial Complaint

    Date:04/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 went to your papa murphys store in ********* ********** to order a Chicago style stuffed . I payed for it and waited then downloaded your app. When I got the pizza it wasnt the Chicago style stuffed it was a meat lovers . The guy said no its a Chicago style stuffed . I showed a snap to my husband and he said no its my go back in . I walked back in and asked again and told him we get these all the time we live Chicago style stuffed and this isnt it. He said yes it is he said they cans add two toppings on top and he just added some salami and sauce and sprinkled the meat pieces so yes it is . Well I wasnt and he wouldnt redo it since he said it was . This is the same location we bought a Chicago style stuffed and it looked flat in the middle but we took it home and cooked it . Well when we cut into it they didnt stuff it at all it just had sauce and some cheese . We called took it back and they made it again very sloppy but we just took it anyway. We love Chicago style stuffed and its disappointing to wait to get it . We know what a Chicago style stuffed pizza looks like we buy it in ***** too when we lived there and visit . Just had to write you since this is not right to do to loyal customers.*********************************************************

    Business Response

    Date: 04/13/2023

    Hi! We're sorry for your recent visit to your local Papa ******** franchise.  To let your local owner and team know and give them a chance to respond -  please visit us here:  www.papasurvey.com 

  • Initial Complaint

    Date:04/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hi good evening , My name is ************************* on 04/02/23 Me and my Family visited a local papa Murphys here in ******************* located at ********************************************************************************* We decided to have pizza for dinner ******************* and after having the pizza from this papa Murphys we became very Ill my family and I were very disappointed as me personally, I have visited different Papa Murphys in the past never once had a problem absolutely love their pizza, but this particular location is very surprising to me and disappointing as well as me and my family went to to fight them about their negligence, and when we were speaking to the manager on duty, we noticed that the creamy garlic sauce was left out when it states on the bottle to keep refrigerated or frozen it was left out completely cat was off. There was a fire flying around it very unsanitary. I do have pictures of it as well. Did notify my local health department and had them review. Spoke with my local health inspector and gave me a thorough report and saying how very negligent , not proper food handling as well certain employees there was not washing their hands or cleaning up after utensils, or anything like that is what was provided to from my local health department after here them state from there visit that makes me sick again and especially when I consumed that pizza no wonder why me and my family were extremely ill there was no remorse from the company. I tried reaching out to corporate to notify of them from the situation. They did not ever get back to me. I have left several messages no response never heard from the general manager from the local Papa Murphys but its very shocking and scary when there is a restaurant that is supposed to serve the public food and thinking that theyre hardened dollars go to a restaurant and expect to pay for food and not get sick I really hope there is new management for this particular franchise I definitely would not recommend this location.

    Business Response

    Date: 04/12/2023

    Thank you for reaching out to ********************* regarding your recent experience. We take any mention of potential foodborne illness extremely seriously and welcome the opportunity to conduct a complete investigation.  We would be happy to review the documents provided to you by the Health deprtment to ensure that everything at the lcoation is in compliance as usually we are notified directly when any health violation occurs.  Please email your contact informatino and documentation to our **************************** for a formal review.  ************************************************.  Our director will then coordinate all prior communication received via our brand ambadssaors and we will be in touch if necessary.  Thank you for reaching out.

  • Initial Complaint

    Date:03/29/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Hello. Im not usually the one to complain but I ordered a couple of pizzas online and got home to make them. My stomach and my daughters stomach started to grumble and we have the runs. This is so sad. The lady in the store did not use gloves to make our pizza as well. Our stomachs are not doing good so Im not sure if something was bad or not stored properly. This is pretty sad and I am very disappointed. I ordered today. Receipt date is March 29, 2023 I spent a total of $28.67

    Business Response

    Date: 03/30/2023

    Hi! We are very sorry for your recent expereince.  We take any mention of potential foodborn illness extremely seriously and will conduct a complete investigation of hte location that you visited.  To reach out to a Brand Ambassador to assist further - please visit us here so that we can get further details: *****************************************************; Thank you for reaching out.

  • Initial Complaint

    Date:03/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My minor daughter was employed at a papa murphys in ****** ** and the owner, *****************************, has bounced her last paycheck in which I cashed for her. I am now negative $449.68 and would like to know how I can get the money back.

    Business Response

    Date: 03/17/2023

    Thank you for reaching out to Papa Murphys regarding an employment issue at a franchise owned location.  Please reach out to the Papa ********************* department at ********************************* for assistance on this issue.  Thank you

  • Initial Complaint

    Date:03/14/2023

    Type:Product Issues
    Status:
    Answered
    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 received an email from Papa ******** stating that on Tuesday, any large pizza for $10. When I went to order the pizza, it was $22 because I wanted nondairy cheese. I reached out to both the store and Papa ********, and they said because it was the nondairy option it didn't qualify. No where in there marketing does this state this. They even picture the pizza that I wanted to order. Based on this I feel their marketing practices are deceptive and misleading. State and federal law prohibits unfair or deceptive practices in advertising and marketing. I hope the BBB can help resolve my concerns with *********************. Thank you.*******************

    Business Response

    Date: 03/15/2023

    Thank you for reachng out - there are other places within our maierals that state that gluten free or dairy free proucts may have an additonial charge or additional toppings are at an addiional price.  We are sorry for any confusion and at independently owned locations pricing participation may vary.

  • Initial Complaint

    Date:03/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 watched improper food handling occurring in the establishment. The employee that took my order (touching the computer screen and receipt) went straight to the food line and touched the cheese, pepperoni, and the rest of the toppings to make the pizza. Then another customer came in and he did the same thing all over again. I stood and watched this happen multiple times all while wearing the exact same pair of gloves that he had on from the moment I walked in. He forgot to make one of my pizzas and when I mentioned it, he said he didnt add it to my order. Fortunately, his coworker said she saw the ticket and pulled it out to show him. He then proceeded to make my pizza without changing his gloves (after scrolling through the computer to look up my order) and as he went straight to picking up the pepperoni for my final pizza, he continued wearing the same pair of dirty, contaminated gloves.

    Business Response

    Date: 03/13/2023

    Thank you for reaching out to ********************* regarding  your recent visit to a local franchise owned location.  To leave feedback directly for your local store and team - please visit us here: www.papasurvey.com  To chat with a live Brand Ambassdor - please visit us here because we'd love to do better next time: *****************************************************; Hope to see you soon!

  • Initial Complaint

    Date:03/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 1/20/23 I placed an online order for pick up. When I got home I realized one of the pizzas and the salad was incorrect. So I called the store and spoke with manager ****** who informed me he would add a free pizza and salad note. Today when I called, *****, the manager she informed me ****** was no longer employed and said unprofessional things about this previous manager who was no longer employed. When I asked about the free offer, she said she couldn't accommodate but could do 50 percent. ***** was very rude and unprofessional. I am just looking to get what was promised. Thank you for your time.

    Business Response

    Date: 03/08/2023

    Hi!We're sorry for your visit - please reach out to our live Brand Ambassadors here as we'd love to try and make it right ************************************************

  • Initial Complaint

    Date:02/02/2023

    Type:Delivery Issues
    Status:
    Answered
    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 2 medium pizzas 2 toppings at **** each. I added 1 more topping ( pineapple) so a bill that went from 14 dollars or so to ***** dollars. That is s******* people over. I understand inflation of ingredients but to inflate a topping by 14 dollars. Not a happy customer I should of just left the pizzas. But I didnt I paid the unhappy bill.

    Business Response

    Date: 02/03/2023

    Hi and thanks for reaching out - for assistance on a billing error - please reach out ot one of our Brand Ambassdors here: ************************************************

  • Initial Complaint

    Date:01/21/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 gave 10% tip. Total purchase was $39.08. Why is $4.59 added for tip. Tip should have been less than $4. Something is wrong with your calculations and software. When I asked, your employee agreed but did not know why it is more the 10%.

    Business Response

    Date: 01/23/2023

    Hi and thank you for reaching out to *********************.  We have sent your contact inormation and attached receipt to our brand ambassador team.  They will work with the store owner and regional representative to share your experience.  It appears that the tip total was calculated on the total purchase prior to the discount that was applied.  

     

    We are unsure if this is standard in your state or if there was possily an issue with the local point of sale but your local owenr and ********************* representative will contact you with the outcome and resolution.

     

    Thank you again for reaching out and we hope to see you soon at Papa ********!

Papa Murphy's International LLC is NOT a BBB Accredited Business.

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