TEMPLE HILLS, MARYLAND -- I ordered pizza two-three days ago during the day online and I paid $10 by papa card and the rest I was to pay in cash. The guy didn't have to call me, he came straight to my door and he confirmed how much I had to pay and I gave him that exact change he said I was to pay. Now then two days later (which was last night) I ordered again and my order was about $20. I pay half of that with my papa card and I was to pay the rest in cash as I did the other order three days ago.
Just to clarify this person who is delivering my order this time is a different person. He calls me asking directions from the Papa Johns restaurant. I have no idea how to get from there to my house so I told him what road I lived off of and he kept complaining that he didn't know where I lived.
So he finally gets, comes into my circle where my condo was, and I'm standing outside where the street and the sidewalk meet, and he rides right pass me and stops at another condo. He gets out the car and he starts to walk towards someone else's door and I yell across the way "Hey is that my pizza!" and he tells me that he thought that my door was over there.
Then when he comes up to me he tells me the price that I needed to pay was $20 and some change. I tell him that that is a mistake and that I paid $10 of that online. He doesn't believe me but he takes the money anyway and he gives me my order. I go in the house thinking everything was over so I ate my pizza and watched a movie.
About 10-15 minutes later the delivery driver calls my phone twice and I finally pick up and he asks me if I was the woman who order the pizza on some street other than mine and I tell him no. We hang up. He calls me back 5 minutes later about three times and when I don't answer he comes back to my neighborhood and he "finds" my door.
He knocks, and keeps knocking, and keeps knocking. I open the door and he says that his boss is on the phone complaining about me paying only $10 and not $20 and he gives me the phone. I try to explain to this manager guy that I paid with a gift card and cash. I go upstairs and grab the receipt that I got offline and show it to the driver. He looks at it but doesn't really "look" at it.
The delivery guy is at my door talking extra, extra loud that my neighbors come outside and wakes up my mother who is sleeping on the third floor with bedroom door closed, now she's upset. The guy finally realizes that he told his boss the wrong address and walks away while saying he apologizes. This guy needs to be fired for putting me through all off this mess.
Papa John's online ordering is a deficient inept scam. I have had multiple occasions by me and my wife where we have used the online ordering and after arriving at the store they have no record of our orders. Then we are asked if we would like to place an order, but we can't place it at the discounted price. Why? Cause we have to order online. So I booted up my computer placed an order drove across town only to be told by a manager to go back to step 1. Thanks, you simpleminded boob. Why don't you go into your esteemed office log into your own company's website and waste your time placing the order for me?
At first it looks as though there was an error on me, my wife, or the website but after logically analyzing the online ordering system what the hell is the reason for it. Let's say that it may be helpful to someone who has access to computers at work and can order before they leave their office. These same precocious people most likely have access to telephones and could also order by phone. So this isn't a very good reason to use this service. It also takes LESS time to boot up a computer look up the telephone number and call the store then it does to log into the website and order through their website. Meaning you would be using less work time ordering via phone.
Even if this service is beneficial to a select few why not offer the same promotional offers through the phone as online? What is the benefit to having me boot up a computer, logging onto a website, adding and subtracting toppings, placing the order, send a message to the local location, then have me pick up the pizza then finally I eat it. It seems much more logical to call pickup then enjoy.
After trying to find a number to call on their website to log a formal complaint I was forced to log my complaint via their website. I then had to ask myself is this due to their obvious hatred of the telephone? Is it possibly due to a disdain of those pesky telegraph poles everywhere or maybe it's more important to brandish large images of their toppings instead of having a telephone number to contact someone with a possible problem? They even hide the telephone numbers for the domain registration of the website.
After explaining the problem I had with the website I received e-mail basically saying they would check into it for me and included this bit of advice. “The e-mail confirmation would come after the order reaches the store. May I suggest that if you do not get the confirmation e-mail within 10-15 minutes after ordering, you may want to call the store to check on your order.”
I wish I would have read that helpful titbits of information before placing my order or you could have placed this number on your website Papa John's Online Support 1-877-547-7272 option 2. So let's follow Papa John's step to ordering a pizza online. Boot up a computer, log onto their website, add & subtract toppings, complete the order, wait 15 minutes, check your e-mail, look up the phone number for the location, call the location, drive, pick up and enjoy your cold ass pizza! Or I could use their competitors steps look up the number, call, pick up and enjoy. Better ingredients may be in their pizza but it sure as hell isn't in your stupid online marketing campaign!!!
RALSTON, NEBRASKA -- At approximately 5:10pm on Monday October 26, 2009, I ordered 2 pizza's from the 96th & Q location. I called before the pick up and I gave the guy my number so had access to all of my prior orders because my son is lactose intolerant and CAN NOT have cheese as it said in history order or he could have severe complications with how intolerant he is. This showed in all of the prior orders I have placed in the past 2 1/2 yrs yet he said it didn't until I came back to pick up pizzas.
Apparently that didn't matter to the guy. He said they cannot substitute toppings (which they have always done except last time I called back in April 2009, when I got cussed out by the worker and had to drive 6 miles to another local).
Anyhow, just now I went in to pick up order in person and the guy said he would substitute but was not happy. When the pizzas were done, I asked him if he had the order history and THEN he went from no to yes. He said, "Yeah, but you change your number so much (they had my cell, wk and hm but same address and name WITH ALL prior orders including LACTOSE INTOLERANT!!!).
I told him if he had the prior orders from the prior orders, why was he treating me like that? He came from behind the counter into where I was waiting & ** walked towards me. He was standing in my face when he said, “You shouldn't have changed your number so much.” If you have all prior orders, what difference does it make? Again walking and laughing immaturely, ** said, “What do you want me to do about it?” I am appalled and totally fed up with giving Papa John's chance after chance. They hire teenage, morons, that are confrontational.
I will go up the chain with my complaints. DO NOT WASTE YOUR MONEY!!! You will be paying to get insulted and dehumanized. I am 41 and these 'kids' were laughing in my face. Fed up, last time. Hello Godfathers and Pizza Hut. Papa John's... I am a marketing consultant in the Omaha area and the way I and several others have been treated is ridiculous! You are losing margins with the competition by your insulting, teenage, confrontational, moron employees.
I see lawsuit after lawsuit if anyone has gone through what I have been through. Enough already! You won't be getting my money anymore and I will pass along to all of the newsletters and organizations I am involved in. Trust me, 1 customer can affect thousands by your bad behavior. Especially, in the lactose intolerant community which I am active in. I will go all the way up the ladder. I had always given your company a C, but now an F- for all of the children and adults that are selective with lactose intolerance. These will be forwarded to the right people! Even our organizations to warn others!
Never in my life have I let a food delivery and human incompetence get me worked up. But tonight Kitchener, Ontario Papa John's really took the cake! I booked my pizza order online at 8pm... As pricey as anything, but I was sold just to try it.
An hour and 25 minutes later, I get a call on my cell phone. I can't understand the guy, but I think he's down stairs...so I run down to let him in... Nope, not there...so I call him back...he says he's outside, I tell him I'm at the door and there is no one in sight. Honest mistake, even if my apartment was on the same street at the Papa's and 10 blocks away...so I stay on the phone with the guy, telling him every land mark in sight.- Being literally 20 feet from City hall being the main one. Nope. No comprehend.
Minutes pass, and he hangs up on me in the middle of his humming and hawing and mumbling. I try calling back, no answer, tried one more time...nothing again. I'm about to head back in when I realize my keys are on my table and my auto lock door is closed because I was chasing a delivery guy who got lost 10 blocks from his home base. (Even if he was close, I would have seen him. He was no where in sight...not even on the right block).
After 2 hours of being stuck outside, I get in to get the Papa's number, I call them and get a friendly fellow who offers me bread sticks as soon as he answers the phone... I asked him what was up with the pizza and explained what happened. (Now hungry as a horse)! The guy says "he couldn't find your place, it was a bad address." I told him I was standing in that address and on the street and didn't see him...
The guy on the phone develops a bit of an attitude and says "give me a minute, I'll talk to the driver..." 8-10 minutes pass while I'm on hold. WAY more than enough time to investigate the pizza issue. So I hang up and call back. The same guy answers on the first ring and says "hold please" and puts me on hold. I hang up and call back... This goes on for 15 minutes or so. (I was just working on principal after the 2nd time). At one point I shouted "NOOO" when they said "hold, the guy stopped and said "what...?" and I said "where's my pizza?" and he hung up.
FINALLY the next time I call they actually answer the phone like nothing happened with the "papa's" phone answering spiel...as if they weren't looking at the call display this time (as they were the first 30 times). Finally I ask this guy "where is the customer service papa's states they have on their site?" He says "You know what buddy, you should have called back about your pizza 2 hours ago! Don't call here again."
I will never call there again. I went into the Pizza Pizza that I live right above. I should have gone there in the first place. They have whole wheat crust, gluten free crust as well as crispy crust on top of their regular dough - on top of that, they have WAY more toppings and they have WAY better prices...what was I thinking trying to switch Papa John's? Never again.
KENILWORTH, NEW JERSEY -- Last Saturday we ordered pizza and mild wings. When the order came (around 8:45) the wings were spicy. When my boyfriend called back to let them know, they told him that they would just give us free food next time. We wanted our food right, so we declined and asked for them to send out a delivery guy with the right wings. At around 9:45 we still didn't have our wings so he called again. This time a girl answered. She said that as soon as one of the delivery guys came back they would send him out with our wings. We asked for our money back as well, since this is not the first time they've screwed up. They agreed.
At 10:26, our wings were still not here. I called this time and spoke with a girl and asked for the manager. She said she was and so I explained to her the situation. No apology, just an excuse that sometimes the wrong wings get put into the wrong box. I don't need an explanation, I need my wings. I also told her that I expect the delivery guy to also bring our $20.00. She said "OK" and that he should be there any minute. She also said that there is only 1 delivery guy working the night shift, contrary to what she told my boyfriend almost an hour before.
Finally, at around 11:00 or so, the man came with our wings. But, when he came he knew nothing about the refund for the order. He called the restaurant and then put my boyfriend on the phone. He spoke with a man (the one from earlier) and he said that we were NOT to get our money back and the girl who said she was the manager was "not the manager; she's new and doesn't know what she's talking about". We gave the driver the wrong wings back and he gave us our money.
At 11:25, my cell phone rang. When I answered, it was the same man, screaming at me that he was going to come into my house and take the money that we got refunded by the driver. He then proceeded to threaten my boyfriend, saying that "bad things are going to happen" and asking him questions like, "Do you know who I am? Don't ** with me", amongst other threatening allegations. He told us we had to bring the money back to the store or he was coming to get it himself. My boyfriend asked him, "What's the difference whether you give us free food now or next time?" He hung up on him because he had nothing to say.
Not knowing what to do, and completely freaked out, we called the local police who did nothing (surprise, surprise) and sat all night looking out our window to make sure he wasn't coming back. I wasn't going to give in AFTER they ruined our order, made us wait 2 hours, and never apologized. Every time we called it was like we were calling a different place. The only thing that scares me now is that this nut knows where we live. I will NEVER order from any Papa John's locations again. If he was smart, he would have eaten that $20.00 and possibly we would have gone back. Instead, he lost a lot more than $20.00; he lost a customer.
TAMPA, FLORIDA -- After a rather infuriating conversation with a PJ Manager I sent the following email complaint at PJ online. Not really expecting anything to come of it unfortunately. I hope you understand how upset I am that I'm actually taking time out of my evening and away from my family to convey to you how absolutely infuriated I am with the experience we had this evening.
I placed an order for delivery at approx. 9:00 PM & was told it should be there in 30-35 minutes. We're not strangers to deliveries being a little bit later than the estimated time. Things happen. But when we noticed that it was just about 10:00 I decided to call. We thought the driver may have been lost or something? I was told at that time that it was just coming out of the oven & should be here in 10 minutes. OK, so we waited 25 minutes and called again.
So, as you can see our 30 minute delivery has lapsed into the 1.5 hour time frame. Still no courtesy call from the location. We were STILL expecting the delivery. When I called again, for the third time, I was placed on hold for approx. 8 minutes because the Manager was "busy".
Imagine my frustration when I finally got him (Shawn or Sean is the only name he would give me) on the phone and he actually laughed when he said they DO NOT EVEN DELIVER to my address. They're located in Brandon, FL. I live in Tampa, FL. I was quite taken back by his carelessness and disregard to the issue. Especially since he was the THIRD person I spoke to tonight. He continued to talk amongst his employees about how this must be the order that was brought back because the address it DID go to said that they weren't expecting it. When I asked why I didn't receive a call then.
When they knew it was the wrong address I was told - "The driver can't call, he's hearing impaired." That may be true but what about the rest of the office? The amount of unprofessionalism that I had to deal with was beyond acceptable. He just kept saying that it wasn't him that handled the call, all of the employees there are new - none over a week, there's nothing he could do...
Basically accepting no responsibility what-so-ever. As well as whistling in the phone. So, after this lovely series of events I now have to listen to the Manager whistle in my ear while I'm speaking. I said excuse me to which he rebutted, "I don't know what you want. There's nothing I can do. You're not in our area." At this point I was done with the conversation. I asked for his name - He said Shawn. Refused to give me his last. When asked how I would identify him he said Shawn on 60. The only one there. Very curt and The one name he was quick to give up was his supervisor's which is **. But he wouldn't be in until tomorrow.
Bottom line, in my opinion, first the delivery address should have been confirmed. Secondly, this problem should have been caught at least on my second call. Not the third. Lastly, I feel that my situation was handled completely inappropriately and an extreme amount of professionalism and customer service could have been implemented.
I, as well as my family, eat at Papa John's regularly but I feel that this experience from hell will most certainly put a halt to future dining decisions that may involve this company. If the main problem here is lack of training. In all aspects. I might suggest it be put in place. I hope this email will be taken seriously as you can expect my family and I are quite upset.
COQUITLAM -- I tried to use one of their coupons that they have in the entertainment book. I was told that they were not accepting their own coupon. After speaking with the manager Michael who refused to honor their coupon - he swore and hung up the line after being challenged. Terrible customer service and a complete waste of time. Don't understand how they will stay in business if that is how they treat their customers. AVOID.
ADRIAN, MICHIGAN -- Finally moved to a town that had a Papa John's. For years I listened and viewed ads generated by Papa John's and how great it is. You know the catch phrase: "Better Pizza, Better Ingredients, Papa John's." So now I have lived in this town for 1 1/2 years and still haven't ordered Papa John's until last night. Just to clarify...I have popped into the Papa John's store a couple of times to look at the menu board and pick up a carry out menu and to chat a bit, but never purchased a pizza. One of the main reasons is the pricing I think was higher than our local competitors.
So here I am channel surfing and a commercial comes on for this $12.00, 5 meat, large pizza for a limited time offer. I thought what the heck $12 is reasonable for a 5 topping large and I ordered online for pick up. Back home now...my buddy and I grab a slice. We were famished...both took a bite at the same time. I just wish a video was running because I can not even explain the look on both of our faces at that moment.
To put it bluntly...I am 61 now and I have never experienced pizza so gross tasting in my entire life. From the looks on my bud's face I think the same applies to him. We tried to figure out what the nasty taste was, a spice, the sauce, don't know and don't care to know. BTW...the pie is still in my fridge. Free pick up only! Limited time offer! LOL. Don't think I want another Papa John's EVER. Also, the website wants me to put a star rating 1-5. 1 being the worse. It won't let me put a true rating of negative (-5).