LOUISVILLE, KENTUCKY -- I ordered from Papa John's online website tonight and had a horrible experience. I ordered the MegaXL -3 topping pizza that was on special for $11.99, and put in my 3 toppings, which were all supposed to be on the whole pizza. I ordered light sauce, and normal crust. After I submitted the rest of my order and received my confirmation, I noticed that the pizza portion was incorrect. It had ham on the whole pizza, but pineapple on one half and mushrooms on one half.
The website directs you to call the local office to make changes to your order or to cancel it, so I called the local number it provided me. I explained to the man that answered what happened, and he first tried to say that my order had already left the store! Since it had only been about 5 minutes since I had ordered, I expressed incredulous that my order had already been completed. He put me on hold, and then came back and said he would have to order a new pizza. I gave him the order and he asked for my credit card. Then said that I had already paid so this would be paying twice.
He then went to get the manager. The manager, and I use the term lightly, was a rude woman who proceeded to tell me that the store couldn't make any changes to an online order! I asked her if they physically made the pizza in her store, or if it was made somewhere else. When she said the pizza was made in her store, I was speechless, because how do you try to tell someone who obviously isn't playing with a full deck, that if the pizza is physically made in the store where she is, and the online order is slightly off, it would be very easy to correct it?
I mean, did she really need to get a call from the corporate office to tell her to put pineapples and mushrooms on the whole pizza, instead of half and half??? But she told me I'd have to take it up with the corporate office, yes she did! I read to her what the website says - that if you have changes to call the local office, and the phone number it gave. Again, she said that it was the right phone number, but she wasn't allowed to make any changes so she was going to cancel the order! And then she hung up. So I'll check to see if she did cancel the order - I'm not certain I should trust someone with her obvious lack of intellect.
So there's my story. An unbelievably stupid manager, who I wouldn't allow to supervise my cat, let alone a store. I called the corporate office to complain, but of course, they're closed and no message number. I can tell you I won't be ordering from Papa John's anytime soon. Horrible service and complete stupidity. I hadn't ordered from them in months since the last snafu and it will be a cold day in July when I do again. I'll spend my money elsewhere.
BEAUMONT, TEXAS -- So me and my sister decided to order a pizza from Papa John's to be delivered to us b/c it was late and cold outside so we both did not want to get out. I had ordered from them at least 3 times within a few months. Well the delivery guy decides to act like he came by my apartment complex and called my cell phone to have me come down and open the gate.
So 40 minutes went by and then the Manager at the store decides to call me and inform me that the delivery guy already came by and no one answered my cell phone but that he was on his way back to my home. Mind you the delivery guy never called my cell b/c if he did I would have answered like I answered the Manager when he called from the store, but I wasn't angry I went and stood outside in the cold for a couple of minutes waiting on the delivery guy who never showed up.
So I called Papa John's back and the young lady informed me that the driver went on another stop and would be back by my home in at least 30 min. I ordered the pizza almost an hour ago by now which means that my pizza would not have been fresh. So b/c I paid over the phone with my debit card, (which they had already charged and ran through) I decided to go up to the location and have them make me a fresh one b/c the delivery guy still was not there.
Well the Manager basically called me a liar in my face by saying that his delivery guy did call my cell b/c he said so, so I asked the manager if he wanted to see my call log to prove that he didn't call me and also asked the manager to get the delivery driver out here to talk to me, he refused both.
So get this they still had charged me a delivery fee, but in order for me to get a hot and fresh pizza I had to get into my car and go up there to get my own pizza. So when I asked him to credit the delivery charge the manager told me that he couldn't do that, and that I would have to call their business dept. in the morning. So I told him to keep his pizza and credit my whole card for the full amount. After going back and forward with him, he finally did.
Well by then I was very upset, b/c I couldn't understand how I as the customer had already paid them for the pizza to be delivered but had to go and pick it up myself and he still wanted to charge me for the pizza and the delivery fee b/c his driver told him that he had called me, but he would not look in my phone to see that the only call that I had was from him, or call the driver to have him come and speak with me.
So I guess he got upset and the Manager decides to pick the pizza up off the counter next to me and throw it on the floor. HOW RUDE and degrading. So when he did that I got very upset and asked him to call his Supervisor over him right now, but he wouldn't. Well this morning I called the office and spoke with the guy over all Papa John's in Beaumont Texas and he stated to me that he knows that his driver does not lie b/c he is one of his experienced drivers and that he did call me. He also told me to try another competitor.
He wouldn't let me talk at all. He was rude as well. He also would not give me the owner's number to speak with him. I told him that I will make sure that everyone that I know hears my story of what happened. He threatened me with defamation on the business. But I don't feel that it is that. When you shop somewhere as a customer and spend your money you deserve to be treated like one. They were rude and I will never order from Papa John's again in my life. Pizza Hut all the way!!!
PHOENIX, ARIZONA -- On 12/10/12 I discovered a transaction that I did not generate against my Visa 123 Rewards Credit Card. The card was still in my possession and I had not ordered pizza from anyone. On my CC Transactions Ledger it identified store 1651 (16th Street/Glendale) as the store that had accepted the card. I called the store and the shift manager ** tracked the transaction to Friday 12/07/12 @ 7:57PM.
He informed me of the phone number used to place the order (not mine) and gave me the name of the person whose account is associated with that number, and their address, but then discovered that the order was placed online, but had been picked up in the store. I then asked why they didn't ask to see the CC as they do when I place orders. ** told me they're supposed to but obviously did not. I suggested this changes the culpability of Papa John's and asked for my money to be refunded.
Ten days later, armed with a Police Report and 2 conversations with Papa John's Corporate Customer Service, I haven't even had the courtesy of a return call from anyone representing Papa John's. Perhaps in fairness I should have told ** what I do for a living, but I am confident that he (they) will all learn in time.
I am looking for others this may have happened to during the past six months to one year, especially any that may have involved this store although it is a Corporate owned location, so other corporate stores will also be helpful. The Police Report is entitled "Theft by Fraud and Forgery" and the lack of fiduciary on the part of Papa John's suggests that this lack on their part is acceptable, which it is not. As such, in my opinion that assume liability. Their unwillingness to provide the name of the employee who failed to do their job is in essence casting protection upon them which also increases their culpability.
Arizona is one of a few states that have adopted their own version of the RICO Act (Racketeering Influenced Corrupt Organizations Act) which violation can be charged for activities involving two criminal acts in a 6 month period. Obviously you can see my intent. They didn't want to settle by doing what was right for $13.69. I will get their attention with this action.
If you have been victimized by criminal actions at the hand of Papa John's, please let me know the details and you can trust that in the end we all will bring these unlawful acts to an end. I have been researching all of the complaint sites and much has been unfolded about Papa John's and their business tactics and lack of ethics. There is little doubt that the lack of fiduciary on the part of one of their own will support my basic complaint but if I've got to take the time to do this, well let's do it right then and show them where we stand.
SUN VALLEY, CALIFORNIA -- My friends and I had a terrible argument today at Papa John's with their employees. They were straight disrespectful, not listening to a customer, and yelling at a customer whereas the customer was calm and was trying to explain the situation. ** claimed to be the manager of the branch, a 22 year old, inexperienced kid was defending his misdeed at all cost. He was shaking, sweating and appearing nervous when coming back at a customer with rudeness. I warned him that I will publish this to people to see and decide whether this is a proper business act, and he said "go ahead", sort of I'm not afraid of that.
They overcharged us when delivering a pizza and didn't leave the soda with it. When I called the store asking them to redo the order, **, the manager, probably didn't like the way I told him that I want my pizza with a soda, so he decided to defend his primary decision that he can't help me, saying that he won't do it. I told him that I am a long term customer have been shopping at that branch for over a year already. And I did spend about $150-200 minimum a month at that location. I said that I wasn't satisfied with my order, he refused to go extra mile to amend the situation in a very rude way, while my friends were witnessing this in shock.
So we decided to go see that face live at the store. As I said it's an inexperienced kid carelessly making an absolute business blocking decisions and leaving a customer with a bad taste in the mouth even when we got there. There was another girl, an employee, arguing with me at the same time. Two people were actually yelling while I was trying to explain something. The girl refused to give me her name. But **, I got that right from the beginning, otherwise he wasn't going to provide that either, because he told her not to say her name, smiling, apparently to play on my nerves.
He was trying to make me look like a clown, saying "on the phone you said you'd embarrass me in front of customers, but you're embarrassing yourself right now.” He was making fun of words I was saying without applying a proper thought. Talking back, nasty, unprofessional. The girl with an oily clogged pore face was yelling straight in my eyes bulging hers, so loud as if I stole her purse. It was an atrocious experience. I told her let me talk. Then she yelled with spit "I AM TALKING." Total disrespect!!!
I just wanted to punch that ugly face for such a nasty affrontation. I'd rather let the karma take care of this. Anywho, this was a shocking, very disrespectful people work at this place!!! I will never use this store and will redirect all of my adherents from that nasty attitude pizzeria. I'm not a picky customer, nor an ** like they treated me as I always tip, but if you screwed up the order, and if you rudely refuse to fix it, then you'll go to the dogs with this!
PS: ** called cops alleging that we are threatening him. I told him that I am not threatening, I'm trying to talk to you and he was still stuck, too stupid about us threatening and reporting false claims to cops on the phone!!! My friends really hated that guy his cocky attitude. This is unacceptable!
SAN JOSE, CALIFORNIA -- My husband and I were sitting down watching TV and being LAZY when I ordered a COMBINATION from Papa John's on Saratoga Ave. She said the delivery would take 70 minutes. After almost 75 minutes the delivery man showed up. I signed the paper for the credit card and put a 4 DOLLARS tip for the driver. After opening the box, I noticed that instead of COMBINATION, he brought this pizza which had white sauce with pineapple and chicken. I was so angry because we waited more than one hour for the pizza.
So I called the place. First they put me on hold for more ten minutes, so I called again. This time the guy wanted again to put me on hold when I told him what had happened. To my surprise, in a rude way he said "Now what do you want me to do about this?" I really didn't know how to answer him back. So I asked to talk to the manager. He surprised me more when he said that he WAS the MANAGER. That really made me more upset. How could a TRAINED MANAGER deals with this kind of situation in such a rude way?
So I said "You are the manager and you ask me what needs to be done??!!" He said: "I can have a COMBINATION pizza ready for you but the delivery is 70 minutes." I started raising my voice and said: "I just waited more than one hour to get a wrong pizza, now you want me to wait for another one hour to get the RIGHT one?" He said the only other things that he could either give me credit or I go and pick up the pizza myself." Great... My husband really was craving for pizza so I told the manager that I would take the other pizza back and pick up the right one.
I arrived at the place in about 20 minutes. One customer was there. Not busy at all. As I was getting out of my car, I realized that I was so upset when leaving the house that I completely forgot to take the WRONG, bad taste pizza back to the store and left it on the kitchen counter. I went inside and told the guy who introduced himself as the manager that I was there to pick up a COMBINATION pizza. He asked: "Did you bring the other pizza back?" I told him that I forgot and he had the NERVE to tell me that he would not give me my RIGHT pizza unless I give him the WRONG pizza back!!!
I was so furious and angry...I told him how upset I was with their service and all he had to say was that this kind of error happens all the time during the day, everyday, and nothing that they can do. So I said: "Give me the credit." And he did... He did not give me my RIGHT pizza back, because I did not have the WRONG pizza with me, but he gave me the credit back without getting the wrong pizza back. This is how the customer was treated....I will not go back and I will make sure that as many people as possible to hear about this experience...They lost my business and they will lose more.
OMAHA, NEBRASKA -- I placed an online order Saturday 2/6/10 at 4:32 pm (for pick-up Sunday 2/7/10 at 6:00 pm from the 97th & Q location in Omaha, Nebraska. I chose pick-up because I figured that would be faster and more convenient than delivery during the Super Bowl. I ordered a large thin crust beef, a large regular crust beef, a large thin crust green pepper, and a large thin crust Hawaiian barbecue chicken (but no pineapple, no onion, plus three cheese blend, plus bacon).
On Sunday 2/7/10, I arrived at the store about 5:55 pm. I waited a few minutes for those in front of me to be helped and then paid for my order ($39.56) with my credit card. I was told that it would be “just a little bit,” that “they weren't quite ready.” I waited and waited. Periodically, I was able to check on the metal shelves to see if my name or address was on any of the boxes.
About 6:55 pm, I finally noticed one box with my information on it. About that time, two young people who had been waiting about 5 minutes (hadn't even gotten to the register to pay yet) got their 3 pizzas. I inquired about when they ordered and what time they were supposed to pick them up and was told they order about 5:15 pm on the phone and were told to be there about 6:50 pm. When I found this out I decided to take the 3 pizzas that now had my name on them and get a refund on the fourth.
By this point I had already missed the majority of the first half of the game. A young African American gentleman had me look at those pizzas and low-and-behold, one was incorrect. There was a thin crust beef, a thin crust green pepper, and a regular crust Hawaiian barbecue chicken with tons of onions, pineapple and no bacon. Now I wanted to take my two correct pizzas and get refunds on the other 2.
He insisted I take the incorrect pizza and get the refund for two, or even all four. At that point there were close to 20 angry, frustrated people in the store and I asked if I could come back tomorrow for the refund since it was such chaos. They thanked me for understanding and told me I would need to ask for ** tomorrow. They even had me fill out all of my information on a napkin (name, phone number, order, total/$) so ** would have a heads up. I did this gladly and left with my incomplete and incorrect order.
Today about noon I used my gas and time to go back to the store. I brought my printed out confirmation e-mail as well as my receipt. ** was initially on the phone and while I waited another customer came in behind me. I let that customer go first both to save him time as well as not embarrass your establishment with my complaint. I should not have been so considerate. When I explained the situation to ** I was told more than once that he couldn't do anything about it because it was yesterday. I told him that had I been told that information the prior night, then I would have insisted on a refund right there.
When I repeated that I wanted a refund I was then told that I would probably have to take it up with “the Lincoln office.” When I again insisted that something be done now, he opened up the cash drawer, pulled out two $20 bills and threw them on the counter saying “I'll just give you your ** money.” Before leaving I asked if I should take my information and he grabbed it back saying he'd keep it. And this was all in front of my 2 year old son.
Let me say that I was more than pleasant and patient during both of my visits. During my pickup attempt things were absolutely crazy. All of the employees that night were nice, although that didn't get me my pizza. The young girl working up front was visibly upset and I saw her crying behind the front area after another customer was a little more confrontational and demanded an immediate refund. I made sure to tell her I knew it wasn't her fault and I appreciated her help.
(I still don't understand why they kept taking phone orders even after I heard a manager say to stop taking them shortly after I arrived). And today I started the conversation out very understanding of how busy they had been and that I tried to help by deferring my refund until today. However, ** behavior and actions are what prompted my letter. I have never been made to feel so insulted as a customer or consumer. I went above and beyond with my patience regarding numerous mistakes by your employees and was treated horribly. There is no excuse for that.
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.