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.
TULSA, OKLAHOMA -- I make my 1 pizza order online at 8:30pm. Two hours later, at 10:30, no pizza. I call the store, and get on the phone with the manager. The manager says, "Oh, you know what? We actually don't deliver to your area after dark..." This would have been fine, except I have ordered after dark from Papa Johns about twice a week for months. She was trying to BS me. When I told her how often I order after dark, she switched, and said, "Oh well actually the real problem is we are just slam packed tonight, and have only one deliver driver, and there are still 11 orders ahead of you."
I can understand being jam packed, but I was just thinking, "So what, you weren't going to call or anything? My pizza just never would have arrived?" But I didn't say that, I just said that I understood and what were my options. She said, "Well, we can wait and just see when your pizza arrives, or I can credit your account for the full amount for another time." I told her I would take the credit, and thanks. I go to sleep around midnight.
TO MY ASTONISHMENT, at 1:30 in the morning, someone is knocking on my door, and calling my cell phone. Its the delivery guy. He is holding my cold, hard, 5 hour old pizza. After waking up and getting dressed, I answered the door and told him that although I appreciated him showing up, I had already opted to take credit for another time, and was sleeping. He said that I might as well take the pizza, that I will still have my credit. I took the pizza from him, threw it on my counter, and went back to sleep. He is lucky I was a cool gal who didn't freak out at him for waking me up in the middle of the night, like I know so many people who would.
Two nights later, I want my pizza. I call to make the order, and told them that I want to use my credit on my account. The girl on the phone just says, "You don't have any credit, what do you want to order?" I explained what had happened, and she said again, "If someone gave you credit, I would see it here, and its not here, so what do you want to order?"
I asked if there was a manager I could talk to, like the one that I talked to the other night. She said that the only other employee there was her shift supervisor, and that he would say the same thing. I asked when I could call back to talk to the original manager I spoke to, and she just said, "I don't know, maybe tomorrow or the next day."
I thanked her and hung up. I am needless to say, upset, and disappointed. Its just a pizza, and I'll live (I guess lol) but I just wish that they kept better communication. I wrote a letter to their customer complaints site, does anyone know if this does any good? Thanks.
OHIO -- For those who were not aware of the story... A franchise owner of a Papa John's Pizza in Washington had 20 t-shirts printed up with "Crybaby 23" and the Papa John's Logo on it. The shirt was a stab at Cleveland Cavalier player, Lebron James. Out of the 20 t-shirts printed, 8 were given out at the game and ONE was shown on camera. After 200 complaints were made from CAV fans, our local Papa John's contacted corp. to find out what to do with the complaints. They were threatening to boycott, etc.
After corp. investigated the issue, found the owner that gave out those t-shirts did so on his own and it was not approved by their corp. offices. To apologize to the CAVS fans the corp. office of Papa John's approved the sale of one large, one topping pizza for pick-up only at all the 40 local Papa John's Pizza places for only 23 cents (23 being Lebron's jersey number). They were to sell these pizzas (one per customer) from 11 am until 10 pm on April 8. Other locations in Columbus, Cincinnati and surrounding areas join in... making a total of about 80 locations.
Anyway... I just wanted to give a "KUDOS" to all those workers that worked so hard to keep everything running smoothly. Yes, there was a long wait, but everything was in order and out of all the 80 locations and hundreds of customers waiting in line at each, there were only two arrest for disorderly conduct. When I got in to place my order, I was very impressed on the way the young ladies and gentlemen were working as a team to get everyone taken care of. I felt for the girl who was hand tossing that pizza dough all day... I'm sure she's feeling it now... but KUDOS to all those young workers.
Papa John's is also donating $20,000.00 to the CAVS charities AND they paid their workers time and a half for their job yesterday as a encouragement for them NOT to call off work. They had workers working throughout the previous night making dough, chopping veggies... they did NOT make up the pizzas ahead of time, which would have saved a lot of time... but they said all pizzas will be made at the time the order, to ensure freshness. The location I went to, had sold over 700 pizzas. The rep. from the corp. office said they were prepared to supply 750,000 pizzas for this promotion.
They had truck deliveries throughout the previous night getting all the supplies out and they had people just putting hundreds of pizza boxes together since Monday. GREAT JOB! Oh… and what did the corp. office do to the guy in Washington that caused all of this? They said, "We had a talk with him and advised him not to do that again" LOL... something tells me this was all a publicity stunt from the beginning, great advertising and the charity donations will be a write off.
PS... Basher agrees that Lebron James is a big cry baby. But so were the fans who complained about the t-shirt. I don't see any difference between what the guy in Washington did with the t-Shirts, when our business hang "Pittsburg Sucks" signs in their windows downtown!
CAMBRIDGE, OHIO -- My family being hungry, I turned to the staple food every family of five desires: pizza. We're new in town and don't know many pizza joints here yet, and we know that the usual city exchange followed by 7272 on the phone will get you to Papa John's pizza. After trying several of the city exchanges in our town and not getting PJ's, we decided to order over the web.
Ordering was simple enough. Little did we know this would be the beginning of our woes. I paid with my credit card over the phone and that was that, or so I thought.
I was telephoned almost an hour later by an irate pizza delivery driver demanding that I answer my door. I walked to my front door and found nobody there, so I tried the back door. Nobody there either. I told him nobody was at either of my doors. He then read off to me an address I didn't reconigze, so I informed him that there's a mistake somewhere - (this) was my address. He said there was no such address in the city of Marietta... which is 65 miles from me. We've also never lived there. How they got that city is beyond me.
I was told by the driver to call the manager of the local PJ's, local to me, not him. I did so and explained the situation and was promptly rebuked for trying to steal a pizza. I informed the manager that all he had to do was call the Marietta PJ's and they would inform him of what was going on. I was placed on hold and the manager did as I directed - THE SOLE SAVING GRACE OF THIS WHOLE FIASCO.
When the manager came back on the phone he advised me that this was all my fault since I should know the online order form does not work right. I was informed that I should know that only one in five orders done by the online form actually goes through. I should have known, I guess, even though that's directly contradictory to what many advertisements on television, radio, and newsprint tell me.
Meanwhile, the manager of the local Papa John's is also talking to the manager of the Marietta Papa John's. When the local manager came back on the phone with me he advised that I should call the Marietta PJ's and cancel my order... YOU F*$KING THINK SO? I did just that only to receive an email about five minutes later stating that they canceled my order but would not refund my credit card because "my bank doesn't authorize it". I think, being a long time customer at my bank and being a good customer that there would be little problems refunding monies into my account. If such is the case, and it is not, I will be switching banks Monday morning (it's Saturday night now). No, friends, this is not the case. It's simply Papa John's wanting to get paid twice for one pizza.
For the love of God, Dharma, whoever you worship... don't use the online order form for Papa John's Pizza.
BRADENTON, FLORIDA -- After repeatedly ordering the same old, same old, we decided to try 2 different pizzas one of which I really, really did not care. I left notice of this on the feedback section of their website and was contacted w/in the week by our area district manager via telephone and w/in a month via mail by VP of operations. I have never had a company respond with such genuine interest and professionalism. They now have a customer for life!!!
ARCHDALE, NC -- I purchased a large 5-topping pizza which I ordered online. When I got the pizza home and started to eat it the dough was not cooked. I could pull/stretch the dough out. This will not in any way deter me from ordering again, just want them to get right!! Thank you.
HOLLYWOOD, FLORIDA -- I waited 1 hour and 20 minutes for my dinner to be delivered. When it finally arrived, with no apology for taking so long, the chicken bites were hard like cardboard and the pizza was cold. Cost $21 dollars and I was so disappointed that I called to complain and was offered no remedy, no nothing. This was the first and last time I waste my money at Papa John's pizza.
OAK FOREST, ILLINOIS -- The commercial looked good, idea sounded good, pizza was a big disappointment. We were glad we did not get the standard ingredient - pickles - on the pizza. The portion of meat was White Castle-ish, tomatoes were few and mostly green, there certainly was not a 'double' portion of the cheese and/or meat. The crust was OK, it was baked perfectly, and the service was good. But Beggars, Pizza Hut and Palermos are better sources for pizza - IMO.