Papa John's Pizza Complaint - Terrible Management & Service
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 [snip]. But he wouldn't be in until tomorrow.
Bottom line, in my opinion, First and foremost 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.