Papa John's Pizza Complaint - Warning - Omaha Papa Johns - 97th & Q
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 ($39.56) with my credit card. I was told that it would be “just a little bit,” that “they weren’t quite ready.” I waited and waited. Periodically, I was able to check on the metal shelves to see if my name or address was on any of the boxes. About 6:55 pm, I finally noticed one box with my information on it. About that time, two young people who had been waiting about 5 minutes (hadn’t even gotten to the register to pay yet) got their 3 pizzas. I inquired about when they ordered and what time they were supposed to pick them up and was told they order about 5:15 pm on the phone and were told to be there about 6:50 pm. When I found this out I decided to take the 3 pizzas that now had my name on them and get a refund on the fourth. By this point I had already missed the majority of the first half of the game. A young African American gentleman had me look at those pizzas and low-and-behold, one was incorrect. There was a thin crust beef, a thin crust green pepper, and a regular crust Hawaiian barbecue chicken with tons of onions, pineapple and no bacon. Now I wanted to take my two correct pizzas and get refunds on the other 2. He insisted I take the incorrect pizza and get the refund for two, or even all four. At that point there were close to 20 angry, frustrated people in the store and I asked if I could come back tomorrow for the refund since it was such chaos. They thanked me for understanding and told me I would need to ask for Louis tomorrow. They even had me fill out all of my information on a napkin (name, phone number, order, total/$) so Louis 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. Louis 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 embarrasss your establishment with my complaint. I should not have been so considerate. When I explained the situation to Louis 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 f-ing 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, Louis’ 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.