Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/25/25 I placed an order at 746 PM. At 900pm I still had not received my order and made several attempts to contact the store. I finally got a hold of the manager who said his name was ****. I asked for an update and to let him know that my order had still not been delivered. The "manager" starts yelling at someone in the back ground telling them they did not clock in and says this multiple times before returning to ask me my address for the 5th time. He then told me the order would be there and to wait and hung up. At ********************************************************************* a refund. he huffed an then I heard hold music. I remained on hold for 11 minutes. He came back and then said how can I help you and I said you placed me on hold I was-then I heard hold music again. He then came back 6 minutes later and said "I cancelled it". I asked for his name and he said I already told you my name. On this call he did not tell me his name so I was not sure if I was speaking to **** or someone different. I let him know I just want the name to confirm if I need to with my bank that It has been cancelled and by who. He hung up on me. I then called the store back and he answered and said his name was *****. This was the worse customer experience I have experienced. My household did not get to get anything to eat because we waited 2 hours for this order just to have to get a refund and never get the pizza. This has caused me emotional distress and I feel that he was very intimidating and threatening in his tone with me.

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 27 Nov 22 at around **** I ordered a pizza from the ******************* App, order #**********. The price was $28.12. I have been ordering from this location to the same address with the same account for over 10 years. The order was for delivery, as usual, for a $5.50 delivery fee. I noticed after quite some time on their PapaTracker delivery tracking service that the order was now being delivered by DoorDash and not PJs like usual. I waited for my pizza to arrive, and after quite some time after it allegely left the store (over 45 min) I checked the tracker and it said that my pizza had been delivered. I had not received the pizza, so I checked the app and it said it had been delivered to ****************** instead of ******************, clear on the other side of *******. I contacted ********, but since the pizza was ordered directly from PJs and not through them they could not help me. I called the restaurant, pressed 2 to get help with an existing order, and was transferred to a line that rang 3 times and then went to a voicemail box that was full. I called back, same thing. I waited 5 minutes, tried again, same thing. So I call back and pressed 3 to make a new order just to see if a human would answer and they did, and transferred me to the same line with same voice mailbox. I called back a 4th time and was put on hold immediately before I could speak and sat on hold for more than 5 minutes. I called back a 5th time and explained to the employee what happened and he said he would transfer me. I told him nobody was answering and asked him to get a manager and he said he couldn't and that all he could do was transfer me. I told him nobody was answering the phone and he became annoyed and told me the only thing I could do on that line was order another pizza which I would have to pay for. I sent an email to PJs corporate and heard nothing. For 3 days now I have been trying to call the restaurant and all I get is the full voicemail box and employees who refuse.