Complaints

This profile includes complaints for John's Incredible Pizza Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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John's Incredible Pizza Co has 16 locations, listed below.

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  John's Incredible Pizza Co

  22342 Avenida Empresa, Suite 220 Rancho Santa Margarita, CA 92688

• 

  John's Incredible Pizza Co

  3010 Plaza Bonita Rd National City, CA 91950

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  John's Incredible Pizza Co

  3700 S Maryland Pkwy Las Vegas, NV 89169

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  John's Incredible Pizza Co

  14766 Bear Valley Rd Spring Valley Lake, CA 92395

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  John's Incredible Pizza Co

  4555 N Pershing Ave #1 Stockton, CA 95207-6739

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:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Concern Regarding Teachers Choice Award Redemption Experience The certificate clearly states "Valid with Regular Adult Admission," but nowhere does it mention a limit of one award or certificate per adult. Additionally, your website mentions that "These offers require a regular Adult Admission purchase per redemption," which again does not clearly define whether redemption refers to a visit or a single certificate. As a parent, I interpreted per redemption to mean one redemption per visitnot one child per adult. This lack of clarity is particularly concerning for families with multiple children. What is a single parent with two or more children supposed to do if each child receives the certificate? Or in my case, how are two parents with five childreneach of whom earned a certificatemeant to fairly utilize this offer? It feels as though this policy unintentionally penalizes families with more than one child, when the purpose of the program is to celebrate student achievement. To make matters worse, the staff at the ********** location were not helpful or courteous when I sought clarification. The front gate associate rolled her eyes and spoke to me in a condescending tone when I asked for assistance with the kiosk. The Store Manager, ****** ******, seemed irritated before even hearing my concern, and offered no support, alternatives, or explanation. We ultimately paid for our childrens admissions since we had already planned the day to celebrate their accomplishmentsthe entire experience left us feeling disrespected. If this award is being distributed widely to students in grades TK6, then the redemption process should be clearly communicated, accessible, and fairespecially for larger families or single-parent households. I urge your team to review the language used on the certificates and website, and to provide better training for staff to ensure guests are treated with kindness/respect.Corporate ID ************** Receipt Number 09-1452261/09-2452483

  Business Response

  Date: 06/23/2025

  Hello Seritha,

  We received your complaint through the Better Business Bureau. We always appreciate feedback and welcome it if you visit our website www.johnspizza.com/contact. 

  Regarding our Teacher's Choice Awards program, we have been doing this program for many years and we have received comments from parents such as yourself that may have more children than adults in your household. We appreciate that every household dynamic is different so when there are circumstances where you need another adult to meet the criteria for redeeming the coupon, we suggest another adult relative or friend could be part of the visit or you may use it for another future visit before it expires. Each coupon is individual so the "valid with regular admission purchase" is meant to be seen as that coupon requires its own adult purchase requirement. We are happy to revisit the legalese for the next set of awards we do for Fall 2025 and thank you for letting us know if you found our current terms on the coupon confusing. We apologize if you felt our store management was not helpful in explaining the terms of the coupon. We will regroup with our store management to make sure they help offer suggestions. 

  We will not be offering a refund but if you would like to have our store management follow up with you regarding your visit, we suggest you reach out to us at www.johnspizza.com/contact. Thank you again for your feedback.

   

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Visited 3/24/25, spent $131.47 for buffets and game cards. The buffet only had about 15% of the food that should be out. A good majority of the games were broken after sliding card and using credits to play. One machine was literally falling apart. I asked an employee to talk to a manager, he said the manager was gone. I called spoke to a customer service person 3/25/25, he said someone would call, didn't get call, called customer service 3/26/25. Submitted complaint on website. Talked to ******** at location 4/6/25, he offered passes to come back, told him do not live there and want refund. He said he would "talk to HR" about a refund. He called back 4/7/25 said couldn't give refund & again offered passes for my "family member" who lives there. Told him my 75 year old mother-in-law has no interest in going there on her own. I sent message 4/7/25 through website for someone to contact me and help me understand how I spend over $100 there, do not get what I purchased and they won't provide a refund.

  Business Response

  Date: 04/16/2025

  We have reviewed all of the correspondence from the guest and our Operations teams in addition to researching the guests activity at our store. The guest played in our Fun World for over one hour and 30 minutes and depleted almost all of their Fun World credits so they spent plenty of time for the money spent. When the guest contacted us to say their visit was not satisfactory, we offered complimentary passes to invite the guest back. The guest refused the free passes and claimed they would dispute the charges with their credit card company. We believe that the guest did spend more than adequate time for the purchases they made and we attempted to rectify the matter, which the guest declined. A refund is not necessary and will not be granted due to the length of time the guest spent at our venue. If the guest would like the complimentary passes we initially offered, we are happy to furnish those if we are contacted through the BBB by 4/30/25. After such time, we will consider the matter resolved and appreciate the feedback.

  Customer Answer

  Date: 04/16/2025

  We spent 90 minutes there visiting with my mother in law.  It's apprehensible that managements response,when we spoke, related to broken games was he was aware and now is indicating we received adequate play for our money. The stacking tower game, literally fell apart when we tried to use the controls. I earn over $100k per year and do not need to embellish a situation to gain a refund. I wany a refund as we didn't get what we paid for and have no interest in passes for a restaurant where we do not live.  As indicated I would like a refund.

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hello, My name is ****** ******, I booked an event at Jonh's incredible pizza. ****** location at 1pm on Monday Oct, 7th, 2024. As I was greeted into my event, I realized there was no ventilation in the event room where my event was being held, except a ceiling fan. I kindly asked the staff about air condioner in the event room and they told me the ceiling fan was the only source of air. I then went to get food at the buffet and there were only 3 options of pizza available, I went over to get pasta, and the pasta looked like it had been sitting there for 35 mins or longer. I asked the staff who was a supervisor, who's office is located next to cabin fever dining room for fresh spaghetti noodles and she replied "these are fresh." I then responded and said, "they look like they been sitting here a while, can u put fresh pasta out?" she then replied " these noodles are fresh." The supervisor was adamant about not putting out fresh pasta at the buffet I paid for. Also when it was time to cut my cake for my event I asked for a cake knife and the same supervisor who didn't want to put out fresh pasta, gave me a butter knife, I then asked "Are you serious?" she responded "yes." This treatment at a restaurant is completely unacceptable. and I did not receive the best experience as promised. I paid my money for a promising experience and the customer service was completely unworthy. I did not get the best experience as promised. I would like for a district manager to contact me as possible, and I am requesting a full refund for the event that I purchased here at John's Incredible pizza. Kind Regards,

  Business Response

  Date: 10/29/2024

  Hello BBB of **************,

  I received your letter today, 10/29/24, that was forwarded from our ****** location in ******, **. I have looked into the guest complaint for the guest ****** ******. ****** has a guest feedback system and we created a ticket for Ms. ****** on 10/8/24. Our store management contacted the guest on 10/15/24 and our Store Director contacted her again on 10/25/24. We offered Ms. ***** a generous combination of free passes (4) and FunCards ($30). This has been resolved and we feel the guest is now satisfied based upon our conversations. In the future, please have all BBB correspondence regarding John's Incredible Pizza Company and any of our nine locations be sent to my attention at the *************** ****************************************************************** or emailing me at ************************************** Thank you for making that update. 

  Best regards,

  ***** ******

  Director of Sales & Marketing

  Business Response

  Date: 11/08/2024

  We have responded to this guest that reached out to us three times separately (guest feedback tickets 98734, 98692, and *****). On October 28, our Store Director ****** ***** issued the following complimentary items to rectify the situation: 4 admission passes, a $20 FunCard, and a $10 FunCard. We apologized and provided the items to invite Ms. ****** back to have a better experience. We consider the complaint handled and we hope to see Ms. ****** back again soon.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I visited Johns in ********** Thursday October 10th, 2024. I paid 69.92$ for myself and credits for my nephew whose birthday I attended. I loved this place until about 3 years ago. Ever since, the quality of service and food has dramatically changed. The prices have gone up and the food itself is changed or removed to save money. For example, you were able to order custom pizza as there is always available trays that do not have pizza on them. This has been changed. On a busy day, its understandable to not allow this, but most weekdays are practically empty. Before there was fried chicken legs and thighs and French fries. Chicken was replaced with nuggets which taste frozen and baked leaving an undesirable texture and flavor. French Fries removed entirely. Dishes are never properly cleaned and very frequently have hard food crusted on to them. Employees refuse to allow customers to ride rides until the rides can be completely full, Ive had to wait up to an hour a few times. There is a laser beam room which has sat for years broken yet running, which I assumed is to take the credits of customers who believe they are paying for a game when in reality the game doesnt work. Not to mention over a quarter of the games are either out of order, or not properly maintained. There is many throwing games without objects to throw. Many games where buttons are broken making them impossible to win. There is games where the card reader will read your card twice per 1 swipe taking more credits. The amount of broken games is ever growing. Just on this trip alone, My nephew and I were SCAMMED out of about 80 credits and an unknown amount over the years. Ive asked before to be reimbursed but the workers simply state there is nothing they can do which I understand theres not much workers can do to fix the games, but they are very rude and degrading when it come to solutions and requests. Overall, I think they should close doors or seriously rehabilitate. Its not fair to anyone.

  Business Response

  Date: 10/11/2024

  Thank you for sharing about your recent experience at ******* We are happy to explain some of the changes we have made to our Endless Buffet. We now offer chicken nuggets instead of chicken legs because we are able to provide a better consistent product that our guests have enjoyed since we made the change last year. We have not offered fries in over 15 years, however, we do offer other delicious sides such as potato fritters, mashed potatoes, and baked potatoes. All of our pizzas are available upon request. On the empty pizza pans and on the buffet we display a sign that indicates we are happy to make a pizza if your favorite variety is not presently available.

  We have opened a guest feedback ticket on your behalf. Someone from our Operations team will be in touch with you soon. Thank you.

  Customer Answer

  Date: 10/14/2024

  The food is definitely the least of worries however it could be improved and I can understand the changes. However, the fact of the matter is that nothing could be said about the state of the games means no responsibility has been taken for that. I would suggest getting your games fixed. As for someone responding back to me personally I havent heard. If this isnt resolved and no action is taken, I will definitely be returning to take pictures of the state of the arcade section. 

  Business Response

  Date: 10/14/2024

  Hello again. Our Store Manager called you on Saturday, October 12 and when we indicated who we were, the phone was hung up. Maybe there was a disconnection so we will make another attempt to call you today (October 14). We hope we will have the opportunity to speak with you. Thank you.

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Today 09/20/24 around 2;15 pm my son was attacked by an older Woman at **** Incredibles Pizza at ***********************************************. She was threatening my son with words. She said my son had told her something. I did call my son but he said no and I was next to him. How ever the lady was looking at my son with so much hate and saying that she will fight him or do something to him. I escalated to the managers in there they were just talking. They told me there is nothing we can do or report to the police. I was very upset and tell them are you guys waiting for her to hurt my son and then call for help. I did tell them I don't feel secure or my son please do something. They refused to help. I did call the police but by some reason they said It was a customer and it was someone that works there. My some was crying and a nice couple help us to go to our car and leave the restaurant. As a mom am very concerned about this situation, there were more kids and this person was assaulting mine. I was alone with my son , she just randomly came and talk bad stuff to a minor and none of the employees help. I wanna take further action what about if this woman would have a weapon or hit my son. Plus they charge a fee to eat and play in there.

  Business Response

  Date: 09/30/2024

  We have a guest feedback system in which we record and can respond to guests. We have an open ticket for your incident (#*****). Our Store Director ******* ****** spoke to you on September 28. He discussed with you the situation and we offered free passes to return to ******* We intended to send them the passes, however, your email appeared to be incorrect. We corrected it this morning and will follow up with sending the passes as promised. We hope that helps resolve your situation and that you can have a better experience on your return visit. Thank you.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Today we celebrated my sons 3rd birthday. Due to the high rsvp we upgraded to the Fusion room from the party room as they couldnt expand from one. The minimum for fusion is $2,000 and when you pay for a service, you EXPECT it. It was a ?? show right from the beginning. ***** services told us we would be allowed to enter the room ***** minutes prior to event to set up. The girls at the front desk would not let my son and his father back to get started. The girls told us it was not ready, after complaining at checkout was told it was ready at noon for us. We did not get in the room after signing in until 1pm. 30min GONE because they wouldnt let us go in and wanted everyones name and list written after making it black and white during booking, paying for all kids and adults pay for own. The staff did not seem phased and no sympathy for the miscommunication and did not help us all at once, our group got broken up and delayed us starting the party until 1pm. I told guest services we has 14 kids and needed wristbands for all, only had 12 and they made me go back up front told me to go wait in line and had to FIX THEIR MISTAKE. Another ***** minutes go by until I get back to my sons party and the host does not do anything. Not interacting with the kids. Standing in the corner. I had to initiate everything and did not even have time to eat. We sang happy birthday at 1:45pm and no help serving, and I had step in to host. we also had 2 piatas and candy add ons, but no place to hang it just have to pull string and they are out of candy bags? Asking for refund, they cant I have to take more time out and go up front. They a were out of stock on the goodie bags I had requested. Everything was a mess. Schedule out the door. I hired HELP to make this fun/smooth, instead of memories I have trauma from being scammed. I am crying my eyes out at checkout they cant help, corporate is the only ones who can. Unbelievably dissatisfied / ripped off. & I forgot to refund the piatas.

  Business Response

  Date: 03/19/2024

  We have resolved this guest complaint in the following manner:

  -We had multiple conversations on the phone with the guest to hear out their grievances and come to a resolution.

  -We refunded the guest $161.73 to the guest's Mastercard ending in x9330 processed on 3/18/24. The refund may take a few business days to post.

  -We provided four complimentary passes to return to ****'s on 3/19/24 (value: $63.96).

  We sent our final email to the guest today with the complimentary passes and have closed the guest's feedback ticket in our system, considering it resolved. 

• Initial Complaint

  Date:02/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  this place is a scam. we have been saving our points since we were little kids and we had ****** points on our card. We wanted the Xbox that was labeled ****** points and we had to wait ***** mins for them to help us and the employee took our card and left without saying anything. He came back and said that the xbox was actually ****** points but the label next to the Xbox said ******. I took a picture of it saying ****** points for proof. We went to talk to the manager ****** and all she was saying was that theyre not going to give it to us even though it is ****** which is ********. Do not have the label there labeled ****** if it is not the correct price. After that I saw them take the Xbox out of the case so they probably wont want to have the same problem with someone else. never coming back.

  Business Response

  Date: 02/20/2024

  Dear Better Business Bureau,

  Thank you for providing the information regarding this visit to our ****** location. Our Senior Operations team has been informed of the discrepancy and we want to honor the points that were listed. We have a guest feedback system so we can track progress of following up with our guests. We have created a guest feedback ticket for this visit so our Store Director can call the guest and find a time to resolve the prize redemption situation. We appreciate the guest bringing this to our attention through Yelp (and now the BBB) so we can rectify the matter. If there are further questions, please contact me at ****************************************************** or **********************. Thank you.

   

• Initial Complaint

  Date:02/22/2023

  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 2/18/2023 I booked an event for my daughters 5th birthday. They have an option where you can pay for all or some of your guests. I was paying for all the kids and my husband and I. My parents and best friend and her husband were paying for themselves. We were all there together the desk person help all of as a group. So everyone paid then about an hour later the guy that helped us came into the party room while I was helping my daughter open gifts and he said IN FRONT OF EVERYONE that I owe more money because I didnt reach the $200 minimum. Which is false because it was well over $200 when everyone paid. I said but the whole event total was over $200 they stated I have to pay the $200 minimum and nothing the event group pays isnt included. I paid the $46 since they keep hounding me. Then when I got home I looked at the event agreement and it says the complete opposite. I have really bad adhd, anxiety, social anxiety and it has been really bad since. I really just want everything refunded because the stress I have been through and what it has caused is no acceptable. I have emailed the company and took a survey that they automatically send and I have not heard back from anyone.

• Initial Complaint

  Date:01/02/2023

  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.

  12/04/2022 - $35 they havent refunded me. I keep calling and they just keep saying it is in progress and its been passed the time period of the reimbursement.

• Initial Complaint

  Date:09/03/2022

  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.

  I was walking to the buffet area to get my pizza that I placed an order for gluten free when i suddenly fell and slipped on what I believe to be food with some slimy substance and watery substance which I think was peach, hurting my lower back and twisting my ankle which was in extreme pain, now my back is in pain. The floor and overall environment was filthy and very dangerous to walk around, food was all over the place and nobody seemed to care enough to clean or pick up, no staff or manager was on site to help or do something about it, until after I fell I asked and demanded for a manager whom was working in the bar area, no where to be found nobody had clue where he was, when I mentioned that I fell and slipped they were careless and clueless didnt even ask if I was ok, until I once again asked for a manager and all they did was point him out rather then address the issue and have him come talk to me, once they saw me trying to go talk to the manager they were in a rush to clean the mess and area where I had fallen from and put up wet floor signs after the fact that I fell, this is very unsanitary and dangerous for guest and children, I took my mom and nephews with me and I couldnt imagine what couldve happened if it was them. I expect to hear back from management/ corporate as this is outrageous, unsafe and unsanitary. I will never set foot back in this location, beyond disappointed. My foot is swollen and my back is in pain, I plan to speak to my attorney to seek medical attention and treatment and hold those accountable for the negligence of the property and guest. To top it off I never received my gluten free pizza and demand my refund for that as well.