Business Profile

Pizza

Papa John's International, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Papa John's International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

219 total complaints in the last 3 years.
81 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/23/2025
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 got an email from Papa John to complete a survey then I would get free Cheese Sticks with the next order. It's been over a month and I haven't gotten anything. Reached out to customer service there was no help...

If possible, I would like a $25 dollar credit for the issues they have caused me and my time wasted to make this complaint. I eat papa johns a couple times a month.
Business Response
Date: 06/24/2025

Thanks for contacting us and for sharing
your feedback. Our goal is to provide an
enhanced ordering experience with our customers and appreciate your feedback. We have added a free cheesestick to your order Papa Rewards.

Thanks, and have a Great Day.
Initial Complaint
Date:06/11/2025
Type:Delivery 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.
04/24/2025
1-Topping Carryout Special
Large Original Crust Create Your Own Pizza
Whole Toppings: Spicy Italian Sausage, Pepperoni
Sauce: Original Pizza

After previously trying to have a pizza delivered from papa johns i chose not to use their delivery service again and chose to pick up my next order. I contacted Papa Johns customer service department at phone number : *************** I expressed to this associate that I ordered this pizza a few weeks ago and the delivery driver never showed up. I advised that I took an uber to pick up my pizza seeing that the last delivery attempt at the previous store was not a success. I took an uber to the location to pick up the pizza. The pizza was not ready. I wasted money on my uber cause I had to wait and call a new uber to take me back to my residence. When the pizza was finally almost done I needed to call a new uber to get home. When I received the pizza it was burnt around the edges. Seeing the fact that I already called a second uber I had no choice but to walk away with a burnt pizza and pay for it cause I needed food for my family.

A manager was put on the phone and told me that he himself " named Larry " would call the stores directly and give me a call back in 1 hour. An hour passed and I did not get a call. I called back and while I was speaking with the next associate I was told that the managers were in formed. I then got a call back a few minutes later and told that there was nothing that they would be able to do to help.

Now I would like my money refunded and my pizza re-made and delivered to me within the Dallas Fort Worth Area of my choice.
Business Response
Date: 06/13/2025
Thanks for contacting us
and for sharing your feedback. Our goal
is to always provide not only a superior quality pizza but also a World Class
Customer Experience to our customers. We show compliant was submitted to the store on 6/10/25 and the the District Manager emailed a complimentary pizza code for the inconvenience.

Thanks and have a Great Day!
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
My Papa Johns account was cancelled without my consent

On May 17th 2025 I called Papa Johns Coporate because my Papa Dough account balance was $8 while the account history showed the Papa Dough account to be $16. I spoke with customer service rep ****** and emailed photos of my account screen to help him escalate the issue to his team leader. ****** stated I would be notified via email or phone call once the issues was resolved, I was never contacted with an update/resolution

On May 19th 2025 To follow up I emailed Papa Johns with screen shot of a promotional email from Papa Johns that shows my Papa Dough $16 circled in red. Stating I look forward to hearing from Papa Johns soon so that I may resume use of my Papa Dough and earn papa rewards/points

On May 28th 2025 Although never notified by Papa Johns I notice my Papa Dough amount is back to $16. I go on to place a pizza order using $2 in Papa Dough, thinking my account issues have been resolved

On Jun 1st 2025
1st call - I call Papa Johns Coporate and speak with ***** after being unable to access my Papa Johns account, after attempts to reset the password and log in by ***** she states that she can't log into the account because my account has been deactivated (without my consent). She states that I deactivated, to which I clearly state I did not deactivate or give consent to close my account.

2nd call - ***** calls back after more probing stating on May 17th a request to deactivate my account was initiated (The day I spoke with Rep ******) I again clearly state I did not give consent nor request my account to be deactivated at any time while speaking with ******. ***** goes on to state if I open another account, I cannot use my previous email and would have to establish and create a new email with the new account.

Requested Resolution: Restore my account, email use and papa dough of $16
Business Response
Date: 06/05/2025
Thanks for contacting us and for sharing
your feedback. Our goal is to always
provide not only a superior quality pizza but also a World Class Customer
Experience to our customers. The account has been reviewed and corrected.

Thank you again and have a great day.
Customer Answer
Date: 06/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Thank you Better Business Bureau for all your help!!
Thank you Papa John’s for your quick response to review and restore my account!!

Sincerely,

******* ******

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:05/27/2025
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 contacted Papa John's about replacing the two codes they gave me that don't work, and everytime I've called, they tell me that it got sent up to upper management, and they will contact me, yet they never do
Business Response
Date: 05/28/2025
Thanks for contacting us and for sharing
your feedback. Our goal is to always
provide not only a superior quality pizza but also a World Class Customer
Experience to our customers. We would need the codes and the store location to be of further assistance.

Thank you again and have a great day.
Customer Answer
Date: 05/29/2025

Complaint: ********

I am rejecting this response because:
I've tried to contact your customer service, and they keep telling me someone will call me. This been going on for months. So your telling me that you haven't heard about this issue, after all these months?

Sincerely,

**** *******
Customer Answer
Date: 06/20/2025

Complaint: ********

I am rejecting this response because:
They asked about the codes, and l sent it in

Sincerely,

**** *******
Business Response
Date: 07/01/2025
Promo codes can apply to one location and or multiple locations. Therefore, we need the store location and promo codes to be of further assistance. We would be more than happy to assist you, however we would need this information to be of assistance.
Initial Complaint
Date:05/27/2025
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.
Papa Johns has refused to return contact from leadership down to the store level. Speaking with the manager on 4/16/25 around 1:08, the manager refused to take accountability for the poor quality pizzas and insisted that I need to make any issues known before I take a "carry out" order home. This is obviously not feasible and the manager instead offered 50% off a future full price order rather than compensate for this order. In addition to this, the store refused to accept a gift card for payment and forced me to pay with my personal money rather than the gift card that was valid and useable. I am willing to pursue this as far as I need to correct the issue for order ********** for 55.16 at the * ******* ** ***** ** ********** **
Business Response
Date: 06/10/2025
Thanks for contacting us and for sharing
your feedback. Our goal is to always
provide not only a superior quality pizza but also a World Class Customer
Experience to our customers. We will look into having this complaint addressed. We have a few questions regarding the complaint.
What was the quality issue with the pizza?
What was the reason for not accepting the Gift Card?

Thank you and have a Great Day!
Customer Answer
Date: 06/11/2025

Complaint: ********

I am rejecting this response because: there was a quality issue with the pizza and the manager of the store refused to compensate for this. The issue pertaining to the gift card was simply because the employees could not figure out how to use the system I assume.

Sincerely,

****** *****
Business Response
Date: 06/16/2025
We apologize for the inconvenience, however with the information provided we are not sure how we can be of further assistance. Quality issues have been mentioned multiple times without details. We would need the gift card number to confirm the details of the gift card balance. Therefore, the managers compensation for 50% off sounds like a reasonable resolution.
Initial Complaint
Date:05/12/2025
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.
i was charged for something I did not receive, i have contacted them I was advised i would receive a refund. I have not received it. Also did not receive follow up from Management as I was advised. I requested cinnamon bread and it was sold out. Because the merchant could not reach me on the telephone he decided to provide me with brownies that I did not ask for not considering allergies!
Business Response
Date: 05/30/2025
Thank you for providing us with your feedback. We appreciate it when our customers bring to
our attention areas in which we can improve.
We would need some more information to be of further assistance. Please provide the store location, phone
number, name on the order, etc., so that we maybe of further assistance.

Thank you and have a Great Day!
Initial Complaint
Date:05/09/2025
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 order from Papa John’s on May 8th, 2025, and they delivered two awful horribly made burnt pizzas to me. I called the store that made them and this rude lady answered and decided to do nothing about it. So, now I have to pay double my money to order from somewhere else. I am planning on just disputing the charge with my bank at this point
Business Response
Date: 05/13/2025
Thank you for providing us with your feedback. We appreciate it when our customers bring to
our attention areas in which we can improve.
We would need some more information to be of further assistance. Please provide the store location, phone
number, name on the order, etc., so that we maybe of further assistance.

Thank you and have a Great Day!
Customer Answer
Date: 05/13/2025

Complaint: 23306197

I am rejecting this response because:

The store location is 2119 1st Ave, New York, NY 10029, my phone number is ************, and the name was ******* **

Sincerely,

******* ***********
Business Response
Date: 05/15/2025
We have not been able to locate an order at 2119 1st Ave., on May 8th for ******* *********** nor phone number ************** The last order we show was on 01/02/2025.
Customer Answer
Date: 05/16/2025

Complaint* ********

I am rejecting this response because:
Well this proves how unprofessional your company is that you are not even able to locate my order when I most definitely placed the order and have the statement on my card to prove it. Anyways, it’s ok at this point, I’m just going to dispute the charge with my bank and I will never buy anything from Papa John’s again.

Sincerely,

******* ***********
Initial Complaint
Date:05/07/2025
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.
Ordered from **** **** on 05/06/2025, Papa John's Pizza and ***** soda. Came from store located at 1030 freeland drive salisbury nc 28144 ste 100. Delivery went well. Food not so much. Pizza appeared under cooked and second piece we took had a white/blonde hair in it. Provided photos and statement to store and **** **** who were unable to help. Now I am requesting a refund back to my visa debit card ending in ****
Business Response
Date: 05/08/2025
Thanks for contacting us and for sharing
your feedback. Our goal is to always
provide not only a superior quality pizza but also a World Class Customer
Experience to our customers. Since the order was placed through ********* you would have to reach out to ******** regarding a refund. Papa John's would not have the transaction to refund.

Thank you again and have a great day.
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
My name is ***** ******** I have order last night order number is ********** but the driver he have rip me off $10.00 in cash so please refund me my cash back in cash for $10.00 or full refund me for my whole order or send me a check mail to me at *** *** ** ********** ************ ***** to ***** ******** or handle delivery it to me it happen Papa Johns Pizza Address: *** * **** *** ************ ** *****
Phone: ***** ******** ****
Business Response
Date: 05/15/2025
Thanks for contacting us and for sharing
your feedback. Our goal is to provide an
enhanced ordering experience with our customers and appreciate your feedback. Cash can only be resolved directly through the store. We will reach out to the store for further assistance on this one.

Thanks, and have a Great Day.
Customer Answer
Date: 05/16/2025

Complaint: ********

I am rejecting this response because:

Please send me a refund check in the mail please and keep me updated etc.

Sincerely,

***** ********
Customer Answer
Date: 06/02/2025

Complaint: ********

I am rejecting this response because:

Contact by the business; Refund; Contacting yall about {Matter No.***************************** *****}Pennsylvania Office of Attorney General respond again with a new issue I need help getting resolved by yall I did got yall respond last week or yesterday I think promised me to refund me my $10.00 when I contacted contacting ****** ****** Director of Operations at ************ to schedule arrangements to get the $10.00 when I called them today and yesterday but today again because yesterday or today they didn’t call me back or got my voicemail I left them I told them I couldn’t get the $10.00 I didn’t have no way to get it or transportation to get it and I ask if they can send me the check to me by mail and they claim the delivered have give me the $10.00 back in a $20.00 bill or something like that but they didn’t I need the $10.00 to be mailed to me by a check to me in the mail *** *** ** ********** ************ ***** ** ***** ******** and also add any interest to the check if required for the $10.00 check should be mailed to me etc and I called ************ * * * * * * * * * * * * * * **** ********** ***** ********* ***** ***** * * * * * * * * * * * * * * * * ***************** but no luck of helping me resolve my issue etc please help me resolve my issue and send me the $10.00 with any interest to me by a check in the mail etc.

Sincerely,

***** ********
Customer Answer
Date: 06/17/2025

Better Business Bureau:

They already resolved it etc.

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:04/29/2025
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 usually physically enter the Papa Johns store to place an order because their call center is outsourced to a foreign country (I have trouble understanding their call center reps and frankly don't believe in sending American jobs overseas--if they have to outsource to a call center I would rather they use prisoners here than foreign reps).

Today I went to the store and was informed they no longer honor/ offer any specials in store that customers must order online. I am concerned about my data and privacy and for this reason will not order online.

I know it does no good to complain but please please consider your customers, some of us are elderly, or simply trying to protect our data and should have some options.

You already lost a purchase from me today. The employee lost a tip. If this issue isn't resolved I will never spend my money at your business again!
Thank you
Business Response
Date: 05/06/2025
Thanks for contacting us and for sharing
your feedback. Our goal is to always
provide not only a superior quality pizza but also a World Class Customer
Experience to our customers.

Thank you again and have a great day

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Papa John's International, Inc. is NOT a BBB Accredited Business.