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Business Profile

Pizza

Papa John's International, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pizza.

Complaints

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

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Papa John's International, Inc. has 28 locations, listed below.

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    Customer Complaints Summary

    • 218 total complaints in the last 3 years.
    • 80 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 3/2/2024 at about 6:00 pm, I ordered a pizza, cheese sticks & chocolate chip cookie on Papa John’s website. I got notification that it was being delivered through **** ***** even though I didn’t order from **** ***** Said my delivery would be between 6:43-6:51. At 7:03 the delivery person texted me to say that Papa John’s sent my order with one of their own delivery drivers, to annother customer & he was waiting for them to return so he could delivery the order to me. Finally got my delivery at 7:52 - cold & inedible, of course. The delivery driver told me that this particular location hates **** **** orders and because of this, they purposely mess up orders for **** ***** He said it happens to at least 4 orders he picks up from this location each week & recommended to not order from this location again. I ORDERED THROUGH PAPA JOHN’S WEBSITE NOT **** ***** I contacted customer support and a very nice person said she contacted the local operator to refund what I paid to my credit card. My original intention was not a refund but it was offered. Said it’d be a credit back to my card in 3-5 days. On 3/8/2024 I emailed the nice person stating I hadn’t received a refund & she replied she’d reach out to the local operator again and send me a screen shot of the refund to show my bank. It’s been crickets since then & still no refund. This is a completely shady way for the operator to do business. I have purposely not ordered from this location for over 4 years as the last experience was just as terrible. I knew as soon as I placed the order, I had made a BIG mistake so I do not want an in store credit, as after this experience & the crappy, cold & inedible food I received, I will never order Papa John’s again. Since the local operator isn’t working in good faith with HQ’s request & purposely/knowingly screwing up customer orders, I want a full refund.

      Business Response

      Date: 03/14/2024

      Thank
      you for taking the time to provide us with your feedback. On behalf of Papa
      John’s, we would like to apologize for the inconvenience you encountered. Our
      goal is to always provide not only a superior quality pizza but also a World
      Class Customer Experience to our customers.   We see a transaction of $31.21 submitted for refund by the store to the card on 3/13/24.  

      Customer Answer

      Date: 03/14/2024



      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. They actually went above and beyond to resolve this and it’s greatly appreciated!



      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:03/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 placed an order with a virtual gift card and the order did not go to the store. I contacted the online ordering customer service. They advised they would replace the gift card. I waited and waited and called back. They said, "Oh, we sent it back to the original gift card." I advised I no longer had access to that email address and gift card. I was told someone would contact me after 48 hours. This has went on for months at this point. I call and/or chat in only to be hung up on or disconnected from chat. I find it hard to believe that a company of this size would not just fix the problem. I am also discouraged that I have had to contact them as many times as I have, only to get no resolution. I have spoken with them today and only got a RUDE customer service agent who said since I have moved to another state there is nothing that can be done.

    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am a new papa johns customer and my 1st pizza purchase was ok. There wasn't enough toppings but I ordered a 2nd time. This time the veggies were dehydrated and dry and hard. Bigger issues 2 hairs and didn't include the garlic dipping sauce and pepper. I contacted customer service 3 times but haven't heard back.

    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 27,2024 while I was at work, I received an email from Papa John's informing me that a password reset request was made for my account. I did not make the request and haven't purchased anything from Papa John's in a very long time. I accessed my profile to make sure that my credit card information was no longer listed and also decided to delete the entire Papa John's account, however, there is no self-service option for customers to do that. I then found the Contact Us button on their website and submitted a request for instructions or for them to cancel it. No response was received. On Friday March 1st at 2:40 p.m. I received a phone call from a number that was flagged as potential spam. I didn't answer but waited for a voicemail. The caller left a 5 second message with just air in the background. I then looked up the number for my local Papa John's and sure enough it was where the call originated. I dialed back from the number listed on my caller id & the auto-attendant immediately indicated that it was Papa John's. The same place that I haven't ordered from in years. I'm sure it is no coincidence that this happened but highly concerning that there is the potential that someone at the local office could've been trying to access my personal information to the point that they called my phone to confirm the validity of the phone number. Phone numbers are the link to password resets, account verification and more. I would like for someone at the Papa John's corporate office to investigate this matter, provide me with a download of my data from their online ordering system, delete my data from their servers, and delete my account in it's entirety and provide proof of the same. I'd also like to know why someone would be calling from their local office would be calling me and not leave a message. Information security is of critical importance today more than ever and this is a matter that shouldn't be treated casually.

      Business Response

      Date: 12/05/2024

      We apologize for any inconvenience regarding your most recent experience. We have show per your request an account deletion processed on 4/3/2024.  Unfortunately, we would not have any information regarding a local call on March 1st.


      Thanks’ and have a Great Day!

      Customer Answer

      Date: 12/05/2024



      Complaint: ********



      I am rejecting this response because it took nine months for them to respond with a nom response which proves the company thru their designated responder couldn’t care less about the data security concerns raised by a customer.


      I will take the matter up with my Assemblyman, Congressional rep and Senator.



      Sincerely,



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

    • Initial Complaint

      Date:02/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Sunday 2/12/24, I ordered a large pepperoni and extra salami and a lemon pepper chicken wings - I was sent the wrong order. I then contacted the store and spoke to the store manager; he was non-compliant. I called customer service and file a complaint, on 2/13, I was never contacted by the store, on 2/16, I called back customer service, and it was then escalated, they still didn't contact me. on 2/24 I then called customer service again and the agent called the store directly and spoke to ***** (the same person I spoke to on 2/12) and as per ****** the representation I spoke to informed me that the same man ***** I spoke to when I called the store, was still non-compliant by refusing to refund my money.

      Business Response

      Date: 12/05/2024

      Thank you for taking the time to provide
      us with 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 have reviewed the ongoing communication from the stores management team that was sent to the customer through email from the store complaint.  On 3/5/24 the following email was sent "Reached out to customer to apologize and refunded the order for $36.02. I emailed him a receipt of the refund. "

      We have also confirmed the refund was processed on 3/6/24.

       

      Thank you for again and have a great day.

    • Initial Complaint

      Date:02/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Order *********** from February 11th at the martinsburg, west va location was horrible. Burnt the pizza and did not put the toppings on the pizza. I reached out to customer service and they said they could not replace my order because I had had multiple orders replaced in the past. Correct I have had multiple orders replaced because I am a customer who expects perfection. When I order a pizza and spend my hard earned money I expect the pizza perfect. Papa Johns should strive for perfection and making there customers happy with there product. So I once again am requesting to have this order replaced. Thanks

      Business Response

      Date: 02/29/2024

      Unfortunately, we would not be able to override
      the store location if the management team will not service a customer for
      numerous compensations in the past 12 months

       

       

    • Initial Complaint

      Date:02/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 2/14, I placed an online order for a scheduled delivery to be delivered on 2/14 at 7pm. The total price of the order was $61.46. After my order was not delivered by 7pm, I contacted the business twice to check the status of my order. My order did not get delivered until 7:43pm. When the order arrived, the food was completely cold. My main frustration is that the order was extremely late, no communication was given regarding the delay of my order, and the order arrived cold. In addition, I paid $10.99 for what I thought would be a garden salad that could feed my 3 person family. When it arrived, it was a very small, pre-packaged salad that is comparable to a lunch sized salad that you would buy from a grocery store for about $3. I’m very confused as to why the salad was advertised to feed a large quantity, and also why I was charged such an absurd amount for so little. The company directed me to complete a form to complain to the store directly and would be contacted by the store manager. I filed this complaint form on 2/14. It is 2/22 and I never received correspondence from the company or the store. I contacted the company again to file a grievance, and they told me that the store manager responded and gave me a store credit. I never received a phone call or email from anyone. I asked how I would have known this if I had not been the one to reach out…I told the representative that I did not want a store credit and had no interest in ordering from them again. They said there wasn’t anything I could do. I asked if there was someone above them that I could speak to about this order to which they said no. I told them I would be filing a complaint with the BBB and finally after that they said they would forward this issue to corporate.

      I truly just want my purchase refunded for 3 reasons: 1) my order was 40+ minutes late 2) my order was cold upon arrival 3) I never received correspondence about my issue with my order from the store/company.

      Business Response

      Date: 02/29/2024

      Thank
      you for taking the time to provide us with your feedback. On behalf of Papa
      John’s, we would like to apologize for the inconvenience you encountered. Our
      goal is to always provide not only a superior quality pizza but also a World
      Class Customer Experience to our customers.  The notes on the store complaints states they responded back 2/15/24 4:30pm, stating they have an in store credit on file in store. 

       

      Thank you again and have a great day.

      Customer Answer

      Date: 02/29/2024



      Complaint: ********
       

      I am rejecting this response because:

      I was never reached out to by management like promised. I also do not want a store credit. The food that I got was terrible and I do not want to order from them again. The food that I ordered was not prepared and delivered as promised and I would like a full refund  



      Sincerely,



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

      Customer Answer

      Date: 03/18/2024



      Complaint: ********



      I am rejecting this response because:  I’m reaching out in regards to complaint #********* Their resolution was to issue a store credit. This is not the resolution I wanted but I have not heard back from the business or the BBB. I gave up and decided I would use the store credit. I was instructed to call the store to use the store credit. I have been calling for the last 15 minutes and no one will answer the phone. I truly just want my money back.



      Sincerely,



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

    • Initial Complaint

      Date:02/19/2024

      Type:Product Issues
      Status:
      Answered
      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 son was very sick as of result of eating a pizza and cheesy sticks. Dr wanted to know ingredients in pizza. Customer care was called after we found several discrepancies on line and many complaints that ingredients were recently changed without warning. Customer care refused to provide a list through email and said it was "not their policy". Without getting into the legality of their policy, they caused unnecessary harm to my child and made it difficult for himn to get care. When asking a good service about ingredients and potential allergy, they should be obligated to provide the information for the licensed healthcare provider. Until they change their policy, they should not be allowed to sell pizza.

      Business Response

      Date: 02/20/2024

      Thank
      you for taking the time to provide us with your feedback. On behalf of Papa
      John’s, we would like to apologize for the inconvenience you encountered. 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.

      Customer Answer

      Date: 02/21/2024

       

      Complaint: ********
       

      I am rejecting this response because you did not provide the list of ingredients required by law 



      Sincerely,



      * ********

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ordered two pizzas online via Papa John's website on January 30, 2024, for pick up on February 14. On the day of pickup, and less than 30 minutes of my scheduled pickup, I got a call from Papa John's saying that my order got stuck in their online system and they had to cancel my order. The pizzas were for my daughter's school party, leaving me in a lurch as there are no other pizzerias able to fulfill the same order with such short notice. There was no apology or offer of compensation.

      Business Response

      Date: 02/20/2024

      Thank
      you for taking the time to provide us with your feedback. On behalf of Papa
      John’s, we would like to apologize for the inconvenience you encountered. Our
      goal is to always provide not only a superior quality pizza but also a World
      Class Customer Experience to our customers.  Below is a promo code for a complimentary large pizza.

       

      Thank you again and have a great day.

       

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

      Customer Answer

      Date: 02/21/2024





      I am rejecting this response because:  Complaint: ********

      I am rejecting this response because: What is the expiration date for this code?

      Sincerely,

      ***** ****


      Business Response

      Date: 02/29/2024

      The promo code expires 12/31/2024

      Customer Answer

      Date: 02/29/2024



      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.




      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:02/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 paid $40 for hot pizza pepperoni and stuff crust and cheese sticks and it was left outside my door in the cold winter air. The pizza was not editable or the cheese sticks.

      Business Response

      Date: 02/14/2024

      The manager has requested for you to contact the store to get this resolved.

      Hi ******* this is the Customer Care Team with your local Papa Johns! ?? We take great pride in customer appreciation and would love nothing more than to make up for this lack of responsibility from our team local to you. The quality of your experience is way below our standards, we will make sure to get this to our teams so they can improve ASAP. We really appreciate the feedback!

      I would be happy to replace your meal and throw in a free dessert. Just call the store and hit 5 to speak with a manager.

      Feel free to reach out to us directly by replying to this email if you have any additional questions or concerns.

      We love ALL of our customers and we want to fix this so it does not happen again. Thank you for choosing your local Papa Johns! ??

      ***** ***** / Director of Operations

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

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