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.
80 complaints closed in the last 12 months.

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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:02/12/2024
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.
On 2/10/2024 I ordered a total of $58.86 worth of Pizza and wings.
Pizza was delivered cold, folded in half, stuck the top of the box. Most if it was unable to be eaten. I have called multiple times and emailed the store with no response. I would like to reimbursed.
Business Response
Date: 02/13/2024

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. The notes on the complaint submitted to the store reflects the
store attempted to reach out on 2/9/24 but received no answer. Therefore, the
manager documented an instore credit for the order. To get the credit,
you would have to call the store and the credit would be under your phone
number.

Thanks, and have a Great Day!
Customer Answer
Date: 02/14/2024

Complaint: ********

I am rejecting this response because:
No one attempted to contact me. I even put in a complaint through the website with no response. I do not care to spend my money with this store any longer. Especially when they are dishonest. I’m asking but a refund to the card I purchased under.

Sincerely,

******** *******
Business Response
Date: 02/20/2024
We have forwarded this to the stores management team. At this point only the store management team would be able to approve a refund.
Customer Answer
Date: 02/20/2024

Complaint: ********

I am rejecting this response because:

I would like a refund. Please forward it to who needs to approve this.

Sincerely,

******** *******
Initial Complaint
Date:01/30/2024
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.
Order # ********** * Placed an order on 1/19/24 -
Ordered 3 items, Dipping Cups, Medium Pizza ($14.99) and $20.99 large pizza. 114 minute delivery.
Ordered directly from Papa Johns app.

I did NOT get the large pizza when it was delivered 114 minutes later. Being it was **** ****, the guy didn't speak english so he couldn't communicate with me, but it seemed that was "all they gave him. Call store." so I called store. Waited on hold for 30 minutes. No answer. When i called and got thru to the order side, they sent me over to a place where i waited on hold.

I submitted a claim via the contact us on the site to register a complaint. Not gotten anything back yet; tried calling again last night and no answer it just stays on hold. Checked mail this morning and I got a mailed flyer saying "We heard your feedback. Here is a free medium 1 topping pizza."

I just want a refund of 1 large epic stuff crust Pep + extra cheese (See: $20.99) back + delivery fee so overall: $25.98. Because I never received the large pizza. And then I also want the delivery fee back too because it was delivered and could not get through to anyone at PapaJohns's store/location.
Business Response
Date: 02/02/2024
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 will reach out to the store regarding this refund. The notes on the online complaint states the manager apologized regarding the incident.

Customer Answer
Date: 02/04/2024

Complaint: ********

I am rejecting this response because: it says "The notes on the online complaint states the manager apologized regarding the incident."

I will elaborate and say the guy on the phone when I called apologized it happened but he said he can't do anything, we need to talk to the manager and transferred me where I then held on hold for 30 minutes.

NO WHERE in my notes does it say that the manager apologized for regarding the incident. I do not believe I said that in my original complaint that I submitted to PapaJohns directly online. In my complaint to BBB, I did not include that the guy on the phone apologized. And he did, BUT he a) didn't assist me and b) he transferred me to another line to speak to the manager. If I DID state someone apologized, the guy on the phone who I spoke, who tried to take my order DID apologize but he wasn't the manager.

And if he WAS the manager, then he failed to take charge of the issue, instead passing it over to a phone line he more likely knew was going to ring and then stay on hold endlessly. Meaning he was passing me off hoping I would go away and not making this right.

The only thing I did receive from PapaJohns was a flyer saying "We can do better than that! Your recent order did not meet our TIMELY service standards."

Meaning that they were more worried that it took 114 minutes for my order to get to me, NOT that my order was wrong. Honestly it feels like I received was something that looked at the systems and saw that ALL orders were over XX amount of waiting time and then sent flyers out for the service being longe
At no point have I been contacted or reached out to in regards to my issue. I am rejecting this response until I hear from Papajohns regarding my refund.

Sincerely,

******** ***********
Initial Complaint
Date:01/25/2024
Type:Billing 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.
On 12/20/2023, I attempted to redeem a coupon from Papa John's mail flyer. I used the promo code listed on the flyer for a 2 topping large pizza for $8.99 on their website. The promo code only gives the option for a 1 topping large pizza. I called the store and spoke with the manager. His first response was it was probably an issue in the printing process. I asked him would he still honor what was in writing. The manager said yes but then placed me on hold for a brief period. When he returned, he informed me to call the customer care line. I called customer care and emailed an image of the flyer at request on the same day. I waited an hour and called back to confirm the image was received. The agent gave me a confirmation and informed me I would be receiving an email from Papa John's within 48 hours. No contact was made from the company. I followed up a week later by phone. The agent again rehearsed the same rhetoric. During the first week of January 2024, I received the same coupon flyer in the mail. I tested out the coupon on their website and noticed the issue was not fixed. I emailed the company via the website more than two weeks ago and have yet to receive a response.
Business Response
Date: 02/14/2024
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 forward this to our promotions team for assistance.

Thank
you again and have a great day.
Customer Answer
Date: 02/14/2024

Complaint: ********

I am rejecting this response because: no proper course of action was taken. Given the time span of this ongoing issue and management reneging on their promise, a concession is required.

Sincerely,

**** *******
Customer Answer
Date: 02/15/2024
I am requesting a compensation for a large 2 topping pizza.
Business Response
Date: 02/20/2024
We would need the code to be of further
assistance. The notes on the original complaint sent to the store, states
the manager reached out regarding the error and the code was incorrectly being redeemed.
Customer Answer
Date: 02/21/2024

Complaint: ********

I am rejecting this response because: the online promo code ***** is shown in the coupon image sent. Again, no one from management reached out to me in regards to this issue.

Sincerely,

**** *******
Business Response
Date: 04/18/2024
We apologize for the inconvenience. Below is a promo code for a complimentary pizza.

**************
Initial Complaint
Date:01/22/2024
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.
Jan 5th 2024 I spent 35.67 on papa John’s trying to feed my nephew and myself . I made this order at 6:39pm , my food came to my house at 11pm . Mind you this order was wrong and completely cold . As any normal person would do I asked for my refund , they even agreed that it was a mistake on their end , agreed to refund me my money . Was told processing takes 7-10 business days . I wait 10 days , still no refund . So I contact customer support where they were absolutely no help at all . Giving me the run around , tells me contact the local store , which I did and was hung up on rudely . I just feel like why lie about refunding my money just to keep it . It’s literally fraud .
Initial Complaint
Date:01/22/2024
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.
Date: January 7th 2023
Order # : ********** Store #753

Over the past 12+ years I placed 213 orders totaling nearly $8,000. Mistakes have been rare and when they've happened they'd always make it right until now. We ordered two extra large Pizzas on an order totaling $60. Mine was great, but ********* wasn't. She's Vegan and allergic to dairy so orders Pizzas without cheese, but due to prior issues of her Pizzas ending up under or over cooked she always asks for it well done and with extra sauce. This time they didn't put enough sauce on it and as a result it was overcooked. It shrunk at least one whole Pizza size and was lopsided and dry.

She called:

*******: "One of our extra large Pizzas is smaller than an extra large size."
Employee: "Would you like us to remake the Pizza or would you
like a free one?"
*******: "A free one would be fine. How would I redeem it?"
Employee: "Your account would be notated to show the free Pizza."
*******: "Can I have a manager's name who OK'ed this? Because I'd like
extra proof of this offer."
Employee: "The Supervisor's name is *******"

Note that she didn't ask. It was offered.

Instead she was told today that there was a different note on my account:

"NO MORE FREE PIZZA"

This was very alarming to me. It means they not only lied when she called in to complain they promised to NEVER fix an error on an order ever again. She tried to complain about this and she was hung up on.

I complained to corporate about it who gave me an email address where I attach pictures of the Pizza, but the email is unmonitored (see attached PDF of the email I sent). So now I am complaining to the BBB.

This is about far more than just one Pizza. They are acting like fixing a problem is the same as giving me a "Free Pizza", but it's not free. I have to drive to pick up a Pizza that they should have gotten right the first time. I have to spend time and money on gas to deal with the errors. Now they are also saying they will never fix an error again.
Business Response
Date: 02/21/2024
The Director of Operations over Store #753 contacted the customer and credited his account on January 22, 2024.

***** ******

Senior Litigation Paralegal
Initial Complaint
Date:01/19/2024
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.
On Sunday November 19, 2023 I placed a carryout order for two pizzas from the Papa Johns located at 10253 Ferguson Road in Dallas Texas. After picking them up we noticed the pizza was raw and not fully cooked. I called the store and spoke to the manager in charge. It was around 12:35pm. I explained that the vegetarian pizza we ordered was not fullt cooked. He asked for my order number and found the details. He stated that he would refund me my purchase for the vegetarian pizza and I would receive the refund on 5 to 7 business days. I hung up. After not receiveing the refund I contacted Papa John's online and submitted my request for a refund. Still till this day no refund and no response.
Business Response
Date: 01/24/2024
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. If you need any further
assistance or have any questions, please contact us at the number below. We have not been able to locate a request submitted online. We will have to contact the stores management team for further assistance.
Customer Answer
Date: 01/25/2024

Complaint: ********

I am rejecting this response because there is no phone number listed to call. In the response it states to call but there is no number.

Sincerely,

****** ****
Business Response
Date: 02/02/2024
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 will have to reach out to the stores management team regarding a
refund.
Initial Complaint
Date:01/16/2024
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.
Hi this is my order **********

I bought Extra Large Original Crust Cheese Pizza
Onions, Green Peppers, Green Olives, Pineapple, Pineapple
Sauce: Original Sauce
Instructions: Original Pizza Sauce

For $26.25 for carry out

Upon opening my pizza it’s all burned out and undercooked and I even found a hair on it

I filed a complaint and no one responded

I want my refund
Business Response
Date: 01/18/2024
We apologize for the inconvenience. We will contact the stores management team for a resolution.
Customer Answer
Date: 01/18/2024

Complaint: ********

I am rejecting this response because:
i beeen waiting like a week for my refund

I reported this to twitter pap John’s . They created a ticket with a case number Case ID * ********* * asked me to wait 48 business hours to get a call back . But no ever contacted me and I want my REFUND ASAP !

Sincerely,

***** ****
Initial Complaint
Date:01/11/2024
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.
On 1/8/2024 I received in the mail a postcard advertisement stating "give us another chance by redeeming this offer" the offer was for a free cheese pizza promo code: *************** upon ordering all that I wanted it turned out that the promo code was invalid. All I could think that this was a bait and switch. I talked to the owner who seemed to be a real stand up guy so this must have been something his management staff came up with.
Business Response
Date: 01/11/2024
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 would need a little more information to be of further assistance. We show the code properly working on the website. However, we show the code is valid for select stores. We do not show the code valid for the stores within your area.

Thanks and have a Great Day!
Customer Answer
Date: 01/11/2024

Complaint: ********

I am rejecting this response because: if the code is invalid for stores in my area I should be taken off this mailing list and only sent advertisements that are valid going forward thanks.

Sincerely,

****** *****
Business Response
Date: 01/18/2024
Below is a replacement code for a Large 1 topping pizza.

***************
Initial Complaint
Date:01/05/2024
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.
Order ***********

Never received order after calling 4 times.
Employees clueless. Papa tracker inaccurate.
Talked to three different people and was finally told they had to remake my order.
2 hours later, Sent out a second driver who was rude.
No one explained to him the situation and he took it out on me after I told him that,
" I didn't receive my whole order and that I was told they had to make a new one. Your tip is also on that 1st order"

Driver walks off in a huff..
"Thanks for the tip"..

2hours later, The second pizza that was sent out was ice cold and I also didn't receive the 2 liter I ordered also.
I'm looking for a FULL REFUND including the delivery tip. Tried calling the store another four times that same evening and after three rings somebody picks up the line and just hangs up.
Ask for the store manager twice and upon waiting was hung up on also.

Unbelievable.
Business Response
Date: 01/24/2024
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. We will reach out to the manager for assistance.
Initial Complaint
Date:01/02/2024
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.
see Attached document
Business Response
Date: 04/29/2025
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.