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.
82 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:01/01/2024
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.
BECAUSE OF LIMITED SPACE PLEASE SEE ATTACHMENT.
Business Response
Date: 01/03/2024
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 added an attachment of the order submitted. The Thin Crust Quick Pick Sausage was ordered. However, Sausage was also taken off of the pizza. The confirmation email will show the pizza you selected. Also no sauce was selected on the pizza as well which is in the screen shot.

Thank
you again and have a great day.
Initial Complaint
Date:12/29/2023
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 ordered 30.68$ from papa John’s 2parge two topping pizza with a Pepsi I get my pizza that’s incorrect and the soda missing I have a broken foot and I was asked to come in when I paid fife delivery and tip etc and my order was horrible I was told that if I have to walk for 2hrs to a place for a 4$ soda and another set of correct pizza I’m going to want a refund for all of that I was told not to come to the store
Business Response
Date: 01/03/2024
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 like to send your comments to the Owners/Operators of your local store
for review, please provide us with the following information:

Date
of Order
Papa
John’s Location

Once
we have the information, we will forward it to the management of that store.
Please respond back via email and one of our team members will be happy to
help.
Initial Complaint
Date:12/26/2023
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.
1st week in December around 745pm I decided I would give papa John's another chance. I placed an order for a medium pizza half ham half cheese and the order still came out to almost 30$. Order was delivered timely, but as I opened the box to begin my meal I took several bites into the pizza but there was no sauce on the pizza! I looked around on how to file a complaint and filed a complaint through papa John's site. It stated I would hear from someone within 48 hours, but after a week went by I tried to check on the status through chat. Wasted 2 hours online to get the response to wait another 48 hours. I decided to wait, but after another week went by I started to get angry. Only option I had was to chat and no one would help me, I wasted another 3 hours on chat over 1 single order that was poorly done and I'm being swept under the rug. I speak to 3 different agents through chat until I was so angry I requested a supervisor. I was called and told that the store noted my account stating that they called the customer and resolved the issue. Papa John's NEVER called me. The supervisor said she would escalate the issue and to wait another 48 hours. Another week went by, so far this is 3 weeks, not 48 hours, still no call from papa John's. I got on the chat again for the 5th time and requested a supervisor and the same lady called me. She told me to hold while she called the store and came back to tell me they were crediting the entire order back to my account and I would have it in 3 to 5 days. She told me she spoke to a ***** at the store and that they would refund my money asap. This never happened. So far, I've wasted the 30$ for the order, 8 plus hours of my time trying to get what should be a normal resolution, and can't even get a call to apologize and try to correct the issue. Customer service is definitely not important to any businesses that I've seen in many years.
Business Response
Date: 01/03/2024
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 stores management team for a resolution.
Customer Answer
Date: 01/04/2024
I have spent hours and hours using the chat because that's the only way I had to get in touch with someone, I've spoke with several horrible customer service agents who would play games and disconnect the chat session causing me more wasted time having to refresh the site to initialize the chat again. I've spoke with a supervisor directly 3 times who told me each time I would hear something within 48 hours but no call or email came. I want to speak to someone who WILL actually resolve my issue. I was promised on or around Christmas time that someone named *** at the location in question, would refund my money in 3 to 5 days which never came. I was told by the 3rd supervisor that it had gone as far as it would and if nothing happened yet, nothing would. I was told by the first supervisor that the store inputted that they basically called me and resolved the issue, but I can prove that no one from papa John's attempted to reach me. At first I would have accepted just a refund, but all this compounded has cost me undue amounts of personal time that can't be measured. I also have filed over 10 complaints and none of them resulted in contact to me with 48 hours by anyone. Again, I want to speak to someone, if there is that someone, who can resolve and prevent these future issues

Complaint: ********

I am rejecting this response because:

Sincerely,

**** ******
Business Response
Date: 01/10/2024
Our goal is to always provide not only a superior
quality pizza but also a World Class Customer Experience to our
customers. The manager had put a quality guaranteed in the stores
system regarding this order. Anytime you call the store, a store agent
would see the quality guarantee (another pizza of equal or lesser value
free) for compensation of your pizza order.

Customer Answer
Date: 01/12/2024

Complaint: ********

I am rejecting this response because:
I want to talk to someone. First off, I don't want a credit for a free pizza, I want a refund for my entire purchase on Devine 1st. None of this should be a response after fighting for 45 days. I've wasted too much of my personal time now and will be contacting the news outlet along with any and all social platforms to display this whole interaction and my experience.

Sincerely,

**** ******
Initial Complaint
Date:12/22/2023
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 December 3rd 2023, I placed a delivery order on the Papa Johns app from Papa John's on west broadway in Louisville KY. My order was late and when it arrived it was a completely different order. I contacted the store several times and no one picked up the phone. I made a trip to the store and knocked on the door. The door was locked no one came to the door but people were in there working. I then called papa johns customer service and filed a complaint with them. They tried calling the store but no one answered for them. They filed the complaint and said someone would contact me within 48 hours. No one ever called me back. I tried several times to contact store. They never answer the phone and have also contacted customer service several times and still no resolution. They keep saying that you need to wait to hear from someone.
Business Response
Date: 12/22/2023
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 have reached out to the store District Manager to contact you regarding the complaint.
Thanks and have a Great Day!
Customer Answer
Date: 01/04/2024

Complaint: ********

I reject the business response because the issue is unresolved. I had to contact Papa John's customer service several times after filing complaint and I reached out to the district manager MYSELF. I emailed and called several times and asked for the resolution of remaking my order and was told that would be arranged and asked me for my address. I never received a remake of my original order like I was told nor any further communication from district manager or store. I would like to have my original order remade or a refund of my order.

Sincerely,

******** *********
Business Response
Date: 04/18/2024
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 show the stores upper management reached out by email on 1/20/24 in an effort to make this right. At 9:51pm we show ******** responding:
Dear *** ****,

Thank you for reaching out to me. I appreciate your apology. Whatever you could do to make this right would help tremendously.

Sincerely,
******** *********

We are not sure why this has yet to be resolved. We will work to get the complaint resolved.

Customer Answer
Date: 04/21/2024

Complaint: ********

I am rejecting this response because: this matter has been going on for sometime and nothing has been done. They are not sure themselves as to why it has not been but did not give an acceptable timeframe to when it would be either.

Sincerely,

******** *********
Business Response
Date: 04/26/2024
******** was contacted by phone on 4/26/2024. We discussed a resolution that would be suitable for her. I contacted store#200 and spoke to ******* MOD (manager on duty). The store offered a remake of the order, but the customer would have to come and pick up the order instead of delivery because a remake order had already been delivered to her on 12/24/2023. ******** stated she never received that order. ******** declined that offer and stated she wanted delivery due to complications of getting someone from the store to answer the door when she arrived. This is Papa John's 2nd attempt to resolve the matter, and the customer has dealt with no satisfaction with any offers.
Customer Answer
Date: 04/29/2024

Complaint: ********

I am rejecting this response because:
Papa Johns has not resolved the issue. I sent BBB a message after receiving this phone call from customer care. This is the first time any one has tried to resolve the issue. I have made several trips to the store to resolve the issue and they never come to the door even after calling them. They said they would only let me pick up and I told the lady that I was not making another trip to the store that it should be delivered to me like the original was supposed to be. I was told that an order had been sent to me per their records and that is not true. They refused to do so and said that they would contact BBB to let you all know that I was uncooperative. I don't feel like I am being uncooperative. I have wasted time calling the store, being hung up on by the manager ******* listed above, making multiple trips to store and the door being locked with no one answering the door or phone call while standing outside, and contacting the BBB about this issue. All I want is for my order to be redelivered to me like the original was supposed to be or a refund. This issue has been going on way to long and a resolution needs to be made as soon as possible. The store in question needs to be looked at by Area Manager, Owner, Operator and anyone else who's involved with daily operations because there is several issues going on.

Sincerely,

******** *********
Initial Complaint
Date:12/21/2023
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.
Order was placed over the phone. They took my card, ran it, told me it was unauthorized and disconnected the call. The $119.93 was charged to my card, the store never received an order from the call center therefore never fulfilled the order. 11 days later I still have not received a refund. Papa John’s “customer care center” is absolutely no help and will not respond to any complaints. I have called 6 times and each time am told it will be resolved in 24-48 hours and that I will get a call back. That has not happened, even one time. It is absolutely absurd that no one at the company can connect the dots that a call was made, an order was taken, a card was charged and yet no services were provided. Papa John’s corporate care should be ashamed!
Location of dispute:
Papa Johns
1429 11th Ave S
Birmingham AL 35205 - Phone number 2059812830
Business Response
Date: 12/22/2023
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. Please provide the last 4 digits of the card number, so we maybe of further assistance.

Thanks and have a Great Day!
Initial Complaint
Date:12/20/2023
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.
On 12/9/23 around 4:15 pm I placed an order online for 3 large pizzas and 1 garlic bread for pick up at 5:30 pm. I received an email stating order will be ready in 10 minutes, as well as text message that stated that my order is in the oven (4:18 pm) and that my order is ready for pick up (4:24 pm). I did not want my order to be made an hour ahead of time and sit under the heat lamp, so I called the location and spoke with who I thought was the manager. The guy stated that the alerts I received were most likely an error, and they just meant that my order was prepped. I asked him if he could please check to confirm my order wasn't sitting there - he left briefly to check, came back and confirmed my order hadn't been completed and that it would be ready (freshly made) for 5:30 pm pick up as ordered.

I picked up my order shortly after 5:30 pm. All of the pizzas were cold and had soggy crusts. They looked terrible. The mushroom pizza in particular was especially terrible, with many parts of the pizza having no cheese at all, and the mushrooms looked old. I submitted a complaint on the website on 12/11 as well as completed a feedback email and asked to be contacted, but have not heard from anyone. I am upset with the quality of the pizzas as well as the manager/employee's obvious lie that the alerts I received were in error and that my order would be made fresh - which was not the case.
Customer Answer
Date: 12/20/2023
*** ******* ****** *** ** *** * ******* ** *****
Business Response
Date: 12/22/2023
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 show the Stores management team responded to the complaint submitted to the store stating they refunded the order on 12/11/23. We have confirmed the refund was processed on 12/12/23. Per the desired settlement the refund has been processed.

Thanks and have a Great Day!
Customer Answer
Date: 12/26/2023

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:12/12/2023
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.
The transaction occurred on Weds, Dec 6 2023. I changed my address to my new address in the Papa John's app and paid $45.32 for my food. Approx 45 minutes later I received a phone call from the delivery driver at the wrong address. The app sent the order to the store that serves where I lived 2 addresses ago which is where they took my order. I asked the driver to refund the delivery and send the order to my local store. He said he couldn't. I called the store and asked them to refund the order and send it to my local store. They said they couldn't. I called customer service and they said there's nothing they could do and that I'd have my money back in 5 days even though I had no way to feed my family that night without the money. I have tried for the past 6 days to get my money back and to talk to corporate with no results. Papa John's customer service has repeatedly lied to me and said there is no corporate number and that they are the highest authority in the company. After finding the corporate number on your site and leaving a voicemail for the CEO I called customer service back and gave them the corporate number which made the customer service representative furious! He claims there is no such corporate number. Papa John's has done nothing to resolve this situation except lie and obfuscate information. They also blamed me, said it is all my fault or my bank, and insisted that there's nothing that can be done. The worst part, besides them hanging up on me, is that this was not the first time this happened this year. They refuse to do anything to resolve this situation. This same thing has happened to countless people.
Business Response
Date: 12/22/2023
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 have not been able to locate a transaction nor attempted transaction for $45.32. If the transaction was placed with a different card we would need the last 4 digits and confirmation of the store number. Or you may provide the online order confirmation number from the email received.

Thanks and have a Great Day!
Initial Complaint
Date:12/11/2023
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 incorrect
Not cut
Not done-cheese not even melted
Asked for light sauce-no light sauce
Asked for hot peppers-not received
Talked to manager ******* and she was condescending by telling me that if it wasn’t even cooked the cheese would still be frozen
She told me that she was refunding me $52, that was a lie.
She overheard my wife discussing in the background with her daughter how customer service or lack there of as well as accountability no longer exists and stated that “to tell the ***** in the background that she hopes she chokes”
I made a complaint thru customer service and nothing has been done and no one has called me back although i have made numerous calls asking why this has not been done as of 12-7-23
Was told the owners of the store were unavailable and that ******* would call me between 3-4 pm on 12/5 or 12/6 i can’t recall-that never happened
Made yet another call to customer service on 12-8 and finally received a callback from general manager *******
******* was explained the situation and he apologized and said he’s trying to figure out what to do about ******* due to numerous complaints regarding her
He said that if he fires her he would lose the entire staff and he’s not willing to do that
He also told me that he’s unable to refund my money and that i will have to go through grub hub to have it refunded

So what are we even talking about here?
You keep a terrible employee due to fear of losing staff?
Business Response
Date: 01/04/2024
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 will contact the stores management team for a resolution.

Thank
you again and have a great day.
Customer Answer
Date: 01/05/2024

Complaint: ********

I am rejecting this response because:

Ridiculous response. I’ve already spoken to the so called management. As i stated he wasn’t willing to do anything about the situation because he would lose business. This is merely a stalemate on the part of Papa John’s. I have refrained from contacting the media, in a forms, in hopes of settling this dispute. Not only was that a simple mechanical response for the sake of addressing the complaint there was not one apology made whatsoever. To be honest it’s past the point of a simple written apology.

Sincerely,

***** *******
Business Response
Date: 01/10/2024
Pease provide us with the following
information:

Date
of Order
Papa
John’s Location
Phone number on the order
Customer Answer
Date: 01/10/2024

Complaint: ********

I am rejecting this response because:

The number it was ordered under was *********** the date the order was placed November 26, 2023, the location ordered from was **** **** ***** ****** ******** **** *****. Also see attached.

Sincerely,

***** *******
Customer Answer
Date: 01/11/2024

Complaint: ********

I am rejecting this response because:
The number it was ordered under was *********** the date the order was placed November 26, 2023, the location ordered from was **** **** ***** ****** ******** **** *****. Also see attached.
Sincerely,

***** *******
Initial Complaint
Date:12/06/2023
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 placed an order online for delivery, checked my bank account and it was taken out of the account. I then called the local store to confirm my order and was told that they didn’t have an order for me to be delivered. I then contacted Customer Service just to be told that my order was cancelled and that there was nothing that they could do about this that would have to wait for the authorization to fall off or I could contact my bank and ask them to release the authorization. I called the bank and was told that I would just have to wait for the authorization to fall off
Business Response
Date: 12/22/2023
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 have not been able to locate an order with the email address provided. We would need to know the store number and the last 4 digits of the card to be of further assistance.
Initial Complaint
Date:12/06/2023
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.
Order Number: ********** Papa John’s Store #316
5035 W 71ST ST.
INDIANAPOLIS, IN 46268-5114
(317)297-7272
MY ORDER WAS NOT DELIVERED WHEN IT WAS SAID IT HAD BEEN DELIVERED IT WAS DELIVERED LATER AND WHEN I RECEIVED IT THE SODA WAS OPEN IT WAS MISSING 2 SLICES OF PIZZA 3 PIECES OF CINNAMON BREAD AND 2 WINGS THAT'S DISGUSTING HOW SOMEONE TOUCHED MY FOOD
Business Response
Date: 12/22/2023
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 complaint submitted to the store, states the store offered compensation on 12/9/23. Per the store - "I am so sorry to hear someone ate your food. I will give you a credit for a free pizza, 2 liter n wings on your next order. In order to receive your order you will to call ************ ****** * ** ******* **** *******

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