Complaints

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

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

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• 

  Papa John's

  2002 Papa John's Blvd. Louisville, KY 40299-3393

• 

  Papa John's International, Inc.

  3900 N 1st St Abilene, TX 79603

• 

  Papa John's International, Inc.

  Saint Louis, MO 63119-1253

• 

  Papa John's International, Inc.

  3675 Nameoki Rd Granite City, IL 62040-3705

• 

  Papa John's International, Inc.

  501 W 6th St Rolla, MO 65401-3056

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:12/04/2023

  Type:Delivery 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.

  The website for the Papa John's did not work. The incorrect order was placed. I did not receive the correct item. I would like a full refund. I did not receive any product or service. The changes to my card are fake. The order number was ***********

  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 would need more information regarding this complaint.  

   

  The complaint states I did not receive the correct item, yet the complaint states I did not receive any product or service?   Also did you reach out to the store regarding the order.

   

  Thanks and have a Great Day!

  Customer Answer

  Date: 12/27/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I contacted the store. The store did not take any action.
  
  
  
  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:12/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 17th, 2023 I ordered food from there in the amount of 47.85. I got a notice from them saying it had been delivered but it had not so I tried numerous times to call up there in which they wouldn't pick up the phone. I gave them time figuring they was busy but after 2 hrs I went up to the store in person in which they told me that the driver had my food and would be delivering it shortly. So after maybe another 20 mins the driver showed up with my food but of course my food was missing items as well as cold as ice. So I tried contacting them again with no luck so I contacted customer service 3 different times since then and everytime they said someone from the store would contact me within 24-48 hrs and they have not so today I'm gonna contact them once more and see if anything gonna happen but I doubt it. But to make matters worse they won't even pick up the phone for theyre own customer service everytime I'm on the phone with em , they also said that they emailed me saying they accredited my account. i never received this which may be a email mess up but whatever they r prolly lying from the get go since thats all they have done to me so far. but after this I don't want credit I want my money back I will never order from them again.

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11-10-2023 at 6PM, I placed an order with Papa John's store #1324 for $45. When the food was delivered, items were missing. I called and spoke to the manager and he promised to re-send them. By 9PM, nothing had arrived. I then called back and he "accidentally" hung up on me. I called again and he said he was short-staffed and promised to refund my order. By 11-18-2023, I had not received a refund. I filled out the feedback form on the Papa John's website and on 11-19-2023 "***" responded to me and promised to handle the refund immediately. See the attached screenshot. I was given two Case IDs, ********* and ************************************* By 11-27-2023, I still had not received a refund. I replied to ***'s e-mail and filled out another feedback form on the Papa John's website. It is 11-30-2023 and I have not received a response from either source. I paid for items that I did not receive. I do not want coupons for future orders, I want the refund that was promised to me twice. Without a refund, it is simply theft.

• Initial Complaint

  Date:11/21/2023

  Type:Billing 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 Nov. 20, 2023 I ordered a pizza on the Papa Johns *** ** **** * ***** ** ***** **** ****** ** ****** * walked in the store around 10:25 AM and I stood by the counter for a few minutes. There was an east Indian female with glasses working there. She was an older female and the only one working there. She completely ignored me as I stood in front of the counter. So, I went and moved to the side of the counter which was 3 ft. I did NOT go inside the counter but moved 3 ft to the side of the counter to get her attention. I said, “My pizza is right there.”
  Instead, she NEVER greeted me or apologized for ignoring me. She SCREAMED AT ME to move to the front of the counter. I was in front of the counter towards the side. She treated me like a 5 year old child and yelled at me to stand in front of the counter. I explained to her that I was standing in front of the counter for a few minutes but she never even acknowledged me so I moved to the side to get her attention.
  
  Then she continued to yell and rant and I finally got sick of her unprofessionalism and I said “Whatever” and I turned around to walk out. She lost her temper and cussed at me and screamed at me. I repeated what she said to me. She said, “Whatever (****** *** * ****** to me and so I repeated it to myself. I walked out because she was extremely unprofessional and rude. I hope Papa Johns fires her. She was the only employee working around 10:25 AM on Nov. 20, 2023 at **** * ***** ** ***** **** ****** ** ****** **** **** ****** ****** had ZERO customer service skills and does not know how to be professional and handle stress at a job.

  Business Response

  Date: 11/30/2023

  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 sent your comments to the Owners/Operators of your local store
  for review. 

  Thanks' and have a great day!

  Customer Answer

  Date: 11/30/2023

  
  
  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:11/17/2023

  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.

  At approx 2:45pm on October 31, I called our local Papa John’s to ask if they could accommodate a 5:00pm pickup. They said yes, so I placed and paid for the order (**********). I received an email confirming the 5:00 pickup.
  
  My husband went to pickup the order at the agreed upon time and was told it had not been started, but give them 15 minutes. At 5:20 he again inquired about the status of the order. One employee said they still had not started it, but another said it was almost ready. Nobody could give a straight answer.
  
  One hour later, he walked out with the food. The restaurant refused to refund us, even though we no longer needed the food at that point.
  
  I have reached out to customer service twice and asked for somebody to call me. Nobody returned either call, minus one email with a $5 credit.
  
  I would like a full refund for this order.

  Business Response

  Date: 11/20/2023

   Thank you for the feedback. We will reach out to the stores management team regarding a request for a refund.  

• Initial Complaint

  Date:11/14/2023

  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 have ordered pizza twice and this same incident has occurred. I would order the same thing each time. I would get my order online and manually enter a tip of my choice then submit order. Once my pizza arrives i get a notification from my debit card that someone has authorized an extra $5. I have noticed when i didn’t tip at least $5, someone at the store call would cancel my original tip and add $5 as if i did it. I would always get the notification after the food arrives to my phone since i have notifications from my bank to my phone for all transactions. This has happened to me 2 times in the last 3 months. This is theft and making fraudulent transactions and improper use of customers credit cards. Someone is committing fraud and theft at this store on purpose. And it’s going unnoticed if the person doesn’t have notifications set up for any transactions made on their card. Had my bank not alerted me i wouldnt have known they were doing this.

  Business Response

  Date: 11/30/2023

  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 most recent order does not reflect a pretip.  However, the order reflects a post tip at the store. We have forward this information to the stores management team.

  Thank you again and have a great day.

  Customer Answer

  Date: 12/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I’d like to see action take. For fraud and theft. Doesn’t have to be jail time but something needs to be done. No one deserves that kind of service.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/13/2023

  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 a pizza on the papa John’s app and it was delivered from the Story Road location in Irving Tx. My customized pizza was supposed to include double pepperoni. It was only cheese. I attempted to contact the location directly and no one answered. I want my rewards bucks back and a refund.

  Business Response

  Date: 11/14/2023

  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 show the online order submitted to the store was a special mix and match deal and the 25% off promotion added to order for a Medium Original Crust Cheese Pizza and a 6pc Barbeque Wings. 
  

  Thank you again and have a great day.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

  order pizza on 10/21/23. there was an issue with my order and i went to chat with papa johns. i was promised a refund and some store credit. cool. a week goes by and i call the store. the store manager claims my refund or store credit was never issued, so she claimed she did it for me. its been a whole nother week and i still haven't got my money back as promised. papa johns has been my favorite place for awhile but this is ridiculous and the promises not being kept is ridiculous. i've chatted multiple times they said someone would reach out to me and absolutely nobody has. its going on 3 weeks everyone said i would have a refund processed, but my money is still missing . its not even $20 but i could've used that for my kids lunch money. now i'm out of my money and i went through my bank, they did not help. money down the drain for a pizza i didnt get .
  this happened in mcdonough georgia. ive reached out to chat multiple times and did feedback forms for 3 weeks straight and still didnt get my money back. its not my bank because all my money is coming in as it's supposed too. i don't think the store manager refunded my money the correct way.

  Business Response

  Date: 11/14/2023

  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 store indeed submitted the refund on your behalf and showed the order as refunded.  However, we show our credit card services did not receive the electronic refund.  We have processed and confirmed the refund of $13.69 on 11/14 and the funds will be available within the next 3 to 5 business days.  Also below is a Papa John's Gift card.

  Papa John's Gift Card: *******************  

  Pin: ****

  Amount: $20.00

  Thank you again and have a great day.

  Customer Answer

  Date: 11/14/2023

  
  
  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:11/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order#********** Date - 11/2/2023
  
  I order a chicken and mushroom pizza. An hour later I get notification on the tracker that pizza was delivered. No pizza was outside my door. I called the location and they said it would be there soon. I get a cold pizza with pineapple on top, with no chicken or mushroom. I lodge a complaint on papa johns website. 48 hours pass by with no response. Totally no customer service compared to their competitors. I dont know if I will ever order again. I want my money back for a terrible experience and inaccurate order.

• Initial Complaint

  Date:11/01/2023

  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.

  Placed an order oct 31st did not receive my order contacted them kept getting put on hold my order was not received my complaint kept getting put off and now im out of the my money and no food order number was #**********

  Business Response

  Date: 11/30/2023

  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 sent your comments to the Owners/Operators of your local store
  for review.

  Thanks and have a Great Day!