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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

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2023

      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.
      On Monday, 10/30/23, I ordered a large Shaq's Pepperoni Pizza per Order #********** for delivery to my home: address **** **** ***** *** ****** ******** **, which I never received because the driver delivered it to the wrong address. I calked Papa Johns Pizza and spoke with the manager ****** who was very nasty and unprofessional about my concerns. I waited one hour for the delivery and ***** wasn't empathetic about my wait time nor did he care less about my order being delivered at the wrong address. I did not receive this order. So, I asked for a refund of the $23.27 charge to my debit card. The manager, ***** asked me to say PLEASE for a refund . I said no because their delivery guy went to the wrong address. ***** started laughing and disconnected the call. However, I checked my bank transaction for the pending refund and it was not processed by *****, so I'm filing this complaint against Papa Johns Pizza's unethical, unprofessional, and deceptive nusiness practices.

      Business Response

      Date: 10/31/2023

      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.  Per the desired outcome, we have reviewed the order and show the transaction was voided on the same day.

       

      Thank you again and have a great day.

      Customer Answer

      Date: 11/01/2023



      Complaint: ********



      I am rejecting this response because the msnager at the Powder Springs location on Brownsville Road need to reprimanded for his unethical communication towards customers. **** was belingerent, hostile and unprofessional. If that is Papa Johns Pizza management culture, then I will never visit that location and warn my family, neighbors and closest friends of the total disrespect - unacceptable while **** stated that his Regional manager was present during the yime of his tasteless performance in front of the staff and other customers.



      Sincerely,



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

      Business Response

      Date: 11/02/2023

      The information regarding your complaint was sent to the Owners/Operators of the store for review.

    • Initial Complaint

      Date:10/30/2023

      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 Number: *********** Store #1128
      Transaction Date: 10/27/2023

      My order was suppose to be ready between 6:57pm - 7:07pm. I reached the store ~6:55pm, store rep said it will be ready in another 20-30 minutes. I went back ~7:05pm and told him that my order says it will be ready before 7:07pm and I have kids in the car, so is there anyway you can expediate it. Immediately that rep said I cancelled your order because you want by 7:07.

      Is that the way you are training your employees to behave to a customer who waited for the order for an hour and even after saying kids in the car waiting for the food. There is a serious problem running the business like this.

      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 would like to be of further assistance however we would need the correct order number.  The online order number listed in this complaint has one to many digits for our confirmation numbers.  We have not been able to locate an order with the email address listed as well for the date.

       

      Thank you again and have a great day.

      Customer Answer

      Date: 11/14/2023

       

      Complaint: ********



      I am rejecting this response because: I have provided the Store Number and Order Number from the email I received from Papa John's if they cannot find it then nobody else can find it. This tells how great their service and world class treatment to customers.



      Sincerely,



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

    • Initial Complaint

      Date:10/24/2023

      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.
      We ordered the shaqaronia and it cost $30.00 dollars. We bought 2 pizzas and he was cheap on the pizzas and there wasn't enough pepperoni and we ordered other stuff it didn't taste good either. We bought it on brown road and mesa drive in mesa Arizona 85201 . We want our money back. We were homeless for 24 days and we have a nice place now. We are recovering from covid and we are on oxygen and we are a disabled couple.
      Resolution, we want our money back. Thank you.

      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 would need to know the location to be of further assistance. 

    • Initial Complaint

      Date:10/02/2023

      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.
      Today, October 1st, I ordered a pizza, breadsticks and cinnamon pull apart. I realized it was being sent to the wrong address and tried calling the store it was ordered from 8 times without my call being answered. It has been delivered to the wrong address now and I'm out $50. It was sent to ***** ****** *****. My address is ***** ****** ******

      Business Response

      Date: 11/16/2023

      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 need more information to be of further assistance. The screenshot just has the store information.  The phone number and email listed in this complaint had no online order on 10/1/23.  We need the order number or phone number to be of further assistance. 

    • Initial Complaint

      Date:10/02/2023

      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 have tried via several different methods to settle this dispute with Papa Johns pizza and there is a serious moral issue with this company and its values. Several times, I have spoken with chat after submitting multiple ignored feedback forums, and have received word of emails being sent to me but no one can confirm when or what the email contained. With the most recent order, Papa Johns delivery driver claimed the order was delivered but did not and then the Papa chat agent informed me an apology was delivered as if this changes or makes the situation better. I am angered and disappointed with Papa Johns blatant lack of regard or care for customers and I am hoping that someone can provide a better solution and better management of complaints without them having to be escalated. Papa Johns has provided me with several instances of headache, abuse, and malice and I hope that Papa Johns can implement a better plan for minor or lesser issues. Customer service agents entire goal seems to be to end chats quickly rather than implement solutions and store managers provide so many excuses that is difficult to believe them. Multiple times, "calls do not go through" or "emails must be going to SPAM" and this is becoming a trend of disregard and it is not encouraging to continue to support and patronize Papa Johns. Please respond to my multiple attempts regarding order **********

      Business Response

      Date: 10/03/2023

      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 District Manager responded to your
      restaurant survey apologizing and requesting you contact the store
      manager.  The store manager Carolyn confirmed they have a Quality Guarantee
      at the store that has yet to be redeemed.  Per the desired outcome, the Quality
      Guarantee needs to be redeemed at the store.

       

      Thank you again and have a great
      day.

      Customer Answer

      Date: 10/04/2023

       
      ********** ********



      I am rejecting this response because: Yes I have reached and was told the manager reached out. After reaching out to the email provided no one responded again so I am not sure why this is not being responded to but there is not a reasonable attempt being made at ensuring I am being connected with and I would like for them to email and call to ensure contact is made



      Sincerely,



      ****** *****

      Business Response

      Date: 10/04/2023

      I'm sorry, we will have to follow the policy
      and procedures set forth by Papa John's.  We confirmed on Tuesday with manager
      *********  the store has a Quality Guarantee
      listed in store under your phone number. Quality Guarantee is how the store inputs
      credits, so that when the customer contacts the store, any employee taking the
      call will see the credit listed under the phone number.  This was listed as the desired settlement and
      the store has the credit.

      Customer Answer

      Date: 10/05/2023

       

      Complaint: ********



      I am rejecting this response because: I am concurrent with policy and procedure. The issue is no one has communicated with me regardless and I have attempted to reach out to have the manager respond and they do not. Please have your manager or team reach out 



      Sincerely,



      ****** *****

    • Initial Complaint

      Date:09/28/2023

      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.
      On September 17, 2023 I placed an order with Papa John's online. Everything was great with the order and they sent me an email the same day that stated:

      "Hello ******* ********* 
      Thank you for your recent order from our Papa John’s restaurant at 280 NORTH RIVER AVENUE. Your feedback is extremely valuable to us as we continually strive to deliver a better experience to all our customers. As a thank you for completing this quick survey, you will receive a code for a free Papadia on your next online order."

      I completed the survey the next day and they sent me a promo code but it was one that they had already sent me for a previous survey that I filled out for a past order several months previously so it was invalid even though it was a totally new and separate survey that I was invited to complete for a free Papadia.

      I contacted support and they said they couldn't help me even though the email promised something they did not follow through on, it was 100% false advertising.

    • Initial Complaint

      Date:09/21/2023

      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 filled out an online survey about Order *********** on September 12, 2023. There were problems noted with the quality of my pizza and with my delivery instructions being ignored. I received an e-mail response from the store manager ******** who offered to "make it right." I replied on 9/15 and again on 9/17 with pictures and a proposed resolution, but I did not receive any further contact from ****** or anyone else with Papa Johns. The case ID shown on the e-mails is *************************************

    • Initial Complaint

      Date:09/13/2023

      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 am writing to express my disappointment and frustrating regarding a recent experience I had at your restaurant on September 9, 2023. I placed an order for pick up, and unfortunately my order was incorrect. I have been unsuccessful in contacting the store that evening and thus I am filing my grievance here.

      The order I received contained different toppings and was clearly not what I had ordered. It was not only an inconvenience but also a significant disappointment as I was expecting a specific taste and flavor profile that I did not get.

      As a loyal customer of Papa Johns, I have always appreciated the quality of your food and the excellent customer service I have received in the past. This experience, however, has left a sour taste in my mouth, and I believe it is essential to bring it to your attention.

      I kindly request you investigate this matter further and take steps to ensure that such errors do not occur in the future. It is crucial for your restaurant's reputation and customer satisfaction that orders are fulfilled correctly and that customers receive the level of service they expect.

      I would appreciate a refund or a credit for the incorrect order. Thank you for your attention to this matter. I hope that my feedback will contribute to the improvement of your service and overall dining experience. I look forward to a prompt response and a resolution.

      Business Response

      Date: 10/03/2023

      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.  If you need any further assistance or have any questions,
      please contact us at the number below.  You have requested for us to
      investigate the matter but have not provided any details for us.  No
      information regarding the store location, name or phone number on the order,
      the actual details regarding the order placed and received.  Also, if a
      refund is granted by the store location, we must reach out to the store
      regarding the details. 

      Thank you again and have a great day.

    • Initial Complaint

      Date:09/11/2023

      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 them for extra extra cheese kn my pizza and this location thinks their slick because all they did was put regular cheese ontop of the peperoni and nothing on the bottom to make it look like their putting cheese on these pizzas if i get a pizza with regular cheese thay means a regular peperoni pizza with cheese kn the bottom then extra extra cheese on top everyone knowa this the other papa johns do this but not the brampton location i went to they are scamming their cuatomers and they think they can get away with it because all they did was respond to me with a sorry and did not try to correct the issue the orser njmber was ********** the location is the one brampton ontario canada

      Business Response

      Date: 09/13/2023

      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 pictures illustrate a lot of cheese on the pizza.  Papa John's procedure does not consist of putting cheese under the Pepperoni and on top of the Pepperoni.  


      Thank
      you again and have a great day.

      Customer Answer

      Date: 09/14/2023



      Complaint: ********



      I am rejecting this response because: how did I recieve extra extra cheese then when it was basically a layer of regular cheese what u guys are doing is a rip off because if the pizza comes with cheese and I pick extra cheese and extra cheese again I expect 3 cheese but all I recieved was 1 thin layer of cheese this is a rip off and you people are doing this to scam people then if I wanted regular cheese on top I would of just put it in the instructions comments I could add you guys this is a scam to give people an option of this for the amount of money I paid and I'm gonna file a consumer report about this next because this is false advertisement 



      Sincerely,



      ***** *****

      Business Response

      Date: 09/14/2023

      The store followed the correct procedure for topping pizza.  The toppings go under the cheese.  The pictures reflect more than the 2 cups of cheese that go on a regular large pizza. The picture also reflects the edges of the pizza being red from the sauce and the cheese being center loaded.

      Customer Answer

      Date: 09/14/2023



      Complaint: ********



      I am rejecting this response because: well this is the last time I ever order papajohns u guys are scammers and I will file a complaint 2 cups I think not u can tell when cheese is ontop of the pepperoni? That's laughable you guys do this on purpose to scam your customers and I will be following up with a higher up then this because this is redicilous ur guessing why don't u go to the store and review the camera footage like a proper company because u know u guys are ripping people off that's why and it's principal at this point I won't let it go



      Sincerely,



      ***** *****

    • Initial Complaint

      Date:08/31/2023

      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 ordered a pizza (Order Details#**********) and my ordered did not come. I called to ask where is my pizza and they realized it was delivered to the wrong house. I even tried to wave the driver down.

      They said they will deliver a new one and they did. I asked for a discount or some compensation for my troubles and the manager very RUDELY Said "NO!" DO YOU WANT YOUR "BLEED*^%" PIZZA! I said yes. I wish the manager wasn't so mean and he could of said it nicely and commonly. He probably needs peoples skills and anger management class.

      The pizza was really good and thank who made my pizza.

      Papa Johns
      2441 East US Hwy 377 Suite 110 · ***** ********

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

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