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:08/29/2023

  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 08/29/2023
  I called papa John’s at 11:57 pm (due to dominos already being closed which I usually order from for personal ) I use papa John’s for my business outings . But this particular night I went with papa John’s due to them being open.
  I call and place a delivery order for a Xl pizza and a breadstick . The lady quoted me 23-27 minutes.
  I waited 45 and I call the store and my call was answered and I was hung up on once I began speaking .
  It’s fine I didn’t get my food my issue is that I run an establishment myself and would never hang up on a customer (even if it was after hours on my end and I still had a. Job to fulfil) which is what happened to me and that is why I’m here now making a complaint . If the crew members didn’t want to deliver my order they could have said that but instead they took my order and quoted me a time and never showed or would answer my call (kept being hung up on) and I use them for business outings often and never will again . I never go to the BBB on any corporation but this really sparked something in me to do so.
  Lack of caring and communication bothers me . Don’t have a customer (loyal customer) at that order something and they aren’t even half a mile down the road from the business and are returning customers and quote a time etc. and never show or answer the phone but instead hang up on them 4 times -
  I’ll never come back and spend my money at papa John’s . I promise that !

  Business Response

  Date: 09/13/2023

  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 to be of further assistance. 
  
  Date
  of Order and 
  Papa
  John’s Location

  
  

• Initial Complaint

  Date:08/21/2023

  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 ordered at a Papa Johns located at Papa John’s Store #4437, 2901 Alta Mere, Suite 600, Fort Worth, TX 76116. I ordered a 3 topping pizza and only got 2, plus the pizza was not good and all the cheese was hard and burnt. The employee named **** who was a very obese male with a ponytail had poor customer service. I complained online that I did not get what I paid for and the bot on the website said someone would get back with me in 48 hours. They did not. I called customer service on Aug. 18 and the rep told me it was marked as "Resolved" by upper management when it was NOT resolved. I called the store and spoke to the female manager and asked her if she got my complaint. She said she did. I asked her why it was marked as "Resolved" when nobody called or emailed me. Her answer was the "District manager will call you." They are very rude in this location, and someone from upper management (as I was told by the Papa Johns rep) said that they marked it as "Resolved" when they did NOT resolve it, and they never called or emailed me. Very unprofessional service and I did not get what I paid for.

  Business Response

  Date: 08/21/2023

  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. Below is an Online Only complimentary Large 3 Topping pizza.

   

  Thank you again and have a great day.

  *******

  Customer Answer

  Date: 08/27/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I tried to use this code online at TWO different locations. I called customer service to give them the code. They said that this code is only good in FLORIDA. I live in TEXAS. I cannot use the code because the Papa Johns customer service rep said this code is only good in FLORIDA. That is over 1000 miles away. 

  What good is Papa Johns giving me a free code when I can't even use this in this state? 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 09/22/2023

  We apologize for the inconvenience. Below is a
  complimentary online only promo code for a complimentary large pizza.  We
  have confirmed the promo code to be working for your location.

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

   

• Initial Complaint

  Date:08/21/2023

  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.

  Bissiness delivers a soggy pizza that is undercooked. We got sick after eating a small Amount. When I contacted them they asked for a pic and I sent one and threw the pizza away. I took a pic and sent it and threw it away. They never said I had to keep pizza for a refund. They asked for a picture only. I don’t think I should need to. Pay for a pizza that is not edible.

  Business Response

  Date: 08/24/2023

  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. Since the product was not returned, the store would have to approve and or submit any refund. 

  Thank you again and have a great day.

  Customer Answer

  Date: 08/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business  offered me a free code for a free pizza and is now not providing it 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 09/13/2023

  Since the desired outcome is a refund, this can only be processed or approved through the store location which accepted the payment.  Papa John's offers a Quality Guarantee.  However, the product was not returned and this is one of the conditions of the guarantee:

  To claim the Quality Guarantee:
  You must call the restaurant where your pizza was ordered and made.
  The claim must be made the same day as the original order within thirty (30) minutes of the time of delivery or pick-up.
  No more than two (2) slices of the original pizza may have been eaten and you must show a valid proof of purchase upon request.
  For delivery orders, to claim the Quality Guarantee, we will deliver the replacement pizza to the same address as used for the original order on the same day or future order from the same restaurant.
  For carry-out orders, the Quality Guarantee must be claimed in-store by bringing the original pizza order to the same restaurant where the pizza was ordered and made.
  We reserve the right to collect your original pizza order at the time you receive your replacement pizza.
  Provided you have fully complied with these terms and conditions, Papa Johns will replace an unsatisfactory pizza for a pizza of equal or lesser value, free of charge, subject to normal restaurant hours.
  There is no cash alternative or refund available. Subject to availability and non-transferable.

   

• Initial Complaint

  Date:08/11/2023

  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.

  I was standing in the front of the facility when one young man was making the pizza dough he put his hands down his pants digging and continued making dough he may have been upset because he had to remake my pizza the make at the register was smiling like he knew what was going on

  Business Response

  Date: 08/24/2023

  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 to be of further assistance.  We would at least need to know the store location and the phone number or order number for the order. 

   

  Thank you again and have a great day.

• Initial Complaint

  Date:08/09/2023

  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 on the Papa Johns app on July 29. I went to the store to pick up the order and found that the store had no record of my purchase (for which my credit card had been charged). After some back-and-forth, the store prepared my order. I later sent a message to Papa Johns about the problem, and I was told that the order would be refunded. I had used $20 worth of Papa Dough, and $15.80 was billed to my credit card. I have not received either of these credits, and I have not received a direct response from Papa Johns. The agent who originally replied is not responding at all, and Papa Johns corporate has simply said that they have sent my complaint to the local store. I seek a refund of $35.80.

  Business Response

  Date: 09/22/2023

  We have reached out to the
  manager of the store location to get a better understanding of this
  complaint.  We see the order in the store as order number ***********
  Since the store has the order, yet you state the store didn’t
  have the order we need further information to be of further assistance. 
  We do see the stores connectivity was down when the order was placed, thus there
  was a delay in the order getting to the store.  Thus, the order may not
  have been at the store when you got there. 

• Initial Complaint

  Date:08/09/2023

  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.

  August 8 I placed a order for delivery I was supposed to have my order at 731 pm. I never received order. I called store explained to manager never received my order. Manager said order was left at wrong address I demanded a refund to my account. Manager said couldn't get a refund.

  Business Response

  Date: 08/09/2023

  We show the order was
  cancelled the same day.  Therefore, the transaction was automatically voided,
  and the funds were automatically returned. 
  Thanks, and have a Great Day!

• Initial Complaint

  Date:08/09/2023

  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 made an order through the app for 10750 Atlantic blvd.. somehow the app went back to the last place I placed an order, which was at 950 - D Morgans Corner Rd Ste D, Pooler, GA 31322, I am in Jacksonville, Florida, over 2 hours away.. I had to call them over 20 times before they would actually answer their phone and stop picking it up and then hanging it up, no hi or anything, when they finally answered they were just like yeah, that wasn't me that was my coworker.. idc who it was, I needed yall to cancel my order because the app doesn't work correctly, they finally canceled it, but I do not think anyone should have to call a business so many times just to be able to talk to someone and not get hung up on, what if I was trying to make an order and not cancel my order? Oh wait they must not want to work, so they're just hanging up on all your potential customers.

  Business Response

  Date: 08/21/2023

  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 result, the order was cancelled and thus the transaction was voided.

   

  Thank you again and have a great day.

• Initial Complaint

  Date:08/04/2023

  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.

  I placed an online order at 10:33 on 7-30-23, I was told 30 minutes for delivery, an hour later at 11:30 I called the store looking for my order, the lady on the phone told me she had not put my order in yet that it will still be an additional 25-30 minutes for the pizza as they only have 1 driver for the night! I was not informed there was going to be such a long wait for pizza after being told 30 minutes, I asked if I could pick up the pizza and the lady told me yea it would be ready in 10 minutes, had I been informed I would of picked up my order over an hour before hand. After picking up the order the lady said she would compensate me on my account(never happened) In addition I was charged a delivery fee and driver tip for an order I picked up!!!! I am seeking a full refund as this has been an awful experience and theft of my delivery fee and tip!
  I have also tried reaching out to papa John a care team for resolution and was ignored after they told me they would email me with resolution
  My store I ordered at is Papa John’s Store #811
  3644 Main Street
  Hilliard, OH 43026-1359
  (614)777-4545
  
  My order#**********

  Business Response

  Date: 08/15/2023

  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 original order had a price adjustment $4.99.  We also show the store have provided an in store credit.

   

  Thank
  you again and have a great day.

  Customer Answer

  Date: 08/15/2023

   
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:08/02/2023

  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.

  some one stole my papa dough to place an fraudulent order #********** in new york city while i live in maryland. i discovered it immediately and called the store to cancel the order when it was not even cooking. the store did not do anything and i still paid for the thief's meal! i tried to protect the store and your company to alert them immediately but it seems that papa johns just want to take my money and does not care if it is theft or not. it is very sad

  Business Response

  Date: 08/02/2023

  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 voided the transaction thus the Papa Dough was returned to the account on 8/2/2023 at 12:27am. 

  We take our customer's
  online security very seriously. The security controls around our customers'
  accounts and information, including the transmission and storage of credit card
  data, are protected by the highest security and PCI compliance standards.
  Credit card data is securely encrypted and cannot be accessed except for the
  last four digits of the card number.

  
  We have researched
  your complaint and have determined that there was no breach of our systems that
  would have allowed anyone to access your full credit card data. Unfortunately,
  it appears that someone may have gained unauthorized access to your account using
  your username and password obtained from a third-party source. This means that
  someone could have been able to view your account profile and potentially place
  an order by paying cash or using reward dough.
  
  Your credit card could
  not have been used because we require the CVV code to be entered with every
  order.
  
  Again, we truly regret
  that this occurred but the access to your account was not the result of a
  breach of Papa John's systems.
  
  The following
  recommendations will help us protect your account going forward:
  · Reset your password
  to a password of your choice but ensure compliance with our recommended
  criteria.
  · Avoid using the same
  username and password that you use for other online accounts.
  · Ensure your password
  is not easy to guess and periodically change it.
  · Do not share your
  username and password with anyone other than those people who want to use the
  account.
  
  Thanks' and have a Great Day!

• Initial Complaint

  Date:07/31/2023

  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 on your mobile app (order #**********) and I accidentally selected cash as my payment option. Upon realizing my mistake I immediately contacted the location responsible for delivery and paid for my order with my VISA ending in ***** I was ensured that the order was updated and I continued working until the order arrived.
  
  Once the delivery driver arrived, she asked me for a payment of $29.32 in which I explained to her that the order had already been paid in full. The driver needed to verify this and called the store manager *** ****** ***** who identified himself as the store manager then later as the regional manager. ** ***** and I got connected on a phone call where he explained to me that my payment did not go through and I needed to pay again. To my surprise I noticed the payment pending in my account so this did not make sense to me at the time. I asked for further explanation but I was denied a reasonable explanation by your Store Manager, instead I was met with disdain and unprofessional behavior.
  
  Your Store Manager *** ***** then decided he had heard enough and that “all I wanted to do was argue” and hung the phone up on me. Enraged, I called back and explained how rude that type of behavior was and that I was coming to collect and pay for my order.
  
  Upon arriving at the store I was greeted by a nice cashier and explained the aforementioned and ended up meeting *** ***** at the front cash register in the store. To my surprise it was explained to me that my order was cancelled and that my payment would be refunded and that I had not been charged. This was news to me as I still had pending transaction on my account. I explained that I spoke to a young man who took my payment and was ensured that all was well with the order and the update was successful. Albeit that was not the case.
  
  .....I uploaded the entire complaint......

  Business Response

  Date: 08/10/2023

  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 are bit confused with the information provide in the complaint.  Two orders are mentioned in the complaint.  However, we show 3 orders were placed online for 7/28.   The first cancelled order was placed an hour before the second one.  Two orders for cash were cancelled and the last one for credit card was completed.