Business Profile

Pizza

Papa John's International, Inc.

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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.
81 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/19/2023
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 July 13th I purchased a Large NY Cheese Pizza. They have been running a Ad on TV for $12.99. I was charged $19.25 for a plain cheese pizza, plus a food tax of $1.25 and tax of $1.25 a total of $20.60. If the ad stated and was still on for $12.99 how in the world am I charged $20.60. I want a Refund and do not recommend anyone going there for pizza go anywhere else.
Business Response
Date: 07/19/2023
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 a little more information to be of further assistance. We would need the store location to locate the order that was placed.
Thank you again and have a great day.
Customer Answer
Date: 07/20/2023

Complaint* ********

I am rejecting this response because: I sent the address of Papa John's I had the problem with. I'm giving it to you again here it is. Papa John's 231 Southwest Port Saint Lucie Blvd. Port Saint Lucie, Florida 34984-5043 Phone Number (772) 879-1100. Not happy with them or recommend them to anyone, go else where for your Pizza.

Sincerely,

******* *******
Business Response
Date: 07/21/2023
We have search the store location and have not been able to locate an order for the name and phone number. listed in this complaint. We would need some information regarding this order to be of assistance.
Did the store have any information regarding the deal and rejected the deal? Did the store say the deal expired?
Customer Answer
Date: 07/21/2023

Complaint: ********

I am rejecting this response because: That night of July 13th the day I purchased the pizza it was advertised again on TV, and I seen it again July 15th so it was not Expired. I'll give you again all the info I have on my receipt: Papa John's 231 South West Port Saint Lucie Blvd., Port Saint Lucie, Florida 34984-5043 Phone # (772) 879-1100 Restaurant # 1068 that is everything I have and it is not right for us Seniors to keep getting s scammed.

Sincerely,

******* *******
Business Response
Date: 07/25/2023
Can you provide the order number off of the receipt. I have not been able to locate an order with the phone number nor name provided in this complaint. I also checked the second Port Saint Lucie store and no results. The order number would allow me to review the order. Unfortunately, i can't be of assistance without locating an order.
Customer Answer
Date: 07/26/2023

Complaint: ********

July 26, 2023
It was purchased on 07/13/2023 at 11:21 A.M.
The ad was still running cause it was on TV that night. I gave you the Address and Phone Number Twist after filling out the Complaint.
The Order # ****
Reference # ******
Batch ID- ***
Restaurant # ****
This is everything that is on the receipt I have no other information. If you can not find this store is it a Fly By Night store??? Hope to get this settled real soon.

Sincerely,

******* *******
Business Response
Date: 07/27/2023
Thank you for the order
number. The order was not under your phone number nor your full name, thus i
was not able to locate the order. This order indeed reflects an extra-large
cheese pizza at full price and does not have the New York Style pizza listed on
the order. Therefore, the charge was indeed the price of an Extra-Large
cheese pizza. I have spoken to the manager Joe, who states they did
indeed have a special for the New York Style pizza. At this point of
course we are not sure why the New York Style pizza was not listed on the
order, since you state that’s what you order. Per your resolution, Joe
has graciously processed a refund on the order. The refund should reflect
in 3 to 5 business days.

Thanks and have a Great Day!
Customer Answer
Date: 07/27/2023

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. Will not go or order from them again, I guess the woman that took the order needs Hearing Aids cause I told her three times I wanted the special the Extra Large New York Style Pizza. Will be looking forward to my refund. Thank you for your help in getting this problem resolved.

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:07/17/2023
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.
Ordered online...with 3 added items to the pizza. Charges the addl amount and PAID the EXTRA... Pizza def DOD NOT have the items ordered and paid for. Called and they did nothing about it. Absolutely NOT right. No apology and no restitution... BS. Lost my business and am spreading the word. Do not order or buy from this franchise.
Business Response
Date: 07/27/2023
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. I have not been able to locate an online order for the phone
number nor the email address listed this ticket. to be of assistance, we would
need to locate the order and get some details regarding the missing/added items.
Customer Answer
Date: 07/27/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ******
Initial Complaint
Date:07/07/2023
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 food it was never delivered I was promised a refund I was never issued a refund I contacted the store they said that they never issued a refund and I need to contact my bank now but my bank will not refund me because the store is the one who never delivered the food I want my money back. The total was $30.61
Business Response
Date: 07/17/2023
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 General Manager *** to get this resolved. *** states the instore order does not reflect wings and we have informed him the online order reflects hot lemon pepper wings and the customer was charged for the wings. *** states he would contact *** ***** to get this resolved.

Thank you again and have a great day.
Customer Answer
Date: 07/17/2023

Complaint: ********

I am rejecting this response because: I already spoke to a manager they said they were going to refund me back in March here it is July going on August and I called them last week they said that I have to call my bank so I would like a full refund and I would like credits for being over 3 months and I still have not received my refund and when I spoke to somebody the day I filed the complaint the boy in the store said that they do have a refund that was supposed to be issued but they see it was never issued and they don't know why so I would like my full refund

Sincerely,

******* *****
Business Response
Date: 07/27/2023
We have been unsuccessful getting this resolve with the store manager. However. below I have Papa John's Gift Card for $20
Amount - *******************
PIn - ****
amount - $20

Thanks and have a Great Day!
Initial Complaint
Date:07/05/2023
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 a pizza from the shop located at 16d E Golf Rd Ste D, Schaumburg, IL 60173. I purchased a pizza that took over 2 hrs to even be marked out for delivery. After that, the order was marked as completed, even though I never got the pizza. I have been trying to get a refund for services not rendered and while they continue to tell me they are, I have yet to see a refund. This Papa John's has a history of doing this I have noticed from the reviews.
Business Response
Date: 07/07/2023
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. We show the store processed a refund for this order on 7/3/23, which was the desired outcome.

Thank you again and have a great day.
Initial Complaint
Date:06/19/2023
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 june 18,2023 i order 2 pizzas from papa johns here is my order number ********** i waited until 40 mins after placeing my order i called store the manager told me that the driver should be at my home any min i told the manager i wanted my money back because i saw on tracker that the driver went past my home 10 mins away and i dont want a cold pizza at that time the driver pulled up in my driveway 45 mins after i placed my order i knew the pizza might be luke warm but not hot so i ask for my money back i told the driver to take pizzas back i did not want them the manager hung up on me so i filled out the feed back form anf this was what i got. ***** ***, Jun 18, 5:52?PM (14 hours ago)
to me

Hello, I am sorry for your inconvience of ordering at a different pizza place. We have the pizzas in a heat bag in the back seat of the cars so they will not be cold in 40 minutes. Our normal delivery time is 30-45 minutes and we make sure to deliver them hot and fresh.

***** ***** Papajohns

not one word about giving me my money back i never took pizzas and i have yet to get my back my money. i really do love papa jphns but i will never order from them again no one wants to pay for cold pizzas so i told the driver to take them back i should get my money back but i did not and yes i had to order from pizza hut i dont like pizza hut
Business Response
Date: 06/30/2023
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 desired outcome was for a refund. We show the
store cancelled the transaction on the same day, therefore the transaction
never settled.

Thus, no charge was processed for the order.
Customer Answer
Date: 06/30/2023

Complaint: ********

I am rejecting this response because: it might have been cancelled on the same day but it take me 7 days to get my money back and it is very sad i will never order from papa johns again i did get my money back and thank you

Sincerely,

***** *******
Business Response
Date: 07/11/2023
I’m sorry, I don’t have a full understanding of the rejection
as it relates to your desired settlement. This was a pending hold and not a
refund. We show the transaction never
settled. Depending upon your financial institutions policy determines the hold of the funds. Financial
institutions have different timeframes for pending holds. Majority of banks pending holds are reversed
immediately, or within 24 hours. Some maybe 3 business days. Any pending
transactions held longer than 3 business days would be a prepaid card which
could be 7 business days and even up to 30 days.
Initial Complaint
Date:06/19/2023
Type:Sales and Advertising 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 mountaineer 304 deal is a rip off. It states one large 4 topping at regular menu price and a second medium 1 topping for 3.04. It was charging me 30 dollars for the one large 4 topping alone. That is not regular menu price! I put in a large pizza with 4 toppings to see the total with it by itself and it was 21 and some change. So the deal in total should be like 26 dollars after tax. Not almost 40 dollars!
Business Response
Date: 06/30/2023
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 reached out to the stores management team to have the online coupon corrected.

Thank you again and have a great day.
Initial Complaint
Date:06/08/2023
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 two pizzas 3/14/23 I received them one was fine the other was burnt. I tried calling that day but never got thru so I went online and filed a complaint. Never heard from anyone -- filed another email complaint- still never heard from anyone. I then called - they said someone would get back to me -- NOPE NADA. I called again 4/17 and 5/4/23 they said the same thing 24-48 hours but still nothing. So I sent a letter to Papa Johns ** *** ***** ********** ** ********** AND I STILL HAVE NOT RECEIVED ANY CONTACT AT ALL.
Business Response
Date: 06/14/2023
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. Below are two complimentary Online Only Large Pizza Codes.

Thank you again and have a great day.

**************
**************
Initial Complaint
Date:06/06/2023
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.
Employee of the Papa John’s (delivery) entered our home. This is an evasion of privacy, trespassing, dangerous and illegal activity. He stated he “had a brain fart” the act is on camera.
Business Response
Date: 06/14/2023
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. Our records show from the complaint originally submitted to the store, "the Team member apologized to the customer. Team member has been coached. We have had zero problematic occurrences while he has been employed with us."
Thank you again and have a great day.
Initial Complaint
Date:05/17/2023
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.
I contacted the store for a refund where they got my order so wrong it left me more disappointed than I was on an already bad day. No has gotten back to me after emails and calls and I just want my money back from them bc I’m not paying for something I didn’t order.
Business Response
Date: 05/17/2023
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 original complaint sent to the store has documentation
from 5/8/23, the manager has a instore credit available for a desired resolution.
Thank you again and have a great day.
Initial Complaint
Date:05/01/2023
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.
On 4/7, we ordered delivery with a quoted wait time of 31 minutes. Order ********** for $47.95. It took over 2 hours to get to us. The actual quality was horrendous and we ended up trashing the majority of it. I contacted Papa John's via Facebook message. They reached out to the store, and that the store would follow up with us for a resolution. It took 3 WEEKS of message tag to receive ANY direct communication. Finally, on 4/28, I was left a voicemail and told to call back a specific number. I was with family on 4/29, the day I actually received the VM. Instead, my roommate called the number back because we share the Papa John's account and it was HER debit card that paid. My roommate, A, called back, explained who she was and why she was calling. They got to talking and the unnamed worker claimed that she had me on recording complaining about our delivery that night, and that she had offered a replacement AND refund, and I turned it down. For the record, that never happened and I never once have ever spoken to any representative of this company. The worker was pushing back that nothing could be done, she didn't really know what the complaint was about, all she could do was offer free food. Eventually she copped an attitude hung up. A immediately called corporate and found out that the worker is in fact the General Manager of People's Plaza; ****** While A was on the phone with corporate, ***** felt the need to text A, saying she had no cell service and that she could offer free food. A declined, saying, "I'm sorry but I'm beyond a free pizza at this point, I never want to do business with that location again." The CS rep asked what the preferred resolution would be, and A said that she wanted a refund. ***** eventually called A back and became more defensive, claiming that she had me on recording turning down a refund some weeks ago. I complained to the FB manager again, because it's clear that ***** is making fraudulent claims to protect herself for being wrong.
Business Response
Date: 06/09/2023
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 documentation on the original ticket, the customer was
offered a refund as well as a Quality Guarantee. However, per our policy
the product must be returned. Since the customer refused to return the
product, the refund and Quality Guarantee was not done. This would have
been above and beyond our customer service.

Thank
you again and have a great day.
Customer Answer
Date: 06/12/2023

Complaint: ********

I am rejecting this response because: I want it to be known that this is a BLATANT LIE. Nobody EVER offered a resolution from me; it took the store four weeks to contact me from my original complaint. Your “original ticket” has falsified information. I’ve repeatedly asked to hear the recording in which I “turned down” help and it has not been produced. Probably because it doesn’t exist.
I cannot believe the amount of lies that this company has backed during our time arguing with them. We eventually received a cash refund from the local store so the issue is solved as much as it can be. I just want to speak again on the fact that you’re literally lying to me in your response.
Also, you really shouldn’t be taking back food that has already left your store. That’s a horrific policy.

Sincerely,

******** **********
Business Response
Date: 06/13/2023
The original response to this complaint was
after directly contacting the store as well as reviewing the complaint ticket
that was sent to the store on 4/12/23. The complaint ticket has a timeline of
events regarding this complaint including the store documenting they received a
call from Alyssa, who states she was calling on behalf of Samantha and
that Alyssa paid their order thru her card. The timeline states the store
reached out several times and left voicemails as well as SMS. The store
has gone above and beyond our customer service.

However, below we have added a complimentary Online
Only promo code for a Complimentary Large Pizza.

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

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