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:03/23/2023

  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.

  Placed an order online, driver delivered to the wrong address so by the time I received the order, the food was cold. Opened the box only to discover I received the wrong order. Contacted the store for a resolution and was met with a very rude staff. She was argumentative and interrupted often. I requested to speak with a manager and was denied. She refused to replace the order although I offered to pay the difference. I was told I needed to go online just to place another order. I asked her nicely to have a mutually respectful exchange and was met with more rudeness. Not helpful at all and placed blame on me for not placing the order correctly. Later in the conversation the staff indicated they receive a lot of complaints about the online orders not accurately reflecting orders and over charging customers but again refused to provide a satisfactory resolution. She continued to redirect me to the website to take my issue up with the online order process. At this point, would like a refund. The food was cold and horrible

  Business Response

  Date: 03/23/2023

  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 a customer survey was submitted to the store regarding
  this order.  The survey was responded to by the upper management of the
  store location stating they put a Quality redemption on file at the store. If
  you need any further assistance or have any questions, please contact us at the
  number below.  

  Thank you again and have a great day.

  Customer Answer

  Date: 03/23/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because: the response did not include a number to contact the business as stated. Also not clear what is meant by store was placed under a quality plan. Lastly, my request for a refund and follow up call was not addressed in the response 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 03/28/2023

  The order was submitted to the store as a cheese pizza with the crust being the epic pepperoni crust.  Pepperoni on the pizza was not submitted to the store.  However, the store has graciously offer to replace the order.

  Thanks and have a Great Day!

  Customer Answer

  Date: 03/28/2023

   
  
  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.
  
  
  Who should I contact at the store to begin the replacement?
  
  Sincerely,
  
  
  ******** *******

• Initial Complaint

  Date:03/16/2023

  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.

  $70 to get a regular pizza that was as thin as the thin crust one I also paid for, the wings look like they came off a Cornish hen at BEST, and nobody in store or online seems to be interested in resolving this but $70 for the same quality I’d have gotten at ****** ******** for 1/7th the price.

  Business Response

  Date: 03/23/2023

  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 a customer survey was submitted to the store location.  The store locations documentation shows a credit given.

  Thank you again and have a great
  day.

• Initial Complaint

  Date:03/16/2023

  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 order several orders this was ether not correct or cooked properly in Papa Johns failed to Honor request for remake or refund

  Business Response

  Date: 03/16/2023

  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. However, we would need more details regarding the complaint such as 
  
  Date
  of Order 
  Papa
  John’s Location 
  
  

• Initial Complaint

  Date:02/27/2023

  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 pizza for pickup at the location: 10745 E. Apache Trail Apache Junction, AZ. 85120 and witnessed employees flirting and playing very inappropriately with one another. There was not much work being done. After standing there for nearly ten minutes one of the young men who had been flirting with a gal in plain view came. He had a gun not hidden very well on his hip and very unkempt looking like he hadn't showered in days. A scraggly beard, oily hair, in a sweat stained shirt and dirty Levi's. To make it worse he kept sniffing and could not stay still. I know drug use when i see it. He said the order I had made an hour before was not ready. I heard nothing but inappropriate sexual discussion and touching between employrees while I waited for over 20 minutes to be overcharged. When I got home and opened the pizza boxes my order was not even correct. I called and asked for a manager and that same man answered the phone and told me he was the manager. This manager left me on hold and then hung up. I called back to be hung up on again. Each time I called and I began to speak I was hung up on. I am appalled that this sort of behavior is acceptable by this company. This young man has no business being a manager. Inappropriate behavior, sexual remarks and carrying a weapon is not what I expect when I pay money for food. I ended up overcharged for the purchase I received and was also completely incorrect. This is supposed to be a reputable business and this person you chose represents your company. He should be setting the example. This man should be fired for the use of very sexual words in the workplace to begin with. Having the audacity in front of customers is unacceptable. I paid over sixty dollars for food that went in the receptacle. I'm not coming back to this location again nor will any of my family as long as that man works there. I expect something to be done. Your store should be ashamed to give employment to people this incompetent and vile.

  Business Response

  Date: 03/10/2023

  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.  Per the desired outcome we have reached out to the Owners/Operators of the store.

  Thank you again and have a great day.

   

• Initial Complaint

  Date:02/21/2023

  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.

  Papa Johns messed up my order on January 10th, 2022. I complained to BBB and the problem was resolved by a guy from corporate contacting me and telling me i was gifted a $20 gift card. The problem is i never received the gift card on my online account at all. I was lied to.

  Business Response

  Date: 03/07/2023

  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 attempted to contact customer multiple times and left voicemail.  We would need more information regarding the incident to be of further assistance. If you need any further assistance
  or have any questions, please contact us at the number below.  

  Thank you again and have a great day.

  Customer Answer

  Date: 03/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i have called back and still have not received a solution i prefer email if that’s possible. 
  
  
  
  Sincerely,
  
  
  ********** *****

  Business Response

  Date: 03/10/2023

  We need some details regarding this complaint to be of further assistance.  We have yet to get any details nor speak to *** ***** *egarding the compliaint.

  Customer Answer

  Date: 03/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that’s not true i spoke to James from corporate yesterday, Friday March 10th. He’s still working on the issue.
  
  
  
  Sincerely,
  
  
  
  ********** *****

• Initial Complaint

  Date:02/21/2023

  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.

  how pathetic is papa johns corporate charge me 89.00 for pizza same order i placed on feb 10th for 44.00 an i speak with a ****** **** who says she is from corporate an refused to refund me the differnece an i cant take this food back i will never order again for this unfair treatment

  Business Response

  Date: 03/07/2023

  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 contacted *** ******* and left a voicemail. We would need more information and the store location to be of assistance.  If you need any further assistance
  or have any questions, please contact us at the number below.  

  Thank you again and have a great day.

• Initial Complaint

  Date:02/17/2023

  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.

  We ordered at 7:38. Estimated Delivery was 27-37 minutes. We decided to call to check on it after over an hour waiting. We were told we were next and they had 1 drive. We understood but My husband called back after another 20min of waiting and was rudely talked to by the same male who answered the first time. The male stated he was canceling our order since we weren’t happy and complained. We did NOT want that,But he hung up. I called to advise him we wanted the order and please still deliver it. He said too late it’s cancelled and hung up. I called several more times and was hung up on. I got in my car and drove to store #4475. The pizza was paid for and we wanted it. I pulled into the parking lot and walked in the store clearly upset at how we had been treated and said to give me the **** pizza we paid for (I did use some not great word choices but I was pretty upset how he was treating us). He said you want your pizza B**** here it is and Chuck it into a trash box that was sitting on the ground. I used a few choice worlds and pushed my was past the drive that was standing there solely intending to get my pizza. That is all I wanted since we paid for it and my 3 kids had been waiting so long yo eat. The male that threw it in the trash came rushing to me and SHUVED me against the counter and starting cussing at me in my face. The Drive stated “no man don’t be doing that” and pushed him to the back office. I walked around the corner and got my Order. The drive came over and asked if it was my order as I was trying to leave the store. I told him my name and showed my name on the boxes. I then walked out with my teenage daughter who came in the store after she saw me get ********* by the male employee.
  I felt I should call the cops since I was assaulted by the male employee and my husband was very upset as well. We both felt I will file a complaint in hopes this gets resolved without cops or courts involved.

  Business Response

  Date: 03/07/2023

  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.  It's my understanding the customer was refunded and the employee resigned because of the incident stating they did not want to work were a customer could push them around.

  Thank you again and have a great day.

• Initial Complaint

  Date:02/09/2023

  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.

  On Wednesday, Feb 8, 2023, I ordered food from Papa John’s store #973 in Portsmouth,VA for delivery to my house in Chesapeake, VA around 6:50 pm. Around 7 pm, the store called and said they don’t deliver to my neighborhood after dark. When I questioned them about this, because they’ve delivered to my house after dark before, they said they never should have, because they don’t deliver to that neighborhood after dark. His attitude was very condescending as he suggested our neighborhood of $350,000 houses is a bad neighborhood. It was extremely disrespectful to abruptly stop delivering to my neighborhood after dark, which is discrimination, after have delivered to my house after dark since I’ve lived in it. Whoever decided my neighborhood wasn’t high class enough for him tonight, who was too good to walk up my driveway past my $70,000 vehicle to my door to bring me some pizza that I ordered because it’s her favorite, lost my business for good. I can assure you, unless it’s free, I will never eat your pizza again and I will let every person I know what kind of employees you hire.

  Business Response

  Date: 02/09/2023

  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. 

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

  Thank you again and have a great day.

• Initial Complaint

  Date:02/07/2023

  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.

  All locations from Bolingbrook in suburbs to city of Chicago have great pizza but Lombard must be using outdated cheese because I ordered it hungry four times and couldn’t eat it several times as rotten feels of Illinois as illicit malnutrition for themselves means bad tasting I would like a four pizza voucher for large pizzas for my cont yes business with papa johns for lifetime but never go anywhere near Lombard, IL short handing everyone something left to be desired assuredly in their quality to be improving because beyond sickening this place does Papa John’s?!

  Business Response

  Date: 02/22/2023

  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.  However, we would need more information to be of further
  assistance.  We have been able to locate a two order history at the West
  Division St Papa John's.  The last order was over a month ago on
  1/16/23.  We are not sure what location you are referring to as the Lombard
  location.
  
  Thank you again and have a great day.

• Initial Complaint

  Date:01/18/2023

  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 from Papa John's in florissant for delivery and upon receiving the order and passing pizza to my children my son but into what he thought was a peice of plastic but it turned out it was an employees pinky fingernail that got baked I to our pizza. This is atrocious.

  Business Response

  Date: 02/09/2023

  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. 
  
  We
  would like to send your comments to the Owners/Operators of your local store
  for review, please provide us with the following information: 
  
  Papa
  John’s Location 
  
  Once
  we have the information, we will forward it to the management of that store.
  Please respond back via email and one of our team members will be happy to
  help.