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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:01/18/2023

      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.
      Order from Papa John's App. Total price is $17.97. Asked for a papadia and a 20 oz Pepsi and Mt Dew. Got a Mt Dew and Dr Pepper. Called the local store that delivers to my address. The lady on the phone kept saying do you need anything else. She didn't even help me. So I called Papa John's Corporate Office and got the same response. No help at all. Hopefully you can get something done.

    • Initial Complaint

      Date:01/17/2023

      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.
      Ordered a Stuffed Crust “The Works” pizza and a Cheese Bread from the following location:

      Store #2598

      ***** * **** **** ******* ** ***** *************  Order # ********** 
      Total : $37.48

      If you look at the pictures/videos I’ve provided, you can see clear as day my claims are valid.

      I opened the pizza boxes and took a few bites of the pizza and it tasted like undercooked dough. It was. The pizza was severely undercooked, toppings falling off, which after eating one slice I instantly felt bad. To the point of throwing up some, as well as severe pain using the bathroom frequently, even as I’m writing this.

      As well as the cheese bread being burnt on the bottom, which is consistent with the idea that I believe both these items were rushed in the cooking process to keep up with the estimated delivery time they provided.

      I have provided evidence of my claims and would really like a complete refund of my order. I’ve eaten at Papa John’s frequently for years, but this experience was horrendous.

      Please make this right as I am a paying customer who just wants properly prepared food. I am extremely sick and am just asking for a refund.

      Business Response

      Date: 01/18/2023

      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 Manager ****** approved the refund and the refund has been issued per the desired outcome. The funds will be returned in 3-5 business days.

      Thank you again and have a great day.

    • Initial Complaint

      Date:01/13/2023

      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.
      Ordered two pizzas for our children on Christmas eve, ordered online and selected to pay by cash. The average wait time was 146 minutes. Papa Johns uses ******** drivers even if you order thru their website. The ******** Driver was on the wrong side of town according to the tracker. I called the Papa Johns location and they stated that we had to wait for the driver to cancel the order before they could do anything, that took another thirty minutes. I called backed, requested a manager who said that desoite us waiting the 146 minutes plus extra 30 minutes we would have to do the process all over again and be waiting back in line as they were slammed wit orders. I was so mad I just hung up. Merry Christmas Papa Johns

      This was at the papa John’s in ******** *****

      Business Response

      Date: 01/13/2023

      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 show more than one location in Longview.  Please confirm the location?

      Thank you again and have a great day.

      Customer Answer

      Date: 01/17/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


      Thank you for your feedback it is the papa John’s on *** * ******** ******** *****



      Regards,



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

    • Initial Complaint

      Date:01/10/2023

      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've gotten a gift card for ********* and my boyfriend decided to use it their sight glitched luckily we got the funds back on the card but because we couldn't use the gift card we had to make the purchase out of pocket. We called the store for help and we're told oh man I don't know how to help you. Not their problem I guess. Our pizza was ready in less than 5 minutes better ingredients are not ready within 5 minutes and not cooked in an easy bake oven at high temperatures. We were told 15 minutes to pick up and got a message within 2 minutes that our order was ready. Pizzas were not hot and we had ordered buffalo wings and got honey barbecue and the wings were dry. I contacted the company online through Facebook right away cuz even before I ate the food the experience was already bad. I was told that the store would reach out to my boyfriend within 48 hours and he checked his email checked his phone log we didn't get anything but they had a copy of an email, 4 days later. I hadn't heard anything and I messaged them again and I got an attitude. We had ordered one large thin crust pizza with sausage and pepperoni on it and one stuffed crust with cheese. My children who ate the cheese pizza did not get sick however its another story for two days straight the adults who ate the meat pizza we're dreadfully sick. I don't know how a company that boasts about fresh ingredients can tell me that their Pizza takes 5 minutes to cook and how better ingredients will make you sick for 2 days. This wouldn't have gotten so far if their customer advocacy team, who is dreadfully horrible at their job, did something because not only did I get sick off their food I was met with a terrible attitude to no resolution and I don't ever want to use their company again. And don't think I won't share the message I got last night about 5 minute cook times and how I should just contact the health department that's what they're there for because Papa John's doesn't want to fix the issue.

      Business Response

      Date: 01/11/2023

      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, but would need to know the store location and information, such as the name and phone number on the order.

      Thanks and have a Great Day!

    • Initial Complaint

      Date:01/09/2023

      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 placed an order on 12/22/22 *********** for $56.33. It arrived and the pizza did not taste or look good. It was very thin and gel like. I provided feedback. I was contacted by the manager, Victoria. She said I would have a credit for 50% off next order. I accepted, although I felt that was not truly acceptable for how bad the food was. I placed a new order on 1/1/23 *********** for $86.61 before the 50% off credit which made it about $44. The pizza was worse than before. Some slices were see through and toppings were not all correct. I submitted feedback again and the feedback asking how my issue was resolved and still have not recieved a call or email. You promise better pizza and that is not what I received. I would like ny $100 refunded.

    • Initial Complaint

      Date:01/09/2023

      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 would like to file a complaint against the Papa Johns restaurant #**** located on ***** ** ****** ******** ** ****** The staff at this store who took orders on Jan 7, 2022 during the night shift was extremely unprofessional, rude, contemptuous and refused to amicably resolve the issue which was caused by them. I placed an order with the restaurant that evening around 7:28PM and waited for the food to arrive. As the time progressed l noticed there was no movement on the tracking system (in fact tracking system did not track anything and stayed idle throughout the entire time). After waiting longer than usual l called the store to ask where was the delivery in addition to inquiring why the tracking system wasn’t working. The person who took the call named Abbati automatically put me on hold without saying hello, there was a short pause and then the call was blind transferred. Surprised at the abrupt level of rudeness, l disconnected the call and called again. Abbati was rude and curt. He was very careless and tried to rush me off the phone. He told me to wait for the driver. After patiently waiting for an already excessively late order l called back again for a third time. At this point Abbati had me on the line but was taking to another person, he completely ignored what l was saying to the point where the call dropped and he didn’t even bother to call back to inform me of the status of the order. I called back for a third time, by this time the order was over 45 minutes late. Realizing the food would be cold and possibly tampered with (who knows where the driver was and what he was doing) l requested a refund. Abbati stated he would not be giving a refund. I asked to speak to the Manager Tenzin. He was extremely condescending and rude. When l requested a refund he rudely stated the driver had “delivered” the order. He tried to hang up the phone on me. He did not ix the issue. Extremely poor customer service. I am requesting a full refund in the amount of $20.94.

    • Initial Complaint

      Date:01/04/2023

      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.
      It is a problem with papa johns website and reward program. I have $10.00 reward and couldn’t get it to go through , had similar issues few years ago also , although I was able to contact someone and get help. This time I could not get help and did what site for USA said , but then after searching I found the one for the uk that explained I need to download papa John app to use the rewards I earned. USA site seems to say you just need the website , any time I tried to redeem rewards on that site it would only allow 10 cents of my rewards and there was no way for me to change it . This caused me much frustrated and maybe happens to others. The website and help section and contacting should be much better as you should be able to just use the site for rewards as it states you can ,but doesn’t work correctly.

    • Initial Complaint

      Date:01/03/2023

      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.
      Ordered on 01/02/2023 - Order Number ****** **** -
      Store location throwing pizza screens on floor after cutting - have photos (PRIOR VISIT)
      Boyfriend ordered last night -
      Received incorrect order, missing side, unable to reach anyone at the store, they will not pick up. Finally reached someone at the store and they refused to tell me who was the manager at the time and then lied and told me customer service can issue the refund.
      Customer service says only the store can complete a refund.
      Called corporate because at this point it's about the principal, was transferred to a voicemail.

      Order total was $28.28 (I even gave a larger tip, and left a note asking to pls not forgot the side)

      Business Response

      Date: 01/09/2023

      Manager ****** at the store location approve a refund.  The refund has been processed and should be available in 3 to 5 days.

       

      Thank's and have a Great Day!

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 12/31 order #********** I received my order sloppy pink in the middle wings so I reported it to the Manager who was totally disrespectful!! Truly I just called to bring it to their attention but because i was spoken to horribly I would like a full refund and to be reached by the corporate manager because the person who i spoke to was rude and talking over me not allowing me to explain let me just state i do not want anything FREE from papa john but if i spent my money I would like to received well cooked food

      Business Response

      Date: 01/09/2023

      Customer did not contact the store after the order was placed.  Customer contacted the store the following day. The manager declined a refund,but offered but did issue a future store credit for 3 orders of 8pc wings.

       

      Thanks and have a Great Day!

      Customer Answer

      Date: 01/09/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  This is false information I called that store several of time the same day!! No answer when I called the morning the manager picked up with an attitude! I don't care to ever do business with papa John but y'all going to give me my money!!!



      Regards,



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

    • Initial Complaint

      Date:12/27/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 order ********** at 4:53 pm/est and it wasn’t until I called the store at 6:30pm/est and they told me they canceled it. Went to the store to order it and get my order to be ****** at by front end employee *****. Then for the problem that was Papa John’s fault due to the fact Papa John’s DOESN’T know how to find a house in an area that it is one of the oldest neighborhoods in their delivery area and deliver to ALL the time. Manager ***********) DIDN’T even bother to do anything for Papa John’s mistakes and incompetence of one of the main things their company offers as a service! Completely horrible service!

      Business Response

      Date: 01/09/2023

      Customer submitted the wrong phone number on the original order and therefore the driver was unable to speak to the customer.  When the customer arrived at the store, the customer was cursing and threatening the store employees.  Even though the customer was cursing at the employees and even ask a young employee to step outside, the manager approved the customer getting his carryout order because he had calmed down.

       

      Thanks and have a Great Day!

      Customer Answer

      Date: 01/09/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


      The employee in question named ***** cursed at me and that is when I asked him to step outside and this was after the store manager told me to leave after taking almost $100 in orders from me due to the fact I had to go to store to correct Papa John’s negligence of providing said service, due to Papa John’s negligence of NOT being able to find an address that was clearly visible in Papa John’s own app of GPS of where the address was in one of the ****** ************* ** ******* MD where the store is located! If Papa John’s CAN’T provide one of the MAIN services the company offers than Papa John’s is in the wrong business. Plus for the store manager to have the audacity to accuse me the customer for her employee’s negligence than that is another issue. Plus, I would make sure you get the actual story from the store manager ****, who ACTUALLY said directly to me that her employee ***** was in the wrong for cussing at me. So, petty theft on Papa John’s part and abusing the customer for Papa John’s NOT being able to provide a MAIN service of their business and making the customer do ALL the work while charging them is beyond illegal!



      Regards,



      ***** *****

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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