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:04/28/2025

  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.

  Hahaha this is redicules I am contacting the BBB in hopes Papa John's will do the right and easy thing. I am a rewards member and customer for a couple years now. I received an email saying complete these voting activities and earn up to $7 in papa dough. I did all the email activities and I never got the rewards so I called in, and I chatted, and I called and chatted again. I was told that my email is not eligible for the rewards. Makes no sense though because the emails came to my email address and I completed the activity and they said that they already escalated this in the rewards team looked into it but either they are wrong or they did not look into it or maybe there is some technical glitch somewhere because I did do the activities or what else would I contacted them about never getting this $7 reward. This as usual was turning into a lot of time effort frustration and headache for me. How is it that the customer service Representatives can't just issue the papa dough? If they want to lose a customer over a few dollars that's on them and it really just reflects their customer service. I can guarantee they probably won't even respond to the better Business bureau or this message because they just don't care like other places..

  Business Response

  Date: 05/15/2025

  Thanks for contacting us and for sharing
  your feedback.  Our goal is to provide an
  enhanced ordering experience with our customers and appreciate your feedback.  We show Papa Dough was rewarded on 

  3/16 for $3 and per the promotion expired on 3/17

  3/18 $5 papa dough was rewarded and per the promotion expired on 3/19

  
  
  Thanks, and have a Great Day.

  Customer Answer

  Date: 05/16/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the promotion started on March 23. It said earn $1 in papa dough each day you vote and up to $7. I never earned any papa dough for voting  and I contacted customer service and they can't help or accept pictures . I was told the back end rewards team said that my email didn't qualify for the promotion which I don't even know what that means and I realized I took a screenshot after voting just because I was worried that the rewards dollars would not be added just based on different promotions and past experiences. So I'm not sure when they added this $8 because it's not currently in my account and it never was. I've attached screenshots . This shouldn't be this complicated. Someone should have added the $7 in April and I'm hoping it could still be fixed so I could remain a customer because I haven't ordered since this issue and would like to order pizza again here.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 05/29/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Are you able to contact the person who contacted BBB and make sure they saw my reply? They gave dates  from March 17 to 19 and I was talking about a promo starting March 23. No idea what they are talking about. Never got the papa dough they listed. It was never added to my rewards. Can you request they contact me since it isn't resolved and clearly they don't understand the issue ?

  Thanks,

  ***** **** 
  

  
  
  
  
  

  Business Response

  Date: 05/30/2025

  Thanks for contacting us and for sharing
  your feedback.  Our goal is to provide an
  enhanced ordering experience with our customers and appreciate your feedback.  $7 in Papa Dough has been added to your Papa Rewards. 
  
  Thanks, and have a Great Day.

  Customer Answer

  Date: 06/04/2025

  
  
  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. I appreciate the correction to the papa dough dollars, but wish it wasn't this complicated to have it corrected and I wish I didn't need to put forth this much time and effort t be heard and received the promo. I wish customer service could have handled this or a way to speak with whoever could more directly. I am glad I happened to have a screenshot showing I did in fact earn from the survey. Thank you again for adding the reward.
  
  
  
  Sincerely,
  
  
  
  ***** **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:04/25/2025

  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.

  Wednesday April 23 2025
  Papa John’s pizza
  I placed two orders online one by mistake, I also pay for one of the orders online so once I got to the location, I inform the owner of my name he asked me did I have two orders I informed him I made the second order by mistake. He responded me that I had to pay for the second order in order to receive my first order. I then informed him I was not paying for two. I only wanted one so he responded to me that I can leave because he’s not giving me both so I asked him to give me my money back for the first order his response was fuck you, you’re not getting nothing.. I then start recording him and once he noticed, I was recording him. He started to record me, then proceeded to go to the register to get my information and start yelling, my first and last name and phone number while other customers was in there. After going back-and-forth with him for a while the police came made him give me my money back and told me to contact corporate because this is not the first time they had to come to his location because of his rudeness.. also in a mess of us going back-and-forth, he served another customer touching their money & his cell phone then start touching the pizza dough without gloves or washing his hands. So not only was he rude refused to give me my money or food. He was touching the food without washing his hands or using gloves.I do have everything on video.

  Business Response

  Date: 04/28/2025

  Thanks for contacting us and for sharing your
  feedback.  Our goal is to always provide not only a superior quality pizza
  but also a World Class Customer Experience to our customers.  The
  complaint states the money was refunded when the police came, yet the desired
  outcome listed as $9.50.
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  me and my family order back to school deal on papa johns app yesterday evening we have a papa johns location in south williamson Kentucky they didn't do what we requested what we wanted on our pizzas they didn't add bacon or pepperoni just cheese only and they did cut in small pieces plus these people was rude like we didn't like there attitude they need to be closed out of business or get new people who would treat customers right we won't be buying no more pizzas in south williamson Kentucky papa johns

• Initial Complaint

  Date:04/17/2025

  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.

  The Garden City, KS Papa John’s location decided to fire their Manager and not honor any and all of the free pizza coupons he donated in the community. The Manager was actively working for them and representing them when issuing these coupons. Now the 15 teachers in Lakin that received free pizzas from a PTO event have been unable to claim them after driving the 30 minutes into town. I have spoke with management and they stand by their decision to not honor any of these pizza coupons. I do not understand how this is legal since he was employed by them and representing them at the time. This is false and unethical marketing.

  Business Response

  Date: 04/17/2025

  Thanks for contacting us and for sharing your
  feedback.  Our goal is to provide an enhanced ordering experience with our
  customers and appreciate your feedback.  Unfortunately, we will have to
  stick with the store location decision in regarding honoring the coupons. 
  We see were you submitted a complaint ticket to the store location and they
  indeed apologized for the situation.  The BBB Complaint and Complaint you
  submitted to the store both state the manager was fired and had been submitting
  free coupons out to the community.  
  
  Thanks, and have a Great Day.
  

  Customer Answer

  Date: 04/17/2025

  
  
  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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:04/11/2025

  Type:Customer Service 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 John's has still not responded to my numerous follow ups and contacts for a previous order, including **** ****** I now have another issue that affected my concerns with Papa Johns. Papa Johns provided another subpar order with the pizza and cheesesticks ordered from order **********. In addition, I attempted to use a gift card at this location and the employee informed me this was not possible. After another employee stepped in, no one could get this system to work forcing me to retain the gift card which I had no intention of doing, and receiving a poor order in addition. I want someone to properly address these concerns, because Papa Johns customer service fails to do so.

  Business Response

  Date: 04/22/2025

  The stores management team states they "personally apology to customer and discount on next order."
  

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this manager offered a discount on my next order but I did not receive the items as received so please either refund the order or provide the information to file district court action for a silly matter and dispute the purchase amount in district court in Ky plus filing costs 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 04/29/2025

  We show the store has an instore credit for a Large Three Cheese pizza. We also show where the store responded to the 3 different complaints submitted in 2025.

   

  Customer Answer

  Date: 04/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The store did not provide any contact. Also, the email is provided on my contact forum so if the store did reach out please provide email proof. For this pizza credit, this I assume is a gesture of goodwill, but the original order issue is not resolved and I am prepared to file district court injunction for the matter if it is not resolved with clear material grounds for approval. 
  
  
  
  Sincerely,
  
  
   ****** *****

• Initial Complaint

  Date:04/08/2025

  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.

  Placed an order with this restaurant order was marked as delivered and was never delivered spoke with the manager **** who was very disrespectful and denied me a refund for an order I never received.

  Business Response

  Date: 04/09/2025

  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.  In order to get a refund, the refunded transaction must be approved from the stores managment team.   We will reach out to the store regarding the desired settlement. 

  Thank you for again and have a great day.

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I requested a refund the day of the issue and the disrespectful manager denied me a refund. 

  
  
  
  Sincerely,
  
  
   ******* *****

  Business Response

  Date: 04/15/2025

  We show the store emailed two complimentary pizza codes on 4/10 

  Customer Answer

  Date: 04/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I would never trust that store enough to eat from again. I want that nasty rude mean manager fired so that he won’t treat anyone else like he treated me very disrespectful and the did not even initiate a refund until days ago I already disputed the payment with my bank. Horrible store and horrible employees I don’t want a coupon I’m never eating from there again. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/31/2025

  Type:Product 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.

  Not sure what went wrong but not only was my order delivered late I also definitely received someone else’s order. This is very upsetting and not expected from the papa johns on nine mile rd. I am formally requesting a refund for this inconvenience!!!!

  Business Response

  Date: 04/02/2025

  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 store would have to authorize a refund.  We will reach out to the store in regards to the complaint. 
  
  Thank you again and have a great day.

  Customer Answer

  Date: 04/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like a response from the business assuring a refund, as I have yet to hear from the actual store that I ordered from!
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/03/2025

  The store has refunded the order on 4/2 and the refund will take 3 to 5 business days.

  Customer Answer

  Date: 04/03/2025

  
  
  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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:03/20/2025

  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 March 7, I placed an order on the Papa Johns app. I waited over an hour and I was wondering what happened to my order the person by the name **** told me that there was no drivers and that my order was gonna be canceled and he told me to wait until 6 PM to place my order therefore there will be a driver and he told me to call Monday to talk to a manager I called Monday. I spoke to a manager and he indicated he was going to make my whole order and have it delivered which he never did I was offered a one large pizza by corporate. I tried placing an order with that code and said it was invalid

  Business Response

  Date: 04/15/2025

  Thanks for contacting us and for sharing your
  feedback. Our goal is to provide enhanced ordering experience with our
  customers and appreciate your feedback.  The complaint that was submitted
  to the store states they left a voicemail and informed you they have a Quality Guarantee
  order for you at the store. In order receive the order, you will have to call
  the store.  We can also look at the promo code but need you to provide the
  code. The screen shot reflects an error with the code and the code not
  listed.
  
  Thank's and have a Great Day.
  

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the manager denied my reordering, I was told he wad going to make my whole order again and resent it which he never did customer service also called the store to have it remade and no one answered I would like my order to be remade like what was promised 
  
  
  
  Sincerely,
  
  
  
  ****** ************

• Initial Complaint

  Date:03/10/2025

  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 2/25/25 I placed an order online total of $33.10 at 6:48pm with an estimated delivery time of 57mins (7:45pm). My wife called to check status at 8:04pm. Spoke to a gentleman on the phone who was very rude and was not helpful. With attitude, told my wife our order was out for delivery and should be at our door within 20 mins. At 8:40pm, I called to inquire as we had not received our order. After getting my order information, the lady on the phone placed me on a brief hold as she needed to speak to “her manager” when she came back, she told me it was out for delivery and should be 20 mins. I told her my wife was told the same thing 40 mins prior and I wanted to speak to a manager. She interrupted me and said “I don’t know what else to tell you, I said 20 minutes so wait 20 mins” I asked for a manager, she put the phone down and came back on 20 seconds later saying she was the manager, I asked for her name, she refused to give it to me. She said she was the manager, I told her she had just put me on hold about my order so she can speak to her manager… but now she’s claiming to be the mgr. she laughed and said she’s one of them. She then put a gentleman on the phone who said he was the manager. I asked for his name, he said his name was manager(eventually gave a fake name of *******. I asked what the other employees name and he said I don’t need that and I can either wait 20 mins or come get my pizza myself. I’ve never dealt with more unprofessional behavior when conducting business. The order got delivered at 9:10pm(1hr 10 mins late) I told the driver about my experience he said the guys name at the store was Vincent and that they had no mgr by the name of Gerald in store. The driver then text my personal phone after hours from this number ***** ********, saying the manager on duty that night was ****** It was shared to me by the driver that the girl on the phone has had multiple complaints and is in training for management by the owner. I want a call back by mgmt.

  Business Response

  Date: 04/02/2025

  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 notes from the store complaint reflects the store management team reached out on 3/9/254 regarding the complaint.  However, we will follow-up with the store management team.  
  

• Initial Complaint

  Date:02/18/2025

  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.

  On 2/1/2025, I placed an online carryout order for a pizza for $9.99. This was purchased at the store at 860 Parsons Ave in Columbus Ohio. When I arrived at the store, it was closed with a sign on the door saying store was closed due to broken pipes. My credit card was charged. When I returned home, I called that store's phone number, and it was rerouted to another store. The associate who answered said the store was permanently closed, and that all orders were rerouted to one of three other stores. I called all three and none could locate my order. I called the corporate customer service number, and they found my order, took my complaint, and said they would forward that info to the appropriate store. That was two weeks ago. Nothing. I also filed two online complaints around the same time. Nothing. I have no idea what to do now. I just want my credit card refunded. Can someone PLEASE HELP!!!!

  Business Response

  Date: 02/20/2025

  Per the desired settlement, we show the refunded was processed on 2/17/25.