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.

close

Find a Location

Papa John's International, Inc. has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order from this location/ The delivery was through ********. The ******** driver came and I paid cash for the order, but I received the wrong pizza. The driver said she would go and get the right one, but she never came back. They kept sending other ******* out and they all had the wrong pizza. The dasher told me the manager was outside smoking weed and there were other issues at the store.  They had my order down under the wrong name.  I contacted ******** and was transferred around with no resolution. I was told ******** would reimburse papa Johns. They said I would receive my refund in 48 hours, but I paid by cash. Then another pizza was supposed to be delivered to me and they never showed up. Papa Johns cancelled the order and didn't say why. I called them and they told me they were out of the items ordered. Another issue is the manager of the store kept hanging up on me. 

  Business Response

  Date: 09/16/2022

  Dear Valued Customer,

   Thanks for contacting us and sorry for the inconvenience you encountered.  Our goal is to provide an enhanced ordering experience and we truly appreciate your feedback.  We have forwarded your comments to the appropriate store upper management for further review and follow up.  Please allow 24-48 hours for a response to this issue and feel free to contact us at ************ if you need any further assistance and one of our team members will be happy to help.

• Initial Complaint

  Date:09/12/2022

  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.

  On Wednesday, August 24th at approximately 4:40pm CDT, I placed an online order slated to be picked up at this restaurant. I have ordered at this restaurant before. The electronic system notified me via text at 4:56 pm that my order was ready for pick-up. Upon arrival, I followed the website instructions and sat in the parking lot for 10 minutes with my flashers on. Once no one arrived with my order, I went inside the store into the lobby. There, I witnessed a very angry female customer who'd apparently waited 45 minutes for her order. Once she left, I gave the oldest **************** male employee my last name to retrieve my order. Contrary to the text notification, I was told it wasn't actually ready. I waited for my order and endured over 35 minutes in the store while 3 of 4 **************** male employees working that evening began cursing at one another, repeatedly using the expletive n**ga with no regard for me as a customer. In addition, there was a ***** (under the age of 11) handling food boxes and coughing, who continued to enter in and out of the hazardous area where the oven was located. Several times, the adult male employees coughed over food (not wearing masks), scratched their body parts, handled cash register tasks and pizza ingredients without gloves or hand barriers nor ever washing their hands. When I called out my disgust for their behavior, I was told my order would not be fulfilled and to leave the store. The taller **************** male employee told me I was lying and that I wouldn't get my food. I'm utterly disgusted by this behavior, the condition of the store and the lack of safety for non-employees that was demonstrated. I want a full refund, contact from the corporate office/store manager and an apology.

  Business Response

  Date: 09/15/2022

  Dear Sonji,

   Thanks for contacting us and sorry for the inconvenience you encountered.  Our goal is to provide an enhanced ordering experience and we truly appreciate your feedback.  We have forwarded your comments and concerns to the appropriate store upper management for further review and resolution.  Please allow them 24-48 hours for further follow-up / resolution.  Your Case ID is **********  Feel free to contact us at ************ if you need any further assistance and one of our team members will be happy to help.

   

  Sincerely,

  Papa John's Customer Care Team

• Initial Complaint

  Date:09/01/2022

  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.

  Pizza was ordered on Saturday 8/20/22 and was never delivered. I called to let store 4442 know there was no delivery and no answer. I went to store and staff said they were very busy and no manager. They said it showed orders were delivered. I informed them mine was not but papa johns staff said there was nothing they could do. The order was ********* and was picked up by **** **** ****** * and was never delivered to me

  Business Response

  Date: 09/13/2022

  Dear Valued Customer,

   

  Thanks for contacting us and sorry for the inconvenience you experienced.  Our goal is to provide an enhanced ordering experience and we truly appreciate your feedback.  We have sent your comments and concerns to the appropriate store upper management for further review and resolution.  Please allow 24-48 hours for the store management to follow up and address these concerns.  Please feel free to contact us at ************ if you need any further assistance and one of our team members will be happy to help.

   

  Thanks,

  Papa John's Customer Care Team

• Initial Complaint

  Date:08/31/2022

  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.

  I never signed up to receive solicitation and SPAM emails. Stop sending them.

  Business Response

  Date: 09/02/2022

   The email address is not a registered account within our system.  Therefore no solicitation nor advertisement can be sent.  However, since you order using the guest ordering feature you will receive an email for your order confirmation.  If you are receiving anything other than order confirmation, we would need to know the sender information to be of further assistance.
  
  Thanks and have a Great Day!Tell us why here...

  Customer Answer

  Date: 09/03/2022

  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.
  
  
  
  This email response is pure lies. I received a solicitation email on 9/1/2022 at 3:46pm with the subject, "Check out our featured handcrafted specialty pizzas!". It was sent to the same email i used in my complaint. I received another at 8/29/22 at 4:54pm with the subject, "Introducing Football Pizza!" Another on 8/27/22 at 5:07pm with the subject, "The same delicious ingredients with a NEW way to enjoy!". I could go on and on and on since clearly the person responding didn't do a shred of homework in their response. I am beyond disappointed. None of the emails I just listed are order confirmations or delivery updates. Please send this complaint to a manager who will actually do their job and help out a customer who at this point, has nothing but negative things to share about Papa John's. What a shame to follow up a good tasting product with such a lack of care for the customer. Try again and let me know why I am being bombarded with solicitation emails and when they'll stop.
  
  
  
  Regards,
  
  
  
  *** ****

  Business Response

  Date: 09/06/2022

  The account was submitted to our Subscriber to make sure the account will not receive any email or correspondence.  This may take 7 - 10 days.  

  Customer Answer

  Date: 09/06/2022

  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.
  
  
  
  Once again, Papa John's didn't read what I wrote. I said I want to know 1. Why am I being bombarded with email despite not subscribing, and 2. When will the emails stop.

   
  
  Regards,
  
  
  
  *** ****

• Initial Complaint

  Date:08/29/2022

  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.

  Good afternoon,
  
  My name is ******* ******* / I am highly disappointed ,as I personally use your company to feed many of our dealerships throughout the country. Yesterday, I ordered some lunch for a Dealership and was surprised when I was advised by the staff at ****** that the food we paid for never arrived.
  
  I spoke with the manager ****, who not only was very rude and condescending but he actually hung up on me 2x when I asked for my refund. The excuse he gave me was that " They could not find the location (point of entry). Before hanging up on me, **** refused to answer any of my questions regarding my refund or at the bare minimum, a re-attempt delivery of services paid for.
  
  We have always received OUTSTANDING service from Papa John's over the years and your team member did not exemplify the high level of service we are accustomed to. **** dared me to escalate this as he had no concern about the ramifications. Its hard to explain to the dealership personnel why we did not keep our word on delivering the lunch they worked hard for. I will be expecting to hear back from you. I truly feel robbed f my hard earnings by a company who has benefited of the backs of hard working people like myself, thanks Papa John's ,.
  
  I reached out to their corporate offices via email/chat. They promise to contact me back by 24-48 hrs. I launched to separated cases and was never contacted. .. absolute crooked.
  
  
  Where is my refund and my apology Papa John's? I really just want my refund.
  
  July 4th, 2022
  
  Store : **** * ********** ******* *** ** ****** * ** ***********
  
  Amount for services NOT rendered: $87.21

  Business Response

  Date: 09/02/2022

  I spoke to Mr. ******* and was informed by Mr. ******* that ***** contacted him earlier this week for a resolution.

• Initial Complaint

  Date:08/23/2022

  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 sent me two coupons for a free 2-topping pizza. The first one worked fine. The second did not. The pizza company here in ******** could not go anything. I even had to cancel the pizza one time because of this. Very frustrating to me and others here if you send a coupon and it does not work.

  Business Response

  Date: 08/24/2022

  Thank you for your feedback. We are constantly
  striving to improve our Website (or products) and have forwarded your
  comments to the appropriate department for review.
  Please feel
  free to respond back via email or contact us at the number below if you
  need any further assistance and one of our team members will be happy to
  help.
  Thank you, and have a great day.

   

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

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to make an order from the app and I got an error saying the payment was declined and to check the address. I double checked the address and tried it again. The app still have the error. I looked at my bank account and both orders had gone through. I called the stores around the area and no one had my order nor did I ever receive one. I attempted to call the Papa John's customer service line at the number they provide, *********** but it said the server was disconnected. I'm out twice as much money with no pizza. I can't upload a photo of the charges as my bank app will not let me take a screenshot. The charges come through as Papa John's - #130-07.

  Business Response

  Date: 08/11/2022

  I attempted to contact the customer a* ************ but could not leave a message because the number was a google number. I need to get the City, State, Zip Code, and store # of the store the customer was attempting to order from. Also, we need the last four digits of the card the customer was using. Once I receive this information will be more than glad to research the matter and follow up with the customer with a resolution.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an email from Papa ****s offering a 30% discount on a pizza. The same day I received the email I attempted to order from them. At check-out I got a message that the offer expired s week earlier. I called Papa
  ****s and was asked to send them the email. I did as was told they would get back with me. I waited two days and then called again. I was told they were still checking into the matter with Marketing but hadn't heard back. They would check again and call me back in 10 to 15 minutes. After 3 hours I called them back and was told they still hadn't heard from marketing and didn't know when they could give me an answer. Their service is unacceptable.

  Business Response

  Date: 08/09/2022

  ****, 

   Thanks for contacting us, and sorry for any inconvenience you experienced. The promotional offer of 30% off one pizza at the regular menu price is resolved, and I was able to correct the matter. Please forgive us for the delay in resolving this matter. Please accept this code for a Large one topping pizza for your inconvenience.   The code is only usable at participating locations. Additional fees may apply, and some stores may require a minimum order amount before using the code.  

   

   

  Thank you

   

  ******

  One Time Use Code

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2022

  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.

  BURNT CHICKEN WINGS... AND THE STORE MANAGER AND STAFF JUST LAUGHED AT US AND SAID IT WAS NORMAL.
  I've been in the restaurant industry a long time and the cause of this is dirty oil. That is why it is burnt and oily at the same time.
  Disgusting!!!!
  
  This store is located at *** **** ******* ************ *** ******

  Business Response

  Date: 08/02/2022

  Hi ******,
  
  How would you like me to resolve this? Our wings come in precooked, we just reheat them, they are dark looking but I assure you they are not burnt. I'm sorry your upset, I'm just not sure how to resolve this for you.
  
  ***** ******
  **************
  Papa John’s ***********

  Customer Answer

  Date: 08/02/2022

  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.
  
  
  So their marketing is that they have fresh ingredients but they don’t even know how to cook their own chicken wings. False advertisement at its best! Seems like I will not get the resolution that I desire.

  So instead, I’d like an apology from the owner and the entire staff that night for laughing at my complaint. Being deceived about fresh ingredients and instead I get “reheated” wings. Being deceived and laughed at is not how a business, especially a restaurant, should operate.
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/22/2022

  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.

  Ordered online to receive overcooked, dried, cold pizza. Unable to contact business, held line for over four hrs phone kept being placed on hold! Attempted to call business the next day, same issue. Contacted corporated office to no avail, no real complaint process, unconcerned about consumer complaints. Did file complaint online no response. Consumer complaints ignored! No real receipts given.

  Business Response

  Date: 07/28/2022

  Dear Valued Customer,
  
  
  Thanks for contacting us and sorry for the inconvenience you experienced. Our goal is to provide an enhanced ordering experience and we truly appreciate your feedback. We have updated and escalated your complaint ticket to the appropriate store management for further review. Please allow 24-48 hours for further follow up and also feel free to contact us at ************ if you need any further assistance.