Business Profile

Pizza

Papa John's International, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Papa John's International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

219 total complaints in the last 3 years.
81 complaints closed in the last 12 months.

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.

Initial Complaint
Date:02/18/2025
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.
Regarding this location;

2683 E 120th Ave
Thornton, CO 80233
United States

Order placed by
Danielle Romero
At exactly: 6:53PM

First the driver they sent from **** **** took over 40 minutes after it showed they picked up the order when we live just 8 minutes away. They didn't include a 2 liter pizza that we ordered, they also didn't include pepperoni on the valentines pizza we ordered, and the Papadia was burnt. Although I did receive a credit for the soda, after I discovered more mistakes with the order I called again to let them know that they need to be more careful for other customers that are ordering and triple check the order, she pretty much laughed about it. They said they were giving a $15 credit plus refunding the soda that didn’t come and it doesn’t show up in the account as of yet. Even then at this point $15 doesn’t feel good enough for how annoying it is that I have to go downstairs and the driver who I gave VERY CLEAR instructions to couldn’t get to us, and yes I know it snowed a lot today but that still doesn’t justify why the driver picked up the food and was at an apartment complex across the street for 40 minutes with our food. Plus there was THREE things wrong with the order so clearly nobody is double or triple checking when that’s the main part of working at a restaurant, ensuring the ACCURACY OF ORDERS!!!
Business Response
Date: 02/28/2025
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
need some more information regarding the order. Did you place this order through
Papa John's or **** ****. The information listed we have not been able to
locate an order.
Initial Complaint
Date:02/13/2025
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.
I called PaPa Johns corporate because a store on the other side of the united states at *** ******* **** ********* ** ***** accessed my account and placed an order using my info, my rewards, and billing info!!! this is fraud!!!! they would not reimburse my account.
Business Response
Date: 02/13/2025
We take our customer's online security very
seriously. The security controls around our customers' accounts and
information, including the transmission and storage of credit card data, are
protected by the highest security and PCI compliance standards. Credit card
data is securely encrypted and cannot be accessed except for the last four
digits of the card number. Unfortunately, it appears that someone may have
gained unauthorized access to your account using your username and password
obtained from a third-party source. This means that someone could have been
able to view your account profile and potentially place an order by paying cash
or redeeming your Papa Dough.
We have researched and determined that no
breach of our systems would have allowed anyone to access your full credit card
data. Your credit card could not have been used because we require the CVV code
to be entered with every order. Again, we truly regret that this occurred, but
the access to your account was not the result of a breach of Papa John's
systems. Please update your password.
The Papa Dough has been reimbursed to your account.

The following recommendations will help us protect your account as we
advance:
• Avoid using the same username and password that you use for
other online accounts.
• Ensure your password is not easy to guess and periodically
change it.
• Do not share your username and password with anyone other than
those people who want to use the account.
Customer Answer
Date: 02/14/2025

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:02/03/2025
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.
I placed my order by phone because the app would not work properly, this happens often! The money was taken from my account and when I called back to get an update on ETA there was no answer. My family loves papa johns pizza but since I've had several issues we will no longer order from papa johns.
Business Response
Date: 02/21/2025
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. We would need more information to be of assistance. Did you get charged for an order, the date of the transaction, the last 4 digits of the card and the store which the order was attempted.

Thank you again and have a great day.
Initial Complaint
Date:01/27/2025
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.
I ordered one pizza for carry out at 2:24pm on 1/26/25. I went into the store around 2:50 to see if the pizza was close to ready because the tracker still said “making.” When I walked in the store there was 2 other guests. I wasn’t greeted until 10 minutes later and the guy asked me what my name was and he didn’t even look at the pizzas. He just sat there thinking and went back to the back. At around 3pm I was asked my name again as I was the only guest left. Finally I received my ONE pizza at 3:14, 50 minutes after I ordered it.

This is at the store in Tyler, TX on south broadway. I filed a complaint with papa John’s and they literally just said sorry.

I want a full refund of my order.
Business Response
Date: 03/03/2025
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 on 1/26/25 the store responded to your complaint submitted directly to the store. However, you rejected the replacement.
"I would like to personally apologize for your experience when we were really busy for playoff games.
Please call the Broadway location at ************* when you would like to redeem your replacement pizza which is noted under your phone number.
We do not take these issues lightly and your feedback will be used to improve our ability to serve you in the future."
Customer Answer
Date: 03/03/2025

Complaint: ********

I am rejecting this response because I want a refund. I don’t want to order another pizza from this store. The excuse for playoff games is sad. I had one pizza that almost took an hour. Nobody told me the store was backed up. Other guests and I were ignored. Not one person apologized and told us they were behind. I want a refund.

Sincerely,

****** *****
Business Response
Date: 03/07/2025
Even though the store has offered compensation, we will reach out once again regarding a refund.
Customer Answer
Date: 03/10/2025

Complaint: ********

I don’t want this closed until I see the refund.

Sincerely,

****** *****
Initial Complaint
Date:01/24/2025
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 1/21/2025 I ordered from papa John’s my delivery driver demanded a tip at the door didn’t even ask he demanded one and I said I didn’t have one so he told me give me the food back and tries to walk into my house I close the door and he pushes it open and walks into my house and tries to snatch the food from me I am a single mother of 5 i called the store immediately and filed my complain I was told I was going to get a full credit for the food and a call back never recieved my call back so I called the next business day the person who answered the phone told me full credit was not possible I would have to pay out of pocket for food and didn’t update me on what happened to the driver
Business Response
Date: 01/24/2025
We have spoken to the stores management team and was informed a credit for an order was completed today regarding this complaint.
Initial Complaint
Date:01/20/2025
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.
Hello as a long time l Papa Johns customer and someone who delivers for them occasionally through Ubereats I would like Papa Johns to be aware of the appalling conditions third party delivery drivers like myself have to suffer through. I basically had to beg a papa johns manager to make an order that a customer was waiting for and he still refused to do it.

I went to the papa johns location located in Huntington Park, 2927 E Florence Ave, Huntington Park, CA 90255

I informed the manager who gave me the name **** that I am there to pick up this customers order, he refused to give it to me because he claimed it was already picked up. I called the customer in front of **** and messaged him, the customer said he didn’t receive the order. The papa johns manager **** still refused to make the order or cancel it and kept arguing with me, I had to call Uber support to speak with him to proceed with the order. He finally began the order and I had to wait for it, the customer was upset as the whole process of getting it from the store took 45 minutes and it affected my account.
Business Response
Date: 01/22/2025
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 Call Experience.

Thank you again and have a great day.
Customer Answer
Date: 01/28/2025

Complaint: ********

I am rejecting this response because:

Nothing was addressed and I was never contacted by the business about my experience.
Business Response
Date: 01/29/2025
There was no desired settlement listed in this complaint. Therefore, I took as informational as well as reaching out to the store location regarding service provided by third party drivers.

Thanks' and have a Great Day!
Customer Answer
Date: 01/31/2025
My desired settlement was contact by the business you have my information.
Business Response
Date: 02/20/2025
The original complaint to the store reflects the management team contacted the Ubereats driver and apologized on 1/20/25.
After follow up on 2/7/25 we were informed "Uber driver did not confirmed the order and unfortunatly store cant be reimbursed for the product 2 times"

Customer Answer
Date: 02/21/2025

Complaint: ********

I am rejecting this response because:

this is completely false nobody contacted me and I had confirmed the order several times while I was there, I confirmed there was a pending order, I confirmed with the customer they hadn’t received it, and I marked it as picked up after asking the store manager for more than 45 minutes to make the order having to call Uber support to speak with him when he demanded I pay for it.
Initial Complaint
Date:01/13/2025
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.
Spent about $22 ordering pizza, I ordered around 3 AM because I placed the order on Friday and it says on ***** **** open until 4 AM. I contacted the store a few times and was promised to be reached out to but I haven't heard anything and it has been days. I never received my order or any compensation or even apology.
Business Response
Date: 01/31/2025
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 the store processed a refund on 1/12/25 and the refund settled on 1/13/25 which was the desired settlement.

Thanks, and have a Great Day.
Initial Complaint
Date:01/12/2025
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 12/25/24, I was charged $25 for a delivery order of a pizza via gift card. The delivery was not fulfilled so I tried customer service and calling the store directly to receive the money back for the purchase that was not fufilled. They have avoided communication with a manager and their website is designed to prevent resolving issues with orders.
Business Response
Date: 02/13/2025
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 are reaching out to the stores management team for a resoltion.

Thanks, and have a Great Day.
Initial Complaint
Date:01/02/2025
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.
Order # ********** for $65.11 on the 3rd of december and order #
1183348496 total $69.03 on the 26 Have not been refunded despite doordash reimbursing the store the money, there are two tickets filed with papa johns customer service and no refund refund me now please!!! i need my funds back and doordash already refunded the store i dont want to hear what the store has to say i need my refund and i wont be using this all again for deliveries its awful i ordered from ************* so papa johns needs to refund me for these 2 attempts/ never delivered orders i dont want to hear anything from the storw as ive already spoken to them and got nowhere with them im done talking give me back my funds asap the third party delivery app is terrible SINCE they started using doordash instead of their own drivers like they used too
Business Response
Date: 01/22/2025
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.
The order number ********** does not reflect the comments
listed in the complaint. Order number ********** was on 1/14/2025 and placed
for cash. We see the ongoing communication with the store locations
management team and wound not be able to process a refund.

"Customer has been issued 3 refunds in the past
8/18/24 $50.01 refunded
9/2324 $54.01 refunded
10/30/24 $50.34 refunded
Customer always complains last time he order was on 12/26/24 he called and complaint and wants a refund for the of $69.03. I, ******* spoke to customer and told him that I will not give him a refund for his last order.
Please do not re-open this case .
Thank you!
*** ******* *

Thanks' and have a Great Day!
Customer Answer
Date: 01/22/2025

Complaint: ********

I am rejecting this response because:

doordash has refunded both of these orders back to the store and i have yet to recieve my refund, doordash has already refunded both orders , please refund me immediately i did not order any of these with cash both orders were placed on ************* app and pid with debit card

Sincerely,

***** ****
Business Response
Date: 01/23/2025
********** is an online order placed for cash on 1/14 in the amount of $86.55. This order does not have your name listed nor your email address. on the order.

********** was and credit card order place on 12/26 for $69.03, the order has your information on the order. This order was placed through Papa John's website and Doordash would not hold the transaction. Doordash would hold transactions placed directly through Doordash.
Customer Answer
Date: 01/23/2025

Complaint: ********

I am rejecting this response because:

hello, theres two orders i placed the second one u found that order ur delivery partner ended up reimbursing that back to papa johns and they since reimbursed u but the store has no processed my refund the store also has the information for my other order placed under the same email on the december 3 however theyre not refunding me for whatever reason
the third party company already refunded both orders back to papa johns
i dont have doordash was the company in charge if the delivery and they refunded u can u please call the store and help me this is ridiculous

Sincerely,

***** ****
Customer Answer
Date: 01/24/2025

Complaint: ********

I am rejecting this response because:

hello, theres two orders i placed the second one u found that order ur delivery partner ended up reimbursing that back to papa johns and they since reimbursed u but the store has no processed my refund the store also has the information for my other order placed under the same email on the december 3 however theyre not refunding me for whatever reason
the third party company already refunded both orders back to papa johns
i dont have doordash was the company in charge if the delivery and they refunded u can u please call the store and help me this is ridiculous
Sincerely,

***** ****
Business Response
Date: 01/24/2025
I don't mind looking into this for you. However, you must present me with the correct order first. Second, please understand you can order through Doordash and Doordash can have that transaction. The one transaction you have presented was through Papa Johns's and Papa John's can have a Door Dash driver deliver the order. However, Papa John's would hold that transaction.
Customer Answer
Date: 01/27/2025

Complaint: ********

I am rejecting this response because:

**********

**********
ok these are the orders pls help me get my refund

Sincerely,

***** ****
Customer Answer
Date: 01/27/2025

Complaint: ********

I am rejecting this response because:

**********

**********
ok these are the orders pls help me get my refund

Sincerely,

***** ****
Business Response
Date: 02/06/2025
Unfortunately, we will not be able to process a refund. We will have to stick the decision of the stores upper management regarding service to *** *****
"Customer change his name and phone number his order is under *** and his phone number is *** ********* I, ******* spoke to customer many times already that he will not get a refund from us anymore we have gave him 3 refunds from different orders.
8/18/2024 $50.51 refunded
9/23/2024 $54.22 refunded
10/30/2024 $50.34 refunded:.
Customer Answer
Date: 02/06/2025

Complaint: ********

I am rejecting this response because:

if doordash refunded u the money u decided to keep my money ill comtact my bank ur basically scamming me doordash reimbursed the store and i paid pizza hut therfore pizzgut should have refunded me goodbye scammers

Sincerely,

***** ****
Initial Complaint
Date:12/30/2024
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.
So, Today I ordered From Papa John's and I had Ordered Wings, 1 Drink and 2 Pizzas. We called them because they had 1 pizza and 2 drinks on our order. They claimed they fixed it and we called again because it didn't change on the app and they told us they updated it. The driver gets here with everything except a second pizza. He takes the money and didn't split it because he was talking as if he was gonna call in about it and be back. We waited and nothing. We called in and the manager had the audacity to lie and say that she didn't add it on the order and now we got lied to and ripped off. I would like to request a refund
Business Response
Date: 01/17/2025
Thank you for providing us with your feedback. We appreciate it when our customers bring to
our attention areas in which we can improve.
We would need some more information to be of further assistance. Please provide the store location, phone
number, name on the order, etc., so that we maybe of further assistance.

Thank you and have a Great Day!

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