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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/26/2024

      Type:Customer Service 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 have grown tired of Papa John’s sending me advertisements with promotion codes that are not honored when I visit the website. As a result, I placed a request for Papa John’s to delete my account. Papa John’s automated systems makes it nearly impossible for this request to be granted and provides communication that requires a law degree to understand.

    • Initial Complaint

      Date:12/03/2024

      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.
      On Nov 6 2024 I attempted to place an order with Papa John’s #0663 in St Petersburg Fl. The order was for $35.11, the order was for pizza delivery and it was made online. The $35.11 was charged to my debit card but there was some problem with the system and the order never got created and I never received the product. I have contacted Papa John’s Corporate help line several times and they agree that they have taken the $35.11 and will eventually issue a refund, but they have no idea when. It has been nearly a month and I have not gotten a refund to this point. This is theft in my opinion.

      Business Response

      Date: 12/18/2024

      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 the last 4 digits of the card to be of further assistance. 

      Thank you again and have a great day.

    • Initial Complaint

      Date:11/27/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered pizza and they never brought it they literally took $34 from me and won't deliver the pizza and they won't answer the phone

      Business Response

      Date: 12/04/2024

      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 further assistance.  We would need the store location and the order details.  

       

      Thank you again and have a
      great day.


      Customer Answer

      Date: 12/05/2024



      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:11/14/2024

      Type:Product 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.
      My order on 11/12/2024 was wrong and my cookie was over baked. Was very disappointed didn’t get to return it to the store as I do not drive and had no way back

      Business Response

      Date: 12/04/2024

      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 further assistance.  We would need to know the store location and the order information. 

      Thank you again and have a
      great day.

    • Initial Complaint

      Date:11/11/2024

      Type:Sales and Advertising 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.
      This is a complaint against Papa John's Corporate. Papa John's Corporate is engaging in false advertisement of the price for their Shaq-A-Roni pizza product in their TV commercial that is continually on TV. The price in the commercial says the Shaq-A-Roni pizza price is $12.99. But when you go to order it at www.papajohns.com the price for the Shaq-A-Roni is $13.99. Papa John's Corporate needs to change the price on their TV commercial to $13.99 to reflect the price they are charging for the Shaq-A-Roni pizza online.

      Business Response

      Date: 12/04/2024

      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.  We would need to know the store location to be of further assistance to review the price at your store location.

      'Thank you for again and have a great day.

    • Initial Complaint

      Date:11/06/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Waiting for my delivery for over an hour called the store spoke to the store manager ***** was very rude and unprofessional she wouldn’t let me talk she was talking over me yelling my order was cancelled the driver has been sitting in my drive way for an hour and called me over ten times which was ridiculous no true facts to any of this situation. I believe in professionalism and respect and I did not receive any of it from this store manager *****. She definitely needs to work on her communication, problem solving, professionalism, customer service.

      Business Response

      Date: 12/04/2024

      Thank you for taking the time to provide
      us with your feedback. On behalf of Papa John’s, we would like to apologize for
      the inconvenience you encountered. Our goal is to always provide not only a
      superior quality pizza but also a World Class Customer Experience to our
      customers. We have confirmed the transaction was indeed cancelled and the funds never settled.  Therefore, per the desired settlement the transaction was indeed refunded.

       

      Thank you again and have a
      great day.

      Customer Answer

      Date: 12/04/2024



      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:10/21/2024

      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.
      October 18, 2024
      After a previous unsatisfactory order, my girlfriend and I were given a code for a free pizza. We decided to use it after a long day of work, thinking it would save us the hassle of making a late dinner. I placed the order online at 12:15 AM, and according to the tracker, the pizza was done and ready for pickup.

      My girlfriend drove to the location, only to find the doors locked, the lights off, and not a single person in sight. She called me, confused and upset while I double checked the tracker. It still said the pizza was ready, then the page refreshed and a messaged appeared stating the order was cancelled, and

      It wasn’t even 1 AM... and that being said, the experience was a complete let down and a waste of our time and gas. We weren’t even notified that the order had been cancelled or that we couldn’t order that late. No courtesy call, no heads-up, absolutely nothing.

      When I sent in a complaint, the response from the manager was the final straw. Not only was he rude and dismissive, but he offered zero apology and showed no interest in fixing the situation. His email was outright insulting, leaving me disgusted by the treatment I received.

      I replied asking if he could at least offer us another coupon code to reorder. He replied back stating that he has done all that he could do and refused to give another code to reorder the pizza we never received in the first place.

      This level of customer service is appalling and completely unacceptable.

      Business Response

      Date: 10/23/2024

      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 a free pizza order placed online the day of 10/18/24.

      Thanks, and have a Great Day.

    • Initial Complaint

      Date:10/15/2024

      Type:Product 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.
      Order ********** placed back in September, I reported receiving the wrong order and I called the store manager who continued to argue with me and tell me it was correct; I told him I have severe food allergies and it’s crucial for everything on my order to be correct. Store manager continued to argue with me and hang up on me refusing a refund. I contact papa John’s customer service over a month ago with no resolution, every time I call they just tell me the ticket is still open and corporate hasn’t issue my refund yet or even provided an update. Worst customer service I’ve ever experienced

      Business Response

      Date: 11/07/2024

      The store complaint reflects the complaint was resolved on 9/14/24.  We will reach out to the stores management team regarding this resolution.  

       

    • Initial Complaint

      Date:10/04/2024

      Type:Product Issues
      Status:
      Resolved
      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 9/7 for 5 pizzas at 11:13 am. I received 4 of the 5 pizzas. Pizzas were cold. I had the drivers phone number and attempted to call. Driver did not answer. Call location received no help from a rude associate. Called and emailed Papa Johns customer service department. I was told I would here from someone in 48 hours. 48 hours came and went and I heard nothing. I felt i was entitled to a full or partial refund for how I was treated. I called and described how I was treated from the location and what I was promised and after a lengthy hold I was informed "Papa John's cannot do anything for me."

      Business Response

      Date: 10/09/2024

      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 are reaching out to the store to check the status of the complaint.  

      Customer Answer

      Date: 10/11/2024



      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.

      Papa Johns has refunded my money.  Please withdrawal complaint.




      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:10/02/2024

      Type:Billing 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.
      Received an order where in transit pizza had been turned over upside down and had cheese slid off pizza and garlic container broken open and leaked all over box. Delivery took look long time to get there and other food in the order was cold and not edible. Reached out to store manager who refused to provide a refund. Really rude and seemed to take pleasure in the fact that he wasn't going to give me a refund. Called in and filed a complain with corporate customer care center who said I would be refunded within 48 hours and would have someone reach out to me. The CASE-ID for that is *********** It was not refunded and no one has reached out to me.

      Business Response

      Date: 10/02/2024

      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 the complaint ticket that was submitted by Customer Card on 9/27/24.  Customer card does not have a function to process a refund nor grant a refund.  Customer Card can submit a complaint ticket to the store and the response time is expected within 24 to 48 hours.  We show the General Manager of the store updated the ticket on 9/27 stating "personally talked to this customer he agreed for store credit",  We have reached out to the manager on duty and have confirmed the store has a in store credit for you.

      Thanks, and have a Great Day!

      Customer Answer

      Date: 10/02/2024



      Complaint: ********



      I am rejecting this response because:

      Neither statement from the business is true and is just an attempt to not provide a refund.

      1.  Form of payment was a standard credit card that can obviously have money refunded back onto it and 2. Customer never accepted store credit as resolution for this issue.



      Sincerely,



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

      Business Response

      Date: 10/09/2024

      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.  Below we show the complaint sent to the store was closed on 9/27/24.

       

       

      Resolved
      9/27/24, 6:47 pm

      GM personally talked to this customer he agreed for store credit . "


      Customer Answer

      Date: 10/09/2024



      Complaint: 22364172



      I am rejecting this response because:

      This is not true and is not resolved.  Typing the word `resolved` in your response does make it so.  Papa Johns corporate care center also told me I'd receive the refund with 48 hours of when i called in.  Review the documentation along with the CASE-ID mentioned in this complaint.



      Sincerely,



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

      Business Response

      Date: 10/17/2024

      "I ******* ** personally talked to this customer he agreed for store credit

      Customer Answer

      Date: 10/17/2024



      Complaint: ********



      I am rejecting this response because:

      Review the documentation for the case-id from the customer care center in which i told I'd be refunded within 48 hours.

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

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