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

  PO Box 99900 Louisville, KY 40269-0900

• 

  Papa John's International, Inc.

  203 W. Lincoln Highway DeKalb, IL 60115-3611

• 

  Papa John's International, Inc.

  480 Peoples Plaza Bear, DE 19702

• 

  Papa John's International, Inc.

  6850 Gravois Ave Saint Louis, MO 63116-1137

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:07/08/2024

  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.

  Let me make it clear that this complaint is not against the employees or the pizza. In fact, the employees are always nice and the pizza is always excellent. Please give them a standing ovation for being awesome at this location.
  
  My only gripe is the peppers. The last couple of times I’ve ordered pizza at this location, I’ve received peppers that are dry and not juicy as they should be. If someone could please address this one issue and make sure there are plenty of fresh, juicy peppers at this location, this would be wonderful and I would really appreciate it. And again, I love the pizza and the service at this location, so this will be the one I choose to go to whenever I order. Thank you.

  Business Response

  Date: 07/15/2024

  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.  

   

  Thank you again and have a great day.

  Customer Answer

  Date: 07/15/2024

  
  
  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:07/01/2024

  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.

  They send out my pizza for delivery thur a driver with out any seals or tape on my food

  Customer Answer

  Date: 05/28/2024

  The address is **** * ** ** * LauderdaleLake Fl

  Business Response

  Date: 07/01/2024

  Complaint was assigned to wrong location, representative for BBB explained they were going to reassign complaint to the proper location 

  Business Response

  Date: 07/15/2024

  We have not been able to locate an order at store **** * ** ** * ************** **, with neither the name nor phone number listed in this complaint.  

• Initial Complaint

  Date:06/24/2024

  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 an order today via papa John’s main website. I was given an estimate of 54 minutes initially. It is now 2:34pm. An hour a half after placing the order. I called to get a status update because according to THEIR tracker, ******** has a driver waiting there for me. The guy who answered, ****** said they contracted with door dash and they could not get a driver. However, their app is showing something different. Also, the delivery driver who finally showed up after 2 hours stated their over was broken. So which is it?

  Business Response

  Date: 06/26/2024

  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 on 6/22/24, the store management team responded to
  the complaint submitted to the store offering a credit on a future order.
  
  Thank you again and have a great day.

  Customer Answer

  Date: 06/27/2024

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

  I reached back out to ****** the GM that sent that response. I was not offered a refund, simply a credit. Also, I called the store yesterday to take advantage of the credit and the store was CLOSED during regular business hours. When I spoke to PapaJohns corporate, I was told they didn't know why the store was closed. I asked for a refund from the rep and she repeated that I had a credit. At this point, I don't want a credit. I've had far too many issues with papa johns and just want a refund at this point. I will not be using papa johns in the future. If a refund is not provided, I will be doing a dispute with PayPal to get a refund.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:06/19/2024

  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.

  Papa Johns has consistently made it unsure and unsecure feeling regarding submitting feedback. The agent I spoke to on the "papa chat" today, June 19th 2024, was one of the worst agents with passive aggressive remarks and ending the chat once I requested a supervisor to contact. This agent did not handle my concern well and my issue with the chain continues due to incompetence and aggressive agents like the one interacted with today. I would like to be compensated for my experience with the pizza quality at the W Broadway location due to poor quality of the half and half pizza and I would like these chat agents held accountable and more review of these chats to ensure this does not continue as it has for a long time.

  Business Response

  Date: 06/21/2024

  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 the store location and the information from the order to be of further assistance.

  Thanks' and have a Great Day!

  Customer Answer

  Date: 06/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the store is from W Broadway in Louisville but the issue is also surrounding the lack of awareness and rudeness of the chat agents. I would like compensation for this wasted pizza
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 01/08/2025

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

  I am reaching out again due to Papa Johns failure to acknowledge a nearly year long complaint that seems to be a recurring issue with the company. **** ***** claimed to have someone reach out to me regarding these chats and feedback and still no compensation or contact has been made months later. This brand is deteriorated for me and Papa Johns needs better supervision of its stores before I will consider patronizing the brands again. Numerous issues have been reported and nothing has been followed up on and I want these issues heard and credited where necessary.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/17/2024

  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.

  I file a complaint to Papa Johns via email in April. I received a response from ********* on April 17th apologizing for the quality of my food and specifically stating that he would refund the entire amount back to my card. Upon checking my statement, I see that that was a lie. I never received a refund back to my card.

  Business Response

  Date: 07/09/2024

  Thank you for the feedback. 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 with the Manager that the order was supposed to have been refunded. The transaction has now been refunded and the funds should be available within 3 to 5 business days.
  
  Thank you again and have a great day.

  Customer Answer

  Date: 07/09/2024

  
  
  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:06/10/2024

  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 recently ordered a pizza, I asked for LIGHT cheese and EXTRA sauce, the pizza CAME WITH LOTS OF CHEESE and little sauce! I called the pizza place to get a refund, I was put on hold for almost 15 min and the guy didn’t seem to care! I asked for a refund and he said he would give me a 20 percent off my next order. I told him that I would not pay for this pizza and he begrudgingly put me on hold and came back saying “il give you a refund this time, I was trying to find out if the pizza didn’t come with extra sauce or not but I’ll do it this time”, ok he sounded angry at me and I don’t know if he really did give me the refund. I don’t want to visit this store anymore after this! I was respectful and they could’ve cared less! Plus he’s saying he would give me the refund like he was doing me a favor! No, if you get the order wrong you FIX IT. I tried to submit feedback about this restaurant online but the store locator on your website wasn’t working, it couldn’t find the place! The order number was ***********

  Business Response

  Date: 06/26/2024

  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 transaction was refunded on 6/21/24. 

  Thank you again and have a great day.

  Customer Answer

  Date: 06/27/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:your company did nothing to help me meet resolution.
  
  You only sent me a message after I myself continued to call the business and continue to advocate on my own behalf. You were in short worthless. You have done nothing to win my trust and I now in fact see how much you could care less about your customer base. I’m going to tell everyone I see to stay far away from you. You don’t even care to try and make this right by me. This was a HORRIBLE experience. 
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/10/2024

  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.

  Papa John’s Store ***** **** *** **** ******* *** ***** ******* ** ********** ************* 
  I am writing to express my profound disappointment with the quality of the pizza I received from your establishment yesterday as well as the inadequate customer service that accompanied this order. As a loyal customer and member of Papa John’s for over 25 years, I have consistently enjoyed the high quality and flavorful pizzas that your brand is renowned for. Unfortunately, my recent experience fell far short of these expectations. Order Details: - Order Number: ****** - Items Ordered: - Large Thin Crust Zesty Italian Trio - Pepperoni, Three Cheese Blend, Banana Peppers, Spicy Italian Sausage, Italian Salami - Sauce: Original Sauce - Instructions: Original Pizza Sauce, Square Cut, Well Done - Large Original Crust The Works Pizza - Pepperoni, Mushrooms, Onions, Canadian Bacon, Black Olives, Spicy Italian Sausage, Green Peppers - Sauce: Original Sauce - Instructions: Original Pizza Sauce, Square Cut, Well Done Total before discounts: $18.49 Delivery Fee: $4.99
  
  Upon tasting the pizzas, my family and I were immediately struck by the lack of flavor and overall funny tasting blandness, a stark contrast to the flavorful experiences we have had in the past. The pizzas were not only unflavored but also appeared to lack the usual quality and care. Adding to this disappointment was the rude and unfriendly demeanor of your customer service representative, Jason. When I called to request extra sauce to hopefully salvage our meal, Jason responded dismissively, stating, “our delivery order driver already left there is nothing we can do” This unhelpful and curt response only exacerbated the situation, making an already disappointing evening even worse. This experience has decimated what should have been a delightful Saturday evening for my family and me.

  Business Response

  Date: 06/26/2024

  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 have reviewed the complaint submitted to the store on
  6/8/2024. The General Manager offered a refund on 6/12 regarding this order and
  informed the customer, since the order was paid by cash, the customer would
  have to come to the store for the refund.   We have reached out to the Manager and
  confirmed the customer can come to the store for the refund.
  
  Thanks and have a Great Day!
  

  Customer Answer

  Date: 06/27/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this message by Papa Johns is fallacious. No one reached out to me and informed me that I can pick my refund due to cash payment. I’m appalled by the lack of accountability and integrity that this store operates from. I got a silent call from Papa Johns, with no voice on the other end, I never spoke to ANYONE or received any email regarding this refund or specific matter.
  
  
  
  Sincerely,
  
  
  
  ** *** ******
  
  ************

• Initial Complaint

  Date:06/06/2024

  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.

  Myself and my girlfriend ordered our pizza on 6/5/2024 around 10 PM. We went down to the lobby of our hotel after giving Papa John's the exact address that takes you to the entrance of the hotel where I was waiting with my girlfriend as we watched for the delivery driver as we tracked our order. Papa John's was supposed to deliver the pizza and have our food to us in a timely manner. They were ahead of schedule, showed up, and didn't deliver the pizza. They turned back around after we had seen their vehicle in the parking lot of the hotel (later confirmed when we called multiple stores to figure out which Papa John's we got the order from because there was never any cancellation sent out and had to drive to Papa John's to get the pizza we ordered for delivery). We finally figured out which store it was that had our pizza and called several times to which they didn't respond. After an hour of waiting my girlfriend went out to confront the store in person. They told her that she had not called and their lines showed that her phone was disconnected; however, when I called later and spoke to the manager, ***** ********* she confirmed that she didn't cancel the order and didn't communicate with her staff as to why the customer (us) didn't get the pizza until the driver got back... They never reached out or confirmed that they were going to deliver our pizza. This is stealing plain and simple. I looked at the reviews online and it seems as though I am not the only one who has had to deal with hour-and-a-half-long waits only to have to confront the store in person to get the food they were promised would be delivered, The manager, openly admitted that she wasn't communicating with her staff throughout the shift because she was "doing manager things on her computer in her office". I told her that the way she handled the situation was completely unprofessional and didn't offer any compensation until I mentioned reporting the business to the BBB. We ate cold pizza at 12:05 am

  Business Response

  Date: 06/07/2024

  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 need more details regarding the store location.  The screenshot only shows the date and order.  We would need the order number or email address of the order. 

  Thank you again and have a great day.

  Customer Answer

  Date: 06/11/2024

  
  
  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. The person I was with has the information you are asking for (order number and email). I have since ended communication with them. Unfortunately for them they will not get the benefit of the refund for their order. I did this on their behalf, and my own, being subjected to poor treatment and bad pizza. However the primarily result I was looking for was consequences for the manager who objectively has treated multiple customers this way and continues to do it without repercussions. I love pizza… and I hate to see someone who I assume hates their job take it out on Papa John’s customers making their pizza experience unenjoyable. It’s Papa John’s… it’s pizza… it’s people… be kind and everyone ends up happy. That’s all I ask is that this manager learns in someway that there should be consequences to her mistreatment of customers.

   

  
  

  ***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:05/29/2024

  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.

  I order a medium peperoni pizza and a chocolate chip cookie on May 11 through their app. Once I picked up my order I was told they were sold out of the chocolate chip cookie. I was supposed to be issued a refund but that never happened. I have been dealing with there customer service reps and they can't seem to get it resolved. I was informed the store gave me a store credit but when I try to use it on May 26th the store employees had no clue how to even look and apply the credit. It shouldn't be this difficult to get a refund. This is very poor customer service. So I want a refund back to the original payment method from order on May 11. My order number is ********** 

  Business Response

  Date: 05/30/2024

  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.  The manager on duty ******** has entered a complimentary pizza and cookie for you at the store location.

  Thank you again and have a great day.

  Customer Answer

  Date: 06/07/2024

  
  
  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,
  
  
  
  ******** ***** It's shouldn't be this difficult to get something like this resolved.

  
  

  ***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:05/28/2024

  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.

  Papa johns ran a confusing promotion with avid deals where they would sell $15 for $30 for locations 5 minutes away from one another. I ended up paying for a $15 coupon i couldnt use because I didnt read the fine print where it said it was for one specific location. Both locations were running the smae offer just under different promo codes. that encouraged me to pay full price and I ended up paying another $33 instead of even using papa johns deals. Overall I spent $48 when I expected to spend a little over $15. This deal is intentionally confusing in order to trick people in to ordering high priced food. They did jot even offer to just transfer the order 5 minutes down the road.

  Business Response

  Date: 05/29/2024

  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 to know the code and the participating location to
  review the stores local promotion for this offer.  However, since a
  valid cash order was submitted to the store, ultimately the upper management
  would have discretion regarding the transaction.

  
  Thanks, and have a Great Day!