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.

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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:05/28/2024
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.
We ordered the Meat Works Pizza and paid to add an additional 4 vegetables. When we recieved the pizza there was just minimal meat on the pizza, no pepperoni, two pieces of bacon less than an eighth of an inch in width, about 9 pieces of ham liss than an eight of an inch in width, and 3 pieces of sausage less than a quarter inch in width on the whole pizza. Definitely not a meat works. We had this delivered so took the pizza back to the store and spoke with the manager. The manager told us that if anyone adds extra ingredient to a pizza (the customer pays for the original style of pizza with all of the ingredients it is supposed to come with, and pays to have extra ingredients added) then Papa John's will reduce the amount of original ingredients on the pizza because they are only allowed to put one small cup of ingredients on a pizza or it will not cook properly. This is a lie, because we have added extra ingredients before with no issue from them and multiple other pizza places. This is outright theft and false advertisement. She offered to remake the pizza with the original amount of meat, but would not be able to add the 4 extra ingredients we paid for. She also did not provide a refund for the extra amount we paid for the additional ingredients.
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. Papa John's serves a Meats Pizza and a Works pizza.
Papa John's does not have a Meats Works Pizza. The Meats pizza is a 5-topping
pizza, and the Works pizza is a 7-topping pizza. The portion distribution
is different for a Large 5 topping pizza and a 7-topping pizza. Therefore,
by ordering the Meats pizza and adding 4 additional toppings, the topping
distribution will change.

Thank you and have a Great Day!
Initial Complaint
Date:05/23/2024
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.
Received raw chicken and what appears to be a bowl of soup. To my knowledge papa John’s doesn’t serve soup yet this runny liquified bowl is what I received instead of an Italian bowl.
Manager was completely rude and unprofessional. She called me a liar and refused to assist. “No free food,” was her response
Business Response
Date: 05/23/2024
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 more information regarding the order details to be of assistance. The store location, if the order was placed online the email address or phone number on the order.

Thank
you again and have a great day.
Initial Complaint
Date:05/20/2024
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.
On April 13 I order a large pizza from papa johns pizza at 1683 NW saint lucie west FL we pickup up a small pie we questioned the size but they claimed it was a large my wife call corporate to verify the size which they stated it must be 14 in and the stated the pizza they gave us was a small we filed a complaint with papa John corporate and requested to get a refund which the owner of that store rudely declined and told us never to go back to the store. Normally I would not make a complaint but because of the way I was treated I want everyone to now papa john is not a family friendly environment. I feel cheated
Business Response
Date: 05/21/2024
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 will be reaching out to the stores management team regarding a resolution.
Initial Complaint
Date:05/17/2024
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.
I went in today to use gift cards after checking to see I had 14. 52 left on my 2 gift cards. I was told my gift cards didn't work. I paid in cash and left. When I called the gift card for my balance after leaving there it had been taken off by them so they charged me twice.
Business Response
Date: 06/11/2024
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. Below is what we show for the card activity.
Card
ending in ****
2/9/2024 amount issued $25
redeemed $11.73 2/16/2024 Store location* ***
redeemed $12.57 2/13/2024 Store location* ***
Total $24.3

Balance 0.70

Card ending in ****
4/27/2024 amount issued $35
redeemed $12.82 5/21/2024 Store location* ****
redeemed $21.18 4/27/2024 Store location* ***
Total $34.00

Balance $1.00

Thank you again and have a great day.
Customer Answer
Date: 06/11/2024

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

I am rejecting this response because:The money went back on the card a few days later but we paid cash that night. We where told no funds where available in front of many customers. No we aren't satisfied that we went threw that and had to pay in cash while your cashier laughed as if he saw something funny. You can see we are regular customers but we will not be anymore.

Sincerely,

******* *****
Business Response
Date: 06/12/2024
I apologize, I don't completely understand your complaint and what happened at the location. The desired settlement is listed as a refund, however, both cards were refunded on 5/15. I see both cards were charged on 5/15/24 at 19:30 EST, and then both card transactions were cancelled at 21:24 EST, and the money was returned to both cards. You screen shot shows an online order for cash placed at 5:57pm CST
Card ending in 9307 was then redeemed on 5/21/24 for $12.82 and left with a $1 balance.
Customer Answer
Date: 06/12/2024

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

I am rejecting this response because:I was requested a refund cause we paid in cash for the pizzas when we tried to used the gift cards. We where told nothing was on the card as the cashier laughed and we paid in cash that day. We checked the card and the funds where not available until the next day back on the gift cards. Than we used them at another location on a different purchase. They had poor customer service on top of not allowing us to used the card the 1st time.

Sincerely,

******* *****
Business Response
Date: 06/13/2024
Gift cards can lock for up to 12 minutes if the 19 digits are entered correct and the pin number or anything else causes an error processing the payment. Thus the fund would not be available for those 12 minutes. Since the order was paid by cash, a refund can only be processed directly through the store. Therefore, we would have to direct you to the stores management team.
Customer Answer
Date: 06/13/2024

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

I am rejecting this response because:We spoke to the store and they didn't want to do anything to resolve the issue and that's why the complaint was filed.

Sincerely,

******* *****
Business Response
Date: 07/09/2024
We apologize for the inconvenience and that the
cards got temporarily locked at the store location for up to 12 minutes. Unfortunately,
any cash refund can only come directly from the store location.
Customer Answer
Date: 07/09/2024

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

I am rejecting this response because:it wasn't just the fact that we had to pay cash it was the poor customer service. It's OK we won't go back and I have spent thousands with them.They might want to look at my account. I won't be anymore.

Sincerely,

******* *****
Initial Complaint
Date:05/14/2024
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.
Ordered meal for my kids on April 26, 2024 at 6:00 pm. Order #*********** When they opened the pizza boxes, they received the metal crate seen in the photo from Papa John’s Store #557. Unacceptable. I have tried to contact the corporate office, corporate responsibility email, consumer services and ** ********* and NO RESPONSE. This must not be important.
Business Response
Date: 05/14/2024
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 reviewed the complaint you submitted to the store this morning on 5/14. The District Manager has responded stating the Managment team will be contacting regarding a resolution.
Thank you again and have a great day.
Customer Answer
Date: 06/04/2024

Complaint: ********

I am rejecting this response because:

Ordered meal for my kids on April 26, 2024 at 6:00 pm. Order ************ When they opened the pizza boxes, they received the metal pan seen in the photo from Papa John’s Store #557. Unacceptable. I have tried to contact the corporate office, corporate responsibility email, consumer services and *** ********* and NO RESPONSE. This must not be important. I have tried to contact *** ****** ******* by email also, but no response. The BBB closed my previous complaint without contacting me.

Sincerely,

***** ******
Business Response
Date: 06/05/2024
We have reached out to the stores management team on 6/4 and 6/5. Its out understanding the District Manager offered a refund and or a replacement and the customer rejected the resolution.
Customer Answer
Date: 06/05/2024

Complaint: ********

I am rejecting this response because: I never was contacted by the regional manager or anyone from corporate or has anyone offer any compensation. A manager from the store in Toledo ***** on 6/4 and a Supervisor ******* who did not know anything about this or offered any compensation. I have requested communication from Corporate. I have reached out to ****** ******n by email and still no communication. My next steps if no one from corporate reaches out with some resolution, I will take this to social media and the local new station.

Sincerely,

***** ******
Business Response
Date: 06/06/2024
I have contacted the District manager and he will be sending you his direct contact information.
Customer Answer
Date: 06/06/2024

Complaint: ********

I am rejecting this response because: No resolution has been provided or accomplished. *** ******* sent email and I responded what happened and she has pushed it off to someone else. I wish people would just do their jobs. Do not closed because nothing has happened on their part except pushing it to someone else.

Sincerely,

***** ******
Initial Complaint
Date:05/02/2024
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 bought 3 pizza 3 separate times and they either were burnt, stale, or disgustingly made. After talking to customer service, they told me to call back to the store for my resolution. The manager was rude, disrespectful, and refused my resolution 3 TIMES! I spent about $31 dollars each time for not anything but disappointment
Business Response
Date: 05/08/2024
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 order details to be of further assistance. Please respond back with the store location and or contact information on the order, so that we may be of further assistance.
Thank you again and have a great day.
Initial Complaint
Date:04/29/2024
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.
I placed an order for pickup. My son was to go and pickup the order but while on the way he was involved in a car accident. We never got a chance to pickup the order, instead of the order being cancelled for not being picked up, I was still charged and not issued a refund.
Business Response
Date: 05/02/2024
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 have reviewed the complaint that was sent to the store.
The notes state you contacted the store the following day regarding the refund
and the store states the order was picked up. Also, there is documentation
stating Law Enforcement was contacted regarding the complaint. Therefore, the complaint would be in the hands of the police report.
Thank you again and have a great day.
Customer Answer
Date: 05/02/2024

Complaint: ********

I am rejecting this response because:
The manager told me that he threw the pizza in the trash. Considering the fact that there is a camera in the lobby area you will be able to hear him saying those exact words to me after i repeatedly begged him if he could give me the pizza that I paid for. He continually told me No, he wasn’t giving me anything and at that point I asked for a refund and he said that he wasn’t issuing a refund either (this all should be on the company’s camera). I then decided to contact the police but when they arrived they told me to reach out to the corporate office as well as the Better Business Bureau and I did both.

Sincerely,

******** ******
Initial Complaint
Date:04/29/2024
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.
On April 24, 2024 I placed an online order with Papa John’s. Included in my order were two mix and match items that were to be a charged $6.99 for each item as offered online. I was charged $6.99 for one mix and match item. However, charged $8.99 for the other mix and match with nothing modified on the order to generate this additional charge. Therefore, the $6.99 deal for each mix and match items are not being honored online. If you do not pay attention to your receipt, you would not have realized that your being charged an additional $2+. With this being online ordering, there may be a number of individuals who were affected and charged in excess of deals being offered by Papa John’s.
Business Response
Date: 05/02/2024
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. The New Crispy Cuppy Pepperoni topping has an additional premium topping charge. Thank you again and have a great day.

Customer Answer
Date: 05/02/2024

Complaint: ********

I have attached my receipt copy, a screenshot of what is offered under the Papa Pairings deal, and a newly generated order reflecting the correct charge of $13.98 that I should have been charged as opposed to $16.18. I am rejecting this response because:
For one, where under the Papa Pairings is there indication that the Cuppi Roni Pepperoni is an additional charge when you offer a 1-topping pizza for $6.99 and the pairing item being $6.99 as well under the Papa Pairings deal. Thus, this would be considered false advertisement to your consumers. At that, how is it that I selected your Papa Pairing special, however, my receipt reflects a mix and match deal that you do not offer at all under the deals on your website.
It is apparent that your system may have had technical issues on this day which your corporation should have identified well in advance. Therefore, leading me to be concearned about how many other consumers have been affected by this technical error or corporation price gouge, who were not noticeably aware that they may have been overcharged under your Papa Pairings deal.
I look forward to your corporation finding some resolution to this issues.

Sincerely,

**** *****
Initial Complaint
Date:04/23/2024
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.
On 4/22/24 I placed an online order with Papa John’s using my papa dough as I order quite often and never quite had this experience before. I paid $8.97 after all of the discounts which i deserve as I spent a lot of money with Papa John’s. Today I check my bank statement only to see the driver had gave himself a hefty tip of $7 ! Mind you I’m not even a mile away and only ordered a pepperoni pizza. 80% tip? That’s kind of absurd, so today I call the store to find out the manager won’t be in until 6pm! This is very disheartening and disappointing but I will no longer be ordering with papa johns after this experience. It completely ruined it for me. I would like a full refund as I never consented or signed agreeing to tip this driver. Taking money without consent is illegal and shouldn’t be accepted. Again I would like a full refund of $16 as I never agreed to tip. I have the option too online and I didn’t as you can clearly see I did put any tip on there.
Business Response
Date: 05/14/2024
Thank you for the feedback. We apologize
for the inconvenience. We are reaching out to the store’s upper
management regarding this complaint for a resolution.
Initial Complaint
Date:04/23/2024
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.
On 4/19/2024 I called the local Papa John's on Madison st in Muncie Indiana. I ordered 2 medium pizzas, one a cheese pizza with thin crust which the person I was talking to said was not possible because thin crust is only available on a large and offered me a free upgrade to a large which I accepted, and a medium pepperoni and ground beef. The person I spoke with offered an upgrade to a large for $2 motre which I accepted. The total was $21.87. He said it would be ready in 15 to 25 minutes. I then got in my truck and drove there, its a 15 minute drive. When I arrived I had to wait 20 minutes because it wasn't ready yet. when it was finally ready, I was told it would be $33.00. I questioned why when I was told it would be $21.87. They informed me that I had not spoken to the store directly but some company that takes orders for them. When I call a local stores number. I should get that store, not somebody in ****** And they did not honor the price. My girlfriend and her granddaughters were waiting and I paid it. I will never do business with Papa John's again since calling the store is calling ***** and they do not honor the price given on the phone. Papa John's is running a scam by using a call center in ****** or whatever country it goes to, instead of the store answering and they do not honor the price quoted on the phone.
Business Response
Date: 05/14/2024
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 stores management teams for assistance to get resolution for the complaint.

Thank you again and have a great day.
Customer Answer
Date: 05/21/2024

Complaint: ********

I am rejecting this response because: big deal, they're going to talk to the branch. they won't refund the overcharge and honor the price I was told when I called in my order. I will never do business with them again if they don't resolve this.

Sincerely,

****** *******
Business Response
Date: 05/30/2024
We apologize for the inconvenience. Below is an online only promo code for a complimentary Large Pizza.
Thanks' and have a Great Day!

**************
Customer Answer
Date: 06/04/2024

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,

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

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