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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.
    • 82 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2024

      Type:Service or Repair 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.
      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,



      ****** ******* 

      ***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:04/17/2024

      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.
      Order placed 3/3/24 at Papa John's Store 3129, **** ****** ***** ******* **
      Instead of receiving Tuscan Cheesesticks, received a small pizza. I called the store after placing my order on-line to confirm I wanted the Tuscan Cheesesticks since they previously made error with my order. Since they ruined our family dinner, wanted reimbursement for the full amount of my order (Order # **** $33.65).

      Logged complaint through Papa John's website and received reply that they would take care of issue (Case ID *********** on 3/7/2024).

      I have made multiple calls to the corporate customer care, and they said they would reach out to the store to get the reimbursement, but I still have not received any reimbursement.

      Want corporate to give my a reimbursement right away since the store has not provided my refund and it has been over 5 weeks since the initial complaint was filed.

    • Initial Complaint

      Date:04/17/2024

      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.
      March 26th 2024
      6:44,pm
      Papa John's
      Order number 0039
      Person taking Order *****
      Restaurant number 1510
      I've called customer service 6 xs since my incident
      I walked in to purchase a pizza I ordered the pizza waited 30 minutes for the pizza left the store came home opened the pizza and the entire pizza was stuck to the card board box I puck up the phone called the restaurant and ask ***** ehat would be the reason a pizza would stick to the card board box he's response was it must be raw or not cooked
      I said is that it he responded with a apology and hung up I then called customer service for Papa John's and I have been given the run around I've called 6 times and each time they have no record of me calling each time the agent has told me they would escalate the the call to a supervisor and to wait 28 hours they should call me still no response from them. The last time I called the agent gave me a claim number ********** and to wait 28hours for a call or email nothing has happened its been 4 more days and know it's April 16th 2024 at 5;44 pm and ****** was the agent that gave me this claim number
      I'm requesting a refund of 32.17. I do not want a pizza

      Business Response

      Date: 05/08/2024

       Thank you for the
      feedback.  We have spoken to the Manager ***** and reviewed the complaint
      ticket submitted to the store.  It's our understanding the store has
      offered to remake the order.  The Customer Support team has contacted the
      store multiple times and was informed the store offered a refund if the
      customer wanted to pick up the refund.  Since the order was placed as
      cash, we can only defer to the store regarding the refund.


      Thanks, and have a Great Day!

      Customer Answer

      Date: 05/08/2024



      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:04/15/2024

      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.
      Online order *********** at the martinsburgm wv location was horrible. I ordered with double bacon and when I got the pizza home it had no bacon on it and was burnt. I complained through papa johns feedback forum and never heard back from anyone.

      Business Response

      Date: 04/18/2024

      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.  Unfortunately, we will not be able to be of assistance with
      this complaint. We have reached out to the stores management team and there
      has been an ongoing history of same complaint and free product to replace the
      order.  Also bogus numbers on the orders. Customer was asked to provide
      the pizza showing that it was made incorrect, and stated the whole pizza had
      been eaten.  

    • Initial Complaint

      Date:04/15/2024

      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.
      I had a delivery with the store on PAPA JOHNS PIZZA MONTGOMERY RD
      Open - Closes at 1:00 AM
      4803 Montgomery Rd
      Ste 104
      Cincinnati, OH 45212
      Phone:
      (513) 731-5959

      They messed up my order which was supposed to be delivered to ***** ******** *********** *********** **** the pizza got delivered to the wrong address under my phone number. *** ******* I would like 4 pizzas' to be delivered to my school.

      Business Response

      Date: 04/18/2024

      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 better clarification and details to be of assistance.  Also, the phone number on the ticket does not match any order.  

       

      Customer Answer

      Date: 05/02/2024

       

      Complaint: ********



      I am rejecting this response because:  **** ********** ** *** *** *********** ** ***** This store messed up my order and promised 3 large pizzas and they refuse.



      Sincerely,



      **** ******

      Business Response

      Date: 05/23/2024

      Thank you for taking the time
      to provide us with your feedback.  We have reached out to the store
      regarding this complaint.  We have confirmed in the system as well as with
      the manager that this order was done as a credit and thus not charged.
      Therefore, no refund can be provided for the desired settlement.  It's our
      understanding this was the third time the store has comp an order dues to
      previous complaints.  The manager states they have attempted to contact
      the number as well and have not received a return call.  


      Thanks’ and have a Great Day!

    • Initial Complaint

      Date:04/05/2024

      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 took a chance on ordering from Papa Johns once again after having a problem with them some months ago, and I cant' believe, AGAIN the same problem. Last night on 04/03/24, I ordered a delivery. I was given a time directly from the store, in the area of 7:30 pm. I accepted that, I know they are busy, but 7:10 comes along and I get a text saying its going to be ANOTHER hour because Door Dash is going to be delivering it. So an order I placed at 5:30 pm , i didnt get delivered until almost 8:30 pm. That in itself is unacceptable, but added to that, is the fact that when it did arrive it was cold, and not at all appetizing. Earlier I tried calling the store but was hung up on. I am including the store name and order number. I also payed for this with a credit card, So this can be verified.
      Papa Johns Pizza
      *** * ********* *** ********* ** ***** ************* The Order number on the boxes is:
      ******

      Business Response

      Date: 04/11/2024

      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.  It's out understanding the stores management team has now apologize and refunded the order.

       

      Customer Answer

      Date: 04/11/2024



      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.




      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:04/04/2024

      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 4-2-24, I order pizza. The order was due to be ready at 10:03, I arrived at 10:05 maybe sooner since the worker didn’t want to even acknowledge me. He or she said it was too late to receive my order I was 5 mins late. How when my food was due to be ready at 10:03. It’s not the customer fault the system allowed that. I ask for a refund, he would speak with me or acknowledge. I feel really discriminated against since I’m a black woman. The worker wouldn’t acknowledge me asking for a receipt of proof of my refund. I will be contacting my lawyer. If there’s a glitch in the system there’s no reason for the customer to pay. Bad management ruined companies. This guy obviously doesn’t like his job, I will be contacting the corporate office. He canceled my order as I was sitting in the car. The Hispanic guy pick up an carry out order. He was rude!! Too rude

      Business Response

      Date: 04/09/2024

      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.  The desired outcome listed on the complaint as a refund,
      yet the order was cancelled, and the funds returned to the card.

    • Initial Complaint

      Date:04/01/2024

      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.
      Ordered 2 Pizzas online, used a portion to pay with my credit card and the other portion I used their rewards system ($10 papa dough certificate). Order total came out to $9.76. When I went to pick up the pizza they only provided one, I tried to show them that the order was for two on my phone and the manager was very rude and told me I can order another one or leave. I left to avoid conflict, but the issue was still unresolved.

      Order: ********** 
      Attached: Order confirmation showing 2 separate pizzas were ordered.

      Business Response

      Date: 04/03/2024

      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 confirmation illustrates one pizza order. The first
      line states a 1 Large One Topping Pizza $8.99. Tht displays the offer you
      selected.  Underneath that is the details for that Large One Topping Pizza
      having black olives. 

       

      Thanks and have a Great Day!

      Customer Answer

      Date: 04/05/2024

       

      Complaint: ********
       

      I am rejecting this response because:

      Thank you for your response. I am 100% sure I selected two pizzas when ordering at the final checkout. I also tried using my $10 papa dough and paid for the rest via credit card. I also checked previous orders where I only ordered one pizza and on the confirmation the pizza isn't listed twice like it is on the one shown. Can I be directly contacted about this issue? You can reach me at *** *** *****




      Sincerely,



      **** *******

      Business Response

      Date: 04/16/2024

      The order confirmation has one pizza and no papa dough redeemed. The papa dough was then redeemed on your order for 4/5/2024

    • Initial Complaint

      Date:03/29/2024

      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.
      I placed my order on ****. I contacted the store because the pizza was undercooked. Over half of the dough was undercooked. I contacted the store manager ****** who stated that I needed to file a complaint with ****. **** doesn't replace orders, and this was not an **** issue of concern with delivery. This was a major restaurant issue especially since I cannot eat uncooked or undercooked food due to medical issues. **** didn't offer to replace the order. A customer who orders cooked food should receive food fully cooked. This devalues me as a consumer and my time and money, Last, the pizza order was ordered to be cooked well-done.

      Business Response

      Date: 04/03/2024

      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.  Unfortunately, any transaction placed through **** **** must
      be addressed to **** ****. **** **** would hold the transaction.  Also,
      the screen shots reflect the pizza being well done.  We can submit this
      back to the stores upper management however we would need to know the store
      location and the name and phone number on the order.

      Thanks, and have a Great Day!

      Customer Answer

      Date: 04/03/2024



      Complaint: ********



      I am rejecting this response because the picture of the picture shows one pizza that I cooked in the air fryer and the other one shows uncooked crust. The store is located in Sumter, SC. The policy should’ve been to replace the pizza to make it right. 

      I cannot eat uncooked food due to autoimmune disease. For this incident to occur is unacceptable.  I filed a complaint with Dept of Health and Environmental Control for a food inspection. I also called customer service to resolve the issue but to no avail, the issue remains unresolved.

      Regardless f the delivery service, I ordered from Papa John’s. 




      Sincerely,



      **** ******

      Business Response

      Date: 04/16/2024

      Once again, we apologize for the inconvenience.  As stated, if you purchase through a third party, the complaint has to be submitted to **** ****. 

       

    • Initial Complaint

      Date:03/19/2024

      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.
      On March 7th, I placed an order totaling $62.72 through Papa John's website. Regrettably, upon receipt, the food was notably cold and of substandard quality. Promptly following this unsatisfactory experience, I initiated communication with Papa John's, engaging both the local store and the official Papa John's Twitter account (X) in efforts to address the matter.

      Today, March 18th, at approximately 16:38, I received a call from the phone number ************, wherein I was informed that a refund in the amount of $62.72 had been processed on March 7th. Despite this assurance, I must express my disappointment as the refund has yet to materialize. Furthermore, the individual providing this information was unable to furnish me with a trace or transaction number to substantiate the refund's issuance.

      Given the lack of resolution and supporting documentation, I am compelled to file this formal complaint. It is imperative that the matter of the outstanding refund be promptly addressed and the necessary steps taken to rectify this discrepancy.

      Business Response

      Date: 04/03/2024


      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 not been able to locate an order with the number nor
      email addressed listed in this complaint or the date and amount listed in this complaint. 
      We have an online order; however, the amount and date are different than listed
      in the complaint?

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

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