Complaints

This profile includes complaints for Papa John's Pizza's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Papa John's Pizza has 3 locations, listed below.

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  Papa John's Pizza

  244-19 136th Avenue Rosedale, NY 11422-1615

• 

  Papa John's Pizza

  2002 Papa Johns Blvd Louisville, KY 40299-3393

• 

  Papa John's Pizza

  63-112A Woodhaven Boulevard Rego Park, NY 11374

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had the manager of the nearest Papa Johns to me tell me via email I can no longer order from there because I have "complained" too much. He left nasty, rude comments about me and had the nerve to ban me. Which is not only not very professional, it is also not legal. I have reached out through their customer service number, as well as the main headquarters multiple times and gotten nowhere. That store is a franchise, therefore the owner NEEDS to know that manager is treating loyal, longtime paying customers like this. First of all, you can't "complain too much" if the food keeps not meeting standards. Which it seldom does there, but unfortunately it is the only one near me. Rather than whine and complain about ME, maybe he should work on his staff actually creating good product. Anytime I have spoken to him he has been condescending and taken ZERO accountability .A person like that has no place running a business of such a large chain. I never asked for free food or even my money back, all I wanted was to see some improvement. Which obviously is not going to happen under his poor management, I am honestly appalled that ** has handled this so poorly.

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 2x $8.99 carrot pizzas and redeemed $8 in Papa Dough. I also redeemed free Cheese Sticks with a promo code from completing a feedback survey. At check out my bill was $10.** (I cant remember the change. When I check my pending charge it should $19.19. My papa dough was redeemed! I called the store and they told me the online website ordering is horrible. They were busy so they told me they could call back when it slowed down but never received a call back. Today I called corporate complaints and they refunded the papa dough of $8.00 I told them this is unacceptable I want a credit card refund and they told me it was IMPOSSIBLE! That makes zero sense! I did not want a refund of papa dough I wanted the refund as a billing adjustment of $8.00 plus the sales tax difference of $0.** cents.

• Initial Complaint

  Date:11/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had an outage on 11/7 and took $513 out of my account. They have yet to submit any kind to refund and everything I call they are giving me the run around.

• Initial Complaint

  Date:04/09/2024

  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.

  I purchased a pizza from the Papa John's at ***** ************ ***********, ** ***** on 4/5/2024. As usual, they shorted the pizza severely of toppings and for some reason there was a sheet of plastic film baked into my pizza. Fed up with this location, I put a negative review on ****** and decided I will never patronize this location again.On Monday. 4/8/2024 I got a call from a blocked number at 9:59PM to my number I used to place the pizza order, they left me a message stating that my ****** reviews aren't very nice and that I can, "get bent b*tch". It was left by a female voice that is a 100% match for the female employee who is always working at this location and I believe is the newer manager that has been there since the quality has fallen off a cliff.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  In reference to complaint ID ********, the owner of the local Papa John's franchise (JP) has touched base with me as of today 4/17/2024, and has assured me he's investigating this matter as thoroughly as he can. He personally doesn't believe it was the Manager as I did, I'll take his word on that and that he's going to try and take care of this matter as best as possible.

  The BBB complaint can be closed, I'm currently satisfied that JP is taking this matter seriosly, and dont believe Corporate will bother responding anyways.

  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/28/2023

  Type:Delivery 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 order from the Papa Johns - **************, **: Order #********** (1) Order was placed at 5:45 PM CST. Order said it would be ready in 36 minutes (attached) and app said delivered (attached). (2) Called ************** location on four separate occasions to speak with manager: For three calls over 2 hours, employee on other end stated that the app tracker was wrong, and that the pizza would be delivered. I kept being promised. No delivery. (3) Contacted Papa Johns (Corporate Chat) and they were of no value or help. Told me to contact the store again and that corporate could not do anything.Finally, after 8:00 pm CST (2.5 hours later), I called ************** location and was told that it should have been delivered and that I would receive a refund and store credit.At the time of writing this complaint, I still have not received a store credit or refund or contact. Corporate contacted me via email for which I responded via survey that I was not contacted by the store. (Attached). Still no response at the time of this writing.Dismal and unethical customer service, faulty products (app tracker), and processes at both the store and corporate level.Corporate Location:2002 Papa Johns ************************************** ************** location:Papa Johns Store #**** *******************************************, ** *****

  Business Response

  Date: 10/02/2023

  Papa John's ******************* (PJI) has investigated this matter.  ******************** placed his order at store *********************************************************** on September 23, 2023.  This store is owned and operated by franchisee Ozark Pizza Company, LLC, ***************************************************************************************  PJI could find no record of ******************** contacting the corporate office.  ************************ complaint has been forwarded to *** ********************** ***************** for a response to ************************ complaint.  PJI does no oversee day to day operations at franchised locations.  Please contact **************** and Ozark Pizza Company, LLC for final resolution.  Thank you.

• Initial Complaint

  Date:12/26/2022

  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 purchased a $10 fundraiser card and tried to use it for 50% off my order (this is the 3rd year I have bought one for my ************** and it will not work with the provided code. This is very frustrating and upsetting and needs to be fixed asap

  Business Response

  Date: 12/29/2022

  We are investigating why your code did not work properly and will respond with further information soon.  Thank you!

• Initial Complaint

  Date:09/19/2022

  Type:Order 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 has continued to provided dismal, inappropriate, and fringe bounded terms to its services and conduct of its employees. The purpose of this contact is for an official internal investigation into the employees of the location at my local Lexington location, being verbally assaulted and threatened and Papa John's has an obligation to provide remedy and accountability. Please provide an official investigation for further details into this inappropriate and unacceptable conduct. Papa John's has refused to provide proper contact and correspondence regarding this issue and this needs to be settled internally before proceeding with a court demand letter and assistance with other means due to Papa John's neglect to handle this situation.

  Customer Answer

  Date: 10/14/2022

  At this time, I have been contacted directly by Papa John's Pizza regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 11/29/2022

  After receiving ************** complaint, we reached out to the Director of Operations (DO) and *************** Business Partner (HRBP)assigned to the restaurant in *********, ********, which ************** complained about.  The DO spoke to ************** and provided him with four free pizza codes.  The DO and HRBP met to discuss what occurred and determine what corrective action needed to be taken.  The DO coached the General Manager regarding the situation.  The DO emailed the customer with an apology and gave him credit at the store.  We have closed our file.

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Human Resources has not responded along with the original response agent and I have received a few promo codes to hush me up and nothing of substance to address this act of violence within these restaurants 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 12/06/2022

  Papa John's ***, **** (PJU) conducted an internal investigation into **************' complaints.  PJU's internal investigations are confidential.  We have supplied ************** with all the information we can with regard to this matter.