The customer service here is the best I’ve experienced at a pizza shop. Helped me order online and saved me some much needed money.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Pizza
Mikhail Shkaralevich
Chris and Todd are awesome, guys. Thanks for the pizza, guys, really enjoyed it.
Atmosphere: 5
Food: 5
Service: 5
Cole N.
I can't believe the utter lack of customer service we experienced with Papa John's. It was a simple order: two large pizzas with extra sauce (7 at $1 each to be exact), and we even prepaid the tip to ensure a smooth transaction. Little did we know, we were in for a nightmare.Upon delivery, we eagerly unpacked our pizzas, only to find that the extra sauce we paid for was nowhere to be seen. When we questioned the delivery driver, he informed us to take it up with the manager, as he was only there for delivery. This was already a terrible omen. If we waited much longer we knew our pizza would be cold.The trouble started when we tried calling the store. Ten attempts later, not a single pick up, and to add insult to injury, their voicemail was full (probably with similar complaints) and we couldn't even leave a message. After what seemed like an eternity, we managed to reach the elusive manager. He promised to address the issue with the delivery driver and give us a callback. Hours passed, and no callback, no resolution. We continued our futile attempts to reach someone at Papa John's, but no luck. No voicemail option still.Now, I hate to sound like a "Karen" about a measly $1 charge for extra sauce, but the indifference and lack of action on Papa John's part left me angry. We were charged for something we never received, we prepaid with tip, and now we're eating cold pizza without our purchased sauce.To make matters worse, the online chat support was conveniently closed, due to being in the time zone of Hawaii. I am so livid at this point. Papa John's, you've lost a customer for life. I knew I should've just gone to Pizza Hut.
Arthur P.
Dorito cool ranch came with no actual Dorito sprinkles or seasoning like the last time I ordered and on top of that, I ordered steak and I got chicken. Papa bites didn't even look like the one that was advertised and was super sloppyLooks like it's time to switch to dominos
Andrea D.
We wanted to order pizza on Halloween to support my son's school fundraiser and knew that it's a busy day for pizza orders. Therefore, we ordered ahead of time before lunchtime today and set the time for pickup at 6pm, however, for some reason the pizzas I ordered were made right away and we were never called to ask why we paid for it and never picked it up. So we tried calling around 5:15 pm to confirm our order would be ready and the phone number for the Nu'uanu location said there was an "Error". So after three tries and no one answering we drove to the store. My husband goes to pick it up and is told that it was sitting since 11:45am when we placed the order. I checked my email confirmation and it said it would be ready in 17 mins. Something is terribly wrong with their online ordering system and their management because when I went in to talk with the lady, who I believe is the manager, she started yelling telling me that she's trying to make new pizzas or unless I want the old pizza from 11:45am. I don't know why when we order from Pizza Hut, it specifically shows carry out or delivery and the time the order was placed and the time or pick up for delivery. I asked if she could show me where I could find that information on the Papa John's email confirmation and she told me she was done and I wasn't getting a pizza and I need to go somewhere else. I tried explaining to her that as I customer I thought I did everything I could to confirm and pre plan for any delays, but I will never go to this location or any Papa John locations again! There needs to be better customer service especially from management and some common sense to understand their faulty systems. I hope you learn from this experience...
Rodney C.
We used the Nuuanu Square Papa John's. Chad took really good care of our order. It is easy to order with the central ordering system, but talking in person is always better. There were issues with the menu going through the central ordering system, but Chad made sure we got the correct specials. This location is a place to reorder from and get great service.
suzarah mae evangelista
They gave me the wrong
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Pizza
Pepper B.
It was awesome to see the service on display todayTwo guys slamming it. I watched them talk with five customers during my visit and every customer got a tremendous experience, including myself. They both were working extremely hard, all while dealing with some corporate computer online order stuff that obviously was brutal for the customers and made their jobs 100 times harder than it needed to be. Nevertheless, Brian and James(hope i got that right) continued to give great service... they owned it and apologized for the Papa Johns corporate system gaps and just keep moving. Very impressive.Papa John corporate- find out who was working at 5 PM Saturday, 2 at this location and figure out how to recognize them!
David K.
Waited outside for the app to say pizza was ready, pizza was barely lukewarm, everything was dry , it was probably made days ago , I'll NEVER GO THERE AGAIN!!!!!
Kayla Sistrunk
Horrible customer service. They had the door locked after I ordered carry out and let me stand outside for 20 minutes before coming to the door to say or tell me anything. Might I mention it isn’t in the safest location, it was dark, and there were sketchy people walking all around. Wouldn’t have minded waiting as much if they would have come to the door saying it would be a moment.
Worse service and pizza I ever had. Dominoes does better.I figure we try them out since we haven't them in a while.Delivery was long. Said 10:37-10:47. We didn't receive our order till about 10 after 11.Then the pizza tasted like heated up day old..WTF!!! The crust was hard along with the bacon cheese sticks. These were super hard.This location sucks!
Luke Snell
Hands down the worst papa John's pizza I've ever had. The regular crust pizza looks like it was haphazardly just tossed in the oven, it barely has any flavor or sauce. I then found out it's because they put all the sauce on the thin crust, but didn't even try to spread it out evenly which lead to burnt, unevenly cooked crust. Like, just try and implement a quick quality check, or literally ANYTHING.
Caleb K.
Fast, SUPER FRIENDLY, and delicious. Best service hands down.
Noel
April 6, 2023Ordered pizza online at 7:30pmCalled store manager 5 timesAnswered on the 5th time and placed me on hold for 40 minutesPizza was delivered at 9:30pmPizza arrived coldI drove to the store in person to get my much deserved refundOn duty manager was given directions from Kanoe, the GM that I was not to be given a refund. Instead I waited there in the store for them to remake my order. (mind you I tipped the driver $5 to deliver a cold pizza 1.5 hours after the estimated deliver time)Since I was told I would not be given a refund I went to Papa Johns corporate site to research their "quality guarantee""The Quality Guarantee excludes any issues regarding the delivery time.""There is no cash alternative or refund available."Since I will not be given a refund, I will place a 1 star review multiple times until their overall rating drops to a 1 star.Mahalo.
Michelle R.
I really really should've checked in with the Yelp reviews before I put my delivery order in. They don't lie!I usually don't like leaving bad reviews but... So this year for Valentine's Day 2023, I really wanted to surprise my mom with a heart shaped pizza. Pizza Hut who used to make heart shaped pizzas yearly stopped making them this year. And my favorite, Dominos also doesn't make the heart shape. It you're like my Yelp pal Rachie P., you're gonna say "YOOOO a heart shaped pizza is less pizza, but for more money!" And you're not wrong lol... But I really wanted the heart shaped pizza... so I ordered it. I put in my order online at 1138am on 2/14/23. The wait time I was quoted was "See you soon! 30-40 minutes." Cool, that sounds about normal. So I was expecting everything to be done and delivered around 1208 - 1218pm. Thank god I didn't tell anybody about this, because it would've been more than just me being disappointed. My order was very easy. 1 heart shaped one topping pizza: well done, original sauce, and three cheese blend ($ upcharge) with pepperoni. 2 special garlic dipping sauce cups. Crushed red pepper, seasoning and parmesan cheese packets. Besides the pizza, everything was pre-made sauces.At about 1220pm I hadn't gotten the order yet. So I had contacted the virtual customer service chat option in my order tracking page. The representative told me that the order was on it's way. And to expect a call from the manager within 48 hours following up. Spoiler alert, I never received any follow up. Then a text message arrived (thank goodness I turned on text notifications, imagine if I hadn't) saying "Sorry, your Papa Johns order is taking longer than expected. We'll let you know when it's on the way." Hmm... okay, that kinda contradicts what the representative said but whatevers right? I waited some more. And finally around 131pm I got another text message, "Good News! Your order from Papa Johns is on it's way!" Was this really good news though? It's been a full 2 hours since I initially ordered... The first picture I took of the pizza was timed at 149pm. So I got the pizza a bit before that. It came whole, un-sliced to show the whole heart shape. But it was really underwhelming. The delivery dude was like, "Hey, so pizza for Michelle? I guess someone got you a pizza? Or something..." I guess I ordered a pizza 2 hours ago that should've been delivered? Or something...I was almost embarrassed to show my mom what I got her for Valentine's Day... *face palm* I paid $16 and some change just for the pizza alone, and it came out to about 8 uneven slices. And if I really wanted to, I could've ate the whole pizza by myself in one sitting. It's not a lot of food. I got the crushed pepper packets and the special garlic dipping sauce cups I paid for, but none of the seasoning or parmesan cheese packets I requested. And I remember Papa Johns pizzas coming with a jalapeno if I'm not mistaken? Mines didn't have that.It would've been nice if someone from Papa Johns called me to let me know there was a longer wait time. I'm sure they're busy because of the Valentine's Day special, but then the quoted wait times online should have reflected this. Just a not good experience overall. And I never received any other follow up from corporate of from this individual location either. And this is why I won't order from Papa Johns again in a very long time. This whole experience was traumatic. I don't recommend them. My homies at Dominos never pull this messed up stuff with me. Their pizzas are fresh, delicious and delivered on schedule.
The customer service here is the best I’ve experienced at a pizza shop. Helped me order online and saved me some much needed money.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Pizza
Chris and Todd are awesome, guys. Thanks for the pizza, guys, really enjoyed it.
Atmosphere: 5
Food: 5
Service: 5
I can't believe the utter lack of customer service we experienced with Papa John's. It was a simple order: two large pizzas with extra sauce (7 at $1 each to be exact), and we even prepaid the tip to ensure a smooth transaction. Little did we know, we were in for a nightmare.Upon delivery, we eagerly unpacked our pizzas, only to find that the extra sauce we paid for was nowhere to be seen. When we questioned the delivery driver, he informed us to take it up with the manager, as he was only there for delivery. This was already a terrible omen. If we waited much longer we knew our pizza would be cold.The trouble started when we tried calling the store. Ten attempts later, not a single pick up, and to add insult to injury, their voicemail was full (probably with similar complaints) and we couldn't even leave a message. After what seemed like an eternity, we managed to reach the elusive manager. He promised to address the issue with the delivery driver and give us a callback. Hours passed, and no callback, no resolution. We continued our futile attempts to reach someone at Papa John's, but no luck. No voicemail option still.Now, I hate to sound like a "Karen" about a measly $1 charge for extra sauce, but the indifference and lack of action on Papa John's part left me angry. We were charged for something we never received, we prepaid with tip, and now we're eating cold pizza without our purchased sauce.To make matters worse, the online chat support was conveniently closed, due to being in the time zone of Hawaii. I am so livid at this point. Papa John's, you've lost a customer for life. I knew I should've just gone to Pizza Hut.
Dorito cool ranch came with no actual Dorito sprinkles or seasoning like the last time I ordered and on top of that, I ordered steak and I got chicken. Papa bites didn't even look like the one that was advertised and was super sloppyLooks like it's time to switch to dominos
We wanted to order pizza on Halloween to support my son's school fundraiser and knew that it's a busy day for pizza orders. Therefore, we ordered ahead of time before lunchtime today and set the time for pickup at 6pm, however, for some reason the pizzas I ordered were made right away and we were never called to ask why we paid for it and never picked it up. So we tried calling around 5:15 pm to confirm our order would be ready and the phone number for the Nu'uanu location said there was an "Error". So after three tries and no one answering we drove to the store. My husband goes to pick it up and is told that it was sitting since 11:45am when we placed the order. I checked my email confirmation and it said it would be ready in 17 mins. Something is terribly wrong with their online ordering system and their management because when I went in to talk with the lady, who I believe is the manager, she started yelling telling me that she's trying to make new pizzas or unless I want the old pizza from 11:45am. I don't know why when we order from Pizza Hut, it specifically shows carry out or delivery and the time the order was placed and the time or pick up for delivery. I asked if she could show me where I could find that information on the Papa John's email confirmation and she told me she was done and I wasn't getting a pizza and I need to go somewhere else. I tried explaining to her that as I customer I thought I did everything I could to confirm and pre plan for any delays, but I will never go to this location or any Papa John locations again! There needs to be better customer service especially from management and some common sense to understand their faulty systems. I hope you learn from this experience...
We used the Nuuanu Square Papa John's. Chad took really good care of our order. It is easy to order with the central ordering system, but talking in person is always better. There were issues with the menu going through the central ordering system, but Chad made sure we got the correct specials. This location is a place to reorder from and get great service.
They gave me the wrong
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Pizza
It was awesome to see the service on display todayTwo guys slamming it. I watched them talk with five customers during my visit and every customer got a tremendous experience, including myself. They both were working extremely hard, all while dealing with some corporate computer online order stuff that obviously was brutal for the customers and made their jobs 100 times harder than it needed to be. Nevertheless, Brian and James(hope i got that right) continued to give great service... they owned it and apologized for the Papa Johns corporate system gaps and just keep moving. Very impressive.Papa John corporate- find out who was working at 5 PM Saturday, 2 at this location and figure out how to recognize them!
Waited outside for the app to say pizza was ready, pizza was barely lukewarm, everything was dry , it was probably made days ago , I'll NEVER GO THERE AGAIN!!!!!
Horrible customer service. They had the door locked after I ordered carry out and let me stand outside for 20 minutes before coming to the door to say or tell me anything. Might I mention it isn’t in the safest location, it was dark, and there were sketchy people walking all around. Wouldn’t have minded waiting as much if they would have come to the door saying it would be a moment.
Atmosphere: 1
Food: 3
Service: 1
Restaurantji Recommends
Worse service and pizza I ever had. Dominoes does better.I figure we try them out since we haven't them in a while.Delivery was long. Said 10:37-10:47. We didn't receive our order till about 10 after 11.Then the pizza tasted like heated up day old..WTF!!! The crust was hard along with the bacon cheese sticks. These were super hard.This location sucks!
Hands down the worst papa John's pizza I've ever had. The regular crust pizza looks like it was haphazardly just tossed in the oven, it barely has any flavor or sauce. I then found out it's because they put all the sauce on the thin crust, but didn't even try to spread it out evenly which lead to burnt, unevenly cooked crust. Like, just try and implement a quick quality check, or literally ANYTHING.
Fast, SUPER FRIENDLY, and delicious. Best service hands down.
April 6, 2023Ordered pizza online at 7:30pmCalled store manager 5 timesAnswered on the 5th time and placed me on hold for 40 minutesPizza was delivered at 9:30pmPizza arrived coldI drove to the store in person to get my much deserved refundOn duty manager was given directions from Kanoe, the GM that I was not to be given a refund. Instead I waited there in the store for them to remake my order. (mind you I tipped the driver $5 to deliver a cold pizza 1.5 hours after the estimated deliver time)Since I was told I would not be given a refund I went to Papa Johns corporate site to research their "quality guarantee""The Quality Guarantee excludes any issues regarding the delivery time.""There is no cash alternative or refund available."Since I will not be given a refund, I will place a 1 star review multiple times until their overall rating drops to a 1 star.Mahalo.
I really really should've checked in with the Yelp reviews before I put my delivery order in. They don't lie!I usually don't like leaving bad reviews but... So this year for Valentine's Day 2023, I really wanted to surprise my mom with a heart shaped pizza. Pizza Hut who used to make heart shaped pizzas yearly stopped making them this year. And my favorite, Dominos also doesn't make the heart shape. It you're like my Yelp pal Rachie P., you're gonna say "YOOOO a heart shaped pizza is less pizza, but for more money!" And you're not wrong lol... But I really wanted the heart shaped pizza... so I ordered it. I put in my order online at 1138am on 2/14/23. The wait time I was quoted was "See you soon! 30-40 minutes." Cool, that sounds about normal. So I was expecting everything to be done and delivered around 1208 - 1218pm. Thank god I didn't tell anybody about this, because it would've been more than just me being disappointed. My order was very easy. 1 heart shaped one topping pizza: well done, original sauce, and three cheese blend ($ upcharge) with pepperoni. 2 special garlic dipping sauce cups. Crushed red pepper, seasoning and parmesan cheese packets. Besides the pizza, everything was pre-made sauces.At about 1220pm I hadn't gotten the order yet. So I had contacted the virtual customer service chat option in my order tracking page. The representative told me that the order was on it's way. And to expect a call from the manager within 48 hours following up. Spoiler alert, I never received any follow up. Then a text message arrived (thank goodness I turned on text notifications, imagine if I hadn't) saying "Sorry, your Papa Johns order is taking longer than expected. We'll let you know when it's on the way." Hmm... okay, that kinda contradicts what the representative said but whatevers right? I waited some more. And finally around 131pm I got another text message, "Good News! Your order from Papa Johns is on it's way!" Was this really good news though? It's been a full 2 hours since I initially ordered... The first picture I took of the pizza was timed at 149pm. So I got the pizza a bit before that. It came whole, un-sliced to show the whole heart shape. But it was really underwhelming. The delivery dude was like, "Hey, so pizza for Michelle? I guess someone got you a pizza? Or something..." I guess I ordered a pizza 2 hours ago that should've been delivered? Or something...I was almost embarrassed to show my mom what I got her for Valentine's Day... *face palm* I paid $16 and some change just for the pizza alone, and it came out to about 8 uneven slices. And if I really wanted to, I could've ate the whole pizza by myself in one sitting. It's not a lot of food. I got the crushed pepper packets and the special garlic dipping sauce cups I paid for, but none of the seasoning or parmesan cheese packets I requested. And I remember Papa Johns pizzas coming with a jalapeno if I'm not mistaken? Mines didn't have that.It would've been nice if someone from Papa Johns called me to let me know there was a longer wait time. I'm sure they're busy because of the Valentine's Day special, but then the quoted wait times online should have reflected this. Just a not good experience overall. And I never received any other follow up from corporate of from this individual location either. And this is why I won't order from Papa Johns again in a very long time. This whole experience was traumatic. I don't recommend them. My homies at Dominos never pull this messed up stuff with me. Their pizzas are fresh, delicious and delivered on schedule.