Just had the absolutely worst customer service experience I have ever had with Papa John's, with Hannah being the primary suspect. We called at 7:06pm and started our order with the automated system. The order included 1 large cheese pizza and 1 half Canadian bacon/black olives pizza. After the automated system couldn't understand that we only wanted toppings on half of the pizza, we asked to speak with a representative at the local Papa John's. We were then transferred to someone that was obviously overseas at a call center doing the order taking. We asked twice "are you actually at the Papa John's off Story Road"? Alaina said yes, I am located at the Papa John's off of Story Road across from the CVS multiple times. She ensured us that she was actually working on-site at the store. She finished up our order and took the payment over the phone. After waiting over an hour without any delivery updates, our kids started asking us where the pizza was at. After being promised a delivery time of 30-45 minutes, we became very concerned. We called back and immediately we greeted by the delightful general manager "Hannah". She was very helpful at first promising to comp our meal after hearing our recent troubles with the outsourced call center, but then she said, "oh wait, let me transfer you over to the Macarthur location". A typical case of the manager not wanting to do her job. This made absolutely no sense whatsoever, because the Story location is 3.4 miles away from our location and the "Macarthur location" was 4.1 miles away. Confused, I asked her why she would transfer us instead of taking care of us as loyal customers? Her bright and thoughtful response was "oh, you're out of our delivery range". This made absolutely zero sense. How is the Story location out of delivery range if they are the closest location? She continued interrupting the conversation when I started talking and was very disrespectful throughout the entire process. What's worse, is that she is the boss and knows nothing about customer service or people's needs. I then asked for the director of operations contact information and she laughed and said he was on "vacation".... HAHA we have ALL heard that excuse before. She refused to understand any values of conflict resolution and has lost many additional lifelong customers due to her unsatisfactory behavior. Thanks for leaving children unhappy and hungry.
Is this really what Papa John's stands for and wants their company to be represented by? I am absolutely disgusted and will never order from this Franchise again. Thanks, Hannah.
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Pepperoni Pizza
Christopher Nunez
Ordered pizza and a regular 2 liter Pepsi for delivery. Received ZERO sugar.
Food: 2
Service: 1
Mohamed Elzonkoly
Placed an order at 8 pm for a pizza and a papadia It took an hour for the food to arrive and when I finally got it, it wasn’t even the whole thing I had to call the restaurant claiming that the rest of the order was still in the oven, and it took em another 30 to 40 mins to deliver the rest of the order
Atmosphere: 1
Food: 1
Service: 1
James Meyer
Excellent pizza place just sometimes takes awhile to get the orders out but overall if you're looking for good pizza definitely a hit
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Pizzas Wings, Extra Large New York Style Pizza
Jay-son Adams
I was disappointed, haven't been there in a while. Pizza was mediocre, Dominoes had more flavor.
Food: 3
Carlos Godoy Alavena
Here are only 2 workers, we are 10 on the Line like 15 min ago & any order is ready
Atmosphere: 1
Food: 1
Service: 1
Nikki Hahn
I ordered 3 pizzas ,cheese bread, 3 boneless wings $75 worth and it came with no sauces that's the reason we ordered here because of the sauces we haven't had it in a long time and will not be ordering again if so i will definitely order from a different location because when I called the store Hannah was very rude so yeah I will find a different pizza place to eat lost your shot never again
Atmosphere: 1
Food: 2
Service: 1
Tim Jacobi
Do not order your food here. This qualifies for the worst run franchise across ALL fast food places. We placed an order to be delivered to our hotel. They said 1 hour. We called after 90 minutes and they claim the pizza was delivered but they would send a new one. Another hour wait. 4 phone calls later they tell us they can't find a driver to deliver Pizza to the Hyatt Regency at DFW airport. But he promised a refund. Guess, what, they charged us anyway. They lie and deceive their customers and have no sense of customer service or morality. You are better off going hungry than attempting to order from this dump.
Atmosphere: 1
Food: 1
Service: 1
Marcos Garcia
Horrible, I waited for 40 minutes on 2 items, not crazy order just something regular, very rude black lady disrespectful
Atmosphere: 1
Food: 1
Service: 1
serkan gg
Incredibly bad restaurant. Instead of dealing with the customers, they chat among themselves. Incredibly rude. I added the no sauce note but they didn't even care. It was the worst Papa John's pizza I've ever had.
They have 1 employee on Sunday NFL game day and a ton of DoorDash drivers waiting in line. They need more employees this is ridiculous.
Atmosphere: 1
Food: 5
Service: 1
Jorje Cruz
What’s the whole point of putting in an order and you get the exact opposite of what was ordered. Read!
Food: 1
Service: 1
Brooklynn Orr
I needed to cancel an order that was placed 2 days ago online that had the incorrect address listed (a remote work order), since then I have been trying to contact the store and NO ONE answers the phone. Reached out to all the customer service avenues the website has listed and each one says they can't cancel the order I need to call the store, even after I explain that NO ONE answers. This is ridiculous, I have been calling this store for days and everyone I go to for assistance at your company states they are not able to cancel an order. It's your system how are you not able to cancel the order. The order is for tomorrow.-NOT great customer service at all. I will never use this company again.
Service: 1
Alex Tomanovich
This location supposedly got a new "manager" a few months back. Jay Rodriguez. As there are no chairs and the waiting room is quite small and had about 5 of us waiting for food, unless I wanted to wait in my car, I could either look at the wall or look towards the kitchen. Most people think it's cool to watch people spinning pizza dough and putting toppings, and that kind of thing. Well Jay wasn't having any of that. He rudely barked at me in front of all the other customers to back up from the counter and "stop watching him make the pizzas". Not sure why he cares if somebody is standing "close" to the counter (on the customer side), but I guess he doesn't want people to watch him make pizzas since he touches his face, hat, and clothing while he's doing it. Must never have had any food handling training, because everyone knows that's not acceptable. I was taken back by the ridiculous rudeness of an employee shouting at me, embarrassing me in front of other customers, and since he didn't like my response, he refunded me and kicked me out of the store. I had to go to Little Caesars instead. I see from several of the other reviews here that he regularly disparages and attacks his customers for a variety of reasons. I reached out to corporate and got some half-hearted apology from somebody, and no follow up ever after that. I haven't been back since.
Just had the absolutely worst customer service experience I have ever had with Papa John's, with Hannah being the primary suspect. We called at 7:06pm and started our order with the automated system. The order included 1 large cheese pizza and 1 half Canadian bacon/black olives pizza. After the automated system couldn't understand that we only wanted toppings on half of the pizza, we asked to speak with a representative at the local Papa John's. We were then transferred to someone that was obviously overseas at a call center doing the order taking. We asked twice "are you actually at the Papa John's off Story Road"? Alaina said yes, I am located at the Papa John's off of Story Road across from the CVS multiple times. She ensured us that she was actually working on-site at the store. She finished up our order and took the payment over the phone. After waiting over an hour without any delivery updates, our kids started asking us where the pizza was at. After being promised a delivery time of 30-45 minutes, we became very concerned. We called back and immediately we greeted by the delightful general manager "Hannah". She was very helpful at first promising to comp our meal after hearing our recent troubles with the outsourced call center, but then she said, "oh wait, let me transfer you over to the Macarthur location". A typical case of the manager not wanting to do her job. This made absolutely no sense whatsoever, because the Story location is 3.4 miles away from our location and the "Macarthur location" was 4.1 miles away. Confused, I asked her why she would transfer us instead of taking care of us as loyal customers? Her bright and thoughtful response was "oh, you're out of our delivery range". This made absolutely zero sense. How is the Story location out of delivery range if they are the closest location? She continued interrupting the conversation when I started talking and was very disrespectful throughout the entire process. What's worse, is that she is the boss and knows nothing about customer service or people's needs. I then asked for the director of operations contact information and she laughed and said he was on "vacation".... HAHA we have ALL heard that excuse before. She refused to understand any values of conflict resolution and has lost many additional lifelong customers due to her unsatisfactory behavior. Thanks for leaving children unhappy and hungry.
Is this really what Papa John's stands for and wants their company to be represented by? I am absolutely disgusted and will never order from this Franchise again. Thanks, Hannah.
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Pepperoni Pizza
Ordered pizza and a regular 2 liter Pepsi for delivery.
Received ZERO sugar.
Food: 2
Service: 1
Placed an order at 8 pm for a pizza and a papadia
It took an hour for the food to arrive and when I finally got it, it wasn’t even the whole thing I had to call the restaurant claiming that the rest of the order was still in the oven, and it took em another 30 to 40 mins to deliver the rest of the order
Atmosphere: 1
Food: 1
Service: 1
Excellent pizza place just sometimes takes awhile to get the orders out but overall if you're looking for good pizza definitely a hit
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Pizzas Wings, Extra Large New York Style Pizza
I was disappointed, haven't been there in a while.
Pizza was mediocre, Dominoes had more flavor.
Food: 3
Here are only 2 workers, we are 10 on the Line like 15 min ago & any order is ready
Atmosphere: 1
Food: 1
Service: 1
I ordered 3 pizzas ,cheese bread, 3 boneless wings $75 worth and it came with no sauces that's the reason we ordered here because of the sauces we haven't had it in a long time and will not be ordering again if so i will definitely order from a different location because when I called the store Hannah was very rude so yeah I will find a different pizza place to eat lost your shot never again
Atmosphere: 1
Food: 2
Service: 1
Do not order your food here. This qualifies for the worst run franchise across ALL fast food places. We placed an order to be delivered to our hotel. They said 1 hour. We called after 90 minutes and they claim the pizza was delivered but they would send a new one. Another hour wait. 4 phone calls later they tell us they can't find a driver to deliver Pizza to the Hyatt Regency at DFW airport. But he promised a refund. Guess, what, they charged us anyway. They lie and deceive their customers and have no sense of customer service or morality. You are better off going hungry than attempting to order from this dump.
Atmosphere: 1
Food: 1
Service: 1
Horrible, I waited for 40 minutes on 2 items, not crazy order just something regular, very rude black lady disrespectful
Atmosphere: 1
Food: 1
Service: 1
Incredibly bad restaurant. Instead of dealing with the customers, they chat among themselves. Incredibly rude. I added the no sauce note but they didn't even care. It was the worst Papa John's pizza I've ever had.
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
They have 1 employee on Sunday NFL game day and a ton of DoorDash drivers waiting in line. They need more employees this is ridiculous.
Atmosphere: 1
Food: 5
Service: 1
What’s the whole point of putting in an order and you get the exact opposite of what was ordered. Read!
Food: 1
Service: 1
I needed to cancel an order that was placed 2 days ago online that had the incorrect address listed (a remote work order), since then I have been trying to contact the store and NO ONE answers the phone. Reached out to all the customer service avenues the website has listed and each one says they can't cancel the order I need to call the store, even after I explain that NO ONE answers.
This is ridiculous, I have been calling this store for days and everyone I go to for assistance at your company states they are not able to cancel an order. It's your system how are you not able to cancel the order. The order is for tomorrow.-NOT great customer service at all. I will never use this company again.
Service: 1
This location supposedly got a new "manager" a few months back. Jay Rodriguez. As there are no chairs and the waiting room is quite small and had about 5 of us waiting for food, unless I wanted to wait in my car, I could either look at the wall or look towards the kitchen. Most people think it's cool to watch people spinning pizza dough and putting toppings, and that kind of thing. Well Jay wasn't having any of that. He rudely barked at me in front of all the other customers to back up from the counter and "stop watching him make the pizzas". Not sure why he cares if somebody is standing "close" to the counter (on the customer side), but I guess he doesn't want people to watch him make pizzas since he touches his face, hat, and clothing while he's doing it. Must never have had any food handling training, because everyone knows that's not acceptable. I was taken back by the ridiculous rudeness of an employee shouting at me, embarrassing me in front of other customers, and since he didn't like my response, he refunded me and kicked me out of the store. I had to go to Little Caesars instead. I see from several of the other reviews here that he regularly disparages and attacks his customers for a variety of reasons. I reached out to corporate and got some half-hearted apology from somebody, and no follow up ever after that. I haven't been back since.
Atmosphere: 1
Food: 5
Service: 1
Very good.??
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