Papa Johns Pizza — Restaurant in Edmonton

I’m probably one of those regular customers because I find that all the staff are friendly. However, I went to order pizza after work last December 23 after work in the evening; I ordered one large 4,toppings to take home that day and I ordered another 4 large with 4 toppings again to be delivered the next day at 5 pm, December 24th, and I paid separately for the delivery. Then, later that evening (December 23rd), the person who took my order called me and said when she was trying to “change or put” my order ( not sure what she’s trying to say), my payment was voided by the system. I said, okay, I will just pay for it when they deliver it. The next day, I went to work in the morning only, then I checked my account if the money was returned, but I didn’t see any, so I called my bank, and the person I spoke to said there was nothing returned. So, I went in to papa John’s and spoke to another person working, and I told her there’s nothing returned, and she said they were able to solve the problem. I was expecting that it was already paid that’s why I didn’t leave any money to my husband to pay for it, but when they delivered it, I wasn’t home, my son who was home that time paid for it again because the delivery person said it wasn’t paid yet. I was surprised, and so I called papa John’s, and I spoke to the first person I spoke with when I made my order and I told her that the money wasn’t returned, and there was a staff in the store who said, the problem was resolved, but when they delivered the pizza, my son paid again. I heard her spoke to someone in the background, and then she got back to me and she apologized, and asked if I want to get my money back or get it as pizza. I said, I will take it as pizza on the 31st, same order, 4 large with 4 toppings each. Then, I went to the store last Friday, December 30th to remind them as well as to order 2 other different items to take home, but the original person I spoke with wasn’t there, the person who said it was resolved was there. I told her about my conversation with the staff whom I ordered the pizza from last December 23. I assumed that she put my order in the system and everything was okay, but then after the new year’s eve, my husband said, “there was no pizza delivery”. I was so busy and only realized that the pizza were not delivered. I called papa John’s and again repeated everything, but she can’t do anything, and said I have to email the manager or speak to him/ her on Tuesday at 4 pm. It’s ridiculous, we double paid for pizza, then it wasn’t delivered and now I have to wait for 2 or more days to explained again what happened from the beginning to...

Unfortunately, 1 is the best I can do for our order this evening. Id give 0 if I could. We ordered at 7:11pm, and were told 45 minutes as they were busy. Fair enough-it had snowed and drive time is longer. (This Papa John's is within a 10 minute drive of us at best) At 8:14 we called and asked for the status of the order. We were told the driver was 10 minutes away. At 8:35 we called again this time to cancel the order. They offered a discount, and told us it would be here any minute. The operator asked US to tell the driver about the discount...no, we told them they needed to do that. At 8:45 they called us, stated the driver was behind but the order would now be free. They said they spoke to the driver and apologized. Driver arrives at 8:54 and pulls out the debit machine. NOBODY CALLED THE DRIVER. We told him the order had been discounted and he needed to call his store. So, he stood on the front step, with the pizza, 'on the phone'.

At 9:01, I called the store and told them I was not paying for a pizza that was ordered 2 hours prior, and was now standing outside in the cold. I told them to call their driver. The operator asked, 'Oh, hes there now?' Who the hell was the driver calling for 5 minutes?! Will never order from this location again. It's too bad- pizza is usually good and it's less than 4km away. This time, pizza was ice cold as were the poppers. Huge...

We've used this location several times but after tonight we will NOT be back. My husband ordered pizza online and wasn't given a delivery time until after the checkout. Delivery time would be over an hour so we decided to call and cancel because we had young kids with us who were already getting hungry. The store twice refused to cancel for us and kept directing us to the website which wasn't working. Finally on the third call we were told it was canceled. We were then called back 10 minutes later and told they'd already made the pizzas and were sending them anyways -the staff member argued with my husband about taking the pizza. My husband gave up and said fine, so we accepted the order. The driver came to the door and gave my husband a hard time about how tips aren't included in the price of pizza and my husband was so taken aback he ended up giving the driver a tip to avoid further harassment and arguments. To be clear we always tip, but given the circumstances around the order, did not feel this was justified today. My husband called to speak with a manager about this experience and was promised the manager would call right away. It's been hours and still no phone call. They've lost us and my entire family who were with us as customers. Horrible behavior, especially because my husband was respectful and understanding through the whole process....