Papa Johns Pizza — Restaurant in Edmonton

We placed an order via the website directly with Papa Johns. We don't often order out for pizza but tonight was the night. When the order arrives we noticed that it looked like the driver had dropped it or put it on it's side. The pizza was cold and it had shifted and piled to one side of the box and the garlic butter from the knots was all over both boxes. After some time trying to find who to call to rectify the issue we got someone at this store. Whomever answered the phone doesn't know what customer service is. He didn't seem to understand why this was an issue and said he'd call me back after speaking with his driver. Clearly he thought I was trying to take advantage so I offered to text pictures, which I did. We waited and waited and my wife and I each had a piece because it had now been 45-minutes since our dinner had arrived. Finally the man called back and said they'd replace the order as long as we hadn't eaten any of it. I advised that we had and that pleasantly shifted the situation to the "sorry for your luck" scenario. I advised the man that this was poor customer service and I would be taking the issue up with Papa Johns corporate. Perhaps someone there will know the value of a guest and how a simple remake can pay off in dividends over the lifetime of a customer versus negative...

Disappointed with Customer Service Despite Supporting the Location

I’m not a big fan of Papa John’s overall, but I’ve continued to order from this specific location because it’s part of our community and my kids enjoy pizza occasionally. While some of the pizzas are decent, I’ve consistently felt that the staff and ownership don’t seem to value or appreciate the support from regular customers.

Most recently, I asked to swap out a dipping sauce that my kids don’t like — something I’ve done before without an issue. This time, the staff member flatly refused and said I’d have to pay for it. When I explained that I wasn’t asking for an extra sauce, just a simple switch, he said, “Our owner doesn’t allow that.” I mentioned that it had been done for me in the past, and his response was, “It doesn’t matter, I’m not doing it.” When I expressed that this wasn’t a good way to treat a loyal customer, he replied, “Your choice.”

It’s frustrating that a location offering 40% discounts can’t accommodate a basic sauce switch worth less than a dollar. That interaction made it clear that customer service is not a priority here.

Sorry, but I won’t be returning. Good luck — but I hope this feedback helps improve...

Initially, I had given this location 5 stars but after my experience with my take out order today, I wanted to change my review. I ordered pizza and wings online. When I arrived to pickup my food, I was told it wasn't ready. I asked repeatedly about my order, explaining to the employee that I had ordered on the online app and it told me my order was ready for pick up.Yet, I still got the same answer, that it wasn't ready. I waited patiently for over 10 minutes while at least 5 to 6 other people came in after me and got their food, only to find out that my order was ready and it had just been sitting there the whole time. The Employee at this Papa John's didn't even apologize for this mistake. When I got home not only was my pizza cold but when opened up my boxes of boneless chicken wings, I was disappointed to see that they looked like frozen chicken nuggets that you would just get from the grocery store with barbecue sauce drizzled on top. They look nothing like the picture which I have attached for reference. After my experience today, I have no plans...