Papa Johns Pizza — Restaurant in Ontario

Before I share my own experience, I just want to say that overall it is a pretty good pizza place but after yesterday experience we've decided that after 7 years of supporting this place we will be taking our business elsewhere.

The reason for our decision was not the mistake made because we're all human, but the follow up call from the Manager regarding a survey feedback that we get sent after an order "Please rate how was your experience today" that I was so baffled by.

We ordered a pizza around 9:30-10 PM. Just wanted some pizza really and it was our place to go. Our family wanted a 4 topping on 1 side 4 on the other side of the pizza (Due to picky eaters)

Long story short we received 5 toppings on 1 side and 3 on the other. Not a huge deal for me as I am okay to eat it all, but for my family it was deal breaking when I got home and we discovered that because they wanted their own half with toppings they liked.

Which is why I submitted the survey with dissatisfied experience. As my family basically made me eat the whole thing myself which made the whole experience even worse but I ate it and at no point requested a free pizza, refund or compensation.

After I submitted that feedback I got a call from the manager and this is why we are taking our business elsewhere. He started arguing with me that the order was correct, pizza was made right and he has a video for proof. At first I wanted to laugh because its so silly to call and try to argue a topping issue but if it was correct, I wouldn't be submitted a negative survey but long story short I said okay, so you are looking at a video and my family and I are the ones who actually lived through that experience and actually saw the pizza never mind the 5/3 spread of toppings. He kept trying to argue and told me to come to the store and watch the video when I don't need a video - I literally saw and ate the pizza so I'm pretty sure I would know if the toppings were correct as my family was very specific on the request.

It really seemed like he was trying make me look like I had nothing better to do than to complain about a 1-2$ topping mistake. At no point whatsoever I asked for anything in return. I simply stated the fact that the family experience was terrible because it was and I just thought the store should be aware of that. To do better in the future.

But after a phone call to argue about a topping I just can't justify spending money at a place like that. The correct version of this experience would of been "I'm really sorry this had happened to you. We will do better."

Anything among these lines and that's all. But to call and argue about a topping like I have nothing else to do was so silly so I just ended the conversation with him you know what, you are right. We just won't be...

It used to be my favorite pizza in town. I placed an order today for 3 medium pizzas with 3 toppings each. Total before discounts $54.59 Papa Dough -$10.00 Specials -$21.88 =45.87 For 2 and a 3 dollar upgrade to a large for a total of 3 pizzas. And that's with 10.00 in Papa dough off. Then they charge 6 Dollars for a delivery fee, which they say doesn't go to the driver. Then they want me to leave a minium tip of 15 percent on the app. 16 dollars is a stiff fee to pay for delivery and tip. Thanks Papa. I will look elsewhere. Update: Now the owner attempts to save face by attempting to discredit my review by nickle and diming me. 3 dollars to upgrade to a large. You should be thankful and not critical. Seven dollars for a "delivery fee? Where is that delivery fee going? That makes a difference in people not ordering from you. Premium toppings? I ordered from the app. Are you kidding? If you want more specifics, I had requested well done. It most assuredly was not well done. I do have pictures of course. I have over 70 dollars in Papa Dough currently saved. So I know what well done means. Also every review I post is true and correct. Unlike your feeble retaliatory comments. I will place an order this week for some pizzas and I will give to the homeless. Heaven knows they can't afford to eat at your "Premium location" You have lost a long time customer. Not only with your petty and partly true comments, but indefensible comments about premium toppings. Lies. I have never seen any mention of "premium" on the app....

I am writing to formally lodge a complaint regarding a recent order I placed at your Orillia location on the weekend of August 23, 2025. The total cost of the order was $160, which included two XL pizzas, one large pizza, and three orders of wings. Unfortunately, the quality of the food was completely unacceptable: Pizzas: The crusts were incredibly dry, to the point where they were difficult to consume. Despite the size of the order, only five slices were eaten across all three pizzas. Wings: The wings were undercooked and drenched in an unpleasant, gelatinous sauce. The wings were so poorly prepared that all but two were discarded. We were located in "cottage country" at the time, an hour away from the store, and without cell service, so we had no opportunity to return the food. Upon returning home, I reached out to the store via the complaint process. The manager contacted me within 24 hours offering a "50% off" discount on a future order. However, I declined this offer as we will not be returning to your establishment. Based on this experience, I have lost confidence in the quality and standards of this location. I have enjoyed many Papa John's pizzas in the past, but I have never encountered an issue like this, and it’s clear that something is not up to standard at this specific location. I trust you will take this feedback seriously and look into the cooking and quality control practices at your Orillia store. Buyer beware, as this was a highly...