Papa Johns Pizza — Restaurant in Toronto

2 stars only because of my customer service experience yesterday and recent experiences with promotional emails missing the promo code. A regular customer until now. Normally the pizza is always great and service friendly. Ordering online via mobile app is easy and hassle free, until you want to modify or cancel your order (as I discovered yesterday). Ordered online yesterday (Feb 14th) as usual (mobile app at 6:30 am for a 6:00 pm carry out). Received confirmation via email as usual. At 11:30 am, still well before my designated carry out time, I needed to cancel. I followed directions on the email confirmation as well as the automated call answer at the store’s number when I called store (twice) to cancel my order. Both times my call was taken by a very rude staff member (manager?) who first could not get my name or order right because he would not listen to me. Then, when I attempted to explain (both times) that I had an email confirmation of my order and would like to cancel it, he talked over me with a raised voice saying my order was not on their “screen”, the store doesn’t cancel orders, and to call head office. He then disconnected the call (both times). A few hours later (2:00 pm - still well before carry out time), I went to the store in person. A guy was seated at a desk behind the cash. When I identified myself to him, he stared at me, then called another staff member at the back of the store to the counter and disappeared. I explained to her that I wanted to cancel my order. She didn’t seem to know what to do (nor understand me when I told her my name) and looked around for help. When I showed her my email confirmation, the guy suddenly reappeared and both appeared to try to locate my order on the screen at cash. They said it wasn’t there so I said that if it did show up, I would like them to cancel it, please. I then left the store. A few minutes after I left, I received a phone call from the store…same guy confirming my name and phone number (three times), saying my order had (magically) appeared in their system. I asked him again to cancel the order (three times). When he said my VISA card would not be charged, I reminded him that I had selected to pay cash on the app. Shouldn’t be so difficult to modify or cancel an order and a regular customer does not deserve this kind of treatment! Very disappointing and Papa John’s just lost...

I ordered pizza from this location for years. I called to make a complaint about the delivery last month and the woman who answered the phone yelled at me. I made a complaint online and haven't heard back. The pizza delivery person called me from outside of my apartment building and told me I had to come down and get the pizza. You will pay for delivery but you will have to go get the pizza yourself. The delivery person kept texting me after she left, repeatedly, calling me a liar and blaming me for inconvenience (because she brought her toddler with her). Pizza is usually a little undercooked. I had been just putting it in my oven after it arrived to cook it a little bit more. I won't trouble myself by ordering from this place again. EDIT: Months later someone called me back to offer me half off my next order. I declined, there are other better places around that I may never have tried had this...

First, do not order Bacon, it is Bacon bits. But please read this. I ordered my pizza with pepperoni, green pepper and mushrooms. I picked-up the pizza and when I arrived home, there was no mushroom. So I contacted them to say that there was no mushroom. The girl (the Manager that night, Kaya) called me back and say that on their video, their cook included mushroom in my pizza. So I told that I would come back to show them the pizza has clearly no mushroom. When I arrived there and showed them the pizza, Kaya told me that mushroom can "shrink to the point of disappearing." This is REAL JOKE! Attached is the photo. I will escalate this to the owner of the franchise and will ask for the head office to call me back when I will fill the online feedback. I will keep you updated on how they...