Papa Johns Pizza — Restaurant in Bedford

If I could give this store a -1 Star for customer service, I would. I had the misfortune of placing an order on Valentine's Day for 2 pizzas: 1 Gluten Free for my daughter, who is extremely allergic to wheat flour, and an ex large pepperoni and mushroom for my husband. When I called to place the order, the first question I asked is if they had Gluten Free Pizza. I was told yes, so I said I would like to have a Gluten Free pepperoni pizza, then proceeded to order the 2nd pizza. When I arrived to pick up my order, I gave my name, told the young man at the register that I was there to pick up a gluten free pizza and an extra large pepperoni and mushroom pizza. He went over to the small pizza box of my order, looked inside and told me they had made a regular pepperoni pizza. I said that wasn't what I ordered; that I had ordered a gluten free pizza. He went over to another young man about 6 feet or so away and whispered something to him. Then he came back to me and said it would take an hour to make another pizza because they were busy with other customers. I said, yes, I was a customer and I thought they should fix the gluten free pizza now because they had messed up the order. He went back to the other young man and whispered to him again. He came back and said I either had to take the pizza or they were going to ask me to leave. I never cussed at him but my displeasure was obvious. They acted like it was my fault they made the wrong pizza. I asked to speak to the manager and was told her card is in front of the cash register. I also asked for the name of the Shift Manager; come to find out the Shift Manager was the young man the cashier had been whispering to, even though we were within earshot of what had happened. I told him to give me the other pizza. He told me he would have to charge me for it. I told him I didn't want the little pizza because there was nothing I could do with it. My daughter couldn't eat it. They never offered to take anything off the price of the one pizza they got correct. They never apologized for their error, always asserting it was my error. Does it make sense to anyone that I would order a pizza for a child that can't eat it without getting deathly sick? Would they rather I had taken the pizza, then let her get violently ill? Finally the "Shift Manager" came over and asked what the problem is. Interesting. He'd already overheard my entire conversation with the cashier and had been consulted about it twice by the cashier. But to play along, I told him AGAIN what the problem was and he said there was nothing he could do. I told him I thought he had the worst customer service I had ever seen. He was still jawing something at me as I left. Beware pizza lovers! This restaurant obviously hasn't seen any of the Dominos ads where when THEY make a mistake, they fix it. Clearly PaPa Johns stellar employees don't make mistakes... or if they do, they don't admit to them. Hope Shift Manager Harry Bobbitt doesn't intend to make a career in the customer service industry. He's going to be unemployed...

EDIT: I was contacted by the manager. She offered for me to come back to the location to receive the correct pizza. I’m not normally out that way so she went above and beyond and made arrangements with a store closer to home for me to go in and get the correct pizza. My original review was only two stars, I am adding an extra two stars now that the issue has been addressed and resolved. Added 2 stars for the delivery time and the awesome delivery guy. But the pizza itself wasn’t good because they left off ingredients. Customer service was bad too because when I called to let them know the issue their version to make it better was to send out a cup with the left out ingredients to put on top of a pizza that would be cold by then. And they tried arguing with me that the pizza wouldn’t be cold by then. (Their store was close to my delivery location, but I was outside, it was windy, and I could feel the pizza already getting cold. Why would they argue about that?) Great and timely delivery guy. Poor everything else. Won’t order from here again, should have given another option to fix...

Got there to pick up my pizza and they handed me a pizza off the counter. When I got home the kids told me it was cold and I called to question about it and they told me I would have to call back to speak with the owner (Tuesday) and they could do nothing about it unless I brought back 90% the cold pizza. I had two hungry kids when I got home, so I heated it up.

Update to store response: I placed my order at 6:42 and it told me 40 minutes. I arrived to pick it up at 7:25 and I live 10 minutes from the store. When I called I was told I had to bring 90% of the pizza back for it to be remade....obviously the kids were eating it because they were hungry. I did not hang up on anyone, I told them I did not have 90% of it to bring back (I did have half of it left). I was not offered any other compensation. Not the customer service you should provide. We will definitely take our...