Papa Johns Pizza — Restaurant in Cedar Park

Worst Customer Service Experience – Manager Victor is a Disaster

I ordered a large pizza from Papa John’s through their official website. The delivery driver (from DoorDash, which Papa John’s uses for deliveries) arrived, confirmed my name, but handed me the wrong order. She even said she told Papa John’s manager Victor my name — so the mistake clearly started at the store.

When I called the store, Victor immediately blamed the driver, claiming she asked for a different name. That’s not possible — each driver delivers a specific order, and she clearly had mine but was given the wrong food. This isn’t even the first time this location messed up my order; it happened about two months ago, but I let it slide then.

Instead of listening or offering a solution, Victor started making up stories — saying my driver was “still there but refusing to deliver.” Reality check: the driver had left 30 seconds earlier, and the store is 15 minutes away. When I asked how he was going to fix the situation, he took a deep breath and acted like it was my problem. Then, he raised his voice, lied again, and eventually hung up on me after telling me to “call DoorDash” — even though I placed the order directly on Papa John’s website.

I called back, but he refused to answer. Since I paid and had no food, I drove to the store. I recorded the interaction — I spoke calmly, asking why he was being so rude and where the customer service was. He just kept babbling excuses, refused a refund or replacement, and then shockingly called the police, claiming I was a problem when I simply wanted what I paid for. The cops showed up, and Victor actually asked them to ban me from the store.

I’ll be calling corporate first thing tomorrow. If this is how Papa John’s allows its managers to treat paying customers, then it’s no surprise this location is so poorly run. Avoid this place at all costs — especially while Victor...

We put in an online order at 6pm to be picked up at 10:30pm. At 10:05 pm we get a call saying that the gluten free pizza was out of stock. My daughter answered the call.

When she asked for a refund on the amount of the pizza, they claimed they couldn't do that. They wanted to give us the rest of the order, but not refund for the missing gluten free pizza.

She asked what our recourse was. I was thinking a voucher for a pizza at a later date, or a different pizza. Nope. They cancelled the whole order.

I called back and asked why and I was told, "I don't owe you any answers except to say that your order is cancelled." Those were the first words out of the manager's mouth.

The rest of the conversation she was rude, dismissive, and then told me a whole new story: that they were understaffed and closed.

They clearly didn't want to deal with making things right about the pizza we wanted, and just cancelled the order, and then tried to justify it.

She even said they couldn't do orders taken after 10pm. When I explained that we put the order in over four hours beforehand, she then backtracked and said that day crew dropped the ball.

It's New Year's Eve and we got 25 minutes notice that the order we'd made HOURS before was cancelled. Luckily, Dominoes came through and they were significantly cheaper (by over $20 worth) for the exact same pizzas.

Update 01/04/22: I've had to file a claim with my bank regarding this order. Papa John's claimed they cancelled the order, but has not refunded the amount nor revoked the payment...

normally they have it together but it took legit one hour & 30mins for my 10 inch cheese bread..went in and they gave me the excuse of being "short handed"..I'm sorry you have 5 people there right now..I work down the street...you wanna talk short handed? come see us down the street I have myself and 3 others running a store...most of the time we work alone..I have NEVER used that excuse on a customer and that's exactly what that is an excuse for your poor quality of work..I understand trust me but the way you handle it isn't to ignore your customers when they walk in your store..then tell one person your name for your order and make them wait an hour for their order and not one of the 4 people that finally said hello could even find my order. one girl just had the bright idea to actually walk over to the warmer and actually look for my name instead of yelling my name out hoping someone would hear you or saying I was door dash when I wasn't...the order wasnt up to par at all with the cheese halfway off the bread in the first place...HIGHLY DISAPPOINTED.. NOT AT ALL...