Papa Johns Pizza — Restaurant in Charlotte

I have never been more disappointed in customer service. My husband placed an order online at 4:30 this afternoon for a 6:45 delivery to our friends house. At 7:15 I called because our order was still not delivered. I spoke to a manager named Jason who claimed he had less than half of his drivers and was severely behind and that order just came out of the oven and we were next for delivery. I proceeded to ask if that meant it was on it's way immediately as it was already late. He said yes and offered to comp us a repeat order. We waited another hour and called again to find out why it hadn't arrived yet. At that point we were informed our order had been cancelled instead of just comped. How that even happens is beyond me. The level of incompetence is beyond comprehension. My husband then told them we would be picking up the order ourselves. Mind you this TWO hours past our scheduled order. I have the email to prove it was placed. Lastly we showed up to get the order and it was just then in a delivery bag and ready to be taken out even though we were told and hr before it was on it's way. To top it off when we called the 2nd time we were informed they were making us a fresh pizza. When it got home the pizza was cold and the tag on the box says 6:45. Which was when it was expected!! Jason the manager lied to us more than once. I will be calling corporate. I dont just care about a free meal. This is about being lied to more than once, receiving cold food and horrible service. Those so called lack of drivers was actually 9 staff members shooting the breeze when we arrived....

Just ordered a pizza in the app and was given a delivery time of 30-40 minutes later. No problem, it's prime time on a Sunday. So I watch the app to be ready for the delivery person. It was still "preparing" almost 30 minutes AFTER it was intended to be delivered. Once it was out for delivery, the app was then telling me was going to be 40 minutes before I would get it. Assuming it was a glitch in the app, I call to ask for an update. The girl that I spoke to confirmed that it was going to be a significant amount of time before I would receive my order. She stated they didn't have enough drivers. Look, I manage a team and understand things come up and prevent you from performing in a timely manner. But communicate that to your customers! Send an email. Call. Send a notification via app. Something. When I suggested that to her, she told me that I was being unreasonable and they couldn't call to let people know. No apology. No compensation for my time. Nothing.

I would've been better off to just pick it up myself. In the end I got my pizza an hour after the delivery time frame originally given to me. Fortunately, the delivery gentleman was very apologetic and incredibly polite. More than what can be said for his peer. We always have problems with Papa John's and had actually stopped ordering for many years. We had hoped that service had improved after moving to a new city but I'm...

First, if I could give this a ZERO we would!! Where do we begin with this horrible, disappointing service from this location. We placed an order which was indicated it would take 35-45 mins, we tracked this order and after 1.5 hour later I called and explained that the tracker indicated the driver was still 26 mins away. I was informed to called back in 7-10 mins as he should had already arrived. I explained according to the Papa John's tracker the driver was on the other side of town and it would take 30+ mins to get here and advised the staff member the pizza would be cold!! She informed me "oh no it shouldn't be cold"... I'll be within 3 mins the driver showed up and the boxes and all it's contents were ICE COLD!! Not to mention, we paid a ridiculous amount of money for pizza, bread sticks and extra pizza sauce and there was NOT ONE pizza sauce cup in the boxes when clearly it indicates that specifically on the side of the boxes with cold pizza. I attempted to call 5 times to speak with someone and got hung up on every single time (as they have caller id so they knew I was calling). Hence, before any other customers have to endure such terrible experience we will save you the order and headache - DON'T ORDER FROM THIS PLACE!! COLD PIZZA, HORRIBLE DELIVERY SERVICE, OVERPRICED AND INCAPABLE OF FULFILLING...