Papa Murphy's | Take 'N' Bake Pizza — Restaurant in Chaska

Usually, I have excellent service at this Papa Murphy's, but the service I received last Saturday is definitely worth posting.

On Monday, January 5, I went to this Papa Murphy's to order a gluten-free pizza. I was told they had run out of g-free crust and wouldn't get any until Wednesday. BUT, the staff member said she would take down my name and telephone number and I could come in anytime after Wednesday, give my name and #, and they would give me a free pizza for the inconvenience. Wow--that is awesome guest service and what I've grown to expect from this establishment! Nice!

On Saturday, Jan 17, I called this store to order and pick up my free pizza. The guy who answered the phone sounded confused and explained to me that I need to go through corporate. He didn't even look in the notebook. Huh? I explained what I was told and again was told I need to go through corporate and they would send me a coupon. How would they do that without my address? It was weird and very confusing. He said he would put a manager on.

The manager comes on the phone, I explain what I was told and again was told I need to go through corporate, BUT he would set me up with a free pizza. They are definitely making me feel like I'm in the wrong, and haven't even looked in the notebook! I don't get it. At this point, I'm starting to feel like they think I'm trying to pull something over on them, like I'm lying and trying to get away with a free pizza. Not worth it, which is what I told the manager. He said ok, followed by dead air. I said my suggestion for the future was that they get their processes on the same page. He informed me that their processes are on the same page and work great! Well, if they work so great, I wouldn't be feeling confused and like I'm being accused of lying.

I understand they have certain processes in place, but there are 2 ways to say something. They could have said, "Y'know, there seems to be a mix up here, I apologize for the confusion, let me do some digging here and I'll get back to you." Or even just apologize. It's customer service basics because it's so easy! I've taught guest service classes for years, and when the customer feels like they are caught in the middle, your processes aren't working! And I'm going to share this story with anyone who will listen.

The sad part is, as much as I love the Papa Murphy's gluten-free pizza, I will definitely think twice before going there again. And there are other options around--Cuzzy's, Domino's, Roulette's--all serve delicious gluten-free pizza.

And I don't think either of them ever looked in the notebook to see if my name was really there.

Congratulations Chaska Papa Murphy's Pizza...you've...

I gave a 2 because the food is always good but their service at the Chaska location sucks. Go to the Shakopee or Eden Prairie locations instead. When I've gone to order in person on 2 separate occasions, the manager who was working the register was plain rude, seemed annoyed by my order and use of a coupon.

A few days ago I ordered online and meant to order for the Eden Prairie location but accidentally ordered to the Chaska location. I called them immediately to cancel the order but the kid who answered said he didn't know how to do that and to check the website. I checked the website and there was no way to cancel. I called again and the kid again said he didn't know how to cancel and there was nothing he could do and asked if I could come to pick it up at Chaska instead. I said I would check the website again. I found under contact us on the website that for changes or cancelations, call the store. I called a 3rd time and told him what I found. He told his manager finally, and then told me the manager would call me back since they were too busy. I get it, its a Sarurday night. He did call me back an hour later and told me they would refund. I don't see the refund yet to my account but I know it takes a few days. I am giving them a 2 because they suck at customer service and there is absolutely a way to cancel orders. Train your staff better maybe.

EDIT: I increased the score to a 3, because I entered a complaint to the website about not receiving a refund but they called me timely to apologize and issue the refund! I spoke to Scott who was awesome, not sure if he is from this store or from corporate, but I give...

2 stars is generous. I’ll give two because when they get it right it’s enjoyable, but if you have an order issue you’ll likely be out both the money paid, and the items missed. If you really want Papa Murphy’s, go to Waconia! Dominos, Sarpino’s, and Detellos are also fantastic options here in Chaska.

Last 2 months Chaska location got 6 reviews: 5x one/two star reviews, and 1x three/four/five. That’s a satisfaction rate of 17% in 60 days 🤣

This past visit was the last $50 our family will ever spend there.

To start, my daughter was sad because her Mini Murph pizza didn’t have the usual tattoo (nor cooking instructions). The real issue: On his way home, my husband picked up the order I submitted. Employee was annoyed when husband gave name for pick up. He was pointed and said “Online orders on the racks”. My husband took the items labeled with our name and order number. Order was on the upper rack. Icy roads from freezing rain, FYI. Once home realized we didn’t have the four salads, so called the store, told them what happened, and politely asked if we could get a refund so we could avoid the 20min icy drive back. The manager (Glen) shut us down on refund, said it was husbands fault, because they were (apparently) on a lower rack. Glen raised his voice, spoke over me, and then hung up. Called back, and he refused to talk to us. GM (Serena) was onsite, employee took my info, said she would call before leaving. Didn’t happen. Had to drive back to get our $24 worth of salads. Remember how the pizzas were on the upper rack? My husband found the salads on the LOWEST rack, in a BAG with NO label. Yeah. Totally...