Papa Johns Pizza — Restaurant in Columbus

[Text from the feedback that I ATTEMPTED to leave with Papa John's but couldn't because their website is just as much trash as their app]

This is the second time I've used the Papa John app to order from Papa John's recently and both orders have been wrong. The first time the Dooradash driver forgot to pick up my wings. When I called the store they said they had no drives and since I couldn't come to get the food that was supposed to be delivered they would just give me a free order of wings on my next order. I placed that next order today via the Papa John's app and attempted to call the restaurant to get the order of wings I paid for but never received last time. The store never answered and I had to listen to that horrible hold music for 10+min until I just gave up. When door dash delivered my order today it again had an error, I ordered epic stuff crust but did not receive epic stuff crust. And since I ordered through the app and not directly through door dash there is no way to get a refund for the difference. Door dash has a much better option to correct error with orders if they occur. I'm on hold AGAIN waiting for the store and as I type this I've been waiting for 10 min listening to this horrible hold music,again. This is horrible customer service and I will never order Papa John's through the app again, if I ever order from Papa John's at all. There is no accountability, no way to address concerns if there is an issue with my order.

Update: I ended up driving to the store and when I walk in, there is someone already waiting because their order was wrong.

While I'm standing at the counter, still on hold, I noticed that I can't hear a phone ringing. The first thing I mentioned to the store employee is that there might be something wrong with their phones and he tells me that I called the wrong location. I show him my phone (because I'm STILL ON HOLD) to show him the number is accurate he doesn't even acknowledge I called the right number.

I ask for a refund and he is told he can't do that, so I ask for the DM's contact info, and he doesn't have that. He tries to offer me free food but part of the reason I'm there is because they already owe me free food. I ask who I can speak with to get a refund and he tells me "call back in the morning". And I ask him 'how?' Since they DON'T ANSWER THEIR PHONE'.

Horrible experience. If you really want pizza hit up Pizzanos, better food and better service. If you really want Papa John's for whatever reason only order through Door dash, or Uber eats, or another delivery serive, that is who will end up delivering it anyways because the restaurant has no drivers. Papa John's app is horrible and the restaurant "can't" help you.

Between both phone calls spent over 45min on hold, and I only got to speak to someone because I...

Hello papa John's,

This complaint is concerning the general manager at the 3876 Morse Rd, Columbus, OH 43219 location...

First, I waited for over an hour for my pizza!. When it was delivered, the driver decided not to give it to me. Immediately, I called papa John's to place another order for pickup. I was told they could not place my order. I am very disappointed with the customer service I received and, more importantly, the people who work at this location.

Second, the delivery driver who delivered my pizza delivered it to the wrong building. I do not have a problem with a driver not being able to find my apartment - I do have a problem with him insisting his GPS is not wrong. In addition, it is not my fault your GPS took you to the wrong building (causing you to walk the entire third floor of an adjacent building) before deciding to call. Call first!

Third, If you are lost, it is not the customers fault. I asked the driver which building he was in and he was unable to explain his location. In addition, while talking to him, I was unable to get a word in edgewise. He would insist "I am where my GPS took me." I use to deliver pizza's too so I know how difficult it is to find an address. He should have known his location and the route he took to get there. I would have been able to explain to him where he went wrong.

Finally, Do not hang up on the customer. The driver hung up the phone while I was on my way down to the ground level to find him. In addition, after I went down to the street to meet him, he told me I would not get my pizza. This is fine if this is how you want to run a business then be aware I am not the only person complaining. When I see a Papa John's commercial, this incident will always come to mind. It is hard to believe I will be going back to Pizza Hut for my pizza needs.

Very disappointing to find the delivery driver is the general manager. I am willing to bet this is not the only complaint filed against him. Poor choice...

Whoever is working tonight needs customer service training.

I am out of town in a trip and placed an order for pickup; which I immediately realized was sent to the store back home when I saw the receipt. I immediately called the store to let them know to cancel it, but I was stuck on some hold clip running promotions between rings.

I called 5 times in 9 minutes and finally got through on the 6th try. I explained the situation to him and he insisted not only that we didn’t call at all, but we also selected cash as the payment method.

He hung up several times without offering any assistance and even blamed me for not canceling before the order was made, which was frustrating because we called back to back several times.

By the last call before I contacted corporate, he told me he doesn’t know how to cancel the order and reverse the charge, and he’s the only one there. I asked if there’s any manager that can contact us and help us and he told me he was the manager. I kinda laughed and asked “so you’re the manager and you don’t know how to reverse the charge?” And he said pretty much yup. I asked if I need to call corporate then and he said. “Do what you gotta do miss.” Then I asked for their number and he told me I can find it on Google then hung up again.

Corporate told me they’d call the store and have it straightened out for us.

This guy is ignoring customers, likely lying, and not being helpful on purpose. He’s intentionally being bad at his job. And you wonder why you’re a grown man workin at...