Papa Johns Pizza — Restaurant in Concord

Hi, this evening I placed an order for cheese sticks. I placed the order on doordash, however when it arrived, it was overcooked, burnt and had very little cheese. As I knew this was a direct quality issue with the way in which it was prepared, and NOT a doordash problem, I got out of bed, got dressed and went directly to the store. I entered to find a young man working and I KINDLY explained the issue with the food and simply requested a new order be made as a replacement. I was immediately met with hostility and accusations which caught me completely off guard. I have NEVER , in my nearly 40 years of life, had a restaurant to tell me 'no' when there is a quality issue on its behalf. This young man literally told me to my face that he would not make another order. A few other customers entered the location during our exchange and even they agreed that the quality of my order was sub par. I did not ask for any extra items, I even offered to wait while he completed the other orders that were incoming, yet still, he told me no. I asked to speak with a manager and he said I have to come back tomorrow. I asked for his name and he said it was Sam, though he did not have on a name tag to verify that this was in fact his name. I find it very concerning that this kid had such poor customer service for a patron of this restaurant. A restaurant whose website specifically guarantees quality. I have ordered these very cheese sticks a multitude of times (on Doordash) and they are always hot, fresh and absolutely delicious. However tonight, the employee failed to produce a good quality product and had the audacity to blame it on the dasher. Unless the dasher was the one who cooked this terrible dish, then he is not responsible, thus my reasoning for going directly to the store myself. I am less than satisfied with the absolute atrocious experience I endured tonight. It's the simple principle of the matter, accompanied by the mere lack of professionalism and respect I encountered tonight that has led me to spending my evening writing this complaint rather than enjoying...

This is our second time having a bad experience ordering delivery from here. This time was so bad we had to write about it. It had been over 90 minutes since ordering online and the pizza had still not arrived. We called the store twice to ask for an ETA, and each time the owner/manager insisted the pizza should be nearly here (we literally live 1 mile from the store, what could be taking this long for one pizza?). First he said "if the pizza arrives cold, let me know and I'll comp your next order..." well, of course the pizza would be cold after 90 minutes. He finally agreed on that and agreed to comp the pizza, but that still wasn't going to solve the issue of having a cold pizza, and having to wait over 90 minutes for it (obviously, we were already hungry when we ordered it, and now, after 90 minutes?). After going back and forth with the owner/mgr, he decided (without asking us) to have the driver return to the store, and deliver a fresh pizza after they cook another. He called us to tell us they were doing so, and then said that we'd have to pay for the fresh pizza(!), which we contested to, of course. He finally agreed to have a fresh pizza made and delivered at no cost to us, which is only the correct thing to do. He also said our next order would be comped, but after this experience (and the previous, which I haven't described here), I don't think we'll order from them again. When all was done, our pizza finally arrived 2 hours and 2 minutes after placing the order - and to make it worse, it was under cooked - most likely hastily made, to make up for the wait. If you have to order from here, I'd call and speak to someone rather than ordering online, as that was the excuse...

They delivered pizza to me 3 to 4 times a week, and I gave the drivers very nice tips every time, one lady driver thanked me for paying one of her bills with the tips I gave. Today, when I tried to order I was told they don't deliver here anymore...and I believe it was because last time I ordered, I asked the guy to add the tip on my total when I ordered, he didn't...so when the driver arrived he wanted me to add a tip...and I told him no, I already asked them to add the tip to my total...I called them and told them I was not signing, to me that would be like double tipping, the guy agreed I told him to add the tip...but the action today without delivering showed their anger. I say thank you Papa John's...I went above and beyond with my orders of your pizzas, desserts and soda...and even further with the tips. Like I told them, I guess I'll try pizza hut...after speaking with Ali everything has been taking care of.💪Papa John's Pizza will always be number one for me. Loving those papadias. The pepperoni and meatballs...simply so damn good and the cinnamon pull apart, my favorite pizza is a medium chicken, pepperoni, tomatoes and spinach...put that in a papadias💪☝️👏 along with a 2 liter sierra mist...yes for me, 3 to 4 times a week. Ali, thank you for you and your staff for bringing heaven my...