Papa Johns Pizza — Restaurant in Conway

I placed an online order at 3:00 PM on a Wednesday afternoon for two pizzas, wings, breadsticks, and a soda. By 3:25 PM, I was impressed to see that the order had already been delivered to my doorstep, exactly as requested. Unfortunately, that’s where the positive experience ended.

The food delivered was not what I ordered. I called the store immediately to report the issue. I was placed on hold twice and the call dropped. I called back and eventually spoke with a manager who acknowledged the mix-up and promised to send the correct order as soon as a driver was available.

However, it ended up taking another 1.5 hours to receive the correct order. That’s nearly two hours total from the time I originally ordered. In the meantime, I was left with food my family couldn’t eat, and no communication about delays or updates.

From what I can tell, Papa John’s is using a third-party delivery service like DoorDash, and it seems my reorder wasn’t prioritized until another local delivery came in, possibly so they could batch the trips. Since I had already tipped the first driver through the online system, there was likely no incentive for the second driver to rush or for the store to expedite the re-order.

While I appreciate eventually getting the correct items, the way this situation was handled was disappointing. There was no offer of a refund, discount, or even store credit for the mistake and long delay. The service recovery just didn’t match the inconvenience caused.

A simple gesture of goodwill from the manager, like a refund or credit, would have gone a long way. I hope Papa John’s takes a closer look at how they handle order issues and third-party delivery coordination...

The cashier here was very rude, I called in my order and went to pick it up the “call center” I got didn’t ask me for a name so I assumed I’d just go in to say what I ordered. I get there asked for my order and the cashier asks my name I told her I what ordered and informed her that the customer service rep I spoke with didn’t ask for my name, she checks ONE box and says she didn’t see an order for me, then she started to get hostile and rude with me.

On top of that I get home and the large cheese pizza I ordered with extra cheese was not an extra cheese pizza and was filled with dry air pocket sections which had no cheese on them, the pizza pretty much hurt my stomach it was so...

Ordered 5 pizzas plus wings and a few sodas around 1 pm to be delivered at 5 pm. 5 comes and goes and delivery guy shows up around 5:20 with only two pizzas and the wings and soda. When I told him I ordered 5 pizzas and asked if he had the rest in the car he got frustrated with me. Said he would be back. Called the store to make sure when he got there he got the correct pizzas I was missing. Got the other three pizzas 45 minutes later. None of them very warm. No offer by management to give even a partial refund. $115 bucks for cold pizza. Never again. I’ll order the pizza I actually enjoy instead of ordering from this place for...