Papa Johns Pizza — Restaurant in East Naples

On Friday, July 22nd I placed an order at store #3543 (1249 Airport-Pulling Rd S, Naples, FL 34104). The wait time was unusually long, but that isn't the issue. My younger sister and I went inside to pick up our order. We waited nearly an hour. Again not the issue, but goes to show just how much we witnessed based on the amount of time we were inside the establishment.

The "man" who later identified himself to another customer as the manager, earlier called himself "Trevor" during a phone call. During our wait what we witnessed was absolutely horrendous, to say the least. Trevor, ridiculed, patronized, degraded, belittled, and cussed at the ONLY employee (Lucy) that came to work that day (another was late and didn't bother to call/we overheard the phone call, twice). All of his remarks and insults were overheard by myself, my sister, and several other customers coming in to pick up orders. Trevor viciously turned away a customer who was picking up a couple of orders. His tone and demeanor towards nearly everyone who came into the store was disgusting. I myself am not a person of color and felt that he was being rude and nasty to everyone that was. The only customers he was remotely pleasant with was myself and another lady who was there before I arrived who was also not a person of color. Everyone else who walked in was of color, including Lucy. To both of us, he apologized several times for the wait and begin to blame Lucy for my order taking so long when he handed it to me. Unable to bite my tongue any longer I stated to Trevor that I was not the one he should apologize to, but in fact, he should be apologizing to Lucy, to whom he was beyond disrespectful to in front of so many customers myself included. Trevor then informed me that "this is how he runs things, and you don't have to come back." Absolutely appalling!!!

When I returned to work I checked the reviews for this location. Only to confirm my suspicions that Trevor more than likely is a racist and most certainly a cruel individual. I can not fathom how this location is still in business with dozens upon dozens of reviews stating identical situations over a period of YEARS. There is no excuse for these types of behaviors, and anyone who displays such disgraceful behavior should be terminated...

Last night we ordered a large meatball Pizza.About 9:15 pm.I picked it up.All 4 complained and hated the pizza ! The meatballs were unbearably spicy hot and overpowered the pizza. None of us could enjoy the pizza .we discarded the pizza .We wasted our money & tip. Upon leaving ,I stopped back into the store to voice my frustration with the pizza & the waste of money .I calmly explained the situation & was verbally attacked by both men .told me “ I don’t believe you ,anyone can lie to look for a refund”,”He couldn't refund me “ Both were nasty and unprofessionally laughing at me !I told them how do you talk and act to a customer? they continued being nasty !! They said “ they tasted the meatballs and never spicy “ “we were crazy and lying “ They said “they were both managers “Then I asked who the owner was “ I can’t disclose who the owner is “ I said I was calling corporate they said “didn’t care cause it was Franchise” It got even nastier they told me to “leave the store “ “To look in mirror how trashy I was”David was one name It just was a horrendous, appalling, unprofessional, & nasty experience !For the pizza ,embarrassment & rude treatment ,I should be reimbursed accordingly plus more & disciplinary action should be taken against those 2 for the obnoxious experience To represent the Papa...

I'd like give one star for service but the term "hated" is pretty intense. I order frequently for our dealership and under the last few months have noticed a change in management. (P.S. bring her back!) Our totals have fluctuated from killer deals to extremely overpriced (which doesn't make sense to me, plus we are frequent buyers). Twice we have had "miscommunications" where I've gone to pick up the pizza and the delivery man came to the dealership instead. Maybe it's loud in there or something but it's getting old to have to play cat and mouse to capture the absurdly-priced order... We'll stick with Jets.

Edit: 07/2014 After reaching out to their corporate, the manager called me and helped to fixed the situation. Our company has decided to utilize this location again after their efforts to correct the problems. I've changed the rating from 2...