Papa Johns Pizza — Restaurant in Fairfield

If I could give zero stars I would.

Placed order online and it was nearly an hour later than promised. When it did arrive it was delivered by doordash who didn't follow instructions and made us meet her out by the street. A 2 liter and a couple sauces were missing from the order. When I tried to call the number provided on the tracking page, thinking she just forgot to hand it to us, she picked up and hung up. I went back and started to pass out pizza to the family and it was cold. Nothing was more than luke warm in temp. I called up to the store to see what they could do and spoke to a shift lead/manager named Austin. I told him about everything that was missing and that everything was cold and how it had been late. He asked for my delivery address and I gave it to him. While he was pulling up my order I made a comment about not knowing they now used doordash for delivery and explained I hadn't had a good experience. His response to me was that it is their policy now and I should feel free to order from somewhere else from now on. WOW. I'm sure it was obvious I was irritated in my voice but I never raised my voice or spoke out of turn. Not once in the entire interaction was I even offered an apology. I asked for his name at that point and he provided. I told him that I would be contacting someone and his rude tone continued as he rushed me off the phone. I told him I felt he was being sh*tty and he said "No I'm not, goodbye ma'am" in the same condescending tone. Yes, I could have and should have chosen a different word but he was not empathetic in the least, never apologized for so many inconveniences, and was quite rude from the moment he got on the phone. I will take your advice Austin, we won't order from Papa Johns ever again. You have lost a long time customer over this one. It absolutely floors me that companies choose to promote people to be the face of their brand with zero customer service skills. I didn't need a free meal. Just a hot one and...

Order was placed online through the website. Only after the order was confirmed and our card was charged were we given an estimated delivery time of two and a half hours later. This was way too late, so we just need to cancel, right? No problem, we'll just go online and cancel our--oh, nope, can't cancel the order online. Oops. Whatever, we'll call the store. Accept no one answered the phone and every menu option to speak to a person gave a pre-recorded message that no one was available and to call back later, and then automatically hung up. So we contacted the website support and they told us, indeed, the only way to cancel was to call the store and talk to someone. And yet no one answered the phone over the hour that we tried to call, even after we found the apparently secret and unlisted menu option of 1 which instead of promptly hanging up on us, at least seemed to place us on some sort of hold. But the hold just looped forever. It's such unacceptable and customer unfriendly design that the only way to cancel an order is to talk to a person when no one will pick up the phone, forcing US to physically drive to the store to cancel it. It's like trying to cancel a mega-gym membership. The manager at the store refused to provide contact information for anyone above him other than telling us to contact corporate who had already told us to just call the store. Zero accountability. He did note that the franchise owner doesn't even live in the state, in case anyone mistakenly thought they might be supporting a locally owned business. It's no surprise then, that the franchise owner can't watch over and ensure the smooth operation of...

UPDATE 10/2021😞😞😞😞😞😞😞😞😞😞😞

I am sorry to say but I am pretty sure this franchise (Serazen, aka BLD Brands, aka PJ Foods Ohio LLC) is in MY OPINION, the absolute worst franchise I have ever worked for in my 20+ years working at various locations in Ohio and Colorado. In Sept. the GM who hired me had enough and ended her employment there. I stayed as well as another mgmt team member. To be honest.....we held that store together!! There was absolutely no support from upper mgmt( District Manager, Director of Operations, ect.), Again MY OPINION!! From what I witnessed with my own eyes happen is by far the most unprofessional way of treating management team members, as well as all our team members we had. So the blonde manager who you all saw, more than once working endless hours so that our customers could feed their families. Is no longer employed by this company. I apologize to all of the customers and the team members. We were a family there, and we did try. I promise wholeheartedly. I know our service and quality wasn't always perfect. I was working to build up each and ever team member there so that service and quality was at the Papa John's level. After being let go I only hope that everyone understands that when we were there. We did our very best!!!! If your a Fairfield resident and you frequent local grocery outlets in the area. You will see me, I am...