Papa's Pizza 8 Mile Livonia/Farmington — Restaurant in Farmington Hills

I have been a customer for about two years ordering 10-15 times a year (small customer). The Pizza is decent and the prices are fair, but the customer service is really bad. I have had a few other issues before, but on my most recent, and last order this company lost me as a customer. We ordered delivery and when we opened the box my pizza was smashed to the top of the box, my cheese bread was crushed to the bottom of the box and the box my wings were in was crushed. This was extremely disappointing as this is the one night a week my wife and I order out or pick up and I had a house full of hungry kids. I decided to call thinking they would offer to deliver a new pizza and bread (wings were fine, just the box was beat up).

I called and spoke to the gentleman who had taken my order. He seemed concerned asking "what did my driver do", though he did not apologize, he did ask that I text him pictures of my food which I immediately did. After an hour passed with no response via text I sent a text asking if I would be receiving a refund and if not to please explain why? At this point we had eaten the wings thrown the majority of the pizza and bread away as it was inedible. I did not receive a response to my text so I decided I would call the next day. When I called I asked for a manager and the gentleman who I spoke to originally informed me the he was the manager. He then apologized for not returning my text saying it was busy. He then told me that he confronted his driver and that his driver was adamant that my wife (who answered the door) must have dropped the pizza and that it was not his fault. He worded it to me that he believed the customer dropped the pizza, basically stating that he thought I was lying and that he believed his employee. He then informed me that his driver quit and turned in his shirt so there was nothing he could do about a refund. Very politely I told him that I understand employees are hard to come by and that I felt bad that he lost a driver, but that because of his actions he has also lost a customer.

I was completely disappointed with this situation and it definitely goes down as one of the worst customer service interactions I have even been a part of. Hopefully lessons learned for the manager:

1.) Apologize for bad service and a bad experience always, even if you believe its not your fault show empathy for the situation and apologize that things did not go as planned. 2.) Use common sense, if a customer for 2 years (they have order history) says something bad happened with $15.00 worth of food, replace it. The $15.00 for cheese pizza and bread probably carries a company cost of $2-3 dollars and is not worth losing a customer over and all of the potential future business from that customer and others who hear about the interaction. 3.) Always follow up. Even if its busy, if you ask a customer to do something always close that loop. Even if you follow up with something a customer does not want to hear, at least you followed up. Doing nothing is the worst...

Love your pizza, and the staff is great, too (shoutout to John and his sweet, evening shift Front Counter Queen!). Everyone is very accommodating, helpful and friendly. I've been hooked for the past 5 months, and I should try other menu items (everything looks so good!), but what can i say? I'm a Pizza girl. Go and enjoy yourself!!

Update: By the way, folks, John, being the great guy that he is, came over to my job personally and brought over (more than!) enough barbeque wing dings, pizza, bread sticks and salad for our entire staff members of 12... all on the house. Why? So that we could try his different menu offerings to know how great they taste, and well... because that's just the type of guy Jon is. Now, if that isn't terrific customer service, well, then I don't know what terrific customer service is (and I do!). Oh, and everything Jon brought over for us to enjoy? Much as I anticipated and expected it would be, it was was delicious to the last bite! You've got to try this Papa's Pizza! High quality food at VERY reasonable prices, and when you do go, please make sure you say hi to Jon. On second thought... Jon will probably say hi to you first, knowing the kind of man he is! Just...

The (wide variety of) food is delicious and the service is even better! I highly recommend Papa's Pizza.

I placed a large pickup order but before I got there, my baby fell asleep in the car. I called and the owner happily brought the food to my car so I didn't have to drag the car seat out.

We ordered a thin crust pepperoni, mushroom, sausage, and onion pizza that was perfect. They use fresh mushrooms (only reason I ordered mushrooms). We also had the boneless wings, dry with sauce on the side. They were really juicy and their house made ranch is delicious. The rib tips were amazing and moist and saucy. The jumbo shrimp was so good we didn't even need to use cocktail sauce. The tossed salad was great, too. All the ingredients for our entire order seemed fresh.

It's nice to have more options than just pizza and chicken. I will definitely be ordering food from...