Papa Johns Pizza — Restaurant in Fayetteville

I ordered my food and received the email that my order was confirmed at 8:12pm. I put in special instructions, which were not followed. A delivery driver came to my house without my order and asked if the order he had or which of the two was mine. After he excused himself and sat in his car to figure out what happened,20 mins later he let me know the labels were crossed and the other driver had my food and delivered it to someone else, but was on his way to switch the orders ( like a swap out). I called the store and the person whom answered did an issue with my issue and did told me to wait a second. I did not know the manager was coming to pick up the phone. The manager listened to what the issue was but did not hear me because he repeated back to me what I said to him about the mix up on the switch and did not acknowledge my question until I had to repeat it. My question was what do I do if my meal was cold because I didn’t want a cold meal. He suggested that if it was cold that I could call back for them to remake my meal (not stating on the house or discounted for the wait time I had to wait to get my meal or the mix up). Then told me to have a nice night after I already was not, when the 1st driver arrived 45 mins after the order of my meal. The second driver got there an hour after my meal was ordered, stated the incorrect name in question of my meal, looked for my name on the box and then held onto my meal until I gave him money. I asked to check to see if it was hot due the other driver had already been here and it was going on to an hour. He stated to me " I got the meal and came straight here, so I am on time ma'am, its not late", as if the other driver had not already spoken to me about talking to the other driver about the mix up of the labels and he was coming from the wrong address to give me my correct meal. At no time was there an apology for him, no matter what the issue was at the time of his arrival. He stated and repeated the price as if I didn’t know nor hear him the first time but the second time was in the indication that I did not hand him a 20 for a meal less than 19. Almost as if he was hinting to give him a tip or worst, he did not pay attention to what I gave him. That which was shown to him before I put it out for him to grab. He literally stood there for a few seconds before asking me, after he received the money and the meal was in my arm, “is it hot enough?” With a lazy speech of not wanting to say it, "oh you can call them (as if he is not APART of the company) and talk to them about it." When I stated “that would be an inconvenience for you to go and come back to bring me my discounted amount instead of "them" telling you before you got here”, he, "hmmed" while shrugging his shoulders and said "have a nice night." Like that saying would actually make it true and help me ignore how admissible they were to making it convenient for me after the inconvenience of the mix up and time waited for my meal. Apologizing for my inconvenience of their mistake or at least verbally offering something for the inconvenience, (I still HAD TO PAY FULL PRICE FOR, I had to), I would have been appreciated that. The driver not making it seem like there was not a problem just because he stated there was not, nor repeating the price as if he should have gotten any more of a tip than the change for how HE (the driver) handled the issue. CUSTOMER SERVICE IS NOT CUSTOMER IS ALWAYS RIGHT, IT IS THE CUSTOMER COMES FIRST. Especially, in lieu of a company fault not of my (customer) control and treated me if the I switched the labels and caused the drivers not to check the food in each box of all their deliveries before delivering. Like servers as a restaurant making sure they have the right meals for the...

ordered pizza online. went to drive thru to pick up. i arrived at 4:44pm, and it took 6 minutes for someone to acknowledge me sitting at the window. i recorded the entire 6 minutes, showing people pass back and forth, noticing that there's a car at the window and in some cases looking directly at me. an employee finally came to the window at 4:50pm and stated that the monitor didn't indicate there was a car waiting. the monitor may not have worked, but i'm sure the "eyes" that saw me sitting worked just fine. needless to say, i've order papa john's for the very last time.

1/10/21 - since my last post, i've tried papa john's again, although i said i wouldn't. service has been good mostly. unfortunately, i had an almost identical experience today. arrived to pick-up pizza at 1:45pm, 'cause the app indicated it was ready for pick-up. by 1:50pm no one had acknowledged me sitting at the pick-up window. i decided to just let 'em keep their pizza, so i left. i noticed later (about 7pm) that they'd charged my account for the pizza, although it still showed ready for pickup on the app. i called asking for a credit to my account and after talking with someone and holding for more than 10 minutes, i decided to hang up. i'll try again tomorrow. i'm really done now. can't do this...

Ordered from there and when we checked the app, there didn't seem to be any progress, so we called after an hour thinking something was wrong. We were told by a very frustrated woman that they were 75 orders behind and that they were moving as fast as they could. That's fine and I get it. An hour later, we called back and we were told that our pizza was just put in the oven and it would be about 8 minutes. Another hour passes, no pizza, and were at 3 hours after having ordered. At this point, my family and I are about to go to sleep, so we just want a refund. We call one more time to ask to cancel the order and they say that the pizza is done and they're just waiting for the delivery driver. I express that i'm going to sleep and would rather just have the refund at this point. Instead of just giving it to me, they decided to kind of fight me at this point. First they say that they can't do a refund, which I knew wasn't true, then they try to offer me a voucher instead, which I'm not interested in. I think it's reasonable to want a refund after your pizza has taken over 3 hours to reach you, so they had no business fighting me on this. I wasn't that upset unitil that point. They eventually processed my refund, but not without me having to hold my ground...