Papa Johns Pizza — Restaurant in Georgia

I am writing to express my deep concern and disappointment with the service and conduct I witnessed at one of your locations on Friday, July 18th, 2025, around 11:10 PM in Lawrenceville, GA. While this is not my local Papa John’s, I stopped here on the way home from a track meet with my two sons. It was late, and I wanted to make sure my children ate before restaurants in our area closed.

Upon entering, an Uber Eats driver ahead of me was informed that her order had been mistakenly given to someone else. The staff admitted that they had not followed their own order confirmation protocol, which was posted on a sign by the register. When the driver requested that the order be remade or addressed, the staff refused—citing policy and telling her to take it up with Uber. She explained that this wasn’t an issue between her and Uber, but between Papa John’s and the customer she was delivering for.

She then calmly asked, “Do you care about your customers?”—and to my absolute shock, all four employees present (two Black women, an Asian male, and a White male) loudly and unapologetically responded, “No, we do not care about our customers.” This was repeated multiple times in front of myself and at least three other customers. One employee—the older Black woman with shorter hair—even walked out the front door during the chaos and, as she passed by me and another man, repeated, “No, we do not care about our customers.”

I was stunned. These employees were not just rude—they were openly hostile, sarcastic, and unprofessional. Their behavior was unprovoked and deeply inappropriate. The Uber driver remained calm, standing off to the side while they proceeded to call the police on her, despite her remaining respectful throughout the exchange. This incident created a hostile and uncomfortable environment for everyone in the store, including me—a mother with two children waiting in the car.

Despite everything, I still attempted to place an order. A younger, heavier-set Black female employee with untamed hair asked if I was picking up. I responded, “No, I’d like to order a cheese pizza.” She then turned to the other female employee and exclaimed, “Ughhh, she wants a pizzzaaaaaa,” while dramatically flailing her arms. Another worker chimed in dismissively, “We’re not doing that.” She then turned back to me, halfway, and bluntly said, “We not doing it.”

At that point, it was 11:24 PM. The store’s hours were clearly posted as open until 1:00 AM. If there’s a policy that in-store orders stop at 10 PM, that’s fine—but that was never communicated. A simple explanation would have sufficed. Instead, I was met with sarcasm, eye-rolling, mockery, and blatant disrespect.

This wasn’t an isolated bad attitude—this was a coordinated display of unprofessionalism and apathy from every single employee on duty. Their conduct was so poor, I truly believe they are unfit to represent your brand or serve the public in any capacity. I wouldn’t trust them to run a lemonade stand, let alone prepare food for paying customers.

To make matters worse, this location had a health inspection score of 88 B, which suggests operational issues far beyond just customer service.

I respectfully request that the following actions be taken: This incident be investigated immediately and store video footage reviewed.

The staff on duty be held accountable for their behavior, with appropriate disciplinary measures taken.

All employees at this location receive urgent customer service retraining.

Customers present during the incident be offered a formal apology and follow-up.

Your brand ambassador, Shaquille O’Neal, has publicly represented Papa John’s as a company rooted in community and integrity. What I witnessed was the complete opposite of that mission. I strongly urge your regional director, corporate leadership, and Mr. O’Neal’s team to be made aware of this incident.

Please contact me regarding this complaint and let me know what actions...

My rating is based on their delivery drivers! They need to give them a course on proper customer service! Or hire better ones!!! I ordered a pizza and specifically chose the CONTACTLESS delivery option. Paid for my order in advance with my CC. Had I wanted to make contact with the driver I would’ve chosen to pay with cash, which I also had handy on me. When the driver arrived to my gated complex, I buzzed him in. Mind you, I’m keeping track of my order through the app because I was stuck in my bathroom at the time with an emergency. I think I hear what appears to be knocks at my door, but again I’m stuck in my bathroom. Since I chose CONTACTLESS, and my order was already paid for I figured the driver would just leave it at my door like it had been done in the past. Well guess what! I figured wrong! Once I came out of the bathroom and opened my door, there was no order. My order on the tracking app suddenly went from being on the way, to cancelled. So I called the store to see what happened to my order. The manager answers the phone, i tell him my situation, he ask for my address, and instead of him handling the problem, he put the delivery on the phone. I know his name started with a “J”. Jordan, Jordache somebody. It was a “J”!!! Once on the phone he told me that they can’t leave the pizza at the doors because someone will take it. Okaayyyyy, so what’s the point of CONTACTLESS delivery? I could’ve just chosen to pay in cash instead! SMH! Also, this isn’t my first time ordering with them and I always choose that option, so that was a LIE! I live in a gated community, with no crime. Who exactly was going to take my pizza? My neighbor?!!!! So now it’s a back and forth match on why he left with my pizza instead of leaving it at my door. Ended up not coming to a solution with the delivery driver, and asked to speak back with the manager!!! After retelling the manager my story and already being hungry for over an hour, he lets me know he’s gonna send someone back out but it’s gonna take another 45-55 minutes!! Where’s the customer satisfaction? Where’s the courtesy for my inconvenience? I will never order from them again! This is just poor poor service...

I wouldnt even put one star.. i just had the WORST experience ever.. so i was trying to put my order in online and choose delivery. Well somehow it will only let me choose carryout not delivery (it was in light green). So i called the papa johns store and asked if they are only doing carryouts. The girl i spoke to (1st girl) said to proceed with the order as carryout and call back to change it to delivery so i said ok. So i process my order as carryout and called back again to change it like she told me to. A 2nd girl answered (which you can just tell she has an attitude problem) so i explained to her the issue and how the other girl told me to just call back to switch it to delivery. Well she said that information was somewhat right but that they are not able to change it to delivery. I told her that the previous girl told me to do it that way so they can change it. Then she got an attitude and put me on a LONG HOLD time.. then a male answered said he tried to change it but couldnt. So i let him know the 1st girl needs to get her info straight and not provide wrong info to people and for the 2nd girl to fix her attitude. So i end up driving to the store to pick up my pizza. As i get there a girl said i had to pay so i said “” umm i paid online” then she said “ well it shows me you have to pay”. At this time i was FRUSTRATED bc my are hungry and i was on the phone with them for awhile. So i showed her my order number information and payment information and she STILL SAID “ i need to talk to my manager” 😡.. while im waiting i see an african american girl just on her cell phone and the phone ringing .. (figured thats the attitude immature girl that answered the 2nd time).. finally they brought my pizza with NO RECEIPT!! I will be sending an email about this to te corporate office. They need to train people with better information and customer service. They also need to fire that RUDE GIRL that gives out attitudes over the phone and doesnt even...