Papa Johns Pizza — Restaurant in Holly Hill

…I’d give more stars but the way the past few experiences have gone…I’m done with this location….I have now taken my money to the Granada location where those workers were amazing. I REALLY don’t want to sit here taking time out of my night to write this book- but I just think it’s only fair considering I am a manger in the service field and have to answer for my actions. Admittedly, I have been lazy this week with cooking..so I opted to get Papa John’s. First night, we got a Shaqaroni and a Cool Ranch papadia. . My husband ended up eating the papadia because they put onions minced all in it even though I asked for none. I didn’t call and complain cause whatever… ya know?

My husband really liked the papadia so he asked the next night to get some more… so we did. We ordered 3. All three got to us incorrect…wrong toppings inside and they didn’t put the seasoning on it…but they definitely charge $2 extra for the upgraded one vs the plain. So I called and asked for them to remake because that was $8 worth of freaking dust on bread. O.o Ellie was pleasant and nice and admitted that she boxed them and did not do it correctly.. so they offered to put a “redeemable gift” on my profile to have it remade another time because to be honest I didn’t want to wait again same night. I just made something and went on with my night.

The next day, I called to “redeem” the papadia and the male manager told me “I just had 11 pizzas pop up on the screen and it will be a while and to call back” so I waited an hour and called back where he was very annoyed but put the order in. It got to me 45 mins later … All THREE were incorrect. They gave me totally different papadias then what was even ordered and AGAIN did not put any dust on the bread. So I called AGAIN and it was the assistant store manager who remembered my order the night before and she apologized and said they would remake it again… because she couldn’t refund me. They got to me and were good. However they took an HOUR to get it to me after the ASM said 20-30 mins. I get it- whatever.

My husband convinced me to get it tonight since I refused to cook 😭 worst decision. . And THIS is where I drew my line.

I put my order in online… 3 Doritos papadias…. The way they come with minor substitutions (steak, onion and tomato is the default) when they delivered it- they did NOT have the dust on ANY… and two were philly steak loaded with green peppers and onions…which is not ANY of what I ordered. I called the restaurant asking for a refund. I don’t want it remade anymore. The SAME assistant manager (short stature brown hair, white girl) answered and proceeded to ARGUE that she recognized my name and that SHE herself made my order and that she KNEW she did NOT put green peppers in ANY of them and that because SHE did them personally they were correct. In the middle of me explaining that they definitely had peppers and were incorrect she kept speaking over me telling me that she made them correct. I became very very upset and told her that I would just bring them up for her to see personally because she was calling me a liar. . Then I hung up. When I got to the store to show her the assistant manager didn’t open the box- she just told me that she “voided” the order already and that had I listened to her on the phone I would have known that! I was APPALLED. In front of about 5 customers.

I will be taking this to corporate and would like this to be escalated to the district manager as I do not appreciate being called a liar on the phone- being refused a refund- and the wasting my gas to prove I’m not crazy- only for the girl to be too embarrassed to own up to her mistake and voided the transaction.

Why was that not done to begin with before accusing me that I was incorrect?

Each time they resent their poor delivery guys to bring the food back- I TIPPED EACH ONE because it’s not their fault the cook messed up.

I would really like to hear back from someone and will call tomorrow if I haven’t in...

We live right around the corner and come here often. The food is always good but the service usually lacks, today though we had a $10 off $20 or more. We attempted to order online, our total was $25 and some change, the online app wasn’t accepting the code for some reason so I called it in. My order was taken and I was told to bring in the coupon. When I got there I was told my coupon was only valid online, even though it no where stated that on the coupon. I asked if I was able to get the discount still and was told the female manager said no, it’s online only. The employee came back up to tell me this as the manager was in a back office, I was quiet upset with this answer, as I ordered our dinner with the pretense of using the coupon. I asked if they would just honor a code and give me the $10 off as we come often, the employee went back to the office to ask, mean awhile another employee came to assist me, and referred to a $10 off code they could use but he needed to go clock in. I was given 1/2 off my order in the end but the customer service of the manager leaves much to be desired, honestly papa johns need to promote the friendly, customer driven man with the bottle cell phone case and fire the female manager...

This location nearly brought me to the point of never ordering from Papa John's again. Three out of four orders I received from this store had either stale/unsavory (not at all fresh) cheese and toppings or paper thin cracker crust you could actually see light through. I always order hand-tossed or pan style crust. I submitted two separate complaints via feedback. Following the first complaint the manager Lamar emailed me apologizing and giving the excuse of "training many new employees and being overwhelmed...." well that sure was reassuring! He agreed to remake the order at a later date, which I agreed to. The next order was better. Came back another time since ,although he gave a terrible excuse, the pizza was done right the second time. AGAIN my pizza was poor quality just as it was during my initial visit. I complained a second time. Lamar did not respond for nearly 2 weeks and only AFTER I had escalated the complaint to corporate. This time Lamar left a voicemail saying they would redo this pizza again. The next pizza was not even one iota better than the last one!! Thank goodness store #2115 on South Nova Road makes excellent pizza because I will never set foot in this...