Papa's Subs & Pizza Holly Springs — Restaurant in Holly Springs

This is the first time in years that I've been so baffled by the lack of basic customer service skills, that I felt compelled to write a review to warn others. I'll try to be objective:

6:27pm • Placed order, paid with credit card • Expected wait for delivery: 45 minutes to 1 hour.

7:44pm • No food has been delivered. • Called to ask where food is - response: driver is on the way

8:16pm • No food has been delivered. • Called to cancel. Put on hold. Waited 5 minutes, then hung up.

8:22pm • No food has been delivered. • Called to cancel - response: but the driver just left 10 minutes ago.

9:00pm • Driver arrives with lukewarm food • Driver had no idea that I had already called to cancel

Since it takes 10 minutes to get to my house from the restaurant [if you take the long way], it's clear that our food was never on the way at 7:44pm when I called the first time. I completely understand that the pizza business is booming with orders on a Friday night - people are tired after a long week and don't want to cook. Had my food arrived before 8, I wouldn't have been thrilled, but I wouldn't be annoyed or even close to angry. Since it didn't arrive when I was told it would, and I don't like being deceived - I'm annoyed and angry!

Customer service is about understanding what the customer needs / wants from you, knowing what you can handle as a business, communication, integrity, and setting expectations.

KNOWING WHAT YOU CAN HANDLE... If you have more orders coming in than you can service, you should politely apologize and stop accepting new orders. Honesty is appreciated.

SETTING EXPECTATIONS... When the order reached the hour mark without even leaving the building, I should have received a call from Papa's Subs & Pizza saying that they are sorry, but due to the high volume of orders, they are running behind and I could expect to wait another # of minutes before my food arrives. Don't inconvenience customers further by forcing them to call you to find out what's going on. Get in front of the problem.

COMMUNICATION... When you have a customer that you've already serviced poorly, or not at all - do not put them on hold for 5 minutes. Apologize, and find out what you can do to make it right. When an order is cancelled, call your driver - they should not find this out from the customer.

If my expectations had been set, I might've had a snack and been fine to wait for my real dinner. I might be a little disappointed, but my appreciation for honesty [even when the news isn't great], would keep me from writing a negative review. Instead, I refuse to give this business any of my hard-earned money, and will encourage others to avoid an experience like this. Hopefully, not all of my time will be wasted tonight, and someone from Papa's Subs & Pizza will learn at least one thing about...

I'm staying at a hotel and decided to order pizza from a local restaurant that I never tried. It seemed like the good reviews and pictures made the decisions for me easy. Anyways, I ordered a pepperoni pizza, salad and tiramisu. The delivery was by slice, they were a few mins behind on delivery but nothing crazy. However, the food was just not what ppl were describing in the reviews. 😭 The pizza was not hot. . ..had a weird taste to it, the bottom of the crust had this weird grayish/blackish residue of something from like a pan or whatever. I didn't like. I ate maybe two slices cause I was so hungry and I needed to eat something but basically tossed the rest in the trash cause I just couldn't continue. Man when I say I was disappointed...that's an understatement. The tiramisu isn't your "authentic tiramisu". There's no coffee, no alcohol, no lady fingers, not sure it even had moscopon......just cake with cream, and powdered coco. I didn't like the taste of that either and tossed that in the trash. Man never again. I'm all about supporting local business but this just wasn't a good experience for me. Probably won't try again. Oh well. Oh and if your wondering about the salad. It's the fridge, for leftovers for tomorrow. I figured the salad would be the safe, can't messed up on a salad right??...

This place was much better with previous management. I don't know how one place can consistently screw up your order. I have even been so frustrated with getting whatever teenager answers the phone to even understand my address. I literally had to tell him four times what my address was and then they called me back to ask again. I have also been charged in the past for someone else's order which I had to get my credit card company involed in. If I order a pizza the order is fine. If I order any kind of sub they seem confused by my order and I have to repeat the order several times only to have the wrong item delivered. This happens consistently. I have stated in the past that I would not order from them again but I keep giving them another chance. Because when they get the order right they do have good food. And I enjoy it .But once again tonight they screwed it up again. Never again will I order from this place. I hope the rest of you have better luck then I have in getting the correct order. We ordered a hot ham and cheese sub with only American cheese. We received one with the wrong cheese and everything on it. They brought another to us but the service here is so bad it's too late to...