Papa Johns Pizza — Restaurant in Houston

Tl;dr: I was made to wait outside in the cold for over 15 minutes, before someone eventually let me in, only to wait 20+ more minutes before getting my lukewarm food. The staff was kind, but clearly overworked.

I stopped by here on Friday night on a whim, and it was a truly terrible experience. It’s very clear that this location is dangerously understaffed, and unfortunately that means everyone who orders here suffers. I was in the area, and stopped by to get some cheesy breadsticks, thinking it would only take 10 minutes or so. Initially I planned on walking in and ordering in person, but despite the fact that I could see staff inside, the door would not open. I stood there for several minutes and even called the store, but no one answered, or took any steps to unlock the door. Additionally there was no signage to indicate that they weren’t taking in store orders.

Since it seemed like ordering in store was impossible, I ordered online and selected in store pickup, and was told my order would be ready in 15 minutes. After the 15 minutes had passed I walked back to the door to see if I could get in to pick up my order. This time around I stood at the door for at least 15 minutes, knocked on the door, and called to try to get the attention of the one person that was working in store. Unfortunately that one person was doing all the cooking, and was unable to answer the phone, or even look up to notice I was at the door waiting. Eventually he noticed and unlocked the door for me. At that point he confirmed that I was doing an in store pickup, and then just went back to cooking without saying anything else for another 15 minutes.

Eventually I did receive my food, though it took over an hour despite the fact that I was told it would only be 15 minutes when I ordered. And to make matters worse, my food was not even hot when I got it, which means I was made to sit and wait for it, a while after it was finished, despite the fact that I was in the store. Despite my frustration with this whole experience, I do not blame the staff. It is clear that they were trying their best, but just having one person to handle all the cooking, answering the phone, and handling front register duties is just not enough. Had I known my experience would be like this, I never would have ordered, and I am hesitant to order...

The location on West Fuqua messed up my order twice and I was getting tired of it, so I decided to try this location out. Let me remind you that this was my FIRST time ordering from this location. So my mom ordered pizza over the phone for me at this location. She went to go pick up the pizza (I wasn't there when she picked it up because I had to take care of my daughter) and she asked the manager if he put extra cheese. He said yes but my mom knew he didn't so being the nice person she is, she trusted them when they said they put extra cheese and brought the pizza home. When I opened the box I knew right away that there was no extra cheese (trust me, I can tell the difference, and I'll post pictures too). I called them and told them that they messed up my order so the person who answered the phone gave it to the manager. Jaime (the manager) was very rude when I spoke to him. I told him about my order and he rudely snapped back and said "But your mom said the pizza was okay, so you're saying it's okay but it's not okay?" What kind of a question is that? There was no sympathy or profession in his voice. And then he rudely asked "Okay so what do you want me to do?" I asked for a refund and he said "Well I can't give you that but I can give you credit for a free pizza" and abruptly hung up afterwards. The fact that he didn't even bother to offer an option of how he could help solve my problem upset me and deservedly gets one star. So close to two stars, but if I hadn't asked for the refund, I wouldn't have been offered credit for...

We had the worse experience at this Papa Johns. I placed and order online at 5:45 pm with a delivery expectation of 9:32 pm. I decided to call and change to pick up and the person who answered the phone ( a very obnoxious young man) advised me to leave me number and a manager would call me. Gave my number and went back online and changed to pick up. Called their customer service line to verify how long it would take for pick up and they transferred me back to the store. A woman answered she was friendly and confirmed it was switched to pick up and would be ready in 25 minutes. My son got there 20 minutes later and they didn’t have our order ready. He waited another 15 minutes and still no pizza. They stop helping him and he sat there for another 10 minutes when I called to see what the issues were. The gentleman asked for my number again and I told him I didn’t want a manager but to know where was our order. He said what did I expect him to do and I said tell me my status. An hour and a half later we get a cold pizzas they were sitting there the entire time. SMH this is the first and last time we go to this establishment, we are new to the area and thought all Pappa John employees had the same service, I miss my location in the heights. The owner should come order a pizza under another name so he/she can see how their employees speak to customers. If possible I would have given zero stars but not an option. Paid $47 for horrible pizzas that I...