Papa Johns Pizza — Restaurant in Indianapolis

Unfortunately, as I have reviewed on surveys directly to the restaurant chain, the customer service AND quality of the pizzas and papadias have gone down considerably over the past 15 months. I still give it 2 stars for the quick turn around time from ordering in the app to picking it up as carryout, AND for the convenient drive-thru window, as well as for the taste which is always excellent.

However, as mentioned, I am increasingly not greeted properly upon drive-up - a third of the time I am simply greeted with a stare which doesn't waver until I mention my name for the order. And, more than half the time, I am not thanked at all! But, WORSE THAN THAT, is that the QUANTITY of toppings on pizzas and fillings within papadias has shrunk by a full half since 2020, while prices have slightly increased! Three times in the past 6 months I have received papadias which were 3/4 short on filling versus when papadias first came on the market! And more than half of my pizza orders are consistently lacking heavily on the toppings I order. And no matter how many toppings I order, the quantity of toppings overall remains the same, far lacking the quantity of toppings they used to provide. As an example, if I order sausage, I expect a certain amount of that topping to cover the pizza. Over the last 2 years, that quantity has shrunk. Then if I order ham, I expect the SAME amount to be added as the quantity of sausage given. But instead, what is happening is that the quantity of sausage is halved, as well as the quantity of ham, so that the overall quantity of toppings remains the same as if I had ordered one topping. Considering that we pay EXTRA for additional toppings, I consider this a scam practice, a rip-off, a theft of our money because they are not providing what they advertise - it is not ADDITIONAL toppings, it is the SAME quantity, but just split evenly among the various kinds of toppings ordered.

This is why I give Papa John's overall (because every one I've ordered from does the same thing as if it's company policy to scam their customers now) 2 stars, and am ordering pizza less and less.

However, because the TASTE of Papa John's pizza is so above par compared with Pizza Hut and Domino's (those other two chains consistently serve GREASY pizza), I have to turn to Papa John's when...

Placed an online order at 7:05pm Sunday evening, 9/4. Delivery time was quoted approx 29-40 minutes. Cool...after 30 minutes went by and my order wasn't in 'baking' status, I assumed they were slammed. That's fine, it happens and I've been in that situation many times in my past life as a PJ manager. What matters is expectations. If you tell me 29-40 mins and it ends up being 110 minutes? No good. Disappointing that the MIC didn't take the steps to update the online delivery status. Had I known the actual wait time, I would've saved my $27 and gone elsewhere ($4.99 delivery fee and $6 tip, yowza). Papa John's used to have a real time customer feedback program called Medallia, but it looks like they abandoned that, as well as the secret shopper program to ensure the stores were making products to spec. Can't find any links to provide feedback and I'm sure a phone call to the store would result in an outsourced call center and a waste of time.

My food arrived around 8:55, the driver was friendly, products were warm but not hot, extra sauces included, and everything was properly made. Papadia dough was proofed and nicely baked, having a slightly crispy exterior and spongy interior. Cheese sticks were 15% dried up around the edge and lacking exterior cheese coverage, but that's typical. No complaints on the product delivered, but the service left much to be desired....

I ordered a pepperoni pizza, honey chipotle wings and Chicken Parmesan Papa Bites. It took forever for me to receive my order, but I was a little forgiving since it was a Friday night. It was delivered by Door Dash, the order tracker kept showing that the driver was waiting for my order to be completed for delivery. That wait time seemed to take about 30 minutes or longer. When my order arrived, the pizza was cold and wasn't cut into squares, (party cut) as I requested. If the pizza was hot and fresh I could've disregarded that error. The wings made my son feel sick and that was the only thing that "seemed fresh". The chicken parmesan bites seemed as though they were made the previous morning and just warmed up enough to throw into my order. They were cold when they arrived also. This store knew that my order was trash because they sent me a surprise email, by "coincidence" stating that they realize my order didn't meet their standards and wanted to make it right. They sent me a link for 50% off my next order. The fact that they sent this to me KNOWING that this food was horrible says a lot. Nope, keep your link, I won't be ordering from 435 N Shadeland Ave again. As a matter of fact, I hadn't order pizza from Papa John in years, since 2012 and decided to give them another try. No more Papa...