Papa Johns Pizza — Restaurant in Irving

Just had the absolutely worst customer service experience I have ever had with Papa John's, with Hannah being the primary suspect. We called at 7:06pm and started our order with the automated system. The order included 1 large cheese pizza and 1 half Canadian bacon/black olives pizza. After the automated system couldn't understand that we only wanted toppings on half of the pizza, we asked to speak with a representative at the local Papa John's. We were then transferred to someone that was obviously overseas at a call center doing the order taking. We asked twice "are you actually at the Papa John's off Story Road"? Alaina said yes, I am located at the Papa John's off of Story Road across from the CVS multiple times. She ensured us that she was actually working on-site at the store. She finished up our order and took the payment over the phone. After waiting over an hour without any delivery updates, our kids started asking us where the pizza was at. After being promised a delivery time of 30-45 minutes, we became very concerned. We called back and immediately we greeted by the delightful general manager "Hannah". She was very helpful at first promising to comp our meal after hearing our recent troubles with the outsourced call center, but then she said, "oh wait, let me transfer you over to the Macarthur location". A typical case of the manager not wanting to do her job. This made absolutely no sense whatsoever, because the Story location is 3.4 miles away from our location and the "Macarthur location" was 4.1 miles away. Confused, I asked her why she would transfer us instead of taking care of us as loyal customers? Her bright and thoughtful response was "oh, you're out of our delivery range". This made absolutely zero sense. How is the Story location out of delivery range if they are the closest location? She continued interrupting the conversation when I started talking and was very disrespectful throughout the entire process. What's worse, is that she is the boss and knows nothing about customer service or people's needs. I then asked for the director of operations contact information and she laughed and said he was on "vacation".... HAHA we have ALL heard that excuse before. She refused to understand any values of conflict resolution and has lost many additional lifelong customers due to her unsatisfactory behavior. Thanks for leaving children unhappy and hungry.

Is this really what Papa John's stands for and wants their company to be represented by? I am absolutely disgusted and will never order from this Franchise again....

TERRIBLE!! The manager or he called himself a manager “Leslie” ?? Hung up on me twice. We placed an order through the app and papa John’s uses DoorDash to deliver their stuff. Well, our order never showed up.. so we called up to the store and I was met with an apathetic “hello”. Explained what happened and before he could even ask WHO I WAS he said “I’ll call doordash” and hung up. Before that though he actually told ME to call DoorDash but I said “I didn’t order through DoorDash so how would I call them”. He said “I’m finna call them myself” and hung up. So I call back… I said “do I need to come up there?” He said if you come up there I will call the police. For what? Coming to the store to get my food? He then says that the driver stole the order. I made him void the order and give me my money back. TERRRIBLE experience which is really unfortunate because the pizza is great. I also asked to speak to a supervisor or at least SOME ONE else there and he refused. He claimed he was the only one up there and I said let me speak with a co worker literally anyone other than you and he CONVENIENTLY said “they are on break”. So papa John’s story road ? I don’t know WHAT is going on but you can best believe I will be calling Back up there during the DAY getting the REAL store manager and making sure that this particular employee is disciplined or hopefullyFIRED. I would be afraid to even order from there ever again because I am soooo sure they would probably tamper with the food or something. This whole experience actually upset me so much that I cried afterwards because me and my family had not eaten in quite a while and we waited SO LONG that our child fell asleep hungry. Just really hurts my heart that a business could be run this way. But then again the area it’s self is awful so what else can you expect. Glad to be moving OUT of Irving at this point because I can’t find not ONE decent human being who lives...

This location supposedly got a new "manager" a few months back. Jay Rodriguez. As there are no chairs and the waiting room is quite small and had about 5 of us waiting for food, unless I wanted to wait in my car, I could either look at the wall or look towards the kitchen. Most people think it's cool to watch people spinning pizza dough and putting toppings, and that kind of thing. Well Jay wasn't having any of that. He rudely barked at me in front of all the other customers to back up from the counter and "stop watching him make the pizzas". Not sure why he cares if somebody is standing "close" to the counter (on the customer side), but I guess he doesn't want people to watch him make pizzas since he touches his face, hat, and clothing while he's doing it. Must never have had any food handling training, because everyone knows that's not acceptable. I was taken back by the ridiculous rudeness of an employee shouting at me, embarrassing me in front of other customers, and since he didn't like my response, he refunded me and kicked me out of the store. I had to go to Little Caesars instead. I see from several of the other reviews here that he regularly disparages and attacks his customers for a variety of reasons. I reached out to corporate and got some half-hearted apology from somebody, and no follow up ever after that. I haven't...