Papa Johns Pizza — Restaurant in Jackson

Deserve a -10! On September 30, around 8pm, I ordered online from the local store in Jackson Michigan. At about 9:00, according to the tracker, the driver had arrived and then about 10 minutes later it was marked delivered only I never received my order. The driver wouldn't respond to my call/texts (doordash) I called the store and the person who answered the phone offered a refund, but I just wanted my food. He verified my information and said it would be about an hour. This time there was no tracker since it was a reorder. After about 75 minutes, I called the store again and asked for the manager. I spoke with George, he was incredibly rude. Kept yelling at me and telling me that they were very busy and couldn't help how long it had been (over 3 hours now) He never stopped to listen to me to see what the problem was. I asked him if I could speak with someone else, another manager. He said okay and left and then came back a few minutes later pretending to be someone else!! When I called him out on it he just blew it off and said there was no one there but him. He said to call back Monday and speak with the GM or corporate. And he hung up on me. I called Papa John's customer service number and the guy I talked to called the store directly because when he looked up my information in their system he couldn't find any active orders. He spoke with a manager and was told that two delivery attempts had been made and nothing more would be done. The customer service guy told me he was very sorry and he filed a complaint against the store and requested they refund my money. After he hung up, I called the store again and the guy who answered started yelling almost instantly that they had already attempted to deliver the order twice and would not be sending out another one. He identified himself as the GM. I told him that George had told me that the GM wasn't in, he said he was in his office doing paperwork. He basically called me a liar and a thief and hung up on me also. By now it was after 11, and everyone was closed except for pizza hut . So I ended up ordering another $50 of pizza from them. I never heard back from anyone. I contacted customer service 4 times since the 30th. I filed 4 online complaints. By the 12th, I still had not been contacted by anyone from Papa John's. I called customer service again and he escalated my file and told me I would be contacted within 48 hours. So today is the 18th and still no contact. I called customer service for the 5th time. He said that it had been marked resolved each time even though no one ever contacted me!!! So he called the local store this afternoon while I was on hold and he explained what happened. He said they tried to refund my money but since it has been almost 3 weeks there was no longer the option to refund it but the manager was going to put down a credit for me. They stop accepting carryout at 10 so I called there at 9:30pm and was put on hold for 25 minutes. The manager refused to let me get the carryout (I was just trying to avoid the delivery situation again). He said, without getting mad tell me what happened. I tried to explain but he just kept interrupting me and telling me to talk to him with respect or else he would cancel my order. He ended up hanging up on me also. I had no idea if the order was coming or not until an hour later when a actual Papa John's driver knocked. I will NEVER order from this place again. The managers hung up on me 3 times??? No one ever followed up from corporate or wherever the complaint was escalated to. No wonder the local store can treat customers however they wish since there is no one above them that makes them accountable. I just wanted the food I paid for and then my money. Whatever happened to the customer is always right??? Certainly not anymore! Stay away from...

If I could give my experience here a zero star, I would! Last night I called at 10:34pm and placed an order with the call center. They took my payment information and informed me my pizza would be delivered in 35 to 45 minutes. An hour later I called and they were closed by then. I checked my bank app and the pizza had been charged and then had a pending refund. My frustration is that I was told I had ordered a pizza and that it was on the way, and the pizza never arrived. For some reason my order had been canceled. I did not cancel it. When I called this morning the general manager at this location proceeded to raise their voice at me as I asked how to get this resolved and explained my frustration with having ordered a pizza, been told it would be delivered and never receiving it. As I spoke calmly and asked about if there was a manager at the call center I could talk to, or another way to get some satisfaction on this ridiculous situation, I said that I understand short-staffing, etc, and that it seems to be a call-center proble. The individual became more and more verbally upset with me, eventually hanging up on me.

I was already hesitant to order Papa John's as I do not care for their Pizza. I am glad to be able to share this information and hope it helps others to avoid ordering here or to use the online ordering system only, never calling it in. All I wanted was my stinking Pizza.

** follow up: the general manager at this location had told me that there was no manager of the call center. I just called the call center and have an appointment to speak with the call center...

In general papa johns pizza is the best and I love it I refuse to go to any other pizza place but now I have too try . Not because they messed up my pizza but because of how badly I was treated my the manager Patrick. I just wanted to figure out my stuff but got met with employees hitting their computers and making me feel uncomfortable to then just getting treated plain horrible by the manager. He wouldent stop printing receipts that and trying to show me I was wrong even though I just wanted to make a completely different order but he just kept printing the same receipt off as I kept just trying to cancel that order and make a new order. I will admit I went tic tok live for the whole thing and it escalated it but I only did that after the disrespect in the first place. I think the manager thought I was plain recording but it was on tic tok live the whole interaction after the employee started hitting the computer. All I wanted was to completely cancel my order and restart for my promo would work. It was embarrassing enough without them treating me so horribly. I’m on the spectrum and I am pregnant so I will say maybe I was just too confusing but I was scared to be in that papa johns and am really bummed out cause the next closest one...