Papa Johns Pizza — Restaurant in Lakeway

I ordered through The Papa John's app for delivery. Apparently, they use DoorDash for delivery. An hour after I ordered, DoorDash called me and said they don't have my address and they had to cancel my order. This was strange to me because my address is saved in the app. I called the store and spoke to Freddie and he said he can have another order out in less than 10 minutes. 45 minutes later, DoorDash calls me again and said they don't have my address and need to cancel the order again. By this time it is 8:50pm (almost 2 1/2 hours after I placed the initial order) on a school night and my kids had not eaten dinner. I called back to the store and spoke to Freddie and told him I needed a refund. For the next week, I kept calling and leaving a message for the GM because I still had not received my refund. I submitted feedback to corporate through the Papa John's website and they did respond quickly, however, they could not issue a refund and kept reaching out to the GM with no response as well. I ended up having to go into the store to receive my refund. I was promised that my next order would be completely taken care of due to all of the hassle. However, when I tried to place an order a few days later, they said all they could do was give me a free large, one topping pizza. I'm disappointed in you, Papa John's! I will never be ordering...

Unsanitary handling and wrong order. Staff member prepped my pizza bare-handed, on the phone, with no handwashing before or after taking out trash; then boxed it and added sauces the same way. The health and inspection department need to visit this disgusting place!! I placed an online order and waited in my car outside the shop. The storefront is all glass, so I could see the prep station (though not the oven). The only employee on duty was on his phone the entire time. He took trash to the dumpster, came back, and immediately began preparing my pizza without washing his hands or putting on gloves and still on the phone. He handled ingredients with bare hands, touched multiple surfaces including his face and nose, placed the pizza in the oven, then boxed it and added sauces, all without handwashing. When I went in to pick up, I also discovered it was the wrong order (I requested a veggie and he gave me plain cheese). Given the hygiene concerns and the incorrect order, I left without taking the pizza to save myself Giardia & food poisoning. I hope management addresses food-safety training and...

I’ve given Papa John’s Lakeway more chances than I should have, and after my most recent delivery, I’ll never order from this location again. About 90% of the time, my pickup or delivery orders are wrong — and this last time was the final straw.

Not only was half my delivery order incorrect, but after being on hold for 16 minutes to speak with someone about a re-delivery, the second attempt STILL came missing items — the same items that were wrong the first time. I had to call a second time, waited another 12 minutes, and was told by the manager (who said he was two weeks into the job) that he would adjust the charge and call me back to confirm. Guess what? No callback, no adjustment.

I called back a third time, waited on hold for 14 minutes, and was finally told they couldn’t credit me back. Unbelievable. I’ll be filing a dispute with my credit card company.

I used to think the Jester and Anderson Mill locations were disorganized, but they’re nothing compared to the mess at Lakeway. Avoid this location at all costs — poor service, constant mistakes, and zero...