Papa Johns Pizza — Restaurant in Lakewood

My fiancé and I ordered an XL Pizza, 16 count Buffalo wings, an 8 count garlic Parmesan wings, and a 2 Liter Pepsi Zero Sugar. We placed this order through the Papa John’s website directly. It’s a Saturday night so we knew it was going to be busy, so we did not mind waiting for our pizza. We noticed that our ETA was never really provided, and after about an hour and 15 minutes or so, our order arrived. We noticed it wasn’t a Papa John’s employee like it has been before, but we thought nothing of it. When we did finally sit down to start eating, we were SO disappointed and disheartened. Not only was our pizza cold, which him and I did not mind since we like cold pizza, but they got our 8 count wing wrong and the buffalo wings were plain with just a BIT of buffalo sauce thrown at the bottom. You can definitely tell it was done with no quality checking (in the image I picked apart a wing prior to taking the picture). Our soda was also missing. Granted yes we could have said something about it with the driver still present but 1) we were hungry and had guests over and 2) it wouldn’t have made a difference (which I will explain in a second). I called the store directly and was greeted by someone who was friendly but not empathetic of our situation… if that makes sense. I was placed on hold after I told her my situation, and she said they could give me a store “guarantee,” I believe, so when I come in next time I could get those items for free. I didn’t want it for next time… I wanted it now… obviously. With the soda, she placed me on hold and talked to a manager about it, and she came back saying that since they only have one driver, they put our order through Door Dash. I am not sure if the legalities of moving our order to a third party but whatever. I get it. Understaffed. But she also said they didn’t sell that kind at the store (so then why advertise it on your website for that location?) So they called the driver, I believe, and she told me that the driver can’t come back for the soda since they are not paid for that trip. I was SO frustrated and tried my best to not raise my voice because it was not her fault but it was just so aggravating because this has never happened before. I then told the lady that I would like to have my items today and would like the Buffalo wings remade, please. She said they would have to charge me for the buffalo wings, which is fine, but she can give me the other wings and drinks for free. But my fiancé had to go pick the items up. It defeats the ENTIRE purpose of paying extra for a delivery fee since we had guests over and my fiancé and I tip our drivers well. I was so disheartened that I had to post about my experience. My fiancé and I understand more than ANYONE on what it is like being understaffed, but this was just a very annoying experience. Some of you all may pass this off as first world problems, which I also understand, but it was still an experience that could have been avoided.

Thank you all for reading this far if you did. I guess this is my sign to stop eating unhealthy, haha. I won’t be...

My little brother went to pick up the pizza and a middle aged lady was so rude to him. I watched from the car as she didn't let him in spoke rudely to him and kept eyeing him as he was walking back to the car with the pizza. Pizza was decent i guess but im scared she might have spit on the food. She was also so rude on the phone and acted like us just trying to get our pizza was bothering her. You're at work do you expect people not to eat pizza? And I know my little brother isn't rude because he's so forgiving he didnt want me to write this review because he didnt want to get her in trouble

0/10 customer service I dont know how that lady...

I specifically paid for my tip to the driver during ordering to avoid this. I asked the employee over the phone to please have the driver place the pizzas on the table I keep on my porch. I have chairs and all sorts of surfaces for her to place everything I ordered on. She rang the doorbell several times and proceeded to hand my son every item. I asked her to please leave everything on the table and she did not listen. I will not order from this location again. As it is, I don’t order food or dine out much because of this pandemic. Very irresponsible of this...