Papa Johns Pizza — Restaurant in Laurel

My wife ordered one pizza with a side on 08/08/2020 at 8:37pm (order 788489513). Wife received "delivered" notification at 9:37pm and I go downstairs to meet delivery. No delivery came. We call this establishment against at 9:44pm who apologized and said call back in twenty minutes. We give this establishment the benefit of the doubt (its saturday night after all) so we wait until 10:34pm just in case. An employee, again, apologizes and asks us to call back if the pizza isn't delivered in a short time. At this point we're upset. It's been two hours since the order has been placed yet this establishment has no idea where said pizza is.

We understand that these things happen. It's a pizza joint on a saturday night and delays are expected. We are reasonable. That said, about two minutes after we hang up from our last call, this Papa John's calls us back to again inform us that the status of our order is unknown. The employee at this point offers us two options (1) refund or (2) have a fresh pizza made.

We opt for option 2, considering we're pretty hungry by this point and I decide I will physically drive to the location to cut out the middle man. At approximately 10:43pm I arrive at the establishment and, after over two hours of waiting, we finally get our pizza.

To reiterate, this kind of thing happens. Orders get messed up everyday and we understand that BUT if you, as a local food delivery establishment, mess up an order that badly how do you respond? Offer the meal for free? A discount? A future voucher? A call from the supervisor with a sincere apology?

How about you get offered a refund and no food or have THEM get a free redo but this this time it's a carry out instead of delivery?

Final note: the receipt that I received from my "carry out order" lists an order placement time at 10:33pm. Maybe just an administrative error as well but that certainly characterizes our entire experience with this Papa John's tonight.

Last time we're...

I wish I could give zero stars for my interaction , literally the worst customer service experience I’ve had in my life with anyone and I’ve been in customer service for ten years . I ordered a pizza online thinking I would have an easy night with my family , I get alerted my order was ready so I get to the shop and my husband goes in to pick up the food and the manager is asking him for the last name on the order once he tells her she started fumbling around in the kitchen checking , I see this from the car and go inside and she comes back and says can you show me your order so I pull it up and she goes back to the kitchen so I’m like what is going on she’s like I think one of the drivers took it very rude and disrespectful no I’m sorry or anything she then says I can have it made in five minutes well you missed the point it should be here and instead of rumbling through the kitchen once you noticed it wasn’t there the appropriate response would’ve been “I’m sorry let me take care of that for you “ she said my money will be refunded in three days no receipt or anything until I asked for one . This is why I eat and cook at home . There is no humility in customer service anymore . The night time manager is definitely to young to be a manager and immature . People patronizing the restaurant pay your bills how dare you treat me like nothing . I’ll never go to another papa John’s EVER . Worst experience ever . I’ll keep my hard earned money in my wallet not at nasty disrespectful unworthy business . Zero...

This location was once great but now it's absolutely infuriating. For the last year or so it is hit or miss whether you will get your food at all and if so, in less than 1.5 to 2 (or more) hours. Tonight was the last straw. I placed an online order and after 30 min the pizza tracker said it was being boxed. And it stayed that way for the next hour. Did they chop a tree down, grind it into pulp, form a box, hand paint it with their logo, and only then consider putting my long since cooked and now cold pizza in it? After 1.5 hours I tried calling them, a frustrating habit i have developed since this happens so often with them. But now, you can't even do that. The phone rings to a call center far, far away, who looks at the pizza tracker and cheerfully tells you that your pizza is being boxed 😡. I asked for the local store number and they gave me the same number that just rerouted to the call center. In frustration, I drove there. AT 2 HOURS IN, THEY HADN'T EVEN STARTED MY PIZZA. They like to tell you how they are locally owned, but they are no longer a local store. The drivers are outsourced to delivery services and are sometimes kinda rude, and you can't reach them locally to deal with customer service issues. So here I am writing this review because I just need to vent that once again, my family waited hours for dinner that never came. I'm done...