Papa Johns Pizza — Restaurant in Lexington

I placed an online order to be delivered at my place of employment. After an hour went by, I decided to track the order and saw it had been cancelled. I called immediately to speak with a manager, and was rudely demanded to hold. I sat on hold for 7 minutes and 30 seconds, and decided to hang up and call again. As soon as they picked up, they magically were available to take my order. I asked to talk to a manager right away. The manager told me they didn't have the correct number to reach me, so they cancelled my order. I asked what went wrong and they said they couldn't figure out which building the food was to be delivered to. I understand the mix up, however I don't understand why I didn't receive an apology. My card had been charged $30, and now I have to wait 5 days for it to be put back in my account. I asked if I could just place the same order now that I was on the pjone, he told me no that I would have to do it online, and would be charged again. Zero apologies, no anything to try and keep my business. I'm in customer service and I'm literally baffled by the whole ordeal. Good thing there are a ton of pizza places...

We eat here somewhat regularly as it's the only pizza my son likes. The food is consistent and good. I'm usually not there long enough to really have service concerns as I always place my orders online. The only possible complaint I have is that they make the food too fast. I know that sounds ridiculous, and I certainly prefer it that way rather than the other. What I've learned is that I have to put my pick up time as 15 minutes after when I actually want to pick it up or else it will be ready too early. I live out in the country so they don't deliver, and it takes about a half hour to get back home. I want it as hot as possible when I pick it up. But I have an insulated box I repurposed so I don't have issues getting it home hot as long as it's hot when I put it in the box. In the past they have forgotten extra sauces, but not recently. Still we love this place and the food is always good...

Got a NY Style pizza with beef and extra cheese. I showed the pizza to the guy at the counter and asked if it looked like extra cheese to him. I could tell it didn’t have extra cheese, and by his reaction, he knew it didn’t have extra cheese either.

His justification for the poor cheese coverage was they use the same amount of cheese on the NY style as their large which makes no sense given the NY style costs more and is 2 inches bigger. And even if that was the case, I paid for extra cheese, so at a minimum, I’d expect full coverage even it was just a thin layer. To his credit, he did offer to remake it, but unfortunately that wasn’t an option since we were picking up, live twenty minutes away, and had a hungry little person in the back seat. I would just advise anyone to double check your stuff before you leave if you’re...