Papa Johns Pizza — Restaurant in Lexington

The food here has been going downhill for awhile. & apparently management doesn't care about customers ever coming back. The last pizza I ordered was burnt so bad that the cheese was brown & the crust was more like a cracker than bread. I don't usually complain about service. But this time I called & asked them to replace my pizza with one cooked correctly OR to refund my money, whichever they preferred to do. The employee said he had to ask his manager if he was freaking allowed to correct their screw-up. He puts me on hold & puts the manager on the line. The manager says ok, she'll send me a non-burnt pizza asap. Ok. So we're sitting here waiting for our new pizza to be delivered by now an hour after supper time & starving. So we go ahead & pick off some of the burnt cheese & eat a couple slices of cracker-crust pizza to tide us over. When the delivery guy got here he took the pizza & told me that he had to ask his manager if he could replace the pizza since more than one slice had been eaten. Fine. I waited there with the door open & cold rain blowing in while he went back to his truck & talked to his manager for 10 minutes. Finally he traded me pizzas, but told me that next time we can't eat any of the pizza even if it's obviously burnt or they won't replace it. Next time I might just make a home-made pizza. That would have been...

If I choose to order from here again it will definitely be thru doordash, at least they care about satisfying a customer. Normally order from here at least 3 or 4 times a month but the last 2 times have been beyond subpar. The first of the 2 I was offered no reconciliation, at ALL! The second time I could barley hear the young lady on the phone due to the children (employees I assume) in the background acting completely donkey, then the manager only options to fix it was to remake it or credit 1 papadia. I ordered 2 and a pizza, the manager wanted me to give back the entire order I waited 40 min for back to get another. I ordered for my kids and friends, obviously after waiting that long the kids are going to eat what was edible and threw the rest away. I've never dug in trash and ain't about to start to just so they could turn around and try and sell it. I mean really wanted me to fish it out and hand it back. Nasty and unsanitary....

I have had to stop using this location. The pizzas are often undercooked and doughy even if I choose the "well done" option and the quality of the ingredients seems to have gone down. They have also started to outsource their deliveries to untrackable and unaccountable Door Dash drivers because the owner of this location doesn't want to hire enough local drivers for a dedicated delivery team. Often the order arrives much later than promised and it is cold because the driver doesn't know the area and is trying to deliver too many orders for too many franchises at once. There is no telling what the delivery contractor has done to it since it is not handled with the same care as it would have been by a Papa Johns employee who is accountable to a supervisor. Not only will I no longer be using this location, but I probably won't be using the franchise as a whole again for that matter. There is zero regard for quality...