Papa Johns Pizza — Restaurant in Mason

On 12/26/20 we placed an online order of $100 for the Tylersville road Papa John's Store #1281 . After waiting an hour and a half we called the store to figure out where our pizza was and they told us it was already delivered. So we double checked the address and it was supposedly delivered to 9147 instead of 8147. Mind you there is no 9147 on our street or in our neighborhood... So after confirming the address and the phone number we waited another hour and a half and called the store again and we're told the driver said they went to the door and nobody answered and nobody would pick up the phone. I am pretty sure people who have been waiting for pizza for 3 hours are going to keep an eye out for a delivery guy and an eye out on their phones! After explaining to the manager this was a small family get together for Christmas I was told that they were really busy but we could come pick up the order. I asked them if their corporate office would find that to be a good customer service solution. The lady manager basically said whatever and told me I can come pick it up and hung up on me. So I called the corporate office and explained to them in detail what had happened and was told I would be getting a phone call back in 24 to 48 hours. At this point 5 days later the money is still not been returned to our credit card and maybe $100 is not important to Papa John's but is definitely important to me! So I called corporate again today to figure out what was going on and I was told the money was returned on their end 24 hours later. Which is awesome to know the manager went ahead and charged me for that pizza that day supposedly delivered to a house that doesn't exist and supposedly tried to deliver to a house that had hungry people waiting for 3 hours but chose to not answer the door to take their food they had already paid for... I was told by the corporate customer service that since the money was returned they cannot guarantee somebody who will call me back. It's awesome to know Papa John care so much about his customers that after ruining our family Christmas they don't even care enough to not offer a $50 gift card not offer a $20 gift card not even offer a $5 gift card. But also not even offer a simple sorry or an apology. I guess us customers placing $100 orders and less are not important enough to Papa John... Great customer service...

The employees were two young teenage girls, one of them was the manger who is very rude and other who just stood there.I ordered 5 items and they burnt one of them. I asked can you remake this and they said no because “we are too busy”. I added well I don’t want it anymore can u please give me my money back. The manger was not able to comprehend my request. At first she gave rude remarks when I told her giving money back is necessary when you don’t receive the item saying at first it didn’t match their system. She later gave me my money back but I did request her name since she didn’t wear her supposed badge for a later complaint I would make about their negligence. Her coworker afterwards mentioned I can’t talk to them because they are underaged when I simply complained about them being dismissive about needing a refund. The staff of under trained teen employees continued to say that they would call the police because I complained to them about burning my 5th item saying it was rude .This store hires un trained , neglectful , and lazy employees who don’t understand customer service and policies for customer satisfaction. DONT WASTE YOUR MONEY UNLESS YOU WANT TO BE THREATENED BY THE COPS THEY NEVER CALL WHEN THEY ARE LAZY AND DONT...

Perhaps limited to this one night I was there, but it was super disorganized. The time estimate given when ordering wasn't even close. I arrived 5 after the pizza was expected to be ready and it seems like it wasn't even started. Main woman at desk (manager?) said she'd gotten so busy she didn't have time to adjust the backlog estimate, which to me just rings ineptitude because that's why stores get overwhelmingly busy when customers don't have accurate info). They had a bunch of boxes they were trying to find the labels for. The staff were nice enough, it just wasn't being effectively run and I ended having to wait like 20 minutes in the store even though I'd specifically times my arrival so I wouldn't have to wait at all.

The pizza itself was Ok. Standard Papa Johns pizza. The pizza certainly didn't stand out enough to justify ordering from the company again when just as tasty options exist from their nearby peer competitors from stores that don't waste my time and are more effectively run ( Domino's and Marco's come...