Papa Johns Pizza — Restaurant in Milwaukee

I am writing as a long-time customer of the Papa John’s location on 16th and Wells to express serious concerns about the decline in service, professionalism, and cleanliness at this store in recent months. In particular, the manager named Cat has been consistently rude, unprofessional, and, in my experience, has demonstrated racially biased behavior that is completely unacceptable in any customer-facing role. Her tone, dismissiveness, and treatment of certain customers has been noticeably different and deeply concerning.

Every time I visit this location lately, I’m met with disorganization, apathy, and poor customer service. The staff appears to be severely undertrained and uninformed, often confused about simple orders or store procedures. Instead of focusing on customers, employees are frequently distracted, often on their phones, chatting amongst themselves, or simply not present at the counter. It feels like customer service is no longer a priority for this team.

The hygiene standards at this location have also fallen well below acceptable levels. I have seen staff handling food without gloves, ignoring basic cleanliness protocols, and leaving messes on prep counters or in view of customers. This not only creates a bad impression but raises concerns about food safety and public health. It is incredibly disappointing to see such disregard for proper sanitation at a food establishment.

What’s most frustrating is that this decline appears to stem from poor leadership and lack of accountability. The management team, especially Cat, does not set a professional tone or lead by example. Instead of addressing issues, they often contribute to the chaos by engaging in the same distracted and disrespectful behavior. There seems to be no structure, no training, and no urgency to fix the clear problems in operations and attitude.

As someone who used to regularly support this Papa John’s, it’s disheartening to witness how far this location has fallen. I urge corporate leadership to investigate this store and take swift action to address the toxic management, lack of professionalism, and overall decline in service. Customers deserve better—and right now, this location is failing...

On November 2, 2021 I ordered food for my family. Immediately after placing the order I realized that the order was set to deliver at a bed and breakfast we stayed at in October which is three states away from our home. I immediately called this store to let them know the mistake and was told that the order would be canceled but a only a manager could issue a refund. My information was taken and I was told that if I didn't get a callback I should reach back out. I didn't not get a call back so I called November 5, 2021. I was told by an employee again that a manager was not in but would call me back. That following Monday I called Papa John's corporate who told me that they emailed the store's manager to issue a refund. I still did not get a call from the store's manager. I called the store again. No manager on duty. I called corporate and requested to speak to a supervisor who "escalated" the refund after being unsuccessful in their attempt to reach a manager at the store. I called the store a few days later and the manager was still not there and my information was taken again.

On December 20, 2021 I called the store and requested to speak to a manager. The manager was in a meeting but I was told that they would be free later and would call back. I called back and spoke to Samantha, the Campus Supervisor. She told me they couldn't issue a refund because it had been 45 days. I told her I have been trying to get a refund since day 1 and was told only a manager could issue a refund. She took zero blame for the issue and told me there is nothing that can be done, she insinuated that we hadn't spoken to corporate, and after going back and forth for about 15 minutes. She finally agreed to offering a cash refund if I came, in person, to get it. I let her know we don't live in the state and that's not possible. She told me she could offer cash and that was it, then hung up after giving her name and title. I'm furious that this situation hasn't...

I spoke to someone who claimed to be the manager who was extremely rude and disrespectful. We did not receive our pizza last night, (from oakland location) but we accidentally called this store instead. It took over 15 minutes to get a response to begin with and when he did answer he was BEYOND disrespectful. First, he would not even allow my husband and me to explain what had happened- as soon as we said “our pizza never got delivered” he said “a refund has already been issued” he didn’t even know our names by that point. We explained that it was not possible as he did not even know our names, and we had received a call from our delivery driver that said he was downstairs, at that point he put us on hold, again he did not know our names by this point. He then came back 3 minutes later with an even nastier attitude, and I asked if he was the manager and he said “yes” I asked for his name and he said “I don’t have to give it to you” I asked to speak to someone else or to have his superiors phone number because he was being disrespectful, and he just refused and continued with his conversation about our order. He then said “this store didn’t even handle that order, it was the Oakland location.” At that point I called the other store and they were beyond helpful and nice. She took care of the problem in under 5 minutes. He turned an entire situation that could have been easy and simple into a whole ordeal for no reason. He was the most disrespectful employee I have ever had to deal with. I don’t care if he was having a bad day, you don’t speak to anyone like that. Honestly If he speaks like that to his customers, then I can only imagine how he...