Papa Johns Pizza — Restaurant in New York

On December 12th me and my fiancé ordered a pizza and wings. Something that we do from this location on a weekly basis the pizza we received, had a black furry substance in the stuffed crust. We called the location and spoke with a manager, who proceeded to laugh over the phone and tell us that she was the one who made the pizza so we decided to come to the location. When we arrived at the store location, I requested to speak to the same manager. I was speaking with over the phone. She was completely rude. She proceeded to tell me and my fiancé that the black wet substance that resembled dirt was black olives or mushrooms this black, dirty greedy substance was neither it took me 15 minutes of going back-and-forth with her before. She fulfilled my request and allowed me to speak with the GM. My fiancé spoke with the GM and explained that we order from this location all the time and what we found in the slice of pizza she explained to the GM that this black dirt like substance was only found from what we could see in one slice, the GM explains to my fiancé that he doesn’t know what it is but it’s not dirt and that he would make another pizza. My fiancé agrees to the remaking of the pizza and we stand and wait the GM further explains that he feels disrespected by the fact that we even mentioned that this was dirt , even though that’s exactly what it was if any further proof of this is needed, I can send pictures upon request. We left the store location without a refund and without a replacement pizza. We order from this location on a weekly basis. We’ve never made one complaint and to be treated like this. That’s what the...

Update: another manager, i assume the GM, reached out and was apologetic and explained that once an order goes through, they can’t issue partial refunds. He tried his best to rectify the situation and offered to remake the entire meal that night but i was relocating so it didn’t work out. He was very nice and I appreciated the follow up!

I placed an online order that included a pie and 2 liter soda. This store did not have the soda I chose so the delivery man brought 3 options that I do not drink, so I declined and called the store to receive a refund. The store manager told me he could not refund me and that "bc I'm his customer" on my next order it would be free - what? Pap John's got IOU's? I asked for a refund and he continued to say he could not issue a refund bc the order was complete. He said the delivery guy would come back with 3.30. Again, what? I did not pay cash and 3.30 does not include the tax.

I asked him to refund me again, twice and then he put me on hold, rudely. He did not return to the phone for what was 10 minutes. I hung up to call this customer service line but missed the normal business hours. Now I am writing this on hold and the phone rings and then goes back to the music repeatedly. I am pretty sure he is actively avoiding my call. Also, as I am typing, the delivery man rung my bell again and tried handing me 3.30-makes no sense. Now whichever manager worked on Mon july 26th overnight has a bad review and complaint with...

I have never had an issue with the store until new Mangment took over the last couple years. I ordered pizza around 2:00 and and I looked on the tracker and it says delivered. I called the store around 2:50 because I never received my order ( it was still in the store) the delivery guy ran to get my my order before closing he was so nice. He got to my house at 3:06 and couldn’t explain to me why it was not delivered but we all human so I wasn’t tripping. I thanked him tipped and he rushed away because it was 3:06am ( after closing) I soon realized that did not deliver my soda that came with my order. I figured I would call them in the morning because it’s after 3:06 and I kno they want to go home ( I worked at a poppa John’s before so I get it ) the following day I called about my soda, the girl remembered me and I believe the delivery guy was able to confirm he did not bring my soda. She said okay she just need to let her manager know. He responded by saying she should have called yesterday. Staff told him it was after 3 AM closing time. He did not care and dismissed my request. His name is Anthony. I’ll try again but all this for a 5$ soda ??? Costumer service/ longevity is out the window now huh. It never used to be like this and I’m happy I’m in a much more mature place because a couple years ago I would of tried to walk behind the...