Papa Johns Pizza — Restaurant in North Carolina

My sister is beneath leaving bad reviews but this kind of behavior cannot go unnoticed. If she could give this place a ZERO she would. Maybe even a negative. My sister Ms. Burnett had ordered food from this establishment on Tuesday May 28, 2019 at around 657 for her starving family after a very long and hard day at work. She contacted this establishment to place an order over the phone; whoever was the woman that answered the phone at around that timeframe was very rude and unprofessional. My sister overlooked the attitude and asked if they were able to deliver to her address; due to the distance? The woman checked the address and then proceeded to say, "What do you want!?" In a rude nonchalant voice. My sister kept her cool while dealing with this unacceptable behavior and the woman said it would be 45mins until your pizza arrived and then hung up the phone. Didn't ask if she was paying with a credit card, money, or anythng. After she waited for about an hour and half, she called back and the same exact woman picked up the phone, still very rude and nonchalant. She expressed to her calmly that her food had still not arrived and it had been past 45mins and just wanted to check the status on the driver. The woman then said, "Hold on!" then clicked over and then clicked back over to me; then proceeded to say, " Well I don't know where your driver is at and I typed in your information correctly. I did my part!" Then my sister went on to ask, well since my pizza hasn't arrived yet, that means it will be cold, do I still have to pay full price? That woman had the audacity to say, "It is what it is!"and hung up the phone on her yet again. Once the phone hung up, next thing you know the pizza driver is the one that called me back within 5mins and said she had to return back to the store with my sisters' pizza because she could not find the address and the phone number that was given, was incorrect and she could not contact her. The driver apologized and said she would have to remake the pizza and come back to deliver it. At this point my sister was over the whole ordeal and decided to cancel her order. When my sister explained how she was treated over the phone, the driver said, "Oh this isn't the first time this woman had received a complaint on her attitude." The driver apologized again and took down my sisters phone number to leave for the District Manager to give her a call back and 2 days has past now and still NO CALL!!!!! Clearly they don't value the business or customers and no one should be treated this way, especially when they are trying to pay for food at your establishment. Someone needs to teach them the basics of World Class Customer Service. But it is ok. I will not be planning to order from another Papa Johns for as long as I live. That includes my family and my friends and if anyone asks me about this establishment in the near future I will gladly tell them how the do not value a single customer and you are better off going to another pizza place or make it yourself. Oh by the way I plan to put this establishment on blast for the terrible service across my social media to spare everyone else the hassell ...

First, let me start by saying that Papa John's is our family's non-gourmet pizza of choice. It has been for years--it simply tastes better than the competitors.

Secondly, I will add that in all these years, I cannot recall any rudeness, any wrong orders, or any issues with delivery.

However, a couple of days ago, my delivery order was late and wrong. My driver forgot a part of the order and had to run back to go get it. Then, two orders of garlic knots were accidentally added to my order without me actually ordering them.

I must share that my delivery guy and the lady I spoke to on the phone were so sincerely apologetic. Not in that money grubbing snobby way, but in a transparently remorseful way. They went beyond correcting my order and made the process easy for my family and I. And they really seemed like they cared about making it right. That type of service goes a long way in my book (especially after so many correct orders).

After eating at this Papa John's location for nearly a decade getting great, prompt (nearly perfect) service, I've never written a review. Even the most awesome of businesses make mistakes. It not a matter of if they are made, but how they are handled and rectified. Any reasonable person knows this. I am compelled to write a review now because of how gracefully this one was handled, in my opinion. At no point did I feel unsupported or unhelped. And, my food was not even cold when it arrived, like you would maybe expect it to be in this situation. And no one tried to make me feel like a bad person for trying to get everything straightened out.

After so much good service and such impressive handling of less than great service, I'm pretty proud to call this my Papa John's. I will be returning....

I give this two stars because the Manager Jackie was nice and tried to do what she could to make amends for the fact that we ordered pizza at 8:18pm(that's the time I received the confirmation email) by 9:24pm still no pizza. I called and spoke with a woman(I know her name but won't use it because it's negative), I asked about my order and she said it's done and should be there. I told her that it isn't here, or I wouldn't be calling. She said well maybe your driver got lost... Ugh I just hung up. After 5 minutes of talking with my husband, he said call back and cancel so I did, but this time I asked for a manager... Come to find out original lady that answered the phone was the delivery driver... How can you answer a phone and deliver pizza at the same time? Well that tells me that since it was 930pm when I called back to cancel, the order wouldn't have been there until about 945(if she even came straight to our house). Not happy, my family has a pizza night once a week... Guess they'll be making digorno because it's not delivery, or calling Domino's because I hear...