Papa Johns Pizza — Restaurant in Phoenix

I do doordashing and I came to this location twice tonight, Sunday June 29th, 2025. The first time that I came to pick up an order for a customer, I was greeted by a young man who was very polite and told me that it was going to be a few more minutes for my pizza. When those few minutes were up he in fact cut my pizza put it in a box and handed it to me so I could deliver it to my customer. I was immediately sent back to Papa John's for a second order that night for a customer who had two pizzas to pick up. When I arrived a young lady wearing glasses and having reddish brown hair told me that it would be about 4 more minutes for the pizzas to be cooked. No problem! After those 4 minutes were up, I hear her yell for the only other employee I see there, a brunette girl named Heather and she proceeds to tell Heather that she's dropped the pizza. Not once did this young woman turn around to tell me, knowing that I was there to pick these pizzas up that it was in fact the pizza I was waiting for that had fallen to the ground. No, they proceeded to remake the pizza and then after the pizza was in the oven for a minute or two she came over to tell me that it was going to be another 5 minutes. When I questioned her and said I'm confused when I arrived you told me four and now the 4 minutes are up and you're telling me five? Her reply was, we had to remake it. While I stood there, honestly kind of in shock because no one had said anything to me or let me even know so I could confirm with my customer that it was going to be a longer wait now, everyone ignored me. No one made eye contact with me, the young woman who had given me another 5 minute wait didn't look at me the whole time and none of the three employees came to apologize. When the 5 minutes was up, and she made sure to take her sweet time so it was really more like six or seven minutes, she put the pizza in a box handed them both to me and just walked away. She didn't have any customer service she didn't have any ability to apologize for the fact that she had made a mistake and it would be a few minutes, which I would have been completely fine with. This girl clearly does not understand what customer service looks like and if Heather's the manager, you need to train your employees much better! This is a reason why I never eat at Papa John's personally. Food is trash,...

Ian the manager at this location has poor phone educate. He was very rude and unprofessional in his demeanor. My order took almost two hours to get. When I called him to get an update on my pizza. Ian gave me a story that displayed poor management and service to the community. I couldn't believe they where taking phone orders with two hour wait periods. They where down a driver and overloaded with work according to what he explained then he hung up on me. I understand bad days in customer service but don't take it out on your customers. I waited half an hour longer. When I called the store for the second time Ian seemed frustrated and angry. He wanted to brush me off with no real update on my good order. I explained to him this was poor customer service. He got agessive and jumped to conclusions that I was being unreasonable. I told Ian that I was already charged and I need to know where the driver was. At this point I wanted to cancel my order the only reason I asked for the drivers eta. Was so that I could be close to the door because my door bell didn't work. He jumped on me not giving me the chance to explain and said I was getting out of order. He said he was gonna cancel my order and call the driver. I would of been out 30 dollars untill they decided to put my money back. I knew it wouldn't be any time soon. I said to Ian Iam not being anyway with you sir I just want my food and get on with the rest of my day. By this time I had to start getting ready for work. My pizza arrived late cold and not appealing at all. The poor driver was running around like a mad man to get people thier food. I hope Ian can get some training on how to better deal with crisis in his work situation and learn to be more helpful with customers. I also hope Ian will not play himself as the victim to paying customers to be ugly and rude and turn away business like he did to me. I have many choices to chose from when ordering pizza and I will never choice this...

(EDITED) I ordered for the first time since the incident below. I spoke with the new GM and omg he was super nice and apologetic. I will definitely be ordering again. My order was correct and on time and the driver was so nice and apologized once again. I’m so happy to be able to order from my favorite pizza place again!

My order is wrong every time unless I order during the day when one female manager is working. Ian is super defensive and gets my order wrong then forgets things you asked for. Ask to speak with the GM and he’ll tell you he is the GM assistant and the GM will not do anything different. Won’t tell you when you can call to speak to someone else. I order delivery two pizzas, garlic knots and a Pepsi. I asked for nacho cheese with all three. There was zero cheese and garlic butter with the pizzas that was smashed and exploded all over one. I called and they said they will either send out a new pizza or give me credit for the whole order for next time, I chose the credit. Ian refused to fulfill what they said and was awful. Said well the GM will give you the same answer, one free pizza. I called corporate and they said the GM will call me. Nope emailed me saying one free pizza and when I emailed back...