Papa Johns Pizza — Restaurant in Royse City

Pizza is usually fine. They messed up the toppings on our pizza on two occasions, but aside from that the food is okay.

The real issue here is with customer service. We had $10 Papa Dough (PJ’s new version of rewards points) and used it on our online order. It brought our total down to $10.81 which was shown on the checkout page. After finishing the check out process, I noticed the confirmation email said it charged us $21.63 which was the total prior to the $10 Papa Dough being applied. My credit card showed the same. Since I figured this was a technical error with Papa Johns website I called their customer service number instead of this location directly.

The lady that was helping me from customer service agreed that it was a technical issue. She said she would call this stores manager, have them cancel the order on their end, and then have me reorder online while I was on the phone with her so that I would be charged the correct amount. When the lady from customer service spoke with this location they claimed they were unable to cancel the transaction due to it being the end of the night and the ticket already being closed, yet it was still 55 minutes until they closed the store. Hard to believe they had zero way of cancelling the order out or refunding the money so that the order could be replaced in the correct amount. If it’s true, it’s time to upgrade to a newer system because no other place has that issue.

So we ended up paying $10 more than what we were told our total was and thanks to the lack of help from the stores end, there’s nothing customer service could do about it. So I will continue to order from Papa Johns, but will not order from this location anymore.

This is not the first time we ran into customer service issues with this store either. The one and only time we placed an order by phone, due to the online system not recognizing our street name at the time, the lady messed up our address, had an attitude, and the driver ended up on a random road off 30 in a field. When we asked the driver the address he was given, it wasn’t anywhere near the address we gave over the phone. There are too many pizza places in the area. If you want customers, you need to be able to provide exceptional...

Omg this literally had to be the absolute worst experience I have ever experienced. We ordered a pizza online for the XL New York Style Pizza and the picture online shows pepperoni on the pizza so we automatically assumed that pepperoni came on the pizza automatically so we added black olives and banana peppers. When the pizza arrived we noticed there was no pepperoni on it just the veggies and called the store location to inquire and was told that the pizza doesn’t automatically come with pepperoni. We advised that it was an honest mistake as we thought per the website pictures it came with pepperoni. We were told we could reorder another pizza. My husband called back and spoke with the manager and repeated what happened and the so called manager said they can’t remake a pizza for free and that it drags down their profits due to waste of ingredients. My husband then proceeded to ask for the district manager number and we were told that he didn’t have that information on hand at the moment then my husband asked for the store number and we were placed on hold and some rude woman then got on the phone and gave the address. When we asked for her name she hung up. We called back and a lady named Nadia answered the phone and we asked for the previous lady’s name and Nadia placed us on hold and then came back and said that they can’t give out names. We told her that she just gave us her name and she hung up in our face. We are two disabled veterans and we aren’t asking for any handouts. We just wanted a honest mistake to be corrected . To be treated so nasty and so rude by the individuals at this location is disgusting and we will never order from this establishment again. The only decent person was the delivery driver who knows what customer service is all about which is something the individuals inside the store definitely...

THIS IS LONG BUT VERY INFORMATIVE PLEASE READ BEFORE YOU ORDER YOUR PIZZA

Feburary 20, 2019 my wife ordered a large specialty pizza (the works) on line deal for $12.99 from the Royce City Pappa John's. Pizza was delivered to my house, but was a medium and the store charged me $18.39 not the online price. My wife called the store and explained the problem to the manager who did not understand why we had a problem. I will admit at this point I myself became mad over the situation and said some obscene comments in the background my wife told me to shut up the manager told my wife that she did not have to help us if my wife was going to talk to her like that my wife told her she was talking to me then the manager abruptly ended the conversation with my wife. I called back and told the manager it was me that was talking in the background and my wife was telling me to shut up the manager said I did not have time for this why did you call me back. I told her dont worry about trying to make the order right just to cancel it and refund my money. I told her I would bring the pizza back to their store she said keep it I dont trust you you would probably do something to it like poison it I told her that sounds like something she has done before she didn't disagree with me but hung up the phone. I talked to the manager at the pappa John's in rockwall and told her what happened she told me that I am not the first person she has talked to about having problems with the royce city store she informed me that it was a franchise store not a corporate I didn't know there was a difference THIS IS A FRANCHISE STORE, NOT A CORPORATE STORE THAT MEANS THEY DO NOT HAVE TO ANSWER FOR ANYTHING THEY DO TO THE PAPPA JOHNS CORPORATION THEY DO NOT HAVE TO HONOR ANY PAPPA JOHN DEALS OR BE HELD TO THIER...