Papa Johns Pizza — Restaurant in Sanford

We are long term, regular customers of Pap John’s. However, we won’t order from this location again. On October 31, 4:43 pm we placed an order using the app.. The email confirming our order stated it would be ready in approximately 33 minutes. At 5:15, I saw the delivery guy park in front of our house, rummage through items in his back seat, get back in the driver’s seat and drive away. I thought that he must have thought he was at the wrong address. I went outside and waited for him to return. He did not. I checked the tracking. It stated our order was on it’s way. It did not arrive. I checked the tracking again. It stated the order was delivered. At 5:43 I called the store. The female that answered the phone stated the driver was new and for some reason my order did not go out. I told her that I had seen the driver pull up to our house, rummage through his back seat, get into the driver’s seat and drive away at approximately 5:15. She then further discussed the situation with a man, the apparent delivery person. I heard him say that he did not have the right order when he went to our house. The female then stated to me that the new driver must have pressed the wrong button that said my order was on it’s way and again when the tracking stated the order was delivered. She went on to say the order was right there and was next to be delivered. I told her I expected it to not be cold. At this point, it had been an hour since we placed the order. She stated it would not be cold. At 6:06 pm, the same delivery guy that was at our home at 5:15, arrived with our order. This was an hour and a half after we placed the order. The store is only 5.1 miles from our house. The delivery guy apologized and stated they had sent him out with the wrong order the first time. I could immediately tell the food was cold. The boxes weren’t even warm. Normally, the boxes and food are hot. We usually have to let the food cool off. The food was hard and cold. We could tell it had sat outside the warmer for quite some time. I called the store and requested a refund. Unfortunately, we paid with our credit card when the order was placed. The same female answered the phone. She stated it was store policy to not issue any refunds. I asked for some kind of compensation for their big mistakes and lies that were told to me. The female stated there was nothing she could do! Really?! We love Papa John’s food and pay the higher prices for it. One would think they have some way of compensating customers for their mistakes. The lies just make it worse! So this location has lost a long time regular customer. You just don’t treat customers this way especially when you pay higher prices than their competitors! Not taking any more chances!

Update 11/2/20: After formally complaining online to Papa John’s, we received a call from the district manager. We were given a full refund and $30 in store credit. We were told the local store was at fault and should have compensated us immediately. We also learned that Papa John’s has a five minute turn around time. Meaning, from the moment the food leaves the oven, is boxed then sent out for delivery, should take no more than 5 minutes or the food must be remade. We are thankful that Papa John’s acknowledged their mistake and compensated us. However, one must wonder if the breakdown will be fixed! So, if you have an issue with your order, please send an email to Papa John’s. Scroll to the bottom of your confirmation email. Contact their customer care team. We are glad this issue has been resolved despite the manner in which it had to be resolved. We were going to miss...

Found a maggot on my pizza. Called to report and as of 6 days later... no recourse, no refund, and no call back. Just two maggot pizzas paired with a side of wasted time, money, and expectation. Thumbs down guys.

Things happen, and I’m sure they don’t want this type of publicity but I called the store to ask for a refund as we didn’t eat the pizzas I ordered, and I was placed on hold for 18 minutes after asking to speak to a manager about the issue. Unfortunately, the store employee, Anthony Newman, was terribly rude during that wait. He has been rude every time I’ve had the unfortunate opportunity to come in contact with him via past phone orders. But I over looked it based on the AWESOME and friendly interactions I have with the delivery drivers. I asked for the district manager’s number, and it was provided after another 10 minutes of waiting and I was told that the DM was expecting my call and I hung up with the store and called him immediately, no answer. I left a message and he did not call back. Welp. That’s it’s for me. Good luck to those that continue to patron, I will NOT...

FIRST TIME / LAST TIME Ordered two large pizzas for carryout, the bill came to a little over $50. For the price they charge you for each large pizza, one would think you would at least have toppings on all eight slices. One of the large pizzas was vegetarian and had roughly 5 thinly sliced pieces of green pepper on the entire pizza. On the other large pizza there were roughly 8 little pieces of sausage on the entire pizza. Both pizza crust were soggy and very thin. Neither of the two large pizzas had extra cheese as ordered (and paid for). You would think for the price that they charge you. You would at least get a reasonable amount of toppings and not a soggy drippy pizza dough for a crust. The only two positive comments I could make are the fact that the kids running the counter were very polite and courteous, and the pizzas were done at the time they said they would be. This was our first and will be the last pizza we...