Papa Murphy's | Take 'N' Bake Pizza — Restaurant in Spanish Fork

UPDATE: After reaching out to a brand representative (via live chat) regarding the experience below, they initiated a refund for the experience and forwarded it to this location. The refund was contingent upon that branch and manager's approval. This was quickly refunded in less than 24 hours. I appreciate this but still won't change my review. I have not heard from branch management about the underlying issues. I will not give any further business to this location.

This location continues to disappoint. I've had a number of incorrect orders received after placing over the phone. Longer waits than usual and just poor customer service.

On 9/1, placed an order via Papa Murphy's mobile site. Upon completion, was given a time that the pizza would be ready by a specific time. Upon arriving to pick up my pizza in the drive thru, was told the pizza was not ready and that an influx of orders had occurred and that this would not be ready for another 30 minutes. I asked the employee why this was the case as my order had not only been taken but the payment had already been made. She mentioned it is store policy to take care of walk-ins to the store first. Again reiterating that I had placed an order well prior to many of the walk-ins and that the payment had been made, how was this logical? Ultimately this is not an issue with the employee who was actually very kind and apologetic. This is a problem with store management.

I had an appointment to make so had to leave and return to the store later, which was a waste of time and fuel. A complaint was made, the shift and general managers were contacted and I was told a call back would be received to discuss a refund at very least. Going on 5 business days without a call back which isn't surprising.

Ordering a single take and bake pizza should not take over an hour and a half to receive. This location is poorly managed and has consistently provided terrible customer service. The quality has been sub-par at best for Papa...

Placed an order, and after 5 hours it wasn’t ready. I waited in a line stretching out the door. I waited for an hour, got to the front and was told to go to the pickup line where I was told my order wasn’t ready. I asked for a refund and was told to go back to the line I had just waited in. It was pretty aggravating having just waited to be told they couldn’t check where I was. I was told the manager on duty was Adrian by a kind young lady who had long brown hair and round glasses. I asked if her manager could step aside and talk with customers, and was informed that she was busy, even though she was in eye shot making pizzas up front. I asked why, and she said because the till was broken next to where they wrap pizzas.

Pardon my frustration, but that’s not an excuse to help explain the situation. Not issuing a refund, sure, however I don’t understand why they couldn’t have a difficult conversation and help me understand what’s going on.

While waiting customers were actively talking about how they were 5 hours behind schedule here. One gentleman also claimed the staff gave away his order on accident. One couple was very patient, placed an order and was made to wait over 90 minutes while I was there.

No warnings, no disclaimers, we were promised an order by 5:45 and that time shot by faster than Formula 1 on race day. My wife tried calling for 20 minutes straight and it was very audible in the store that MANY people were calling, but if the dozen or easily more employees on staff nobody bothered to even look at the phone, raising some serious questions about management style and concerns over customer service.

Update: Upon further review after getting home they missed an entire pizza, and the majority of toppings on the other pizzas we ordered. Very...

I just got back from this location and it wouldn't feel right to just let go what I witnessed. As I walked in, I was greeted by a friendly employee. She asked for my name and went to the racks. She checked the first rack and then moved to the second. When she was checking the second rack, I noticed another employee place a pizza (which turned out to be mine) on the first rack. So the pizza was missed as the employees crossed each other. Had I been there 20 second later, this wouldn't have happened.

After the employee who was helping me checked all the racks and didn't see the pizza I ordered, another employee who I believe was some kind of manager decided to "help." He checked the first rack and blurted out "It's right here {name omission}, are you blind?" To which she humbly just accepted the public ridicule, and didn't defend herself, which makes me wonder just how used to it she is.

Whether he was joking or not, it was completely unnecessary and extremely unprofessional to belittle someone who was trying their best and just fell victim to happenstance. He had no context to what happened. The pizza was found, all he had to say was "oh, here it is," and be done with it. There are so many ways it could have been handled differently. I feel incredibly bad for the employee who helped me and it makes me question how employees are treated when customers...