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

Ordered and PAID for pizza online, apparently this doesn't give you ANY priority, as they not only waited until I got there to make my pizza (bare in mind that it is promised 30 mins after ordering that it will be finished for you to pick up, but they don't back that up with anything, no guarantee, their promise is worthless) even the lady that was in front of me in line ordering got hers before me. I ordered and paid for mine 30 minutes before she did. I should have just been picking it up. When I asked why I had to sit around and wait they said they had just finished a rush, to which I asked again, why I should have had to stand around and wait? why did everyone that ordered pizza AFTER me get priority for their pizza over the person who had already paid? why was their time more important then mine? they said that it just was, that walk-ins just get massively higher priority then online orders. I get that in the 90's, but I don't get that today, even the call in order was ready for him to pick up and the order didn't happen while I was there, but the pick-up did. It did give me time to think though, why was I spending an extra 30 mins to drive and pick up RAW pizza to then have to spend an hour using 2 ovens to cook it all? I've learned it is better to just order cooked pizza delivered to my house. Not sure why I fought my family so 15years and had to have papa murphy's? I pay as much or more for the inconvenience. I've seen the light and will no longer be the moron that spends all night driving and picking up(waiting) and then cooking the pizza. From now on, I'm going to have it delivered and enjoy the work free evening. This location has ALWAYS had issues with customer service, which is a direct indication of the mentality of the Owner's. They won't be getting any more...

I ordered online takeout at exactly 4:57pm for pickup at 5:27 (already a weirdly long time to have to wait considering they don’t have to account for baking time). I arrived at 5:40 to find that only one of my two pizzas had been made and the other one was just sitting out in the open, unrefrigerated and unprotected from flies, for god knows how long. There was only one employee working the register and another one in the back, and I watched the former help a number of customers off the street who came in after me before I finally had to holler to get help and get my other pizza finished. I walked out of the store at 5:55, 15 minutes after I walked in and just shy of an hour after I ordered the pizzas (almost 30 minutes late). Turns out the store was out of an ingredient for my second pizza and needed me to approve a substitute, so the employees knew about my order, knew exactly what I was waiting for, and knew it would take less than a minute to help me and get me out of the door, but figured it would be better to first help customers in line to order who walked in 10 minutes after me.

I understand that understaffing can occur at even the best establishments and the employees did seem a bit overwhelmed, but is there a particular reason why online takeout orders are the red-headed stepchildren at this location because this is not the first time for me. It’s frustrating to know that I could have just hopped in my car at 4:57, ordered at the register, received better service, and probably received my pizzas at least twice as fast. I’m sure franchise owners can’t do anything about the standard 30 minute wait for pickup, but at the very least - takeout orders should be completed and ready after that much lead time or they should be prioritized over walk-ins if...

So this place was so good but in the last few months quality has severely dropped! Less cheese and topping and the dough has ether changed or is older or something. I remember not being able to see the pizza sauce and how they always lovingly bragged about the pounds of cheese on their pizzas, not anymore. They put some delicious sprinkles on the cowboy pizza but like everything else now I can barely see any of it on my pizzas. It just kills me to see such a great pizza place like this go down the tube because they keep cutting the amount of everything and don’t train their employees better. We are going to drive to further Papa Murphy’s in search of my favorite pizzas in the future. If I can’t find them at other locations I’m done with the chain.

Edit, I have been trying to teach the new employees to put some love and care into the food they create. It’s been helping. Hopefully the ones I have talked to teach the rest. It’s not hard to build pizzas, just make it how you would for yourself or freinds and it’ll all be good. I have added extra stars and keep coming.

Edit edit Went again today. They did a great job. I’ll I’ll be coming...