Papa Johns Pizza — Restaurant in Surprise

I placed an order at 11:28pm for a large pizza. The gentlemen on the phone asked me to pay over the phone and I asked if I could pay when I arrived, he said yes. I quickly received a phone call back from someone else asking for payment because their lobby was closed, so I paid; no problem. I was then told to call when I arrive so they could bring the pizza out. Unbeknownst to me, they use a call center to take their orders so when I called to let them know I was in the parking lot, the gentlemen said “okay” and I hung up. About 15 minutes later, a young man in white and black Nike shorts, a Papa John’s shirt and a hat comes out and asks if I placed an order. I told him my name and he says “you didn’t call, we told you to call”. I quickly replied and told him that I did call and I spoke to a gentleman with a Middle Eastern accent. He says “do I sound like I have a Middle Eastern accent?” and explains the call center and how I needed to ask them to connect me to the store; like I said unbeknownst to me. I tried to explain to him that I was unaware and he quickly cut me off and walked away to go get the pizza. He comes back out, continues to tell me how they use a call center and that I need to ask to be connected to the store, again, I had no clue. He hands me the pizza, says have a good night and walks back into the store.

Couple of areas for improvement, first, communicate to the customer, because they might not know you use a call center to take orders. Second, his demeanor and tone were very matter of fact as if I was supposed to know I needed to ask to be connected to the store. I didn’t care for the interaction, the young man was rude and unprofessional.

Now, onto the pizza that I was excited to try, considering I rarely go to Papa John’s. The pictures will explain everything. My opinion, it was late, they wanted to go home, and could care less about the $15.00 I spent or the gas I expended to come and pick up the pizza. They just threw the pizza together and said “screw it”. This is your job, if you don’t like it, find a new one because when you prepare food this way, it guarantees that customers will never come back. Needless to say, this went in the trash! The cheese wasn’t melted all the way, the toppings were just thrown on, it was improperly cut, and there was a pound of cheese, which overloaded the undercooked dough.

No matter how late it is, if you’re open, prepare the food as if you just opened for the day, the time of day should NOT dictate the quality...

I have ordered delivery from this restaurant many times. It's always been a pleasure. The website is user-friendly. I appreciate their diagram of a pizza that shows you what it will look like after various customized ingredients, or extra cheese , or the cut, etc. It's very accurate. When I ordered extra onions, the diagram was accurate as to how the pizza looked when it arrived. It's one of the few places that will do a white Alfredo sauce as I can't tolerate tomatoes. The vegan/vegetarian choices are excellent. I've had both their thin crust & their regular crusts. The thin is crisp & crunchy, and the regular crust is buttery & rich. My family isn't too fond of pizza crusts, but they eat this one down to the last crumb. The spinach is fresh as are the other condiments. The garlic knots have a great flavor without the garlic overwhelming your taste buds or the bread. We have tried all 3 desserts. They are worth having to diet for 6 months after eating one!!! The cinnamon buns are gooey & filled with cinnamon & fresh soft dough. They have drizzled powdered sugar frosting over the top. You pull one apart and it's full of butter, frosting & cinnamon. The chocolate chip cookies have a large amount of chocolate chips as opposed to other places with just one or two in each cookie. They arrive warm, so you can eat them when the chocolate is slightly melted. The brownies are double decadence. Moist, chewy, and full of deep chocolate flavor. Our deliveries have always arrived, early, according to the estimated delivery time. All of the drivers have been very courteous and helpful. I would like to give kudos to Nick, the new manager. His customer service is better than any other pizza restaurant in this area. I received 2 pepperoni pizzas instead of a vegetarian pizza with the fabulous chocolate chip cookies. After apologizing profusely, he had the right order out to me in 15 minutes. A big thank you to he & his staff. I will recommend this...

Horrible service and no accounatability. I tried to address my concern with the store and was made to feel like i was in the wrong for having a complaint. I told the delivery driver that the delivery bag was hanging sideways when he came walking up to my door and the man took offense and tried to tell me he knew how to do his job in a very rude way. I signed my receipt and then proceeded to pen the boxes as the driver walked away and passively aggressively yelled "have a nice night". I called to him to come look at what he had just delivered to me, and he muttered under his breath as he jumped in his truck and sped off. So i have posted pictures to show the quality of what was delivered. I tried to address my concern with the store manager and was lied to for over a week while trying to actually reach her, by her shift manager, Matt. These folks will screw up your purchase, treat you poorly, and then try to sweep it under the rug. Save yourself the hassle and don't settle for anything less than what the company standards are...