Papa Johns Pizza — Restaurant in Texas

It's a hard time for us Texans, but come on! I have an autistic cousin with limited food selections that he eats. Pizza is one of the main foods he WILL eat. With the recent weather and power issues, we just ran out of his food and most of the stores were closed. And this was one of the most convenient for us. I ordered by phone call at 4:38pm for pick up, I wanted to make sure I had the right store, so I verified their address. Problem/s? Here: #1: I never said "For delivery" and they didn't even verify. #2 I asked about payment method, they told me, "you can pay by cash or card when you come in". #3 They said "It'll be ready in 20mins", BUT they never told me they close at 5pm. #4 The address I asked and verified was their own store address that I didn't even get to finish the whole address, to which the person I talked to answered "Yes". And if I was actually ordering for delivery, they didn't even verify/read it back to me. #5 When we got there 10-15mins past 5pm, doors were locked. Staff signaling they weren't taking anymore orders and that they have a sign that says "We close at 5pm". BUT other people were also waiting for their pick up orders on the other side of the store. I'm guessing there was no sign on their side that the store was already closed. #6 When my aunt spoke to the "Manager", he said we stopped taking orders at 4pm which was a lie. #7 While my aunt was talking to the "Manager", one of their drivers called me to confirm the delivery address which confused the hell out of me. The only address I ever mentioned was the store address for verification and delivery guy says that the order was put for delivery. #8 With my aunt already worried for her son and agitated, the "Manager" was being rude instead of remaining calm. Saying "You don't know how to order". And "Just get your pizza and never come back!"

We got our pizza, yes, but wish the "Manager" handled the situation better. We still paid, if you're wondering. Don't...

Rude customer service over the phone. I ordered the pizza at 12:33, we waited an hour to call to a female voice on the phone insisting they delivered to my building #1. We waited and the online estimation said about half an hour for delivery. They said it was a Caucasian male who received the pizza. My boyfriend and I are not, we're Mexican and Asian. They said that for this next delivery we had to meet with the driver.

I am very annoyed that they didn't take the time to confirm the order name and phone number that was attached to the pizza box. Or called the number. Could have cleared this up much earlier.

A little bit ago we received our pizza and the asked the driver where she delivered it to. She pointed to the wrong building. She insisted it was building 1 at first, which was bold since she didn't live in the complex or knew the layout structure. I led her to my apartment and she saw the number plate and admit she probably delivered it to the wrong building.

The thing is, they only made the pizza. We also had extras and a two liter drink that didn't come along. We called them again and the male who answered the phone was very rude. He said he only made the pizza, and when I asked for the rest of my order he said he didn't see anything. Pulled up my number via phone and yes, I do have sides. They are hopefully currently going to deliver the rest of my order.

I'm very frustrated as I also worked in the food industry and delivery. It's not hard to confirm the delivery by asking for the phone number and matching it up to the pizza box. Will not be ordering from here any longer.

The driver and the two people who answered the phone should really relearn how to talk to customers. Its called...

Update: I decided to give it one more chance. Still pricey and no tracker, but a much better ordering experience. Pizza arrived 30 minutes after ordering even though the estimate was 65 minutes. The order was correct but that’s about the only positive thing about my experience. I placed my order at 4:21 for delivery at 5:45. My order still had not arrived at 6:00 so I called the restaurant. The girl on the phone assured me that they were short on drivers but my order was ready when someone returned. My pizza arrived at 6:25, nearly 45 minutes after I had requested. But I noticed a different address on them. These weren’t my pizzas. I went outside and called the driver back. He took the pizzas and left. I called the restaurant where, after 6 minutes on hold, they assured me that my pizzas were still there and would be delivered when the driver returned. It was a 9 minute drive to the store. Yet my pizzas arrived 40 minutes after he left my house, at 7:05. If you’re taking notes, this is 1 hour and 20 minutes later than I had requested. My pizzas were warm-ish but you could tell they’d been sitting out for quite a while. They sent an extra Diet Pepsi I guess to make up for it? The only one who actually seemed to care was the delivery driver who was very polite and apologetic.

The lack of a tracker in the app and this terrible experience, when this is already pricier than others solidifies that I’m better off with another pizza franchise...