Papa Johns Pizza — Restaurant in Tulsa

TLDR: If you are looking forward to fresh hot pizza, cold drinks, and a complete order, you might want to try somewhere else. I like Papa John’s, but I DO NOT recommend this location.

Now for the lengthy review: I placed an order for two pizzas, drinks, and extra garlic butter. The ETA in my email was one hour. However, it took three hours for the pizza to be delivered, very cold, and missing drinks and the extra garlic butter I paid for. After about two hours I attempted calling the store. I would either get no answer, or they would simply pick up and immediately slam down the phone.

I tried the Live Assistance online chat, but after waiting about 15 minutes to for a reply, an agent had come into chat, told me the pizza was on the way, and disconnected the chat before I had a chance to respond. Once I got my cold, incomplete order, I managed to flag the driver down before he drove away to let him know it was only part of the order. He said he would return. He did not... After waiting an hour for the rest of my order, I started calling the store again. Same situation with nobody answering. So, I tried Live Assistance again. Only this time, the agent told me to fill out a feedback form, and someone would get back with me in 48 hours.

Of course, I wanted fresh pizza and the rest of my order that night, and not two days later… I started calling the store again. I finally got an individual on the phone, and I politely asked to speak with a manager. He said he was one of the managers. I asked for his name, so I would know would which manager I was speaking with, and he wouldn’t respond. He asked for the name on my order, and I gave it to him. And he just said that my order would be there “sometime”, without giving me a chance to let him know what was going on. I politely told him, if he gave me a moment, I would tell him what was going on and again, I asked for his name. This very rude individual refused, told me he was busy, and hung up on me.

This prompted me to get into my vehicle, and drive to the store location, since it seemed like the only way this was going to get handled. Once there, a nice, but very exhausted lady at the drive through window tried to assist me. I explained to her what had happened, and she asked if I wanted a refund. I advised her that I simply wanted hot fresh pizza, and the rest of my order. The manager, which I believe was named Shawn, informed her to tell me I would have to wait two and a half hours if I wanted the order remade. I asked her, don’t you think you could expedite that a bit, given the situation? I was told “no”, per her manager. Considering it was 9:30 PM, and my original order was at 6:15 PM, I had to admit defeat and accept a refund, keeping the cold pizzas and forgoing the rest of the order. The nice lady at the window apparently knew this was horrendous service, and even went as far as thanking me for not yelling at her. She should probably be the one running the store.

I did manage to find out that this store is apparently is owned by Ozark Pizza Company, as this is a franchise location. This seems to be why online Live “Assistance” really can’t assist with anything other than providing a feedback link when there is a complaint. I assume this is to give the owners a chance to respond to a complaint. This unfortunately means you can’t get help the same day you order, if the store won’t answer, or refuses to assist you. I am understanding about delays, given the COVID world we are living in right now, but how I was treated as a customer is completely unacceptable and totally avoidable. It is abundantly clear why there are so many one-star reviews for...

Full disclosure, we are not angels in the entirety of this story. However we started off that way and then our response changed commensurate to the hostility and unprofessionalism that we experienced last night. I want to put that out there because most times when these stories happen the customer leaves out how terrible they are but we truly did not deserve what happened to us.

Last night at 830pm my wife ordered a pizza for delivery. Roughly an hour later I received a call from the driver saying they were sheltering for the storm. I told the driver this was fine, be safe, as I knew it was super bad weather. However, we never received our food. We tried calling and texting the driver, and then when that didn't work, we called the store. The manager got on the phone with an attitude unbecoming of, well, anyone who works with people. Just instantly hateful. He accused me lying about my order when he pulled up the wrong ticket (fully divulging the privileged information of a customer by "verifying" their full name, address, and phone number with the wrong party.) I corrected him (oooh, he did NOT like that!) and heard him take another call. He said he would call the driver and call me back.

Well after 15 minutes I called him back. Got told he was on a personal phone call outside the store-would I mind if I waited? Sure. By now, it's 4 hours- FOUR HOURS - since my wife ordered. Our electricity is out, so we even put candles out so they could find us in the dark. Well he was instamad that I called him back to the phone. I was mad, and asked him to sort his life out, because we ordered pizza, not this NONSENSE. This beligerent "manager" refused to speak with me, literally cursing and hung up. We called back, because surely this can't be happening? Well, we didn't get pizza last night, and they won't stay on the phone long enough to process a refund. Wife called back, purposely attempting to defuse the situation so she could eat-we lost power, remember, and couldn't cook for ourselves. After all, even in the dark, Google maps works to find our house. The manager actually told her to f_\ck off and then hung up in her face. She called the driver and asked if they were still coming, 4 hours after she called me to wait out the storm.

"...I'll be there in 15 minutes," she said.

Well, we're still waiting-would a little honesty have hurt?

We're also waiting on a callback from their district manager.

Look, I get that covid has affected all of us. Seek help if you cannot handle the stress of life. But to act like this is wholly inappropriate and I will not stop until my complaint...

On 2/29 at approximately 19:45 I called to place an order of pizza and wings. The pizza was a normal order, but the wings would be shared with a family member who had a medically diagnosed allergy to gluten and dairy. Most restaurants nowadays seem to be quite accommodating to patrons with allergies.

I asked about accommodating this dietary restriction. The 2 employees I spoke with to take the order explained they wear no gloves in the store, so the common practice of changing gloves was not possible, but they both seemed accommodating in regards to doing their best to keep cross-contamination from occurring (especially a lady I spoke with on the second call who said she had a dairy allergy and understood the desire to not have to visit the emergency room).

But when the manger James came on the phone things went downhill quickly. The first call I made and spoke to him he initially seemed understanding but then got very short and told me it was impossible to clean the whole store. I asked him to hold on briefly to confer with my family member, when I returned after 30 seconds or so, he was gone and it was dead air. After a minute of asking if anyone was still on the line I hung up because it was clear he had no intention ruin of returning to the line. When I called back and ended up having to speak to him again, he immediately said in a very sharp, angry tone, that they would not accommodate me, and that he’d made that clear to me before. I will be happy to order pizzas from every, or any, other pizza location from now on.

Clearly James has high regard for his potential customers and attended the same customer service classes as Papa John,...