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

I love the pizza. Some of the best there is. This particular location, however, managed to fail in every aspect of professionalism I could have evaluated them on. So bad I had to leave a review, and I don't usually leave negative reviews because I've worked in the service industry, and I know that sometimes things go wrong that can create a poor experience. But the complex levels of failure here can't be ignored.

I ordered one of their pizzas through Grubhub at around 6:40 at night. Their hours go until 8, so I thought it would be more than reasonable to expect my pizza to be done, especially since you bake it at home. My order was estimated to arrive at my door between 7:30-7:40, which was fine. I saw that it pretty much immediately changed status to "in the works."

A little while later, I got a notification that said my order had been delayed and was expected to arrive between 7:50-8:00. A little odd with how quickly it went to "in the works," but not a big deal. Delays happen. We're all human. It wasn't until I got a second text delaying it to 8:10-8:20 that I got concerned. It was about 7:30 at this point, so I knew I could make it to the store if I had to, and I thought I'd just call them and see what the delay was and if I could help by just getting it and having Grubhub refund the delivery fee. Only they didn't answer the phone.

Ok, maybe everyone was occupied with a customer when the phone rang. It's still best practice to answer the phone and say something like "give me one minute and I'll be with you," but that can happen from time to time. So I gave it a few minutes and called again. No answer again. I ended up calling around five times before giving up at around 7:50. I went to cancel my order, at this point pretty hungry and no pizza in sight, but whoops! "We're sorry! Since the restaurant has already started making your order, it cannot be cancelled at this time. Please contact the restaurant if you would like to cancel your order."

I ended up calling Grubhub's customer service at about 8:10, who placed me on hold to call Papa Murphy's, which they apparently did SUCCESSFULLY because they came back on saying they confirmed with Papa Murphy's that my order was not coming. So they answer the phone for Grubhub but not customers? Now we're getting into levels that are not so understandable.

As I said, we're human and we make mistakes. All of us. Where I judge a person is how they own their mistakes. Grubhub ultimately issued a full refund and sent me a coupon for $50. And it wasn't their screw-up. They earned my business moving forward. Papa Murphy's? I called the next day to ask what happened, not in an angry or confrontational tone, mind you, just to ask. I didn't try to have this conversation with a teenager either. I politely requested the manager as soon as they picked up the phone.

He gave excuse after excuse and kept trying to blame Grubhub saying the driver never showed. I pressed the issue of not answering the phone, as that was not the driver's fault. He explained that they don't answer the phone after 7:30. Seriously? When you close at 8? I asked him why that was and he said that if people put in orders after that time, they likely won't be fulfilled. As though that is the only reason that a customer would ever call after 7:30. I received no apology, no "sorry for the inconvenience," nothing. He did say "well, you got a refund from Grubhub, right?"

I'm not gonna rip teenagers in their first job. I will absolutely put the manager on blast though. Josh does not know how to handle a situation where the store screwed up. He does not know how to hold his employees to a standard of service (who stops answering the phone a half hour before they close?). He does not know how to be a professional. "Well they refunded you, right?" Is not an appropriate answer to messing up. Blaming the driver is not how you respond to messing up.

It's too bad, really. The pizza's delicious. This location has a serious...

I love this pizza. But the service at this location is absolute garbage, as well as the web interface for online ordering. It seemed improved, and I had a coupon for a decent deal so I thought I would make an online order.

Chose my toppings, removed some and added others, selected crust etc. This was important because there are some in my family who will not eat tomatoes and green onions. Once the order was placed, I received an email with the confirmation. Cool. Except I noticed the one pizza I altered didn't have any of my changes. No big deal, I will call the store.

I called the number. It rang roughly 30 times with no answer. Ok, thought maybe the number was incorrect. Double checked the number, called again. I waited for three minutes of ringing. The calls were both ended somehow on the other end. Ok, no big deal, we can have them fix the order when we get there to pick it up.

Nope. They told my wife that they will not remake the pizza because that is what the online order showed. They also told my wife that they are busy so they don't answer the phone. Yes, they were busy. This is a 'normal' Friday night for them - where they get orders incorrect, refuse to answer the phone line, and refuse to correct a mistake in order to make a customer happy.

Stay away from this location until they replace the manager who will actually address the customer needs and...

Always a consistent and great experience until today... Employees implied I was lying about an issue with my $20 pizza when I offered to bring the pizza in and show them--there was no sauce on our family size gourmet vegetarian pizza which we order at least twice a month, so we're pretty familiar with what it's supposed to look and taste like. It's a white garlic sauce pizza so we couldn't tell until we started to eat it. I pulled the cheese and toppings off of several pieces and the only thing between the cheese and the dough was cheese grease. Verified on my order that the gourmet veg had no customizations. I called the store and asked if they could make a replacement that I would be happy to pick up, the employee who answered passed me to the shift leader. Both expressed that they didn't believe me that there was no sauce, no offer for a refund or replacement. I offered to bring the pizza in to show them. The shift leader said he guessed he could text his manager and ask if they could fulfill my request, and at that point I just said nevermind. I already felt anxious about calling and asking for a replacement but it is a $20 pizza. I've ordered from Papa Murphy's twice a month for years and have never had a complaint or asked for a...