Papa Johns Pizza — Restaurant in Westfield

We ordered 2 pizzas and a 2 liter. The 2 liter wasn’t delivered. No big deal - it happens. Called in to let them know. Was placed on hold for 7 minutes so decided to call back. When I called back - 10 times mind you - the call was picked up and put directly on hold with not so much as a hello for a greeting, I finally called back and punched in the number to “order” and a nice young lady answered named Laylay and asked if I wanted to speak to the manager. I said yes. I was patched through to a manager named Theresa who was rude and dismissive and made the excuse of they were busy with customers that were in the store. I explained to her that I understood situations like that, and if someone had just picked up and apologized, explained, and most importantly asked if I would like to continue to hold or receive a call back - that would have been acceptable. But to not even say a word and be put on hold immediately after having waited that many times? I asked her what she was planning on doing in the future to remedy that situation that likely happens often and she got aggressive and rude saying do you want a refund or do you want us to bring the 2 liter? She was clear she was not open to a discussion. So I said please bring it. We live .5 miles from the store and it took another hour. Then I wrote on the Papa John’s Facebook page. They asked me to message them. I did and they said they would let the manager at the local store know. I said that manager was the problem. And they said that the store manager is the highest level of management to handle these kinds of complaints. Insane! Then I decided to the the 877 number for Papa John’s and did seem to get a little more traction there. They said they were escalating above that level and I should hear back in 24-48 hours. The person I spoke to at the 877 number was wonderful. That’s what I had expected from the store level. I just want to see them implement better service and training. I cannot recommend this store to anyone. I should have looked at their online reviews first before ordering. Very telling and revealing. Apparently, service at this store has been a mess spanning back years. Sad they can’t seem to implement change and good...

Delivery drivers don't even knock anymore? I placed an order online for delivery and included an almost 30% tip in my online payment. I got an email that stated my estimated delivery time was 41 minutes later, which would have place my pizza's ETA at 10:22 pm. Around 10:15 I decided I should let my dog out to pee before the pizza man got here to avoid any excitement triggered accidents. Well, I opened the door to let my dog out, and my pizza was just sitting there on the front porch. I pulled it in to realize it was barely above room temperature. It had been out there for some time. Now, my dog is a German Shepherd, he is protective of our home. If I bang a spoon on the side of a pot, he will run to the front window barking until he realizes it was not a knock at the door. Every knock and doorbell ring is magnified by his barking. A pizza arriving quietly on my doorstep is impossible without a knock or ring of the doorbell. Whomever delivered my pizza made no effort whatsoever to let me know my food had arrived. And to add insult to injury, one of the two toppings I had ordered, only covered ¼ of my pizza. If I could withdraw, or alter the percentage of my tip, I would, and that's saying a lot coming from a tipped employee myself....

Ordered a Lg Bacon & Jalapeño thin crust & a meat lovers stuffed crust. The thin crust was pretty light on toppings compared to a similar pizza from most other places around Carmel, but the meat lovers looked good.

Ordered carry out through the app and arrived a couple minutes after the app said it was ready. I then had the pleasure of waiting at the counter with 2 other people for around 15 minutes looking at my order before being helped. I understand it was right during the dinner rush, but watching 3 people actually work and 1 grey haired man stand there watching them without lifting a finger to help (either cutting & boxing or addressing the customers waiting at the counter) aside from commenting about how many orders they had was rough. Once I finally got it and got home (a 7 minute drive) the food was lukewarm & the thin crust had gotten floppy.

If it’s the policy that (who I assume is) the delivery driver can’t do any other work, then it’s an awful policy. And if that is not the policy, then he’s just a bad worker that is bringing their team down. I’ll probably go the store in SW Carmel instead next time. It’s a longer drive but hopefully I won’t be stuck looking at my order get cold...