Papa Johns Pizza — Restaurant in Winchester

I would avoid this store. On Tuesday, 9/29, I placed an order for delivery and received confirmation it would arrive in about 40 minutes. Every other time I had ordered delivery from this store, the driver worked for Papa Johns, and I never agreed to or knew that DoorDash would be delivering this order.

Fast forward to about an hour later, I checked the tracking to see how much longer it would be, but it stated that my order had been delivered. However, no one had ever knocked or rang the doorbell, and I verified that doorbell was working after opening my door to see my order sitting in the rain on my front doorstep. I don’t know how long it had been there, but the boxes were soaked. In addition to never bothering to knock or ring the doorbell, the driver didn’t put anything over the boxes to protect everything from the pouring rain.

After collecting my wet order from the doorstep, I noticed the boxes were not sealed as they had been every other time from this store. I also noticed that two of the drinks I ordered were missing. The pizza was as cold as it could be without refrigeration.

Disappointed, I called the store believing they would make it right per the guarantee to deliver a fresh pizza. After all, I felt I was good customer, I had tipped every driver $20 every time I ordered from there.

Unfortunately, Nick—who referred to himself as the store manager—responded as if there was no problem with any of this. He had a nasty attitude and, using an incredibly sarcastic tone, stated he was “so sorry for my inconvenience.” At that point, I told him I would not be ordering from his store ever again, and he hung up.

Had Nick’s response not been so nasty, I could have chalked this up to one bad experience out of many positive ones. However, interacting with him made it clear to me that decent service will not likely be had from this store being that he is in charge now. I will happily buy elsewhere but just wanted to warn folks new to the area or otherwise unfamiliar...

I redeemed my FREE pizza from terrible service from my previous order from the week before. EMILY was the person on duty that night, who was totally unhelpful the first time. She told me that, personally, she though online orders were “bull crap” because when the consumer is notified that the order is out for delivery, that it doesn’t mean it’s in route, but rather, it’s only coming out of the oven. I told her, that’s very deceiving as the customer and asked if there was anything she could do since the pizza was over 45mins late...she BS’d with me, so I told her I was disappointed and hung up. A few minutes later, My pizza arrived COLD. I called EMILY back, VERY UPSET, and she apologized for having an attitude, and that she’d give me a free pizza for next time. She gave a confirmation # for the reimbursement of the cold pizza and I never got reimbursed. The second free pizza arrived over an hour late, too! Amateur hour at the Papa John’s! I’ll be going into the store tomorrow and assuring that everything from my first to last order (two orders) is fully reimbursed). Emily, you’re awful...I’m sure no one follows up on your personal service,...

Before I start, I would like to say how I love papa johns and prefer pj pizza order any big pizza places. I never expect big service from pj. I've excused late deliveries in the past because I know the difficulty of getting orders to multiple places in a timely fashion but this time... I ordered online right before closing and Not only was the pizza an hour late. When I called to complain, they told me that there was nothing they could do but for me to wait... very dismissive. When I called the next day to speak to a manger. They told me again that there was nothing they could do and this time it was because I called to following day and not the day of (which I did). They don't even know the owners name. What's funny is that I want looking for a refund, just letting them no my grievance, which they were dismissive in any attempt to resolve. I called corporate which they informed me I couldn't do, because and I quote, " We're a franchise." Not knowing that I'm very familiar with business structure I got in touch with to right leadership at corporate. Very disappointed in how they choose to not handle...