This is my go-to place for pizza and v was quite disappointed in the level of service and quality of food I received.
I placed an order via the Papa John's app. The app stated that I would receive my pizza in 21 minutes. 30 minutes passed by and I still had not received my delivery so I called the store. When I call the store, I inquired about my order and was told that 30 minutes after I placed my order, the wait time had been increased to two hours. I asked to speak with the manager in hopes of having some light shed on the situation. The manager's name was Adriana and she basically blew me off stating that the wait time had been increased and there was nothing she could do and hung up the phone. I finally received my order after an hour-and-a-half wait and my pizza was cold. I called back to the store and the young man who answered the phone, his name was Tyler. I reiterated my dilemma to Tyler, staying that my initial order was supposed to be received my pizza in 21 minutes and it is now been an hour and a half and my pizza is ice cold. Tyler's response was very flippant and nonchalant and he too disconnected the call. My daughter was shocked and in disbelief by the way the call was handled ! I called back again for a third time and spoke with a young lady, her name was either Nikki or Nicole. I explained my dilemma to Nicole and she apologized profusely and made things right. She finally sent another pizza out to me. By the time the last pizza arrived, two and a half hours had passed and I was no longer hungry. I called Papa John's customer service the next day. I spoke with a young lady and told her of my dilemma. She stated that someone would call me back within 24 to 48 hours. She told me that if I didn't hear from anyone within that time frame, call back. I thanked her and disconnected my call. A week passed and I had not heard from anyone from corporate or from the store. I called back to the customer service line and gratefully enough, the same person answered that I had spoken with the week before answered this time. She remembered my previous call and she escalated my situation stating again that I would receive a call back from someone within 24 to 48 hours. She again attested that if i didn't hear frim anyone within that time frame, call ball. I thanked her again and disconnected the call. A week went by and I had not heard anyone. I called back again. This time, I spoke with a gentleman who read over the notes in my file/case and he stated that he didn't understand why someone had contacted me at this point. He escalated the situation further to a regional manager. Within the hour, I received a call back from the regional manager. She stated that she was in one of the stores in the Mount Pleasant area and that she would handle the situation personally. I stated to her that I was not looking for anything free but needed to advise her as to how her customers were being handled by her staff in the store and that if it happened to me, certainly it had to have happened to someone else before in the past.
Between the time of my initial incident and the time that the manager finally called me back, I ordered pizza from Papa John's...the same location. There were different staff on board that night and my pizza was sent out on time and it was hot... but the delivery driver COULDN'T COUNT AT ALL! I had to explain to him how much change I was supposed to receive. After taking out my calculator to do the math and explain to him how much I paid and how much change I should receive, he still didn't understand. I finally ended up telling him how much he owed me. He still didn't quite get it? He did, however, tell me that I owed him a tip. He stated that he was going to keep some of my money for his tip and sure enough, he did... After going over math for more than 10 minutes and feeling so sad for him, I let him keep it. read more
