We travel a lot and have a personal connection Papa, so we try and order from Papa John's Pizza everywhere we go. When we stopped in Tifton, GA, that is the first thing we did - ordered from Papa Johns, through the mobile apt. I am so used to relying on the location service offered on my phone that I failed to check the accuracy on the address (totally my fault, I realize). Regardless, I placed the order and when doing so, realized that I had failed to give a tip for the driver. I promptly placed a call to Papa Johns and spoke with the manager. I told him that I had just placed an order to be delivered to Comfort Inn (where we were staying) and that I had failed to tip through the app so would he please have the driver knock on the door so that we may tip the driver. He assured us he would. After a period of time, I checked the app to see where our order was in the process and discovered that it had been delivered. After checking our floor (to see if it was left at another door), checking with the front desk (who assured us that no delivery driver had been through), we contacted the Papa Johns and spoke with the manager. After telling him that we did not receive our order, he put us on hold briefly, came back on and said "It was delivered." I again told him that it was not, that he could contact the front desk himself and they would tell him that no delivery driver came through. He stated that our order had been delivered and it seemed like it honestly turned into two little kids with the back and forth: "No, it wasn't." "Yes, it was." The manager also stated that his driver has been an employee there for a long time and that he believes her when she says that she delivered it. I asked him if it was possible that she delivered it to the other hotel in the same complex area and he said, "No, she delivered it to your door." He concluded the call with saying that he would just remake the order and have it delivered through Door Dash so that there would be further proof of the order delivered to us. He absolutely implied that I was lying about the order being delivered. After hanging up, my husband once again checked our floor, called the front desk - who then called the other hotel, and we were told that a delivery driver from Papa Johns had just recently gone through their lobby. Mystery solved, right? Well, at that exact time, the manager from Papa John's called me back and I immediately told him that the order had been delivered to the other hotel, just like I asked in our first call and he responded with, "Do you know why she delivered there?" When I asked why he said that I had put the street number '310' in our order, not '320'. I responded with "So basically, you're saying this is all my fault?" And he said yes. Admittedly, I do have responsibility in this since I relied on the location service of my phone to place the order (which has never failed me before) but, while I can certainly appreciate and celebrate the manager standing up for his employees, the manner in which he spoke to me (accusatory and defensive) during our first phone call and the fact that he actually called me back to tell me I was at fault for the order not being delivered, is a combination that resulted in the worst customer service I have ever received from a Papa John's franchise. There was no need to call me back to tell me that I was wrong since a remedy had already been communicated. Let this serve as notice to not rely on location service when placing an order from this Papa John's (remember, I did call the manager before delivery and told him I was at the Comfort Inn), and if you didn't receive your order, according to the manager, yes you did, regardless of the facts. read more
