I would like to take this opportunity to express my extreme frustration and disappointment during a recent visit to the Papa Murphy's location on Ouray and the Coors Bypass in Albuquerque 87120. The incident occurred on Friday February 22nd 2019 about 4 pm. I brought my 3 daughters with me to get 2 pizzas, 2 cookie dough, and a salad for their sleepover plus myself at home. When we arrived I noticed that the store was pretty busy, which was OK, we weren't in a rush.When it was my turn to order, I placed the order (2 pizzas, 2 cookie dough, and a salad), gave the cashier my EBT card and also my free pizza award cards. I had 2 of the free pizza award cards because my family enjoys Papa Murphy's and we have been loyal customers for many years now. As the cashier took the cards, she started to laugh and called another employee over. They then began a conversation in Spanish, which is incredibly rude, after awhile of them talking, the 2nd employee called over yet another employee. That 3rd employee acknowledged that about six of the signatures on the reward cards were his. Then both employee's (1 and 2) went back to having his conversation. During this time there is still a line of customers behind me waiting to place their orders as well as new customers walking in the door. The committee of employees finally reach a consensus and tell me that they are not taking my reward cards. When I questioned why, Employee #2 said there are signatures on here not from our store location. I said I know there are, I go to several locations as my kids go to school on the other side of the valley. I provided 4 other locations to the employee and why I was in those areas as well. I also looked into the guidelines for the reward cards and there is nothing stating that you can not acquire rewards from multiple locations and there is no expiration date on when you can redeem your card.
So then he tells me since you are holding up our line we will only take one reward card. I said fine whatever, like it was my fault that you are insulting me and embarrassing me in front of your other customers and holding up the line. So she puts my order in and I wait. As I'm waiting I feel dumb because now I finally notice how many people are in the store, and as I make eye contact with the other customers I notice how they are embarrassed for me. They look down and now I feel stupid. I just want to leave, I'm holding the bag with my salad and 2 cookie dough.
Then Employee #3 calls "1 family sized pizza", my daughter's say "is this us mom" I say "No, we ordered 2 pizza's". Employee #2 heard wjat i had said and said "No, remember we were only giving you one pizza". I'm now extremely upset because I'm told I have to get back into line and order my other pizza because Employee #2 is saying I can only have one pizza and I understood it as I could only use one reward card not i can only order 1 pizza.. As I get back in line there is this sweet man in line, who has witnessed the entire debacle says "I'm so sorry please come in front of me and order your pizza",(by the way who ever you where, thank you so much I appreciated that greatly) I told him no thank you, you have been waiting a long time as well. Well my emotions are building inside. As I get to the cashier (employ #1) I told her I need that other pizza, she continued to embarrass me and insult me by saying we can not give you that other pizza. I finally have had enough. I yelled. It wasn't my best moment. But, I literally had reached my breaking point. I yelled and said that I needed my second pizza. The cashier (employee #1) continues to escalate the situation and continues to embarrass me. I told her "I get it you will not take my rewards but that don't mean i don't need that pizza, what i can't buy a pizza now?" I start crying, right there at the counter, in front of the employees, in front of the customers, in front of my children. I told the cashier, " How dare you all embarrass me and insult me in front of all these people and in front of my children. Don't you care about your customers?" The cashier takes this opportunity to ask for my card, so I hand her my EBT card and she tells me, " No, the other card." I told her I don't have any other card, I am only using EBT to pay for this pizza. She then clarifies and asks for my 2nd reward card. The one that they said to me that they won't accept it as a valid form of payment. At no point during this ordeal did ANY employee apologize for any miscommunication, any sort of inconvenie anything. When my second pizza was finally ready the employees said nothing and just held it out to me. NO ONE SAID SORRY TO A CRYING CUSTOMER.
After I got home, I called the Papa Murphy's location and asked for the contact information for the General Manager. I was told his name was Eric and there was no way to contact him. They said he will just show up to check on them. I've never heard of am establishment being run this way. So nothing got fixed nor resolved read more
