I have never written a review before or made a customer service complaint in my life but I was so…read moreshocked by the service I received this week that I had to say something. I have had poor service at this location before (west side) but I let it go as a one off, I see now that it wasn't.
I called to make an order at around 5:30pm and was told-by the manager no less-that Mondays are really busy because of their football promotion and pickup would be 3 hours so I would be "better off waiting until tomorrow". No offer of extending the promotion for me having to wait, just turning away my business. I was shocked and a bit intimidated so I decided just to place the order online since I didn't mind the wait.
I placed the order online at 5:39pm, it said it would be 85-95 minutes so I thought to myself, delivery must be faster, this is good. 2 hours passed and still no pizza. I decided to give them a call and to my surprise I got a message that I was calling outside of business hours and could leave a message. This was at just before 8:00pm have you and the message confirmed they are open until 11:00pm. I thought it must be a mistake so I tried calling again...and again...and again to no avail. I had no form of transportation so I waited until my boyfriend got home at 9:30pm (still no delivery). When he got home, I asked him to drive down and check at the store while I waited at home in case they showed up.
When my boyfriend arrived, the sign said it was open and the delivery car was parked outside, the phone lines still stated they were closed and based on the rudeness of the manager I believe this was an intentional way to turn away business. So at this point it was 4 AND A HALF hours after we had placed the order. My boyfriend walked into the store and stood in a line of upset people complaining about the phone lines and about not having received online orders.
When it came to his turn, he told the manager that he had been waiting almost 5 hours for his order and wondered if it was on its way. The manager did not apologize and had a very rude demeanor, he just dug up the order and started making it. My boyfriend confirmed 3 times and had the manager confirm back that my pizza was to have no sauce. "No sauce" was also written on the box.
So another 20 minutes later and the pizza is ready, my boyfriend goes to pay and they charge him a delivery fee! He mentions this and the disgruntled manager begrudgingly took this off. So my boyfriend comes home and not only is our pizza soggy and not fully cooked but mine has sauce. We can't call in to complain because of the phone lines so we have to take a second trip out to the store.
This time I walk in and when I got to the front of the line I was greeted by a rude and annoyed look from the manager himself and no hello, no how can I help you, nothing. So I take the stare down as my cue to speak and I tell him that my pizza has sauce even though I requested none. He takes one look at the box and says "it says right here, no sauce" and I said "yes, I know but it has sauce on it". He then takes the pizza, lifts up a small part of the cheese, and says "there is no sauce on this, that's a banana pepper". I replied again, "there is sauce on it too" at that point the pizza was dropped in front of me and the manager said "show me then, show me". I was very taken aback but I showed him and he was proven wrong, still no apology, he just walked back and yelled at his employees and then he started making another one with the same dirty hands that were just dealing with money. He obviously is not respected by his employees as they all laughed behind his back. I stopped him and said at this point I would rather have my money back to which he rudely responded "not for the whole order!". I said fine and took back the money for my pizza only, I paid extra for extra peppercinis and garlic sauces as well which were both in that box and did not get the money back for this. Also, the extra peppercinis I got were just stems.
I had had enough and left the store with my 7 dollars back and no food. I wanted to say my piece but found the manager very intimidating and he made me very uncomfortable. I will never eat at Papa johns again.
Like i said earlier, this was the second time i received bad service from the west side location. LAST time I had bad service it consisted of my $100 worth of pizza arriving uncut, 2 hours late and with no sauces and no peppercinis and then being told if I wanted these it would be another hour. I live a 5 minute drive away from the store but did not have a car, if I was that manager I would have driven it down myself with an apology. Anyway that was a whole other time, nothing near as bad as Monday.
I am waiting on a response from head office but am not hopeful they can redeem themselves.
If you want quality food for a good price along with friendly, quick service, stay far far away from Papa Johns
