Papa John's

Things happen at businesses that are accidents. What separates good experiences from the bad ones are how the staff reacts to bring the issue to a conclusion. I’m happy to say that I was pleased with my experience at this Papa John’s today. I arrived for a pickup within minutes of my pizza showing as “ready” on the app. My pizza was waiting for me behind the cashier, and after he gave me my receipt, he walked to the back and through a door. After a few minutes of waiting, I called out to him to ask if there was an issue with my pizza. He came up front and apologized because he thought another employee was bringing the pizza to me. Then…. he accidentally knocked my waiting pizza upside down on the rack. We were both horrified and speechless for a moment before he apologized again and said he would make me a new one ASAP. As I was waiting for the pizza that wasn’t upside down, he came out from behind the counter to apologize again and said he was refunding the money I spent on the pizza - and my new, free pizza would be out soon. I wasn’t expecting him to refund the money. A new pizza would have satisfied me, but he wanted to be sure I wasn’t upset for the unexpected wait. This was the perfect example of going above and beyond, and I really appreciate him owning up to the mistakes and working to correct them. If there were room for an extra five stars on the rating, I’d give them to this location….

Recently was told when I called that store employees are unwilling, not unable, to take an order over the phone. Their call center is the only way to complete the order. I have tried the call center numerous times and it doesn't work. This is absolutely a smart short term financial business decision on Papa John's part and I can't fault the logic. I'm sure it costs less to pay the call center folks. Unfortunately for this saving, the customer pays with a disfunctional and frustrating system. On another note, the customer experience at Marcos is great.

I love some Papa John’s, but I was extremely disappointed to call today and now have to speak to someone in a call center who hardly speaks a lick of English (and from the sound of it was not in the continental U.S.) There is no way I’m giving my card information to that person…. Pizza is great, the local service is great but that is a swing and a miss in my book!