Papa John's Pizza
Online Store = Problem

Got a $10 Groupon for Papa John's that was only usable online, so I placed an order for about $18.70. The system took the $10 off the total then brought me back to the order screen to complete my order. I didn't notice the payment type section which apparently was defaulted to cash, and just clicked to finalize the order, expecting to use my card at the store to complete the purchase. I noticed when I got the online receipt that the payment type was set to cash, but I have had experience with Pizza Hut online where you can pay with a card at the store even if you chose cash online, so I didn't expect it to be a big deal. Unfortunately, it turned out to be as the employees huddled around the computer trying to swipe my card. They were unable to change the payment type from cash or take my payment at the store, even after calling corporate online. The resolution from them was that I needed to either to come up with the balance in cash or they throw the food in the trash. I ended up leaving and going to get dinner elsewhere. That evening I complained to Papa John's online about the rigidity of their system, and their response was somewhat condescending in that they reminded me that I needed to check my order carefully before submitting it, and that was that. They did not admit that there may be a problem with their online ordering system defaulting payment types, nor they did acknowledge as a shortcoming the fact that a store can't change the payment type from an online transaction in order to take payment. They didn't even say they would forward my complaint to people who could make changes to the system.in other words, they saw no reason for them to take steps to prevent this from happening to anyone else. My experience and their means of resolving it has left a bad taste in my mouth toward their franchise.

Company: Papa John's Pizza
Country: USA

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