Today I had gotten ready to order a pizza from Papa Johns, knowing it was Super Bowl Sunday, we called about an hour before the game to make sure we didn't have to wait too long, after calling our local Papa John's #2196, we were informed that our pizza would be ready in 20-25 minutes. Hearing this, we decided to place our order for one large pizza. Keep in mind that we had ordered this at 6:01PM. (I checked my cellphone records) We ran to McDonalds to get our other food for the night and got to Papa Johns at 6:40, which should had been 20 minutes after our given wait time. I ran in to get my pizza, only to be told that I'd have to wait another 20 minutes. I thought it was kind of ridiculous since I had been told 20 minutes on the phone and had came 20 minutes after that, only to be told to wait another 20 minutes. I let it slide since I saw how busy they were and knew that it was super bowl sunday. After 20 minutes, we we're told to wait ANOTHER 20 minutes. I saw other customers that had also been waiting for a long time, they're orders simply just sitting there, they had to ask the cashiers to check their orders in order to get them! That is ridiculous! After waiting almost 40 minutes for my pizza and being told to wait another 20 minutes, I watched as the cashiers told a man who JUST walked in and placed an order that his pizza would be ready in 20 minutes. They blatantly lied to him knowing that all of us had been waiting for well over 30 minutes for our pizzas that we had ordered over an hour ago! What kind of service is that?! Around 7:40 the cashier to us that our pizza was in the oven and that it'd be ready in 10 minutes. Ten minutes later, guess what? She told us our pizza just got in the oven and would be ready in 10 minutes. It was then that I voiced my complaint and asked for my refund. This was at 7:50.
I understand that today is a very busy day for them but if they would have only told me my ACTUAL wait time (which was almost 2 hours) I would have just decided to cancel and buy from somewhere else. I had even asked before I placed my order how long the wait time was. Did they think that we we're idiots and wouldn't know how long 20 minutes was?! It was the biggest waste of my time, being lied to, to be told that I would have my pizza in 20 minutes, in 20 minutes, in 10 minutes, I was taken as a fool. Worst part is another man that had been waiting there for almost as long as I was had asked about his pizza many many times as he was waiting, only to be told "it's not ready yet". Finally, when I was waiting in line to ask for my pizza the final time, I overheard him asking the girls for his order again only to see the girls check boxes and then congregate to giggle. This is what she told him when he asked her what was so funny, "honestly sir, I don't know where your pizza is. I can't find the pizza, the box, or the label. I really don't know where it is." They tell him this AFTER he had been waiting for almost an hour and after being told "it's not ready yet". This proves that they didn't even LOOK for his pizza the last few times he had asked for them.
This is the WORST service I had ever experienced ANYWHERE. I am a very loyal Papa John's customer too, I have ordered from this Papa John's many times before, usually my order taken by the manager and I always had a prompt and correct answer as to when my pizza would be ready. I don't know if the manager or other workers knew that the girls were telling people that their pizzas would be ready in 20 minutes or not because I HAD heard people in the back saying they were really backed up. When I asked the manager about this, he simply said, "these girls are just teenagers. It is a busy night, it's really hard to differentiate between 20 minutes and 2 hours". Really? What kind of response is this. Would you tell someone that their pizzas would be ready in 20 minutes when you KNOW FOR A FACT that there are almost 10 people in your store waiting for theirs that they had ordered over an HOUR ago!?
Words cannot describe just how upset I am about this, the way I was lied to and taken as a fool. I only got home to barely catch the beginning of the 4th quarter. If I only had been told the correct wait time, I would NEVER have waited. She kept telling me 20 minutes, 20 minutes, pizza is in the oven. I don't know when ANY of that was true. I can assure you that if you called half the customers at this Papa John's, you will get the same complaint. As I was leaving, many of the customers that had been waiting an absurd amount of time told me "you are right ma'am. You are correct. I'm glad you said something". I assure you that I will NEVER be ordering from this Papa John's again.
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