Papa John's International, Inc.

Store management responded:"I am waiting for him to call me at the store to find his order.  I do not see any order for him on that day, but I asked for additional information to try and find it and give a refund.  [redacted]" Dear [redacted], Thank you for taking...

the time to provide us with your feedback. At Papa John's, we strive for “best in class” in everything we do. We are sorry that we have not met your expectations at your local Papa John's store. I am not seeing an order for you on that day. If you can provide me with the address it was sent to, and what the order was I can search for it that way. And in order to make a refund I will need the card info you placed the order with and we will be happy to refund the amount. Please give me a call at the store to solve the issue. [redacted] Sincerely, [redacted] General Manager Papa Johns International

Dear Valued Customer, Thank you for taking the time to provide us your feedback. On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with any email communications from Papa John's. Our goal is to provide not only a superior quality pizza, but also a...

World Class Customer Experience to our consumers at all times. Your comments were forwarded to the Senior Director of our Customer Service Team.  The Senior Director has informed us that this matter has been investigated, and the issue resolved with you.  Again we do apologize for any inconvenience you incurred regarding this issue and look forward to serving you in the future. If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you.Thanks,Operations Call CenterPapa John's International[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 The franchisee is telling a lie about sending me a $10 gift card.  They did give me a 1 topping pizza which I'm not interested in, but they never sent me a $10 gift card.  If they did send one, they must have sent it to the wrong address because I never received it.

Dear Valued Customer,Thank you for taking the time to provide us your feedback. On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with your recent order from you local Papa John's location. Our goal is to provide not only a superior quality pizza, but...

also a World Class Customer Experience to our consumers at all times. Your comments were forwarded to the Owners/Operators of this location and we have received response from the leadership team. They have informed us that this matter has been investigated, and the issue resolved.  Again we do apologize for any inconvenience you incurred regarding this issue and look forward to serving you in the future. If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you.Thanks,Operations Call CenterPapa John's International[redacted]

Dear Mr. XXXXXXXX,Thank you for taking the time to provide us your feedback. On behalf of Papa John's, we would like to apologize for any inconvenience you encountered with your online account with Papa John's. Our goal is to provide not only a superior quality pizza, but also a World Class...

Customer Experience to our consumers at all times.  We take our customer's online security very seriously. The security controls around our customers' accounts and information, including the transmission and storage of credit card data, are protected by the highest security and PCI compliance standards. Credit card data is securely encrypted and cannot be accessed except for the last four digits of the card number.  We have researched your complaint and have determined that there was no breach of our systems that would have allowed anyone to access your full credit card data. Unfortunately, it appears that someone may have gained unauthorized access to your account using your username and password obtained from a third-party source. This means that someone could have been able to view your account profile and potentially place an order by paying cash or using reward points.  Your credit card could not have been used because we require the CVV code to be entered with every order. Again, we truly regret that this occurred but the access to your account was not the result of a breach of Papa John's systems. The following recommendations will help us protect your account going forward: · -Reset your password to a password of your choice but ensure compliance with our recommended criteria.-Avoid using the same username and password that you use for other online accounts.-Ensure your password is not easy to guess and periodically change it.   -Do not share your username and password with anyone other than those people who want to use the account. We have reset your customer account back to your original email address with a temporary password . We have also replaced any missing reward points and added 25 reward points for any inconvenience you may have incurred. Once you have logged into your account please make sure to reset the password. Again we do apologize for any inconvenience and look forward to serving you in the future. If you have any question please do not hesitate to contact us at the number listed below.Operations Call Center Papa John's International [redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

10-10-17 Apologized to customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business reply clearly shows their low commitment. No solution was provided, and the business took a long time to provide such reply. Absolutely horrendous, I do not support this business anymore, nor recommend it to anyone. They don't take their own business seriously. Looks like either the owner doesn't care or at least is not paying enough attention.
Now, to Revdex.com, how come a business with no commitment to make things right has such a high rating? Based on the reply I received, with no solution whatsoever despite so many mistakes (delivery, customer service), makes me think if this rating is really reliable.
Regards,
[redacted]
 
 
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Valued Customer,Thank you for taking the time to provide us your feedback. On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with your recent order from you local Papa John's location. Our goal is to provide not only a superior quality pizza, but...

also a World Class Customer Experience to our consumers at all times. Your comments were forwarded to the Owners/Operators of this location and we have received response from the leadership team. They have informed us that this matter has been investigated and resolution offered. Again we do apologize for any inconvenience you incurred regarding this issue and look forward to serving you in the future. If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you. Thank you for your patronage and we look forward to serving you in the future.[redacted]
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[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be very satisfactory to me.  I consider this complaint resolved.
Regards,
[redacted]
 
 
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Dear Valued Customer,Thank you for taking the time to provide us your feedback. On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with your recent order from your local Papa John's location. Our goal is to provide not only a superior quality pizza, but...

also a World Class Customer Experience to our consumers at all times. Your comments were forwarded to the Owners/Operators of this location and we have received response from the leadership team. They have informed us that this matter has been investigated, and the issue resolved.  Again we do apologize for any inconvenience you incurred regarding this issue and look forward to serving you in the future. If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you.Thanks, [redacted]
[redacted]
[redacted]
[redacted]
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Dear Valued Customer,Thank you for taking the time to provide us your feedback. On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with your recent order from your local Papa John's location. Our goal is to provide not only a superior quality pizza, but...

also a World Class Customer Experience to our consumers at all times. Your comments were forwarded to the Owners/Operators of this location and we have received response from the leadership team. They have informed us that this matter has been investigated, and the issue resolved.  Again we do apologize for any inconvenience you incurred regarding this issue and look forward to serving you in the future. If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you.Thanks, Customer Care Papa John's International [redacted] Order Pizza Online @ www.papajohns.com

Dear Valued Customer, On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with your [redacted] Tuesdays promotion codes for Papa John’s.  Our goal is to provide not only a superior quality pizza, but also a World Class Customer Experience to our...

consumers at all times.  Per the rules and regulations on the [redacted] Tuesdays promotion the codes that [redacted] provided were only valid for seven days from receipt.  If the codes were not redeemed by this time they expired and were no longer valid.  We have reviewed your account and do show that six orders were placed and all six orders used a promotion code provided by [redacted].  Since the [redacted] Tuesdays promotion ended on 03/07/2017 all codes provided with this promotion have expired.  If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you.  Thanks, Customer Care Papa John's International [redacted]   Order Pizza Online @ www.papajohns.com

Dear [redacted],Thank you for taking the time to provide us your feedback.  On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with your recent order.  Our goal is to provide not only a superior quality pizza, but also a World Class Customer...

Experience to our consumers at all times.  Your comments were forwarded to the Owners/Operators of this location and we have received response from the leadership team.  They have informed us that this matter has been investigated, and the a refund was approved.  Again we do apologize for any inconvenience you incurred regarding this issue and look forward to serving you in the future.  If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSR's will be glad to assist you.Best Regards,The Papa John's Customer Care Team

Dear Valued Customer,Thank you for taking the time to provide us your feedback.  On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with Papa John's.  Our goal is to provide not only a superior quality pizza, but also a World Class Customer Experience to our consumers at all times.  We contacted your local store regarding the issue and the leadership team of that location and they have informed us that your address has been removed from any future mailings.  Regarding any bulk mail sent by the USPS you can visit the below website to opt out.  Again we do apologize for any confusion or inconvenience you may have incurred.  If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you. Website:XXXXXXXXXXX.orgThanks,Operations Call CenterPapa John's [email protected] Pizza Online @ www.papajohns.com

Dear Valued Customer,Thank you for taking the time to provide us your feedback. On behalf of Papa John's Pizza, we would like to apologize for any inconvenience you encountered with your promotion code and email communications with Papa John's. Our goal is to provide not only a superior quality...

pizza, but also a World Class Customer Experience to our consumers at all times. Unfortunately the code provided for the website outage that occurred on 09/04/2015 expired on 12/31/2015. As a replacement for the code and in lieu of your inconvenience regarding your emails, please accept the below two online promotion codes each valid for a free large 3 topping pizza. Again we do apologize and look forward to serving you in the future. If you have further questions or concerns please do not hesitate to contact us at the number listed below and one of our CSRs will be glad to assist you.XXXXX- Free Large 3 topping  XXXXX- Free Large 3 toppingThanks,Operations Call CenterPapa John's International[redacted]
[redacted]Order Pizza Online @ www.papajohns.com

The Chicken Parmesan pizza is not a nationally offered pizza except when it is available as a limited-time offer. This particular franchise location may have had the Chicken Parmesan pizza available as a local flavor but that would have been in the discretion of the franchisee. The online promotion code for this national gift card promotion was not setup to accommodate local flavors or limited-time offers due to the variation among franchise locations. Therefore, the customer was limited to the nationally available pizzas on the website when the promotion code was used. In addition, we received an e-mail from the franchisee on 08/11/2015 stating that called Mrs. [redacted] three times but did not hear back from the customer. The franchisee also stated that they sent the customer a $10.00 Papa Card and also a free large 1 topping pizza code. Papa John’s International apologizes for any confusion by the customer regarding this matter.

Papa John’s International has investigated Mr. [redacted]’s complaint.  The customer placed an online order on 6/23 and received 25 Bonus Papa's Rewards points the following day.  The customer then contacted the call center on 7/30 (37 days later) in regards to the "missing" points.  The...

customer was advised the points expired as originally indicated on the promotion and that Papa John’s sent reminder emails to the customer advising them of the pending expiration date.  The customer was offered a 50% off code for any inconvenience.  Papa John’s International apologizes for any confusion by the customer regarding this matter but our Bounce Back promotions always have expiration dates for any bonus points.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]