Papa Johns

Review: On 7/31/13 I placed an online order at 10:30 am for my mother. I selected the noon delivery time. My mother waited until 12:30. No one arrived. I called the the local Papa John's and spoke to a manager. He apologized and said he would credit my account on 8/1/13. On 8/2/13 the charge was still on my account. I called him back on 8/4/13 he said he was sorry again and would immediately refund the card. He said he would call me back to confirm. He did not call back. As of today the charge is still on my account. My customer ID is: [redacted]. My online order confirmation is: [redacted]Desired Settlement: Please refund $11.30

Consumer

Response:

Papa John's Store #1320

3403 LANCASTER PIKE

WILMINGTON, DE 19805

I ordered two BBQ chicken pizzas over the phone. After I left I realized that they both had onions on them. I didn't realize I had to specify no onions. I called them back and spoke to a man who told me that they weren't able to make me new pizzas without onion. I told him I wanted my money back and he said he couldn't do that either. I told him that I wanted to speak to a manager and he said that there wasn't one there. He then said that he could credit my account with two complimentary pizzas. I agreed to that and figured the dispute was solved. I then ordered two more pizzas about a month later online and drove 40 miles away (we love papa johns!) to go get them and my husband was told when he went in that there were no notes on our account. They offered him one complimentary pizza with one full price pizza which totaled almost as much as two pizzas ordered online...which was how we ordered. I went in after he came out and told me that and I pulled up the date and time I spoke with the employee. Tohe [redacted] of that location ([redacted]) told me that I should have called before to make sure it was credited. I told her that I didn't foresee it not being credited and that I ordered online to get the points. She offered me the same thing as my husband so we left feeling stupid that we would take her employees word for it that we would be credited. When we were almost home I called her back to get her name so I could file a complaint and she proceeded to tell me that she felt it was my fault that there were onions on the pizzas because I should have known that they came with onion and that there were a lot of discrepancies in my "story". I told her that I was aware that the specialty BBQ pizza online came with onions but that when I ordered over the phone I figured he would only put on what I said (BBQ chicken) and that it didn't occur to me to say no onion. She stated that she would talk to the staff that was on that night but that was all she would do and that she felt her offer was fair.Product_Or_Service: Two PizzasDesired SettlementI feel what her employees tell people is her responsibility to make right with customers. She hired them and I am out gas and time for what they said and I trusted to be true. I feel she should have let us have the two meaningless pizzas instead of making me go through the headache of all this to prove a point. I will never order from her buisness again and I am going to tell anyone who will listen about my experience.Business Response I disagree with this complaint. Usually customers are right and we try to satisfy the customer even when they are not. My team is trained to satisfy the customers dissatisfaction immediately. Upon speaking to the customer and researching her prior orders, I feel the decision to offer one out of the two pies at no charge was more than sufficient in resolving the issue. Every order the customer has placed with us, she has selected NO onions on at least one if not both pies she has ordered. She is familiar with our products as the majority of her ordering is done via our web site. We carry specialty pizzas (where the BBQ Chicken resides) and build your own. When a customer calls in and orders one of the specialty pizzas all the default items are included, unless specified by the customer. he pizzas were made exactly as she had ordered. The customer claims as soon as she noticed the onions on pizzas she called the store and was told only her account would be credited. This is not our policy nor procedure. If it is a mistake on our behalf we make the correct pizza immediately, if it is a mistake on the customers behalf we still try and make the customer happy (by providing one of the pies for free). The customer claims we refused to make her a new pie, which is not our policy. If the customer requests, we offer a credit on the account for a future purchase, we then mark the account which will ONLY be visible if the customer calls in to place the order. When I asked the customer who rang her out, she stated a man with long hair in a ponytail. I have NO teammates that match that description. The customer also claims there was not a manger on that shift, which is impossible. Every shift is ran by a certified manager not only company policy, health department policy, but state policy. I felt with no knowledge of the issue, her previous orders which had ALL been placed with instructions to hold the onions, the free pizza was definitely sufficient and fair. I am disheartened that we offered to offer such a high discount on a matter that was not our fault and the response of the customer is still unsatisfactory and threating to decimate the character of our franchise. I feel the offer was more than fair and sincerely apologize that the customer feel differently. Please let me know if you need any other information. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I feel that this business is not owning up to it's mistakes by alluding to the opinion that I should have known that I ordered the pizzas with onions and is avoiding the fact that their employee told me that he couldn't remake the pizzas. He also told me that there was no manager there for me to talk to. I am not aware of Massachusetts policy for having a manager on at all times as I live in NY. Their employee also told me that he would credit my account with two pizzas that would be free of charge on my next visit. All these things were apparently lies. I cannot understand how her employee lying to customers is the customers error. I had never ordered over the phone before and when I order this pizza online there is a box to remind me to check off no onions. It simply didn't register in my head to say BBQ chicken pizza, no onion.I order on average 6 or 7 times a year not every weekend. The business says they try to make whole on mistakes even ones they have no control over. I am not asking them for the money for my gas that was wasted driving 50 miles out of my way and coming home with nothing to eat. I am only asking for what was promised to me as a resolution by the businesses employee. That would be a fair and acceptable resolution. Final Business Response I am very sorry the customer is still unhappy. As I stated before, I am very happy to offer one free BBQ chicken pizza. I feel since we made the order as requested by the customer, and with the customers prior ordering history and experience with our product, that offer is more than fair. We own up to our mistakes and even try to make whole on mistakes that we had no control over. In this situation we had no control. I am sincerely sorry there was a misunderstanding and HOPE that the consumer can see that we made her order exactly as she had ordered and a free pizza to please the customer, at no fault of our own, is a fair compromise for both parties.