We have been ordering from Papa John’s Pizza for over a couple of years now. I order from them online almost everytime. I use my online account when I am visiting relatives and they want to order pizzas and I also use my Papa John’s online account when ordering for my office in Tacoma. I would say over the 4 locations that I regularly order from I have probably ordered from Papa John’s about 100-150 times in the past 2 years. Our average order is about $30.00. We usually order two large pizzas with extra cheese and the other toppings vary. Lately, we have also been adding a chocolate chip cookie pizza with our order, we really have enjoyed Papa John’s pizza. Our family is very busy and we order pizza at least once if not twice a week. I would estimate our total orders from our house, my two relatives homes, and my office total approximately $4500.00 that’s about $2250.00 in gross profits to Papa John Schnatter’s Pizza establishment. We also order from Pizza Hut and a local pizza carrier Steph’s Pizza but the totals I previously stated were not including these other pizza company orders. Just think Papa John’s could potentially have even more of our business if they could convince us through their customer service efforts that they value their customers.
Unfortunately, this was not the case this evening. we ordered online AGAIN and I entered all of the info for our order. Apparently, I forgot to save one of the changes I made on one of our pizzas prior to going to the shopping cart. Instead of getting a large pepperoni pizza with extra cheese and sausage on half of it like we had asked we ended up with a stock pepperoni pizza, not even extra cheese on it, and it was cold when it got here. I immediately called the local Papa John’s restaurant that we had ordered from and the gentleman that answered this evening at about 8pm told me that they made the pizza the way that it came through the online order. I explained to him that it was not what I had entered on the website and he advised me that I call the online ordering customer service line at 1-877-542-7272. I did this and spoke to a rep that told me the order was sent to the restaurant the way that it was entered, she offered the idea that perhaps I had made some changes to a “quick pick” item and then failed to save the changes. I admitted that I had used a “quick pick” selection and then “modified” it, she confirmed that I may not have saved it, I agreed that was probably what had occurred but that the system did allow me to go straight to check out without saving. I suggested to her that the system wasn’t as user friendly as it could be since it allowed me to continue without prompting me to save my changes. The system is somewhat flawed in that respect although I admit I did not notice the save button. I asked her if anything could be done to compensate us since now my family was being forced to eat a pizza that they didn’t want. I told her that I have ordered from Papa John’s many times in the past and have never encountered this phenomenon with the save button. She just kept repeating the same thing to me that it was not a restaurant error nor was it an error on the website’s part, she said that it was “user error.” I agreed with her that I had made that mistake but that in the spirit of customer service something should be done to compensate me for the inconvenience as well as the fact that the pizza that was delivered to me did not even have extra cheese on it. She offered to place a formal complaint to the restaurant about the extra chees missing, but I felt she had a tone in her voice that sounded like, “Oh my God you’re complaining about extra cheese?” I told her to please file that complaint and that I would call my local Papa John’s restaurant in the morning to speak to the manager. She discouraged me from doing so by saying, “Well, they are just going to tell you the same thing that I did, that it was a user error and not an error on the website or the restaurant.” Again, there was a tone in her voice as if what she had really said to me was, “Look lady, I told you that it was your fault and the restaurant is not going to do anything for you because you screwed up.” She may be right, Papa John’s may not do anything to make this right, the best the local guy wanted to do tonite is send me the pizza I wanted for a “discount”. That is NOT good enough. If John Schnatter has his employees being trained to not so much as apologize for a customer’s inconvenience (which by the way neither rep did offer me an apology) then I don’t foresee any future pizza dollars flying out of my wallet and into Papa John’s pockets. We even gave the driver a $5.00 tip, can we at least get our tip back since the pizza wasn’t right? Maybe if we pooled our tip with the “discount” the restaurant offered us on the right pizza maybe then it would cover the amount of the pizza we actually ordered. If you live in University Place WA and order pizza I would suggest you DO NOT ORDER FROM Papa John’s.
If you are looking for a good pizza in University Place WA you should try Steph’s Pizza-253-474-4000 or Pizza Hut 253-565-1500