I'm writing to bring your attention to a problem with the employees at Papa John's Pizza. Specifically, my complaint concerns an unwillingness to solve problems. The restaurant I'm referring to is at 136 South Gallatin Rd
Madison, Tn 37115.
MORE SPECIFIC ISSUES I AM WRITING ABOUT, THAT YOU WOULD NOT ALLOW ME TO CHOOSE: COMMUNICATION SKILLS, COMPANY, STORE,CONCERN FOR CUSTOMERS,POLITENESS, ACCURACY OF ORDER, EMPLOYEE, MANAGEMENT, AND THE CUSTOMER SERVICE
On 9/04/2004 my husband and I ordered from Papa Johns, Online. The order included one 2 litter Diet Coke. My husband recieved and e-mail confirmation for this order that included everything correct, as we had ordered. When the driver arrived, (Mike Keels), He handed my husband the order and the drink was a Regular Coke. When my husband told the driver that we had in fact ordered a Diet Coke the driver stated that the reciept said Coke. When my husband looked at the reciept, it did say Coke, so my husband said Ok, Thank you and we took our order. My husband went straight to the office to check the online order, knowing what he had ordered, and in fact in the confirmation e-mail that he recieved, it stated DIET COKE.
My husband was able to catch the driver before he left the drive way, and advised the driver that our confirmation did in deed say Diet Coke. At the point the Driver became very rude and stated that the receipt said Coke and that they had NOT made the mistake. My husband again informed him of the confirmation that we had sent to our email. So the driver took the coke from my husband and SAID he would be back with the correct drink. Now, keep in mind that Papa Johns is right up the road from us, about 3 minutes, but my husband and I had just gotten back from a long car trip, and it was more convenient for us to have it delivered to us. WE WAITED FOR 45 MINUTES, WITH NOTHING TO DRINK, AND A $30.00 MEAL GETTING COLD!!!! So after 45 minutes I called the store and asked to speak with the manager. (Bobbie). They placed me on hold for several minutes, and then the line disconnected. So, i got the reciept and drove to the store. When I pulled up (they requested that drive thru) I asked to speak to the manager.
At that point I told the manager that 1st, when I tried to call I was hung up on, and 2nd, I had been waiting for 45 minutes for her driver to come back with the correct drink. I also explained to her that the receipt did in fact say Coke, but that is NOT what we ordered,and our e-mail confirmation had confirmed that we ordered Diet Coke. She went on at that point to tell me, and i quote, " Well we dont see the confirmation e-mail" I was completely confused as to why they would NOT be able to see what i ordered when i placed an order online. That defeats the whole purpose,and would make them, what, Mind readers? They know that we placed an order, they just didnt know what??!! So i asked the manager how that is possible, and why she would not be able to see our order. She stated, " I DONT KNOW, THAT IS SOMETHING THAT YOU WILL HAVE TO ASK CORPARATE OFFICE" So in other words, please, call and complain, it will do no good! So, she said that she would replace my drink, i thoght that very kind of her!!! (like i was leaving without it) NO APOLOGY, THANK YOU FOR COMING, JUST HERE'S YOUR DRINK THAT YOU WENT THRU HELL GETTING AND CLOSED THE WINDOW IN MY FACE!!! I NEVER ONCE asked for my money back, like i KNOW so many people do, having been management in fast food, i just wanted them to know how the driver treated us, and for us to get what we ordered, and yes, I WANTED AN APOLOGY. I mean after all, we have lived here for a year and a half, and My husband and i work 60+ hours and week, and we are young, so EVERYTIME over the past year and half, we have ordered pizza from Papa Johns, the same store! And instead i was treated like s**t! When i came home, i looked up the number 1-800 number, per the Instructions of the incompetent Manager (Bobbie), in the hopes that i would get SOME KIND of customer service. When i spoke to the gentelmen on the phone, (Nick), He was very nice to me, took my complaint, and looked up my order. Amazingly he came to the conclustion that We were correct. When he pulled up the order he confirmed what we had been trying to tell the Driver and Manager all along. On the confirmation that he pulled up, it confirmed that we had in fact ordered 1 2 litter DIET COKE. I asked him why they could not see that at the store, again, as instructed by the manager to do so, he stated that, "they CAN!" and didnt know why i was told that. He placed me on hold and called the store. It was approx 11:30 pm, and when he came back on the line he stated that he spoke with the manager and that she about to close up the store,so she couldnt do anything then about it, but they would definatly call us back to take care of the issue, OH, AND SHE APOLOGIZED ABOUT THE WAY THE DRIVER TREATED ME!! ITS NICE TO KNOW THAT SHE CAN APOLOGIZE TO CORP OFFICE, BUT NOT THE CUSTOMER. Also it was a Saturday night, so they dont close until 1:30 AM!! Nick took my number and informed me that someone would contact me back. TODAY IS OCTOBER THE 10TH, AND I HAVE YET TO HEAR ANYTHING ON THIS ISSUE, AND I HAVE YET TO EAT PAPA JOHNS. WE HAVE ORDER PIZZA TWICE, AND IT HAS BEEN FROM DOMINO'S. I am not the type of person to make complaints or simple mistakes. I mean seriously, do you think that i would spend this much time and effort over a d**n diet coke!! NO, its because of the way i was treated. I have not only worked and managed fast food, but currently work in customer service. I know just as much as anyone else that the customer is NOT always right. But in case, we were, and we were treated like s**t, and it apparantly doesnt seem to matter to papa johns that they have lost long time customers, all over the SERVICE they recieved. I would also like to complain that this website does NOT have the 1-800 number on it, so i am unable to call you, and have waisted more of my precious time filling out a form to try to get something done. I do expect this situation to rectified. I have NEVER made a complaint towards Papa Johns, but i have also NEVER been treated this way. At this point i dont want to order from papa johns, not only because of the poor customer service, but because of the fear that i am on some kind of black list with that store now, and really would like to have spit free pizza. It infuriates me that i am most likely labeled as one of typical customers who is just trying to complain to get a free meal, and as i have expressed several times, to both the manager and the customer servie rep that i spoke to, i never asked for my money back, i just wanted and apology and for the situation to fixed. At this point, i would love to have the $30.07, of my hard earned money BACK. Thanks for your time.
After this, I doubt I could ever eat in your establishment again. Also, I don't plan on recommending you to people I know.
Here's what I'd like to see happen: I would like for papa john's to actually act like they care that a long time customer was treated this way. And as i stated before, i was NEVER asking for my money back, but after being treated this way, AND nothing being done about, it's just for the principal of the fact. I was NOT happy the product i recieved, and regardless of what some may think, Customer service is part of the product that I paid for. If i were not happy with something i purchased from a store, they would be MORE than willing to take it back for full refund. I think that full refund is due. for 1 Lard Drop Dead Fred Special (large pizza) Papperoni, Sausage. 1 Small bacon and grilled chicken pizza, 1 2LITTER DIET COKE, YES I SAID DIET COKE, 2 pizza sauce cups, 2 heese Sause cups, Sub total 25.35 +tax, TOTALS; $30.07. The amount that I request refunded.