Papa Johns Pizza Non-Existant Customer Service Silver City New Mexico

I am reading two sides of the story so I don't know who to side with.

If you are short handed at the store yes hire people. I've been working for one of the big three for over three years and you would be surprised as to what I've seen. If there was a problem at the store I work at my franchise owner will get you a free soda, side item, free pie for next time as long as he knows what the circumstances were.

One time this woman was waiting over 20 minutes so we gave her a soda and the owner told her he owes her. If I see people waiting they will get something free. Another time we did over $1000 for lunch the owner, me and one other driver.

Like I said I've seen things. The other problem is that PJ's is restructuring in the company and its rediculous what I know of.

You are very fortunate if the biggest problem you have is poor service at a pizza parlor. I wonder how you would react if you had a real problem.

You are very fortunate if the biggest problem you have is poor service at a pizza parlor. I wonder how you would react if you had a real problem.

You are very fortunate if the biggest problem you have is poor service at a pizza parlor. I wonder how you would react if you had a real problem.

You are very fortunate if the biggest problem you have is poor service at a pizza parlor. I wonder how you would react if you had a real problem.

I just read the post by Steve, the so-called manager of the PapaJohn's.
I find it funny that he never denies calling the woman a b***h. That is pathetic!

Please people! I am sick and tired of hearing this "don't blame me" nonsense. Is it the customers fault that your store is understaffed? I mean, hello?, are you the manager? Hire some people!! Or is it you can't hire good people because of your poor service and word has gotten around? You have two people scheduled to work? Do you usually only sell a few pizza's?

I can be sympathetic mind you, however, your post gives me the impression that you were rude from the start. If a CUSTOMER (use a dictionary if you don't know what that is!) comes in after calling in an order and is told 20 minutes, but is going to have to wait, you walk out to the lobby, tell them you are sorry that you are short staffed and that the pizza will be a.) late and b.) free. How simple is that? I'm sure you wanted to argue, because you'd have to write a report on how you were short staffed and had to give out a freebie.
Obviously you don't know how to make a schedule...luckily you aren't in charge of ordering the pizza toppings, etc.!

You get PAID to do a job. If you cannot do it, move on. If you are frustrated, look for something else. But YOU owe this woman and her family a letter of apology. Hell, it doesn't cost you a thing! They didn't want free pizza or $$$ back..they wanted a letter. Guess your "ego" costs more than your pizza, eh Steve?
Why don't you suck it up and send her a letter. Betcha they'd order from you again if you did.

If that was my husband, by the way, and he heard you called me a b***h over a pizza, he'd do more than call you on the phone, that's for sure! You should appreciate that fact that this man attempted to resolve the issue without money or food...just a letter.

You don't deserve to be a manager Steve. You lack people skills, a vital part of running a business.

Brian, I give you alot of credit for showing restraint on this one! I don't think you were out of line at all. I still would inform PapaJohn's corporate office about this.

Have a great day.

I just read the post by Steve, the so-called manager of the PapaJohn's.
I find it funny that he never denies calling the woman a b***h. That is pathetic!

Please people! I am sick and tired of hearing this "don't blame me" nonsense. Is it the customers fault that your store is understaffed? I mean, hello?, are you the manager? Hire some people!! Or is it you can't hire good people because of your poor service and word has gotten around? You have two people scheduled to work? Do you usually only sell a few pizza's?

I can be sympathetic mind you, however, your post gives me the impression that you were rude from the start. If a CUSTOMER (use a dictionary if you don't know what that is!) comes in after calling in an order and is told 20 minutes, but is going to have to wait, you walk out to the lobby, tell them you are sorry that you are short staffed and that the pizza will be a.) late and b.) free. How simple is that? I'm sure you wanted to argue, because you'd have to write a report on how you were short staffed and had to give out a freebie.
Obviously you don't know how to make a schedule...luckily you aren't in charge of ordering the pizza toppings, etc.!

You get PAID to do a job. If you cannot do it, move on. If you are frustrated, look for something else. But YOU owe this woman and her family a letter of apology. Hell, it doesn't cost you a thing! They didn't want free pizza or $$$ back..they wanted a letter. Guess your "ego" costs more than your pizza, eh Steve?
Why don't you suck it up and send her a letter. Betcha they'd order from you again if you did.

If that was my husband, by the way, and he heard you called me a b***h over a pizza, he'd do more than call you on the phone, that's for sure! You should appreciate that fact that this man attempted to resolve the issue without money or food...just a letter.

You don't deserve to be a manager Steve. You lack people skills, a vital part of running a business.

Brian, I give you alot of credit for showing restraint on this one! I don't think you were out of line at all. I still would inform PapaJohn's corporate office about this.

Have a great day.

I just read the post by Steve, the so-called manager of the PapaJohn's.
I find it funny that he never denies calling the woman a b***h. That is pathetic!

Please people! I am sick and tired of hearing this "don't blame me" nonsense. Is it the customers fault that your store is understaffed? I mean, hello?, are you the manager? Hire some people!! Or is it you can't hire good people because of your poor service and word has gotten around? You have two people scheduled to work? Do you usually only sell a few pizza's?

I can be sympathetic mind you, however, your post gives me the impression that you were rude from the start. If a CUSTOMER (use a dictionary if you don't know what that is!) comes in after calling in an order and is told 20 minutes, but is going to have to wait, you walk out to the lobby, tell them you are sorry that you are short staffed and that the pizza will be a.) late and b.) free. How simple is that? I'm sure you wanted to argue, because you'd have to write a report on how you were short staffed and had to give out a freebie.
Obviously you don't know how to make a schedule...luckily you aren't in charge of ordering the pizza toppings, etc.!

You get PAID to do a job. If you cannot do it, move on. If you are frustrated, look for something else. But YOU owe this woman and her family a letter of apology. Hell, it doesn't cost you a thing! They didn't want free pizza or $$$ back..they wanted a letter. Guess your "ego" costs more than your pizza, eh Steve?
Why don't you suck it up and send her a letter. Betcha they'd order from you again if you did.

If that was my husband, by the way, and he heard you called me a b***h over a pizza, he'd do more than call you on the phone, that's for sure! You should appreciate that fact that this man attempted to resolve the issue without money or food...just a letter.

You don't deserve to be a manager Steve. You lack people skills, a vital part of running a business.

Brian, I give you alot of credit for showing restraint on this one! I don't think you were out of line at all. I still would inform PapaJohn's corporate office about this.

Have a great day.

I just read the post by Steve, the so-called manager of the PapaJohn's.
I find it funny that he never denies calling the woman a b***h. That is pathetic!

Please people! I am sick and tired of hearing this "don't blame me" nonsense. Is it the customers fault that your store is understaffed? I mean, hello?, are you the manager? Hire some people!! Or is it you can't hire good people because of your poor service and word has gotten around? You have two people scheduled to work? Do you usually only sell a few pizza's?

I can be sympathetic mind you, however, your post gives me the impression that you were rude from the start. If a CUSTOMER (use a dictionary if you don't know what that is!) comes in after calling in an order and is told 20 minutes, but is going to have to wait, you walk out to the lobby, tell them you are sorry that you are short staffed and that the pizza will be a.) late and b.) free. How simple is that? I'm sure you wanted to argue, because you'd have to write a report on how you were short staffed and had to give out a freebie.
Obviously you don't know how to make a schedule...luckily you aren't in charge of ordering the pizza toppings, etc.!

You get PAID to do a job. If you cannot do it, move on. If you are frustrated, look for something else. But YOU owe this woman and her family a letter of apology. Hell, it doesn't cost you a thing! They didn't want free pizza or $$$ back..they wanted a letter. Guess your "ego" costs more than your pizza, eh Steve?
Why don't you suck it up and send her a letter. Betcha they'd order from you again if you did.

If that was my husband, by the way, and he heard you called me a b***h over a pizza, he'd do more than call you on the phone, that's for sure! You should appreciate that fact that this man attempted to resolve the issue without money or food...just a letter.

You don't deserve to be a manager Steve. You lack people skills, a vital part of running a business.

Brian, I give you alot of credit for showing restraint on this one! I don't think you were out of line at all. I still would inform PapaJohn's corporate office about this.

Have a great day.

Steve,

You don't tell the whole story. You said you offered free pizza and coupons. I told you that I didn't want those, all I wanted was a letter of apology. You refused because feel you did nothing wrong. I spoke to your brother on the Monday after this happened, he assured me that I would be receiving a letter of apology from the business, I never received anything. I have made sure that I let everyone I know hear about the service we received from your place of business. While I am only one person, I am sure that I have had some impact on your business.

This could have all been different had you been man enough to give a letter of apology. I would have been satisfied if your brother would have lived up to his word, but neither of you have done anything. It doesn't matter though, because I have let this issue drop and I've moved on to other things in my life. Just know that you are the cause for losing at least 1 good customer.

I am the manager in question to this OP. We were extremely busy that morning, but the girl on the phone had just showed up, therefore was not aware of the situation.
She was an extremely irritable woman that saw how busy we were with only two people scheduled to work, yet wanted her order before others that had ordered before her.
As for the phone conversation with the girl, she was wrong for hanging up, and she did not know the owners phone number so that is why she could not give it out.
The husband was also very irritable on the phone as I tried to explain that what his wife was saying did not represent what actually was said, although I was thinking that very thought. The husband would not accept pizza or coupons, and would not budge on that part so the conversation was ended.
We try to provide quality customer service, but at times we can be understaffed and overwhelmed, and we are human beings so please cut us some slack.

Let me first start off by saying about the first incident I wasn't there but from what I get you don't wait one hour inside a store for your food. If I was doing that and my franchise owner was there theres something wrong with that. Our objective is to get you out in less than 10 minutes. Maybe miscommunication but thats rediculous. People are used to major conveniences during our society of todays times.

About the other previous posting I know exactly what your talking about at an apt complex. I would call you and let you know I'm there. Other drivers do in fact go back to the store b/c maybe they don't feel like waiting around, the area in that time frame something happened or the customer gives a different excuse. I've been with Big D for a number of years and seen everything.

I also answer at the buzzer.

"Its your favorite food"

A lot of drivers can't stand that question of who it is. I make it fun. A lot of drivers are also getting screwed. Ask the about the delivery charge. The companies will tell ya its for gas and other expenses as well as price increases. The last I checked with one of them they were making billions of dollars. ask them and ask them about their charities too.

But back to the first one if thats what happened I would have gone else where. You called it in and a certain time frame then thats their loss. Business is a gamble. You either win or you lose.

Training to be a shift manager at a local Pizza Hut, what you have posted is pretty much true.

Our location was rarely consistent with traffic as far as morning hours go. One day we could have it be dead as a doornail, and have a customers' pizza out in 20 minutes (including preperation time), The next day, we are doing a catering order (we served two hospitals with personal pans), along with an order for 30 pizzas for a company get together , or have 20 customers ordering 2 pies each come in all at once.

I can remember when one batch of dough we made one morning, didn't have enough oil and it came out crappy. That was 23 larges/33 mediums we lost.


The lady shouldn't have been sworn at, but how do we know that happened? Seems a little "fishy" that a manager would do that at all.
I've had some "real doozeys" of customers, but will neve EVER swear at them, no matter how much they had aggravated me.

I agree she should have recevied a free order, or comped with coupons or something to rectify the situation. The manager should have done more (maybe EXPLAIN the situation? Ie, bad batch of dough? they didn't rise? or too many orders?)

Extenuating circumstances.

Training to be a shift manager at a local Pizza Hut, what you have posted is pretty much true.

Our location was rarely consistent with traffic as far as morning hours go. One day we could have it be dead as a doornail, and have a customers' pizza out in 20 minutes (including preperation time), The next day, we are doing a catering order (we served two hospitals with personal pans), along with an order for 30 pizzas for a company get together , or have 20 customers ordering 2 pies each come in all at once.

I can remember when one batch of dough we made one morning, didn't have enough oil and it came out crappy. That was 23 larges/33 mediums we lost.


The lady shouldn't have been sworn at, but how do we know that happened? Seems a little "fishy" that a manager would do that at all.
I've had some "real doozeys" of customers, but will neve EVER swear at them, no matter how much they had aggravated me.

I agree she should have recevied a free order, or comped with coupons or something to rectify the situation. The manager should have done more (maybe EXPLAIN the situation? Ie, bad batch of dough? they didn't rise? or too many orders?)

Extenuating circumstances.

Training to be a shift manager at a local Pizza Hut, what you have posted is pretty much true.

Our location was rarely consistent with traffic as far as morning hours go. One day we could have it be dead as a doornail, and have a customers' pizza out in 20 minutes (including preperation time), The next day, we are doing a catering order (we served two hospitals with personal pans), along with an order for 30 pizzas for a company get together , or have 20 customers ordering 2 pies each come in all at once.

I can remember when one batch of dough we made one morning, didn't have enough oil and it came out crappy. That was 23 larges/33 mediums we lost.


The lady shouldn't have been sworn at, but how do we know that happened? Seems a little "fishy" that a manager would do that at all.
I've had some "real doozeys" of customers, but will neve EVER swear at them, no matter how much they had aggravated me.

I agree she should have recevied a free order, or comped with coupons or something to rectify the situation. The manager should have done more (maybe EXPLAIN the situation? Ie, bad batch of dough? they didn't rise? or too many orders?)

Extenuating circumstances.

First of all, the lady should have recieved the pizza for free with an apology. I am a store manager for Domino's and that is what I would have done. Maybe the store had a few call offs, maybe they were busy and were not expecting to be so busy. Maybe 45 people called and ordered pizza right after her. When she was at the store were the staff running about like they were rushing to get things done. If so, they were slammed and most likely understaffed do to a call off, someone being late, or an unexpected rush. If the rush was expected and there were no call offs then the manager was an idiot for not scheduling enough people.

She shouldn't have been treated so unkindly, however, some customers are very unpleasant and relentless and do like to cause a scene. I once had a customer call me every 2 minutes and call me names because his pizza had not arrived at his house on time. He did not know that I had 2 call offs and did not have the manpower to get there in less that 45 minutes. He was also drunk and belligerant. I was nice to him and gave him his order for free after all the hell he put me through.I also had a customer come back to my store and scream at me bc there were mushrooms on her steak fanatic pizza. She did not ask what was on the pizza nor did she request any toppings to be excluded from her order. It took me 5 minutes to calm the lady down. I told her I would remake her pizza without the mushrooms.

The staff at Papa John's were probably doing the very best they could do with the resources and staff available. Sometimes a pickup time is quoted and then numerous calls come in and the cook gets backed up. Pizza shops tend to staff according to the predicted demand. Sometimes the demand is often greater than the ability to serve the customer in a timely manner.The name calling was most likely unwarranted. I would never insult a customer for being upset. However, A pizza store can not purposely over staff itself just in case an unexpected rush might happen. This would not be profitable.

For the guy who orders the 5-5-5 deal and never gets his order bc the drivers can't open his gate: The person you speak with on the phone is rarely the person who will deliver your pizza. Ask for the driver who is going to deliver your pizza to call you before he or she leaves the store. This way you can give directions to your call box to them. Tell the person on the phone that the driver will not be able to get to your house unless he or she calls you first. That way the person on the phone can make a memo in the computer. And please please please....answer the phone when they call.

Steve, Papa Johns is actually pretty decent as far as chain pizza joints go. I've ordered from them coast to coast, perhaps as many as 75 different stores. I've had a few problems, but they were always minor, infrequent and remedied quickly.

But, I generally do have problems with Dominos. Maybe you can help me. I live in a gated neighborhood, and I give them explicit instructions on how to get in.

This is the way it should happen: You the driver drive up to the phone/terminal in front of the gate. You pick up the phone and punch in my code. I pick up my phone in my house and say "hello". You say "it's Steve from Dominos"
I punch in the code from my phone and you deliver my pizza.

How it usually works: I get a call around the time the pizza is due from the driver informing me that the driver he can't get in. I ask if he's at the gate, and I'm told that he is back at the store to call me and let me know he can't figure out how to call. I end up having to drive to the gate to get my pizza. Now my pizza is cold, because it's about 30 minutes late.

Why can't I train these guys how to use the gate phone?

Also, why do they go back to the store to call me?

I now pick up my own pizza Steve, and I really hate doing that because the smell lingers in my new cars for days.

What should I do Steve? My 4 year old loves the 5-5-5 deal, and I can feed him for 3 days for 15 bucks!

I work in the Phila area. First off about pizza being expensive ask them why there is a delivery charge. Its not the pizza being expensive. Don't mention my name at all. I read the first one about the woman.

1. You should never have to wait an hour for anything that is rediculous. I work for one of the other big chains and thats absolutely un called for.

2. If she had called you a b***h I would have demanded the district managers name or the franchise owner at least. If its what I think the problem is then I would have called the Board of health on top. Another thing is state your case to corporate and shove it up their a*s b/c they expect certain sales from the place.

If I had called a customer any names in the book my franchise owner would have fired me for it. I've seen things happen in this business and absolutely you deserve an apology, coupons, free discounted food for future visits.

We had a customer who had a bad day took her frustration out on me and I still took the order. She said she was never ordering from us again. Three weeks later they ordered. The phone girl should have been fired b/c the company has standards in their stores. The reason for them defending themselves is b/c they don't have a very good ratio for keeping management/employees.

Back about the part where the manager was very busy I would have called corporate and really bitched at them.

If you follow what I'm saying then you might get free food for life.

The manager in question did not attempt to make amends with the OP's wife. He just simply stated that they had done the best they could. If he could see that the OP's wife was unsatisfied with that explanation he could have offered another resolution. We do not know if the OP's wife called the manager a name first, that still does not make the retaliation right. Are we all in kindergarten now?

If we continually set our expectations, low for places that have food that is not expensive then those restaurants will continue to spiral downward. The cost of enough pizza to feed a family is not cheap anymore. Regardless of the price of the meal simple customer service should have been provided.

As an employee of a restaurant you can LISTEN to your customer, APOLOGIZE for what happened (no excuses the customer does not care about them), SUGGEST a resolution and then THANK them for allowing them to address the issue in a satisfactory manner. This is not something I just made up; I have managed a couple of different fast food type restaurant and some fine dining. The listen, apologize, thank and suggest are something I had to learn per company guidelines and then teach them to my employees. They came from the fast food restaurants and came in handy when I made the switch to fine dining.

You are going to come across people who are angry in any customer service job, treat them with respect and more than likely you will get that back. I think the manager at this particular Papa John's did not do that. I am not saying you have to take abusive behavior but I do not think the OP's wife was.

Didn't the manager of the establishment attempt to rectify the situation? He probably realized that he had stooped to the level of the posters wife and was ashamed of himself. My guess is she most likely called him a name first, and he retaliated. Then Brian the genuis demanded a written apology note. So the manager hung up on him.

And I didn't go off topic. The point is that pizza places and other cheap eateries typically have poor service, you need to set your expectations really low, and if you can't deal with the poor service go to a place that provides high quality service. I don't know if such places exist in Texas or New Mexico because my guess is that PJs is considered top shelf.

She waited over twice as long as what was quoted on the phone. For crying out loud, including her driving back and forth to the store she could have had the pizza delivered in that amount of time. I can imagine she was a little steamed at having to wait that long. They should have addressed her complaint immediately. Name-calling was a bit much too. I guess I can see where this OP is angry and should be.

R from Oregon you must be delusional? If I wait an hour in a store for pizza that should have taken only 25 minutes - it better be free with an apology! Or at minimum a sincere apology.

First of all, "pizza joints" aren't run by mentally challenged individuals. Yes, they are usually employeed with a majority of teenagers and students - but that's not mentally challenged.

Also, how do you go from ordering pizza to the Marriot? You are going off subject into into you own little world. The real point here is that no matter the price or what you are buying, the service shouldn't be that bad. I work in customer service to put myself thru college, and no matter how stupid customers get I've NEVER called them a name to their face. All over a pizza in a timely manner.. gimme a break.

To Brian(the OP), thanks for the fair warning. I'll remember that if I'm ever in Silver City.

My guess is that your wife created a rather embarrasing scene at the establishment, and provoked them into calling her a b***h. I'm sure it was well deserved.

Let's keep in mind, you're spending about 20 bucks at a pizza joint that's run by mentally challenged individuals. They can't process too many things at once. So, when they told your wife that they were doing their best, they probably were, but most likely, she kept letting into the poor saps, and they let her have it back.

Next time go to the JW Marriot(if they even have them in NM) for brunch and drop a few hundred bucks. Your wife can order the wait staff around, keep dropping her napkin, spilling her water, etc. Tell them it's your first brunch at a place that doesn't have pictures on the menu. I guarantee the wait staff won't call your wife a b***h.

Not to her face anyway.