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Business Profile

Pizza

Papa John's International, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pizza.

Complaints

This profile includes complaints for Papa John's International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Papa John's International, Inc. has 28 locations, listed below.

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    Customer Complaints Summary

    • 221 total complaints in the last 3 years.
    • 83 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I don’t know why it takes this long to delete/close an account I haven’t even had a email confirmation and I’m exercising my ******* ******* **** ** ****** to be forgotten

      Business Response

      Date: 07/30/2025

      Thank you for the feedback. We have received 4 different request and all have been submitted and will be completed by 8/5/2025

      Customer Answer

      Date: 07/30/2025



      Complaint: ********
       

      I am rejecting this response because: I haven’t heard from Papa John’s about closing/deleting my account until then NO



      Sincerely,



      ****** ******

    • Initial Complaint

      Date:07/14/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order at 8:17 and noticed at 8:23 I made a mistake and called the store directly to fix it. I informed the woman on the phone about the mistake about ordering two papadis when I just needed one and one pizza! She informed me she will fix the error but when I pick up the pizza she states she can’t do anything about it???? Why didn’t she inform me of that on the phone. I will never order from papa John’s again and I really LOVE their pizza. I ordered from **** ****** ** ********* ******* ****** This store has a HORRIBLE google review and I have had problems in the past but this takes the cake! I have attached both when I placed the order time and when I called.

      Business Response

      Date: 07/14/2025

      Thanks for contacting us and for sharing
      your feedback.  Our goal is to always
      provide not only a superior quality pizza but also a World Class Customer
      Experience to our customers.  

      Thank you again and have a great day.

    • Initial Complaint

      Date:07/14/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CURRENT ORDER - ********** ********* This is the SECOND TIME in a ROW that I haven't been given the 10 sauce cups I ordered. I filed a complaint maybe two weeks ago for the exact same reason, plus the pizza was wrong in that order. This is ridiculous. You've now essentially stolen $20 from me, and I will be filing a BBB complaint. I want all 20 of those sauce cups from this order AND from July 1st 2025 ($90.35) refunded IMMEDIATELY. This is BEYOND unacceptable, and outright theft. PAY ATTENTION TO YOUR ORDER DETAILS.

    • Initial Complaint

      Date:07/02/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for food. The food was utterly disgusting. I took a photo and left a review. The manager or person in charge contacted me via email only not to resolve my issue. I gave him my order and the amount paid and then communication stopped. The order was prepared incorrectly, the food was not tasteful. The service in store was inconsiderate because I was rushed out and lights were turned off @ 9:40pm even reading the store closes at 11pm.

      Business Response

      Date: 07/08/2025

      Thanks for contacting us and for sharing
      your feedback.  Our goal is to always
      provide not only a superior quality pizza but also a World Class Customer
      Experience to our customers.  The notes on the store complaint states a refund was submitted on 7/6/25.


      Thank you again and have a great day.

      Customer Answer

      Date: 07/08/2025



      Complaint: ********



      I am rejecting this response because: I was not fully refunded. I used a papa John’s gift card and a debit card which only one has been given back. I am requesting a full refund not a partial. 



      Sincerely,



      ******** ********

      Business Response

      Date: 07/30/2025

      We would need more information to be of further assistance.  We have not been able to locate an order placed online for the phone number nor email address listed on the BBB complaint and the store complaint. We show an rewards account created on 6/29/2025, however no order history.

      Customer Answer

      Date: 07/30/2025



      Complaint: ********



      I am rejecting this response because: I am waiting for **** the store manager to refund my papa John’s gift card. He stated he ran into issues. This gift card was used in part with the total order. Please issue me a new gift card for issue to be resolved. 

      I have attached the email sent to him.

      Sincerely,



      ******** ********

      Business Response

      Date: 08/04/2025

      We have reached out to the manager and processed a refund to the Gift Card.

       

      Thanks and have a Great Day!

      Customer Answer

      Date: 08/04/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.




      Sincerely,



      ******** ******** 

      ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

    • Initial Complaint

      Date:06/30/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May Concern:

      I have lived in Ofallon MO for about 2 years, such that I have done business with Papa Johns several times. Today, I placed an order for a one topping pizza and wings, order number ***********. When I arrived, the store longer exists at 929 State Road Ofallon, MO. It seems they have closed and relocated. I took pictures while I was there.

      After words, when I got home, I called the number associated with the address and spoke with the somebody. He was extremely rude to me when I called communicating where is the store as the Papa Johns off of HWY K is closed and no longer exists. He smarted off saying he has been here since 9am. Then he starts shouting at some other guy asking how long he has been at the store. He was very horrible to me, as I stated, I was there and there was nobody at the store where it shows its closed. I communicated I took pictures.

      There is NO Papa Johns Pizza at said location anymore!

      I called customer service and explained the situation. Customer service said they have to call the store manager. I re-communicated my experience with the store manager.

      Horrible customer service, lost my business, such that I will goto ***** *** instead, they have signs and do NOT have restaurants closing!

      Please reference the pictures, thank you.

      Business Response

      Date: 07/11/2025

      Thank you for taking the time to provide us with your feedback. On
      behalf of Papa John’s, we would like to apologize for the inconvenience you
      encountered. Our goal is to always provide not only a superior quality pizza
      but also a World Class Customer Experience to our customers.  We show the order was cancelled and
      therefore the authorization for the charge was reversed. 


      Thanks, and have a Great Day.

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I got an email from Papa John to complete a survey then I would get free Cheese Sticks with the next order. It's been over a month and I haven't gotten anything. Reached out to customer service there was no help...

      If possible, I would like a $25 dollar credit for the issues they have caused me and my time wasted to make this complaint. I eat papa johns a couple times a month.

      Business Response

      Date: 06/24/2025


      Thanks for contacting us and for sharing
      your feedback.  Our goal is to provide an
      enhanced ordering experience with our customers and appreciate your feedback. We have added a free cheesestick to your order Papa Rewards.

      Thanks, and have a Great Day.

    • Initial Complaint

      Date:06/11/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      04/24/2025
      1-Topping Carryout Special
      Large Original Crust Create Your Own Pizza
      Whole Toppings: Spicy Italian Sausage, Pepperoni
      Sauce: Original Pizza

      After previously trying to have a pizza delivered from papa johns i chose not to use their delivery service again and chose to pick up my next order. I contacted Papa Johns customer service department at phone number : *************** I expressed to this associate that I ordered this pizza a few weeks ago and the delivery driver never showed up. I advised that I took an uber to pick up my pizza seeing that the last delivery attempt at the previous store was not a success. I took an uber to the location to pick up the pizza. The pizza was not ready. I wasted money on my uber cause I had to wait and call a new uber to take me back to my residence. When the pizza was finally almost done I needed to call a new uber to get home. When I received the pizza it was burnt around the edges. Seeing the fact that I already called a second uber I had no choice but to walk away with a burnt pizza and pay for it cause I needed food for my family.

      A manager was put on the phone and told me that he himself " named Larry " would call the stores directly and give me a call back in 1 hour. An hour passed and I did not get a call. I called back and while I was speaking with the next associate I was told that the managers were in formed. I then got a call back a few minutes later and told that there was nothing that they would be able to do to help.

      Now I would like my money refunded and my pizza re-made and delivered to me within the Dallas Fort Worth Area of my choice.

      Business Response

      Date: 06/13/2025

      Thanks for contacting us
      and for sharing your feedback.  Our goal
      is to always provide not only a superior quality pizza but also a World Class
      Customer Experience to our customers. We show compliant was submitted to the store  on 6/10/25 and the the District Manager emailed a complimentary pizza code for the inconvenience.

       

      Thanks and have a Great Day!

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Papa Johns account was cancelled without my consent

      On May 17th 2025 I called Papa Johns Coporate because my Papa Dough account balance was $8 while the account history showed the Papa Dough account to be $16. I spoke with customer service rep ****** and emailed photos of my account screen to help him escalate the issue to his team leader. ****** stated I would be notified via email or phone call once the issues was resolved, I was never contacted with an update/resolution


      On May 19th 2025 To follow up I emailed Papa Johns with screen shot of a promotional email from Papa Johns that shows my Papa Dough $16 circled in red. Stating I look forward to hearing from Papa Johns soon so that I may resume use of my Papa Dough and earn papa rewards/points


      On May 28th 2025 Although never notified by Papa Johns I notice my Papa Dough amount is back to $16. I go on to place a pizza order using $2 in Papa Dough, thinking my account issues have been resolved

      On Jun 1st 2025
      1st call - I call Papa Johns Coporate and speak with ***** after being unable to access my Papa Johns account, after attempts to reset the password and log in by ***** she states that she can't log into the account because my account has been deactivated (without my consent). She states that I deactivated, to which I clearly state I did not deactivate or give consent to close my account.

      2nd call - ***** calls back after more probing stating on May 17th a request to deactivate my account was initiated (The day I spoke with Rep ******) I again clearly state I did not give consent nor request my account to be deactivated at any time while speaking with ******. ***** goes on to state if I open another account, I cannot use my previous email and would have to establish and create a new email with the new account.

      Requested Resolution: Restore my account, email use and papa dough of $16

      Business Response

      Date: 06/05/2025

      Thanks for contacting us and for sharing
      your feedback.  Our goal is to always
      provide not only a superior quality pizza but also a World Class Customer
      Experience to our customers. The account has been reviewed and corrected.


      Thank you again and have a great day.

      Customer Answer

      Date: 06/05/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Thank you Better Business Bureau for all your help!!

      Thank you Papa John’s for your quick response to review and restore my account!!



      Sincerely,



      ******* ****** 


      ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted Papa John's about replacing the two codes they gave me that don't work, and everytime I've called, they tell me that it got sent up to upper management, and they will contact me, yet they never do

      Business Response

      Date: 05/28/2025

      Thanks for contacting us and for sharing
      your feedback.  Our goal is to always
      provide not only a superior quality pizza but also a World Class Customer
      Experience to our customers.  We would need the codes and the store location to be of further assistance. 


      Thank you again and have a great day.

      Customer Answer

      Date: 05/29/2025

       

      Complaint: ********



      I am rejecting this response because: 
      I've tried to contact your customer  service, and they keep telling me someone will call me. This been going on for months. So your telling me that you haven't  heard about this issue, after  all these months?





      Sincerely,



      **** *******

      Customer Answer

      Date: 06/20/2025

       

      Complaint: ********



      I am rejecting this response because: 
      They asked about the codes, and l sent it in




      Sincerely,



      **** *******

      Business Response

      Date: 07/01/2025

      Promo codes can apply to one location and or multiple locations. Therefore, we need the store location and promo codes to be of further assistance. We would be more than happy to assist you, however we would need this information to be of assistance.  

       

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Papa Johns has refused to return contact from leadership down to the store level. Speaking with the manager on 4/16/25 around 1:08, the manager refused to take accountability for the poor quality pizzas and insisted that I need to make any issues known before I take a "carry out" order home. This is obviously not feasible and the manager instead offered 50% off a future full price order rather than compensate for this order. In addition to this, the store refused to accept a gift card for payment and forced me to pay with my personal money rather than the gift card that was valid and useable. I am willing to pursue this as far as I need to correct the issue for order ********** for 55.16 at the * ******* ** ***** ** ********** **

      Business Response

      Date: 06/10/2025

      Thanks for contacting us and for sharing
      your feedback.  Our goal is to always
      provide not only a superior quality pizza but also a World Class Customer
      Experience to our customers. We will look into having this complaint addressed.  We have a few questions regarding the complaint.

      What was the quality issue with the pizza?

      What was the reason for not accepting the Gift Card?

       

      Thank you and have a Great Day!

      Customer Answer

      Date: 06/11/2025



      Complaint: ********



      I am rejecting this response because: there was a quality issue with the pizza and the manager of the store refused to compensate for this. The issue pertaining to the gift card was simply because the employees could not figure out how to use the system I assume. 



      Sincerely,



      ****** *****

      Business Response

      Date: 06/16/2025

       We apologize for the inconvenience, however with the information provided we are not sure how we can be of further assistance.  Quality issues have been mentioned multiple times without details.  We would need the gift card number to confirm the details of the gift card balance.  Therefore, the managers compensation for 50% off sounds like a reasonable resolution.  

       

    Papa John's International, Inc. is NOT a BBB Accredited Business.

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