Restaurants
Papa Gino’s and D’Angelo Grilled SandwichesHeadquarters
Complaints
This profile includes complaints for Papa Gino’s and D’Angelo Grilled Sandwiches's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:06/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Received burnt steak sandwiches on June *******. Didn't have time to wait for others to be made. The manager actually handed me them not saying anything. I took a few bites because I had taken insulin and needed to eat something. My husband didn't eat any of his. When we left I handed it back to the manager and he didn't offer a refund. My email to corporate office was answered 10 days ago but have heard nothing further. My claim # is *****. Thank you.
Business Response
Date: 06/27/2025
Good morning
This guest did contact us on 6/23/2025 regarding her 6/11/2025 experience at our Papa ****** E *********** ** location. Our Area Manager did email the guest and also requested a $15.00 reward be added to the guests account for her order however the guests rewards card is no longer valid.
The Area Manager then requested a refund for the guests 6/11/2025 order tkt 62 (guest did not provide a copy of receipt so we had to search for it) the refund was processed on 6/26/2025 for $29.05 cc ending in 8566 and guest was emailed by Area Manager again notifying them of this.
We consider this resolved.
Thank you
Initial Complaint
Date:06/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 ordered food from the Papa ****** location in ******, ************ using the Papa ****** app. They charged me $33.02 and never delivered the food. When I called the location after it was over 20 minutes late they told me it was cancelled or voided. They have charged me and not delivered the food. This company has stolen from me. They refused to deliver the food. I insist on being refunded the full $33.02 for the food that was never delivered.Customer Answer
Date: 06/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** *******Initial Complaint
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Every time I order a sub (bbq chicken and cheddar) the sub isnt filled its mostly all bread and I paid for two large subs to get barely a smalls worth of chicken. The end of the sub had nothing on it and was completely bread I feel like I was robbed.i would like my money back and they should stop doing this to people.Business Response
Date: 04/15/2025
Hi
We would be happy to look into this further and the guests request for a refund but we need additional information. We need to know the brand; Papa ****** or ********* the guest ordered from and the exact location of the restaurant including the address. Several of our locations in the ********* area are franchised and we cannot process refunds for franchised locations.
If guest could also provide the last 4 digits of the credit card used for payment.
Once we have the specific information we would be happy to look into this.
Thank you
Initial Complaint
Date:04/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Merchant placed unauthorized charge on Debit Card the day after a transaction settled.Order placed, food arrived 45 min late, food was cold, not edible. On April 4th, 2025 Customer paid $69.60 including a delivery tip and delivery charge.On April 4th, 2025 merchant refunded customer $25.45 for unsatisfactory food.On April 8th, ******* ****** is a Papa Ginos Manager, ************ Accountant placed an unauthorized charge for $12.29 onto customer's Debit Card. There was no communication the customer. Customer immediately called Merchant on April 8th to dispute the charge. The charge was not refunded.Business Response
Date: 04/25/2025
Hi
Sorry for the delayed response. We did look into this guests complaint. The original guest discount offered was calculated incorrectly and our finance department corrected that by processing the charge for $12.29 on 4/8/2025.
The $12.29 charge was refunded to the guest for order 34322580791001094 on 4/11/2025. The guest would have received an email 4/11/2025 notifying them of the processed refund.
This complaint has been resolved.
Thank you
Initial Complaint
Date:03/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 went in and purchased food at Papa Ginos and didnt realize when the employees were taking the name they were not putting the points under my name and number for rewards. I sent some messages on the papa Ginos contact us to add to my account and they were not willing to help me and just rude. The last reply I got was on 3/6/25 To participate in our program you must tell the cashier you are a rewards member to earn points please let them know going forward you are a rewards member. I informed them they should be training their employees to be adding the points and not just writing in random names on receipts when asking for a name. They dont even disclose their name in the email replies. I asked them if they added the points and they ignored the messages. I again sent a few more messages and said I would file with the BBB then and no reply. They do not care at all. You would think for a business not doing so well they would have better customer service and treat long time customers better. This isnt going to help *********** rewards number **************** I would like points added to my account for 6 receipts.1/24/25 total $10.67 1/29/25 total $9.93 1/31/25 total $9.93 2/4/25 total $7.67 2/22/25 total $9.93 2/27/25 total $9.93 And to add 1/24 was the 2 slice of cheese meal deal and I was charged $10.67 instead of the correct $9.93 I shouldnt have had to file with the BBB for the business to deliver respectful customer service.Business Response
Date: 03/17/2025
Ms. ******** has contacted us via our Contact us page on 4 separate occasions between 2/4/2025 and 3/6/2025 requesting points be added for past purchases. The points for all her requests which include the attached receipts were added on to her rewards account on 2/4/2025, 3/4/2025 and 3/6/2025 as requested and she earned a $5.00 reward which is valid until 5/5/2025. She was informed to participate in our rewards program and earn points at the time of purchase she has to tell the cashier she is a rewards member.
We are sorry however Ms. ******** was not overcharged for her 1/24/2025 order placed at 7:08 PM (as shown on attachment). Our 2 pizza slice and drink lunch specials offered at a discounted price are only valid until 5PM which is clearly marked on our menu boards and on our website.
We consider this guest issue resolved and closed and hope that Ms. ******** continues to enjoy the benefits of our rewards program.
Thank you
Customer Answer
Date: 03/17/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Was the entire 6 receipts I sent added to my rewards? Because thats not what was said. Why so passive aggressive? Theres so many pizza places I dont have to give my business here anymore and youd think with the current status of Papa Ginos they would want good customer service and business so they are not the next business to close. Please confirm all 6 receipts were added
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 03/18/2025
I am sorry if it was not clear. As indicated in the original response the points for all attached receipts (all 6) were added to the guests account when requested. She earned a $5.00 reward after all points from the 6 receipts were added and has a current balance of $4.01 in rewards and 18 points towards her next reward.
Thank you
Initial Complaint
Date:12/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
On Tuesday, December 16, I purchased two large steak and cheese subs from Papa Ginos. They did not fill the subs. A quarter of each end was not filled at all with any meat and the bread was so rock hard. I banged it up against my table and it made a loud noise. I have contacted them a few times and have not got a response I paid $23.51 I would like a refund, but theyre not getting back to me or even acknowledging me and theyre not trying to resolve my problem Can you please help me Im disabled and I count every ***** and I feel like they took advantage of me. My phone number is ************ and my name is ******* ******** plus the size of the sub was so small. It was the size of a half dollar coin, which is really ridiculous. They really ripped me off Please help Im getting nowhere with these peopleBusiness Response
Date: 01/10/2025
The guests refund was processed on 12/23/2024. This guest has ordered from us several times and each time has the same complaint and all orders with the exception of 1 have been refunded.
We will no longer be refunding this guest for any future complaints unless the food is returned uneaten to us due to multiple complaints. We consider this resolved.
Thank you
Initial Complaint
Date:06/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Absolutely unacceptable experience. Walked in to pickup the pizza I ordered and attempted to pay with cash. All I had was a $50 bill and was told I couldn't pay with it. When I explained that I didn't have my debit card with me nor do I use Apple Pay, they asked if I had any smaller bills. I said I did not and was told there was nothing they could do and refused to sell me the pizza with CASH IN HAND. The manager, ******, wouldn't even speak to me and kept telling the cashier what to say. I would like an explanation as to why, when I had more than enough to cover the cost of the pizza, it is somehow my problem that the manager didn't want to take a $50 billBusiness Response
Date: 06/26/2024
Hi
This guest also contacted us regarding his experience at our Medway location regarding the team not accepting a $50 bill for the order. His contact was escalated to the Area Manger for this location who reached out and called the guest directly to apologize for the experience and assure him it would not happen again.
The Area Manager also looked into this with the team wo at the time did not have enough large bills to make change for the $50 and reviewed with them how to handle a similar situation in the future.
This guest experience has been resolved. Thank you
Customer Answer
Date: 06/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQI was contacted by the area manager and was told they would be offering me a free pizza as resolution. However, I am not a rewards member with them so I am requesting that a gift card for that value be mailed to me physically or via email so that I may use it at a time I choose.
Regards,****
Business Response
Date: 07/10/2024
A gift card for $20.00 has been mailed to the guest as requested.Initial Complaint
Date:03/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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 a online delivery order on 03/27/2024. I purchased chicken wings and fries basket, a small extra cheese pizza, and two 20oz bottles of soda.I used the 15% off online order. My total was $37.24, I used to waitress so I always tip on the price before the discount was added ($10.00), so my new total was $47.24. Wait time wasn't bad, delivery guy was adorable and don't get me wrong the food was good. But unfortunately they forgot my French fries. It's not a huge deal but I was ******. I'm a good customer and easy to make happy. I didn't call the restaurant because I didn't want to be a pain in the **** or have to have the delivery guy come all the way back just for french fries. I went online and filled out the form they have and sent a picture. I still haven't heard from them or received a automated email saying they received my complaint and will get back to me soon. I want them to make it good.Customer Answer
Date: 03/15/2024
A team member finally emailed me and we're getting everything settled. Thank you for your help!
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
Date:02/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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 created an online order #******* and used a promo code which was applied successfully for 20% off. I then edited my cart to change one item. This caused the discount code to be removed automatically despite that making no sense and never being an issue before. Of course, I did not notice that the discount was removed and placed the order. Naturally when I realized, I submitted a request for the discount code to be honored. I was sent a reply that the promo code I used was expired and they refused to honor the discount stating I should only use promo codes directly from them. I explained that not only was the code valid (9207) on that date and was applied successfully in the cart which I saw with my own eyes, but there were several other coupons available on the same day with the same discount. I requested that they honor the discount and pointed out that I have never ordered a single thing online from them without the use of a promo code. They decided to not respond to that request and have not refunded the amount that was to be discounted which was approximately $8.13 which I need refunded. They should also fix their site so that if a promo code is successfully added, it doesnt just get removed if a change to the order is made before submitting it. I have never seen such an occurrence with any other online site. Additionally, I ordered an extra icing for .99 which they did not bring. Instead of refunding that amount they gave me a credit. I would like taht amount refunded. It is no appropriate to credit a missing item when the customer asks for it to be refunded.Business Response
Date: 03/01/2024
Hi
This guest had contacted us regarding an issue with applying a code. We did respond to guest and let him know the code he applied had expired; he would have received and expired coupon message if order was submitted containing the code, which it was not.
We did provide the guest with a $3.00 reward credit for the missing extra sauce value of .99 and let the guest know that. Since receiving the BBB complaint we have processed a refund for $1.06 per the guests request for the missing .99 as he stated he did not want the credit. He should see the $1.06 refund to his credit card for the missing sauce with 1-2 business days.
The code the guest entered was expired and invalid on the day he placed the order so we cannot refund this amount. As a one time courtesy we have added a $5.00 reward to the guests account valid for 60 days.
We have made the guest aware our valid offer codes are either emailed or sent via text to our guests who are signed up and opted in to receive these communications. Codes found on other websites other than our own or sent directly from us are not valid or authorized by us.
We are happy to accept valid codes from us and strongly recommend guest signs up to receive emails and/or text offers.
Thank you
Initial Complaint
Date:02/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
On February 4,2024 I ordered a steak and cheese sub and a Italian sub with a 2 liter Pepsi to go.When I got home and proceeded to eat my sandwich 3/4 thru I noticed a foreign object in my mouth from a bite of the sandwich upon pulling it out my mouth I discovered that the object was bones of some sort that should not had been in my sandwich. I immediately called the store and was offered another sandwich. I was appalled and refuse assuming I would get a contaminated batch. This was disgusting..Business Response
Date: 02/22/2024
We do apologize for the guests experience with the sandwich purchased on 2/4/2024 at the D'Angelo in *********** **.
A D'Angelo gift card in the amount of $30.00 (as requested by the guest) is being mailed to ********************* to resolve his experience and complaint 21246988
*********************
**************************** 11
***********, ** 02740Thank you
***********************
Guest Experience Manager for D'Angelo
Customer Answer
Date: 02/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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