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Business Profile

Pizza

Papa Murphy's International, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pizza.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 1 complaint 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:09/04/2024

    Type:Service or Repair 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.
    On August 30, 2024 I purchased two pizzas from the ************ store. I presented my coupon of which was buy one get one free. The coupon has no expiration date and no restriction on the store I may use. The store employee refused to take my coupon. Later when speaking to the manager I was told they would not honor the coupon because they cannot afford to give 50% off my order. See coupon attached. All other ******************* stores have gladly accepted my coupon.

  • Initial Complaint

    Date:01/17/2024

    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.
    Need someone from leadership @ Papa-Murphys to contact me about a franchise ripping people off. I do not want to speak to the owner of this location as he is the issue.I did not get what I ordered. I orderd 2 toppings. Due to the app, I was not able to pick the toppings. The store wanted to charge me more to add the toppings on the order that I orginally paid for. The owner refused to issue me a refund.********************* EAST ************** ************************************************************************ (480) 500-5755Order # *****************

  • Initial Complaint

    Date:06/04/2023

    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.
    On June 3rd I placed 2 orders on papa ******** website,back to back.so I was sent the 2nd order first,then because of the employee whom was very rude and VERY UNPROFESSIONAL, MY SECOND WHICH SHOULD HAVE BEEN FIRST ORDER WAS DELAYED CAUSE SHE HAD TOLD THE FIRST DRIVER THAT MY ORDER WAS ALREADY PICKED UP.SO THE DRIVER CANCELLED.I THEN PHONED PAPA MURPHYS TO GET A RUDE EMPLOYEE TELLING ME TO CALL THE THIRD PARTY MYSELF AND SEE WHAT I CAN DO.I WAS SHOCKED AND COULD NOT BELIEVE HER

    Business Response

    Date: 06/05/2023

    Thank you for reaching out - to leave feedback for the owner and **** of you local ********************* franchise - please visit is here: www.papasurvey.com.  Thank you.

    Customer Answer

    Date: 06/06/2023

     
    Complaint: 20142662

    I am rejecting this response because:ive done the survey and received a discount of 20% not at all worth the experience I had

    Sincerely,

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

  • Initial Complaint

    Date:03/13/2023

    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 ordered papa Murphys pizza, and when it was delivered the order was damaged due to it being handled so carelessly, I contacted the store no answer. Went to the website and tried to do the chat and no one was available, found the number and called during business hours no answer no matter what day I called it goes straight to voicemail. Emailed them And was told I would get a refund and a response from the store owner in 2 business days a week passed and when I emailed them again they ignored me and refuse to respond. If you order from them pray you get your stuff correctly cause they WONT refund you. And its impossible to even get them on the phone.

    Business Response

    Date: 03/14/2023

    Hi! We're sorry for your experience - please reach out here ************************************************ for a status update on your issue from one of our live Brand Ambassadors.  Thank you!

  • Initial Complaint

    Date:02/09/2023

    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.
    Today I ordered pizza from the central point location and when I went to pick it up they forgot my bread and even though it was on my receipt they tried not to give it to me. When I got home I also realized the the container or marinara sauce was basically empty. On top of that the the cheese bread said best use date by 2/8/2023. Which was yesterday. I am not a happy camper right now and this is by far the worst service I have gotten ever a papa Murphys.

    Business Response

    Date: 02/20/2023

    Hi! for assistance on a refund from one of our franchised locations - please visit us here to chat with  a live Brand Ambassador.  ************************************************

  • Initial Complaint

    Date:01/11/2023

    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.
    On 1/10/2023 I ordered a pizza as I often do. The product and service were excellent, as usual.The next morning I received an invitation to take a survey on my experience and was offered "*****% off your next order of $25 or more."After taking the survey I received a code with lots of limitations on the 25% offer. "Get 25% off your next $25 Order*". "Offer valid with $25 minimum purchase of regular menu price items online and in store at participating locations within 30 days of survey completion. Excludes FAVES?, XLNY? and Specials. Not valid with any other offers, promotions, or discounts."The invitation to take the survey did not have any limitations on the 25% off the next purchase except a minimum of $25. This is clearly less than candid and honest, at best. And purposefully manipulative and misleading at worst.Images of emails are attached

    Business Response

    Date: 01/12/2023

    Thank you for your feedback regarding our survey offer.  We will certainly look at making changes to make the offer more clear in the future.  Thank you for reaching out to Papa Murphys

    Customer Answer

    Date: 01/12/2023

     
    Complaint: 18721481

    I am rejecting this response because:

    This says that will look into it. 

    "We will certainly look at making changes to make the offer more clear in the future."

    This is not acceptable.  A decision on this is appropriate.


    Sincerely,

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

  • Initial Complaint

    Date:12/22/2022

    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.
    On several occasions I have ordered online. I've been told a time to pick up my tale out order. When I get there I am ignored, even though I have already paid. The order is never ready at specified time. I always have to wait at least half an hour for an order that already set a time for me to pick up. It is false advertising in my opinion.

    Business Response

    Date: 12/23/2022

    Hi! To reach out to your local franchise regarding your speed of service issues - please visit us at www.papasurvey.com and request follow up from you local store owner or repesentative.  Thank you

  • Initial Complaint

    Date:09/25/2022

    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.
    Two weeks ago, I used the Papa Murphys app to order a pizza from their *********, ********* location on **************. Immediately after that, an employee called me to say that theyd be canceling my order and issuing a refund because the store was closing early that day (at 5PM on a Friday). Ive been going back and forth with their corporate offices since that time, and I still havent received my refund. The corporate office is saying they cant reach the managers of the ********* store. They still owe me $16.87. Yesterday, I decided to leave a one-star ****** review about my experience, and I noticed that several other people have had the exact same experience (attached). It seems like they are running some type of scam that should be investigated. I have also contacted the local police department for their recommendations.

    Business Response

    Date: 09/26/2022

    THanks for reaching out!  We have escalated this to our Brand Ambassador team.  They will work with the owner and local representatives to provide a refund if one is required.  FOr follow up on your case - please visit www.papamurphys.com and use contact us or live chat in the FAQ's to check the status on your case.  

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

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