ComplaintsforPapa Murphy's International LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  tryed called ,will not answer calls ,he said he is to busy ,phone ringing when i was there and did not answer that call , i was the only one in store , tryed to order onling , mandatory to leave a tip or order will not go thur online , drove to the store , no one said hello , no one made eye contact , no one said thank u when leaving very rude , phone rang and rang missing many orders

  Business response

  04/01/2024

  Hi! For assistance on an issue at your locally owned store -  please visit us at www.papasurvey.com.  Thank you.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2/25/24. Ordered Pizza (3 total)They took over 30 Minutes (asked for ASAP)Let them I needed to come back. Was yelled at.When I came back, Pizza were sitting on a table that everyone grabs and go,With me gone for almost two hours they didn't put in the fridge.Asked them to remake they refused.I asked how long can this be out they said 2 hours Asked for a refund refused Contact Supervisor on Monday- I have a recording saying tht ******** credited my account. Advised to wait 3-5 business days.Never got a credit. Went to bank and they investigated and this is denied due to recover funds not being done.The supervisor said well " I don't know what to tell you.My bank advised me to contact company.I want my money back. No product in hand.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  02/13/2024 I tried to use my slice birthday award for an order online. It didn't work so I called my local Papa ********. I was told that because it was a Tuesday so I couldn't use my bday reward online but she could take my order over the phone and then pay on site and apply the reward there. I ordered the **** sausage and pepperoni. She said that since the pizza is only 9.99 right now I would still have $6 to spend and would I like to add anything else. I said I would make that decision when I pick the pizza up. When I picked the pizza up I was told something completely different. This person said that I couldn't use myslice bday reward for this pizza. After some bickering about what I was told on the phone she agreed to letting me get the pizza with my reward but it would now cost me the entire $16 Dollars. I'm very disappointed about this situation I have had problems with this store in the past but had never complained. Why aren't all employees schooled about the rules of rewards etc.? I just think that this particular store should provide better employee training. Oh yeah, and I would actually like a free pizza. Thank you.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I placed an order at a different location than I usually do for the first time using the app on 12/29/2023. An employee from the store called me to tell me they did not carry the gluten free crust I had ordered. I asked them to cancel the order, they said a refund would be issued in 3-5 business days. The refund was never issued. Once that time frame had passed and I called the store to ask about the refund, the phone rang endlessly and eventually I found that this location had closed. I submitted a request online and spoke with a brand ambassador named **************** who told me that they would ask the store owner to contact me and issue a refund. I do have a case number. At this point it has been almost a month, I have not received my refund, and no one from the store has contacted me. I emailed him again asking how to go about getting this refund when the store location is closed. **************** is no longer responding to my emails. I cannot call the closed store. Its been insane how troublesome this has been. *** spent hundreds of dollars at papa Murphys ordering from a different location and never had a single problem until now. I still need a refund for the food that I never received almost a full month ago. I have attached screenshots of the saved transcripts from my intial chats with **************** as well as screenshots of our email exchange showing that he has stopped responding. Ive also attached a screenshot from your website showing the location is now closed. I have also attached a screenshot showing that I attempted to call the store multiple times during business hours over the course of a few days and had to cancel my calls as no one answered.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Papa Murphys Store at ************************************** **************** ** *****. I attempted an online order, where the system failed during credit card entry - I tried 4 times. I then called the store explaining and they said they could take the order via phone. Website clearly states XL pizza for $9.99 ( I ordered 2), and medium value pizza $6.99. My son picked this up, and when I saw the receipt I was charged $2 dollars extra for each XL pizza, and $3 dollars extra for the medium. A total of $7 overcharge. I proceeded to call the store assuming they could correct this. The employee was very rude and short, and insisted his prices were correct, and hung up on me. I called again and again was hung up on, with no answers. I realize stores may have staffing issues, but that does excuse rude and unprofessional employees, We are regular customers and I would expect you to make this right.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 2, **** I went to store #*** in ****************. Looking at the menu board posted in the store, I selected my items - two family-sized Cowboy pizzas. While waiting for my pizzas to be prepared, I looked at my invoice and noticed that I was not charged to amount on the menu board, but a higher amount for my items. The board stated $17.99 per pizza and I was charged $21.99 and $20.99 per pizza. I asked the manager on duty at the time and he stated that "oh, the board needs to be changed". I asked shouldn't I be charged the price for the food that was advertised, and he again talked about how the board needed to be changed, dismissing my comments. I do not think this is an acceptable practice for any business! Needless to say I am not at all pleased or impressed with the way I was treated that day.I am a fairly regular customer and enjoy your products very much. By the way, the food was excellent! Thank you for your consideration of my comments.Sincerely,*******************

• Initial Complaint

  12/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On multiple occasions now, I have had problems with the store in ********, *********. I placed an order that was not fulfilled remotely close to on time on 02/14/22 and 10/31/23 and 12/02/23. On 10/31, the order was not fulfilled at all. I needed to go back to the store in order to receive a refund. I will not be returning to this store, but Id like a refund for the waste of my time three times now. This keeps happening every time that I go to this store and no other locations Ive ever ordered from in the past have had this issue. I have attached my order receipt and my order number for reference is #*****************.Thank you, *******************

  Business response

  12/13/2023

  Hi! We're sorry for your recent visits.  To being the refund process - please reach out to one of our live Brand Ambassadors using the chat feature at www.papamurphys.com.  They will be able to assist you with initiating your refund request.

  Thank you

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Just voicing my displeasure of the practice of adding a 15% tip to an online order automatically. Default this garbage to 0% and I'll decide based on some exceptional service. Thank you. Pretty scammy behavior if you ask me for a company that has no dine in service.

  Business response

  12/01/2023

  Thank you for your feedback!

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order online on 10/20/23 a Papa All ********** and a Grilled Garlic Calzone. What made me order another calzone as I tried it and liked it. Well, this entire order was a complete failure on ****************************** location. The calzone was so thin, that it did not rise at all and this time, it had 3 opens in the top. I baked the pizza and the bread didn't rise at all. I tried calling the store and NEVER an answer as this is not my first time with issues at this particular location. I sent an email with the horrible appearances of both the calzone and pizza and still to this day, no answer. We ordered a pizza late evening yesterday for pickup and called to let them know that we were stuck in traffic, again, no answer. Another occasion, I called because they forgot my Monkey bread and I had my husband in the store, and the phone just rang as he was there and so I called back to my husband and he asked for a manager/shift lead while I was on the phone and the guy took the call from my phone. This location has no customer service skills at all and its really disheartening because I love it when the pizza is made right but to have as many issues as I have had with this location, I think I need to consider taking my business elsewhere. We try and order weekly but after last night, my husband came home from picking up our ********** and asked if I knew the corporates phone number because the employees are not well mannered at all and definitely shouldn't be the eye for this location. No sense of urgency and bad attitudes. Order #*****************. You can look up by my phone number or name and see that I order regularly but I think its time to make a change. That ******** location needs to be retrained in all aspects of that business.

  Business response

  11/02/2023

  Hi! We're sorry for your experience at your local Papa Murphys franchise. To leave feedback for the owner and request follow up - please visit us here: www.papasurvey.com

   

  Thank you!
  Marni

  Customer response

  11/09/2023

  I was sent an email but there was no resolution to my complaint. Their excuse was they have been short handed and is working to fix the issues. There was no can I comp you a meal or give you back your money. 

  Business response

  11/13/2023

  Hi! We're sorry for your experience in receiving resolution on your unsatisfactory visit to a local franchised store.  For further assistance - please reach out to one of our Brand Ambassadors via Live Chat at www.papamurphys.com and they would be able to get any necessary information to communicate with the local store owner and team.  Thank you for reaching out. 

  Customer response

  11/13/2023

   
  Complaint: 20814676
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* ******

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This happened on 10/31/23 at papa murphys in *********, **. $12.99 is how much the pizza cost with a $6 coupon for the cheese bread.I place the order online and the app says it will be ready in 35 mins, we show up, pay for it and the guy says its gonna be another half hour; thats understandable, its Halloween. We swing back 35 mins later and they ask my name now keep in mind they just said they werent gonna take any more walk-ins. I tell them my name and added that we ordered over an hour ago. Another staff member says no he didnt, i just saw him. Not saying a word, i show her my phone which had the time on it, her reply: you dont have to be rude, go sit back down! That wasnt me being rude, rude would have been describing her work habits, her appearance, her assumptions along with her poor attitude i said nothing, just showed her my phone. Trying to be understanding, once again, I sit down and wait. The store manager comes out and asks if I want a refund, I ask her have they even started making our pizza yet, she says that she doesnt know. She then starts to vent Ive been working here for 12 hours straight, that she didnt want to be there, she picks up a stack of receipts shaking them saying its Halloween and its been non-stop!Im sorry, but just because youre busy doesnt give you the right to be rude and hostile to your customers. Customers are NOT a venting outlet or someone to put down. She yelled at me with my son present and in front of a room full of people. Unprofessional does not begin to describe my experience with establishment.

*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. ↩