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Business Profile

Restaurants

Papa Murphy's International LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 5 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:08/04/2023

    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.
    Cookie dough discontinued. Very disappointed. This was a family favorite and main reason to go to Papa Murphys.

    Business Response

    Date: 08/07/2023

    Hi! Thank you for reaching out.  Our cookie dough is temporarily on hold but should be back in stores soon.  We're sorry for the inconvenience and hope to see you again soon!

  • Initial Complaint

    Date:08/03/2023

    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.
    Order my food close to 5 PM got to the store at 6 PM. My order said it will be ready at 5:23 when I got there they took over ******************************************************************************************** that my pizza was not ready. I asked how is that my order is not ready I order online a while back and I was already there Way after my pick up time the manager got very aggressive disrespectful in front of a lot of customers I asked why my pizza was not ready and she said what the h*** you want me to do? I had all these orders and I looked at her and I said well can I get a refund and she said yes, whatever Ill give you a refund and I said well can I get a receipt of my refund she stopped and she looked at me and said, does it look like I have time to give you a refund right now you will receive a refund in three days she never asked for my name she never even care she did not apologize . I I looked at her and I said why are you treating me this way I dont like your attitude. Why are you acting like Im at fault Im just asking for a refund , I worked at fast food GM for over five years. I have never in my life encounter a manager treating customers like this. I understand that sometimes you run out of time and theres way many orders and theres so much you could do but the at least that what she could have done was be polite and say hey Im sorry let me get you that refund instead she yelled very unprofessional and to this day I still have not received my refund. I do not want to put a foot in that store because I am very upset. I would like to know what you guys could do about it. This was on the ***********,, ********** location and in 336st and this is a question for corporate. I do not understand what is the whole point of ordering online? If when you get there, you still have to wait even more that when you order, online Thank You! For your attention hoping hearing from you soon.

    Business Response

    Date: 08/04/2023

    Hi! We're sorry for your recent visit to your local Franchised ********************* location - please reach out to the local owner here: www.papasurvey.com to provide feedback on your recent experience and to request follow up from the owner.  Thank you for reaching out.

  • Initial Complaint

    Date:08/02/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    7/28 order #********* I placed a order for three pizzas one was a meatball pizza and it was labeled calzone. On line it appeared as a pizza not a calzone. The store wrapped all 3 up several times with plastic wrap so I sent the whole delivery back with the driver. I called the store and explained what I did and why they said it was door dash issue and hung up. I called back the hung up on me again. I went to the website and spoke to someone on chat the said it was a door dash problem. I called the store back and asked to speak to a manager and the manager refused to get on the phone and the person hung up on me again. I called Door **** they sent a message but could not get in contact with the store and said that because I paid through the Papa ******** app they could not give me a refund. The total was 61 dollars and some change. I didn't get food replacement or my money back. I then went to the Door dash email they sent me and sent a email to customer support on 7/1 for Papa ******** and they blocked ?? me. I am owed a refund.Thank you for your time

    Business Response

    Date: 08/02/2023

    Hi! Thanks for reaching out - we're sorry for your experience at your local franchised ********************* location. To obtain assistance from one of our Brand Ambassadors -  please visit us here to Live Chat or fill out a request for assistance:  ************************************************

     

    Customer Answer

    Date: 08/10/2023

    Hi my complaint hasn't been resolved.  I was given a link to a brand ambassador. I completed the email and am now waiting on response. 

  • Initial Complaint

    Date:07/30/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    We have ordered from ********************* Pizza for many years and have never had any problems...until Friday, July 21, 2023. Roughly ***** minutes into the cooking process the tray that is provided with the pizza and is to be cooked on caught fire in my oven. Black smoke was billowing from my oven and filled my kitchen. If it wasn't for the quick thinking of my son, who is also a police officer, my entire kitchen or house would have been engulfed in flames. That same evening I called the store location that I purchased the pizza and filed a complaint on the corporate website. What we have discovered since this incident is we are not the only customers this has happened to. In fact, a neighbor on our community ******** page stated it just recently happened to them as well. A quick ****** search shows this has been happening to several people for quite sometime. This is appalling and so dangerous. ********************* has only wanted to give me a free pizza coupon - this is completing unacceptable. I do not even have a functioning oven to cook a free pizza in. Furthermore, the instruction slip they provide with pizza does not contain any warnings, **********, etc. that the tray may be flammable. My oven is ruined and now there is no further communication from Papa ********. Can you please assist?

    Business Response

    Date: 08/04/2023

    Good morning - we are very sorry for your recent experience.  If you would like additional assistance, please reach out to our Brand Ambassadors at FAQ | Papa Murphys Pizza (papamurphys.com).  They can assist in obtaining photos and information regarding any potential additional damage.  Thank you for reaching out.

    Customer Answer

    Date: 08/06/2023

     
    Complaint: 20398096

    I am rejecting this response because:

    I have already filed this complaint the night the fire occurred and it was assigned case #********, and there has been no resolution or attempt of a resolution. Did ********************* not even research this prior to responding.

    **************** , Brand Ambassador, was "assigned" and has emailed a couple of times, and the only thing he offered was a code for a free pizza and if I want a refund for my original pizza purchase to go back to the store. I advised **************** this was already done but he now refuses to respond.

    I also received an email from Area Supervisor, *****************************, on July 23rd and she stated she will get with the store employees and "advise them that their action was unacceptable" and requested my address so she could send a free pizza coupon.  I responded to her and stated I was confused by that statement, and that a free pizza coupon will respectively not resolve the complaint and again reiterated that my oven caught fire from the tray provided to cook the pizza on and requested a resolution with my oven. I do not have a functioning oven to cook their free pizzas in!  NO further response has been received from *********************

    On July 30, 2023, I emailed Supervisor ********, Brand Ambassador ****** A., as well as the franchisee owner L&H Arizona ************** *****************, again requesting a response and resolution to my oven and to date NO RESPONSE FROM ANYONE!

    I have already obtained a refund for the original purchase and the store personnel advised there was nothing further they could do for me since the trays are from a corporate vendor and I would need to pursue resolution with corporate.

    This is absolutely shocking that no one is willing to respond and assist especially with the severity of situation. 

    Hence, my BBB complaint. 

    Sincerely,

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

    Customer Answer

    Date: 08/06/2023

    Additionally, in the original complaint I submitted on ********************* main website, their compliant #********, I advised that I had photographs, but to date no one (neither Brand Ambassador **************** nor Area Supervisor *****************************) has asked to see them or request to have them provided.

    Thank you again, 

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

    Business Response

    Date: 08/09/2023

    Hi! We are sorry for your experience in finding resolution for your recent issue.  We have escalated this issue to our Brand Ambassador team to follow up with more information.

    Thank you for contacting *********************

    Customer Answer

    Date: 08/11/2023

     
    Complaint: 20398096

    I am rejecting this response because:

    There has been no resolution or attempt of a resolution from Papa ******** or the franchisee owner. It is now 21 days that we are without a functioning oven and it is impacting our home and family. 


    Sincerely,

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

    Business Response

    Date: 08/21/2023

    thank you for reaching out - our corporate director of quality assurance has taken over this case and will be responding to the consumer directly

    Customer Answer

    Date: 08/21/2023

     
    Complaint: 20398096

    I am rejecting this response because:

    I had communication with ***************************** last Monday but no further communication.

    It has been 1 month today since the fire occurred and still no functioning oven.


    Sincerely,

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

  • Initial Complaint

    Date:07/18/2023

    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.
    Went to take advantage of free large pizza for my birthday . Showed them offer that ends July 21st . Even though the offer clearly shows my gmail account . And I offered to show them my drivers license with picture and birthdate .they claimed they couldnt verify my birthdate or if offer was still valid even though I showed them the offer on my cell phone . So they refused to ***** the offer

    Business Response

    Date: 07/19/2023

    Hi! We're sorry for your recent experience at your local franchise location - reach out to our Brand Ambassadors here and they can assist you in redeeming your birthday reward:

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

  • Initial Complaint

    Date:06/27/2023

    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.
    WE ORDERED THE **** GRANDE IN **********. THE GUY WAS SUPER NICE AND THE ***** IS CLEAN. HOWEVER, THE ***** IS NOT WHAT WE EXPECTED NOR WHAT IT TASTED LIKE. MISSING THE REFRIED BEANS MADE A HUGE DIFFERENCE IN THE TASTE. WE ORDERED THE **** BELL GRANDE F = $15.99.

    Business Response

    Date: 06/28/2023

    Hi! To leave feedback for the Papa ******** franchise you visited, please go to www.papasurvey.com  Thank you!

  • Initial Complaint

    Date:06/14/2023

    Type:Customer Service 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 online for a family size pizza and bread sticks for $25. My husband picked the order up and they gave him the wrong order and charged him $60. They will not refund my money for either order without ** returning the $60 order and then returning to the store in the morning when the manager is available. We ******* min away and are going out of state tomorrow. We didnt even get the family size pizza and breadsticks for $25 and they wont refund that either even though they didnt give ** the food.

    Business Response

    Date: 06/15/2023

    Hi! We're sorry about your visit to your local franchised ********************* - you can chat with a live Brand Ambassador here and we'd love to try and help ************************************************

  • Initial Complaint

    Date:05/17/2023

    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 reached out to my local store seeking assistance on how to update my payment method on the papa Murphys app and was told they could not assist with that. I asked if they could direct me to someone who could and again they denied that they could assist with this. I have searched online to find ways to edit my online payment options and remove my old debit card and update to my new one with absolutely no luck. I found a papa Murphys contact message option and send a message seeking help and that was 2 days ago and have yet to hear back from them as well. I have never had this much trouble trying to update a payment method on an app or with any other company ever. Just doesnt make sense that I cant get someone to help or confirm what needs to be done. I was just told that I will have to come in and order making the option to order ahead online not an option due to my payment method not being updated.

    Business Response

    Date: 05/18/2023

    We're sorry for your visit - our team of Brand Ambassadors can assist you with the app and ordering online: Chat with one here: ************************************************

  • Initial Complaint

    Date:05/09/2023

    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.
    I placed an online order and was told it would be ready in 30 min. 1 1/2 hours I am still waiting! This is ridiculous! It seems like this Paps ****** is getting worse and worse!

    Business Response

    Date: 05/10/2023

    Hi! To leave feedback for your local Papa Murphys please visit us here: www.papasurvey.com

  • Initial Complaint

    Date:05/09/2023

    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.
    Fired without reasoning and f*** made it for the other employees, and still had me coming in now when they are fire me i dont think this is ok at all didnt give proper training

    Business Response

    Date: 05/10/2023

    Hi! For labor related issues associated with your area franchise - please contact your local franchise owning group directly or your local labor department.  Thank you.

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

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