15:00 minutes waiting on hold..... now, I'm just staying to see how long it'll take for someone to notice that I'm on hold.
I don't blame you as much as I blame your management for not training you and enabling you to properly care for your customers. I apologize for my tone when I called you. My frustration is not that my wife walked out of the store with no pizza but that she did not feel any empathy for her situation.
I ordered through the Papa John's app and received my email notification at 4:11pm. The email indicated that our order would be ready for pick up in 15 to 25 minutes.
Called in Friday. 60 minute wait. Didn’t end up ordering. Called in the next day on Saturday because I was still craving pizza. 70 minute wait. FOR CARRYOUT. For the love! When will the owner buy another oven and expand to get the wait time cut in half??? Unacceptable. By the time I’m hungry, I’m hangry. Don’t make me wait an hour and twenty minutes by the time I order to the time I can eat it....
My wife arrived at the American Fork location at 5pm after running a few errands only to find that our order was "not ready". After a few more minutes of the staff searching for our order, she was informed that they had given our order to someone else. She then had to ask for a refund. The manager on duty, Ryan Kersey, simply gave her the refund and that was that. No efforts for an apology nor compensation for her time, frustrations, and no food for her family.
Called after waiting two hours for my pizza. The kid on the phone kept saying the pizza has been delivered, as I continued to explain to him that it hadn't arrived. Very rude and acted like I was trying to pull a scam despite the fact that I've ordered from this store before. Told me he had to talk to the driver before he could give me a refund and he would call me back. 20 minutes later still no call, still haven't eaten. Rudest people I have ever spoken to, need to train their people better. This occurred at 8:00 PM on 29 September 2017. I will not order from Papa Johns again.
Our pizza was given to someone else, we had to ask for a refund, now I'm left with three hungry children and an upset wife.
Even after I called and spoke to Ryan, he failed to see how he could have done more. He felt the refund was enough. Ryan, the refund is the least you can do and should have been offered immediately. What about a voucher for free pizza in the future, or sending her home with the promise to have our order put at the top of the queue and delivered free of charge?
In this economy of many choices, customers are buying the experience not the product. Unfortunately, our experience tonight will lead us elsewhere for dinner choices in the future.
I love Papa John's pizza. But particular one in American Fork has repeatedly taken forever to deliver our pizza. We have had to cancel our last 2 orders because the wait time was over two hours. I have also ordered delivery from here before and when it never came I called they proceded to tell me I had it at carry out (when had asked for delievery) and I would have to cancel my order and order it again with an even longer wait. So unless some things change, they have lost my wife and I as customers.
Hung up at 19 minutes on hold. Called back and got Philip, the manager. He said that he was busy, employees were around -- lots of excuses, but no apology. Tried to express my frustration when Philip asked if I could be put on hold..... again. I'm dead. I don't know whether to laugh or drive down there so that I can't be ignored, but goodness gracious, fix your store!!
Papa John S Pizza is a US Meal Delivery based in American Fork, Utah. Papa John S Pizza is located at 104 W Main St, American Fork, UT 84003, USA.
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