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Papa John’s Let Us Down!
By JLP | November 6, 2006
Friday night we ordered a couple of pizzas from Papa John’s. About 30 minutes later, the driver showed up at our door with our order. Unfortunately the order was wrong. The driver mistakenly gave us one pizza that was destined for another house in our neighborhood with the same house number but on a different street. The driver probably just looked at the house numbers and assumed he was grabbing the right pizzas.
Normally, it wouldn’t be that big of a deal but the wrong pizza had ONIONS on it and I HATE ONIONS! So I called Papa John’s and told them about the error. The guy at the restaurant told me that he would call the driver and get it straightened out. A few minutes later the driver showed back up with our pizza. As soon as I touched the pizza box I could tell that it was the “original” pizza that we ordered as it was cold. I was disappointed but didn’t say anything. I took the pizza to the kitchen and my wife opened the box to find that someone had picked all the jalepenos off and through them in the corner of the box. In other words:
Apparantly the driver took OUR pizza to the other house and they picked the jalapenos off. He went back to that house, picked up our pizza and was going to give it to us! My wife discovered the problem before the driver took off and he apologized and told us that he would have them make us a new pizza. I don’t know what that driver was thinking!
About 15 minutes later, the same driver showed back up at our house with a fresh pizza (at least I hope it was fresh) and all was fine except for the bad experience we had with our driver. The experience wasn’t nearly as pleasant as the last time Papa John’s messed up our order.
Topics: Miscellaneous | 7 Comments »
November 6th, 2006 at 11:27 am
Yuck! That’s horrible. That’s like the 5 second rule multiplied by 1000.
November 6th, 2006 at 12:01 pm
I’ve never like Papa John’s anyway, but that story is disgusting!
November 6th, 2006 at 2:04 pm
Ugh! That’s terrible. Papa John’s must be getting too big for their britches. I had a terrible experience with them recently too. Management “tried” to make up for it, but I’ll never forget.
http://singlemomandmoney.blogspot.com/2006/09/good-customer-service-reports.html
November 6th, 2006 at 2:31 pm
Sounds more like a bad experience with a driver that screwed up and tried to fix it in a way that made the situation worse rather than better. I don’t think you should indict the whole corparation for the bad decision of one employees. Of course, if things like that happened more than once or twice, I would change that opinion.
November 6th, 2006 at 2:39 pm
Sam,
I think you are right. I can’t imagine any manager instructing the driver to pick up a pizza from one customer and deliver it to someone else. Heck, they don’t even do that in a restaurant.
November 6th, 2006 at 4:24 pm
I don’t know if this is a local thing (Maryland) or nationwide; we ordered from Pappa Johns and called in to complain how late our order was. Although there wasn’t anything the driver or the manager would/could do at the time we got a coupon in the mail about a week later for a free pizza. Maybe you’ll get something for your troubles.
November 6th, 2006 at 4:45 pm
I’ve had a couple of pizza deliveries run late. I called to question status and the pizzas eventually arrived. I, too, received a mailed coupon for a free pizza. Goes to show that when you’re unsatisfied, you should let someone know. Otherwise, management may never know that they’re making customers unhappy.
I just finished reading “Raving Fans” (another of Blanchard’s short reads). It makes sense, let the company know how they’re living up to or not living up to your expectations.