On 9/7/14 I placed a order at 1:20pm ET online. My confirmation email from them said to expect my order within 30-40 minutes. 2:15pm ET came around and my order still hadn't arrived. I put in a phone call to this location and was disconnected the 1st time as my signal was weak on my phone. I put in a second call once I had better reception and spoke with Mary (I believe is her name). I told her about the situation and she put me on hold to contact the driver. I was on hold for 10 minutes. At this point I'm two minutes away from 2:30pm ET. I called back and got her again and told her how she had me on hold. She didn't apologize as I informed her I waited patiently for my food and wanted to cancel.
She tries to justify the delay by telling me it can take an hour to get my food and how they were experiencing delays. She also asked me if that's what I got in the email. I told her no as my email said 30-40 minutes and nothing about delay. I told her even if it was instructed to wait an hour I already have plus an additional 10-15 minutes and that I wanted a refund. She didn't apologize for the inconvenience and delay and actually came off a little nasty and dismissive telling me she'd issue my refund. I asked her when would the refund go into effect and she said "I don't Know". I asked her how many days should I allow for my refund to go through and she said "24 hours".
I've worked in customer service for almost 20 years and this is just poor service. I work in radio and have many friends that work in news paper publications. For sure I'm going to spreading the word about this franchise cause the customer service is bad. Treat people the way you wanted to be treated is my motto and I try to treat everybody with respect and expect the same back.
AVOID DELIVERY AND DO CARRY-OUT INSTEAD FROM THIS LOCATION.
Their slogan should be:
Poor Customer Service!!!
Would you recommend Papa John's - 15100 FREDERICK ROAD to others? No