Dear Papa John's
*** Actual letter written to Papa John's Corp ***
"... On [date] I ordered online for delivery from my local Papa Johns. My Restaurant Order #[##], Order ID#[####]. My online order included 2 extra orders of garlic cheese sauce, however, these were not included when the order was delivered. Upon this discovery, I promptly called the store and explained the situation. I was told they were very busy and would not really have time to redeliver the missing items and offered me a credit for the cost. While I was unhappy that my order would not be completed, I accepted the credit. Days later, when I did not see a credit applied to the account that I used to pay for my order, I asked the store for an explanation. I was then very unhappy to learn that the "credit" mentioned prior was not a credit in the from that I presented to the store, but instead it was to be a store credit towards a future order. The person I talked with was polite and apologetic, but explained that the corporate system is not set up to issue refunds and there was nothing farther he could do for me. While I know the dollar amount is very low in this situation, I can't help but wonder what would happen with a larger order or larger mistake? I feel that if I pay for something there is an expectation to deliver product and/or services that have been promised. If a mistake is made, I am understanding, but I do expect that when an entity makes a mistake it should do what is right for the customer. Giving me an incomplete order and then telling me that I must spend extra money to receive the credit for something that I have already paid for feels very low and makes me question whether I will take my business to Papa John's in the future..."
"... On [date] I ordered online for delivery from my local Papa Johns. My Restaurant Order #[##], Order ID#[####]. My online order included 2 extra orders of garlic cheese sauce, however, these were not included when the order was delivered. Upon this discovery, I promptly called the store and explained the situation. I was told they were very busy and would not really have time to redeliver the missing items and offered me a credit for the cost. While I was unhappy that my order would not be completed, I accepted the credit. Days later, when I did not see a credit applied to the account that I used to pay for my order, I asked the store for an explanation. I was then very unhappy to learn that the "credit" mentioned prior was not a credit in the from that I presented to the store, but instead it was to be a store credit towards a future order. The person I talked with was polite and apologetic, but explained that the corporate system is not set up to issue refunds and there was nothing farther he could do for me. While I know the dollar amount is very low in this situation, I can't help but wonder what would happen with a larger order or larger mistake? I feel that if I pay for something there is an expectation to deliver product and/or services that have been promised. If a mistake is made, I am understanding, but I do expect that when an entity makes a mistake it should do what is right for the customer. Giving me an incomplete order and then telling me that I must spend extra money to receive the credit for something that I have already paid for feels very low and makes me question whether I will take my business to Papa John's in the future..."