February 2024 by Rebekah Lloyd
Unbelievably, the delivery driver just left our food at door on the ground. Thank god no ants got in our food, and we gave them a tip; wow, they didn’t even knock or ring the door, which is unacceptable. We have been waiting for them to deliver, and I look at the tracker. It said delivered when there was no knock, no doorbell ring. We don’t even know when they drop it off; our food is cold. I’m so disappointed.
August 2023 by Matt H.
I ordered 2 pizzas on the Papa John's app. 1 hour later, my pizzas never arrived. I called the Ewa Beach Papa John's and Waylene, the General Manager, answered. She said that she never got the order. She then stated that she received a call maybe 40 minutes after I made the order, so 20 minutes before I called. The person on that call was trying to put my order in, but she was helping people inside of the Ewa Beach Papa John's, and she had to put the call on hold. Wait, is she the only person working at the counter and answering the phone calls? Unbelievable! So anyway, after Waylene helped all the people inside the Ewa Beach Papa John's, the person who was on hold hung up. Waylene tells me that even though I ordered off of the Papa John's app, a third party handles the app, not Papa John's. I told her that I've ordered on the app before, and it went to Papa John's in Kapolei, and there were no issues with the "third party" app with the Papa John's name on it. She tells me that this has been an ongoing problem. But wait, this is a new location. She said they've been open for 2 months. So does that mean this has been a problem since day one? It's absolutely ridiculous. She says I should call the store directly to order. I told her that if I knew to call directly, I would've. I should've said I would've just ordered from Dominos. After talking with Waylene, I called customer care, and a guy named Arnel answered. I found out that they tried to call the Ewa Beach Papa John's, but since they couldn't put the order in, it was canceled. What kind of business practice is this? Cancel your order and not tell you until you call them? Because I didn't receive a call, email, or notification on the Papa John's app saying that my order was canceled. So anyway, since I used a gift card to pay, Arnel tells me it's going to take 24 hours for the refund. So I get no pizzas and no money on the gift card. Nice. He apologized for the inconvenience, and I told him that doesn't help anything. Arnel said he was going file a ticket about this problem. I wanted the ticket the number even though I know the outcome is gonna be garbage. So I wait a little while, and he gives me the ticket number. Then he tells me there's a survey at the end of the call. So I ask him, "Do you really want me to do the survey because it's gonna be horrible." After the call ended, there was no survey. The phone just disconnects. Nice. I don't think this Ewa Beach Papa John's is going to last. Grand opening, grand closing. If it does last, I will be shocked. It's sad that I had to give Ewa Beach Papa John's 1 star. It doesn't deserve any. So, if you live in Ewa Beach, don't order from the app. If you don't have a car, you gotta walk, run, Lyft, Uber, Taxi, bike, skateboard, or fly to order your pizza. If you can fly, fly somewhere else to get pizza.
