ComplaintsforPapa John's

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/17/22 I placed on order with ****** to be delivered on 5/18 to a school. On 5/20/22 I noticed my credit card had been charged twice for the order, so I called and asked ****** for the duplicate charge to be refunded. I got a call back on 5/20/22 from ****** saying the charge could not be refunded. I needed to bring in a bank statement or some type of documentation showing the charge to show to ******** boss, which I did on 5/20/22. When I arrived at the store, ****** was on break and would not be back for 30 mins, knowing I was coming in to resolve this. I waited and when she returned, she then said she had talked to her boss and she could not refund the money, because they couldn't see the charge on their end. She was on the phone with her boss most of the time I was at the store (I was there 1 hour) and she was told I had to call my bank, which I did. I put the phone on speaker and ****** and I were told by a bank representative that there were 2 charges from Papa John's put thru that were not pending- one went through at 12:44pm and the other at 1:01pm. The bank gave reference numbers for both transactions. Even after hearing this, I was not given a refund. I was told my best course of action was to file a dispute through my bank and try to get the money back from my bank! No resolutions despite all of my time and efforts to help correct the restaurant's mistake- at least I hope it was a mistake and not credit card fraud. Not only was there no refund or no resolution, there was no apology or no acknowledgement of the time and frustration involved on my part- it was abhorrent customer service! After all of this, my patience was worn quite thin- I voiced my frustrations and ****** replied "you don't have to be so nasty!" I had gone to a lot of trouble to try to help ****** and had now spent well over an hour trying to help her and had felt, under the circumstances, I had been very patient. I would very much appreciate your assistance in resolving this!

  Business response

  06/06/2022

  Hello **** ****

   

  Apologies for the extra time you spent to try and correct your double charged account.  These double charges are usually taken care of automatically by the bank.  While rare they certainly can happen.  

   

  I appreciate your concerns and frustrations on our end.  We will also work with our team leaders to convey the situations better to you.  I assume at this point, that one of the charges have been removed by your bank, as it is in error.  If not please dispute the charge with your bank as it should not be on your account.  We have no record of a second charge on our end.

   

  For the inconvenience to you, we have also voided the original transaction and attached the receipt of the voided order.  This will also probably take a few days for your bank to process the refund.  

   

  Thank you for your patience.

   

  ***** **********

  ****** ******** ** **********

  Bajco Global Management dba Papa Johns Pizza

  Customer response

  06/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** **** *****
  
  

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