Papa Johns Pizza

I just had the most unpleasant experience when speaking with the General Manager, Kerry (possibly Carrie), at this Papa Johns location. Earlier in the afternoon, I ordered two pizzas, one large cheese (for myself) and one large veggie (for my husband). I ordered my pizza in the afternoon and ate a few slices of pizza with no incident. My husband arrived from work around 9:30pm and when he went to eat his pizza, he discovered a tiny black roach in the pizza box. I called the Papa Johns I ordered from and told them about the discovery, my words verbatim were, "there was a cockroach in the box" I did not specify on the size, color, or anything else and once the girl on the receiver heard my complaint she passed the phone to Kerry, the general manager.



Kerry proceeded to tell me she had worked at this Papa Johns since 1999 and that they had never had a roach on the premises. She implied that my story lacked credibility. She also said that leaving the box unattended could have something to do with the roach to which I asked her if she was implying that the roach came from my own home. I stated to her that if she was questioning the veracity of my claim, what would be my underlying motive as I have previously ordered from this establishment many times and have never once before called with a complaint. She then proceeded to check if I had, in fact, ordered from this establishment previously and then said that she had no record of any orders and the last order was in March and it was for a carry-out order. I told her that I did not understand the purpose of this conversation and what she intended to prove and if she would like proof of previous orders via email confirmation, bank statements, or something similar as it is clear that she did not believe that we were frequent customers. She then accused me of being rude and threatened to hang up on me. I said I was not intending to be rude and that I had thought she was being incredibly rude throughout this entire exchange. She offered to bring a new pizza and I said I was not interested in a new pizza as this entire exchange made me weary of receiving food from their establishment and I couldn't be fully trusting that the food would not be tampered with based on this incredibly hostile exchange. She became accusatory once again and hung up the phone.



I called back and asked for the name and number of the owner but she refused to give it to me and instead gave me the number to the local franchise office. She then said that she would never service my household again. I let her know that I was not terribly worried about this as Papa Johns is a franchise and therefore I could simply seek out quality food from another franchise. She then stated that she planned to call all the other local franchises and tell them not to serve my household. She told me never to call back and made other unpleasant comments.



I am well aware of how poor customer service/retail/and other customer oriented professional are treated and as such I try very hard to not be rude or hostile and I believe I kept my composure when speaking to her but this exchange has left me perplexed and greatly upset. She was incredibly defensive and I wholly admit that a defensive person may find someone rude, negative, deceptive even when they are not and therefore I don't doubt that she truly perceived me to be those things but this is definitely not how to properly handle a customer complaint.