Papa Murphy's | Take 'N' Bake Pizza

Extremely disappointing experience on Halloween night. I placed an online order with Papa Murphy’s on Halloween at 5:04 PM for two pizzas — one original and one gluten-free/dairy-free. The order confirmation said it would be ready by 5:34 PM. My wife arrived at 5:40 PM, only to find the parking lot completely full, with customers lined out the door and no clear separation between pickup and new orders. Because of the crowd, she had to leave and return about 30–35 minutes later (over an hour after I placed the order). When she spoke to staff, they told her they couldn’t find my order — not the ticket or the pizza. They eventually said someone must have “stolen” it, but couldn’t provide any proof or explanation. They offered to remake the pizza but said she’d have to wait behind everyone else, which would have taken even longer. When I called the store, the young employee admitted they couldn’t find the order and said he wasn’t able to issue a refund, but that a manager would call me the next day. No one called. When I followed up the next day around 4:30 PM, the same employee answered and after several minutes of back and forth, I overheard the manager in the background saying she wasn’t issuing any more refunds. The employee then told me I “should” receive one within 1–3 business days. Between the lost order, lack of communication, and dismissive customer service, this experience was completely unacceptable. I understand Halloween is a busy night, but there’s no excuse for losing an entire order, failing to follow up, and treating customers this poorly. I’ll be waiting to see if the refund actually shows up, but this experience left a very bad impression and Im sure I won’t be ordering from this location again.

They always give excellent customer service and they have DELICIOUS gluten free crust.😋