Domino's

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Your letter dated 2/6/17, addressed to Domino’s Pizza LLC Customer Care Center has been forwarded to me for response.The document attached to your letter indicates that [redacted] ordered food from a store located at Washington, DC According to our records, that store is not owned or operated by Domino’s Pizza LLC, but by C [redacted] ,Mary Lynne, an independent franchisee.Franchisees are independent contractors and the persons who work in a franchisee’s store are employees of the franchisee and not employees of Domino’s Pizza LLCDomino’s Pizza LLC does not interview, hire, schedule for work, pay, supervise or discipline any employee of a franchiseeFranchisees are solely responsible for the day-to-day operation of their store(s)Franchisees maintain their own bank accounts, file separate tax returns, possess their own identification numbers, and set their own pricesFranchisees and Domino’s Pizza LLC do not share losses or profits and neither company owns any interest in the other.Nevertheless, we believe the concerns expressed by the customer are serious and we have forwarded a copy of your letter to the franchiseeWe expect the franchisee to address the issues and take any actions that may be necessary.I trust this will allow you to close your file as it relates to Domino’s Pizza LLCOf course, should you have any questions or need additional information, please feel free to contact meMost sincerely,ZachDomino's Customer Support

Hello Mrs [redacted] I spoke to Mrs [redacted] on 10/26/at 7:pm, she informed me that she had received terrible customer service from our location on Brentwood stair in FtWorthShe stated that our manager Julie Childs was very argumentative and very rudeI apologized and thanked her for her business and assured her the issue would be addressed and would not happen again, she then thanked me and also informed me she had sent in a complaint to the Revdex.comI sent Mrs [redacted] gift certificates to replace her order

Complaint: [redacted] I am rejecting this response because: I have not returned nor have I purchased any of their products since thenFor them to flat out lieIs pure defimation of myselfFurther more they cannot nor will not ever prove in any court of law that I have purchased anything from them since the incidentI am utterly outraged Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have not returned nor have I purchased any of their products since thenFor them to flat out lieIs pure defimation of myselfFurther more they cannot
nor will not ever prove in any court of law that I have purchased anything from them since the incidentI am utterly outraged
Sincerely,
*** ***

Customer was contacted by our accounts receivable department and issued a refundresolution took along time as the customer and myself kept missing each others calls and were corresponding via voicemail

Revdex.com spoke with the business who advised he has spoken with the consumer to address her concerns and appointment is pending for assistance The company did not have sufficient time to address the consumers concerns from message left over the weekend to address concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Your letter dated 2/6/17, addressed to Domino’s Pizza LLC Customer Care Center has been forwarded to me for response.The document attached to your letter indicates that *** ** *** ordered food from a store located at Washington, DC According to our records, that store is not owned or
operated by Domino’s Pizza LLC, but by C***,Mary Lynne, an independent franchisee.Franchisees are independent contractors and the persons who work in a franchisee’s store are employees of the franchisee and not employees of Domino’s Pizza LLCDomino’s Pizza LLC does not interview, hire, schedule for work, pay, supervise or discipline any employee of a franchiseeFranchisees are solely responsible for the day-to-day operation of their store(s)Franchisees maintain their own bank accounts, file separate tax returns, possess their own identification numbers, and set their own pricesFranchisees and Domino’s Pizza LLC do not share losses or profits and neither company owns any interest in the other.Nevertheless, we believe the concerns expressed by the customer are serious and we have forwarded a copy of your letter to the franchiseeWe expect the franchisee to address the issues and take any actions that may be necessary.I trust this will allow you to close your file as it relates to Domino’s Pizza LLCOf course, should you have any questions or need additional information, please feel free to contact me. Most sincerely,ZachDomino's Customer Support

I submitted an order of food for delivery from the establishmentI called at 6:08pm to find out if the order was complete and how long it would take for deliveryA young man answered the phone and informed me that the order just came out of the over and would take 20-mins for deliveryAt 6:54pm, I called to check on the status of deliveryI was then informed that the order was supposed to be for carry outMy complaint comes hereWhy wasn't I informed when I was first called that my order was for carry out in their system? I could have easily come to pick up the orderThen when I asked to speak with the manager, I was directed to someone by the name of Freddie who was very rudeI asked if there was a place to make a formal complaintHe told me that he was it and that he was the owner since it was a franchiseI don't like sarcasm at all and it was totally uncalled forHe told me to submit a formal complaint on *** or *** because there was no one in a higher position than himTheir customer service is terrible

He has come in since then and he has been happy with what he got

I contacted the customer the next day and we resolved it in store and got him an order sent out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com spoke with the business who advised he has spoken with the consumer to address her concerns and appointment is pending for assistance
The company did not have sufficient time to address the consumers concerns
from message left over the weekend to address concerns

Your letter dated 2/6/17, addressed to Domino’s Pizza LLC Customer Care Center has been forwarded to me for response.The document attached to your letter indicates that *** ** *** ordered food from a store located at Washington, DC According to our records, that store is not owned or
operated by Domino’s Pizza LLC, but by C***,Mary Lynne, an independent franchisee.Franchisees are independent contractors and the persons who work in a franchisee’s store are employees of the franchisee and not employees of Domino’s Pizza LLCDomino’s Pizza LLC does not interview, hire, schedule for work, pay, supervise or discipline any employee of a franchiseeFranchisees are solely responsible for the day-to-day operation of their store(s)Franchisees maintain their own bank accounts, file separate tax returns, possess their own identification numbers, and set their own pricesFranchisees and Domino’s Pizza LLC do not share losses or profits and neither company owns any interest in the other.Nevertheless, we believe the concerns expressed by the customer are serious and we have forwarded a copy of your letter to the franchiseeWe expect the franchisee to address the issues and take any actions that may be necessary.I trust this will allow you to close your file as it relates to Domino’s Pizza LLCOf course, should you have any questions or need additional information, please feel free to contact me. Most sincerely,ZachDomino's Customer Support

Hello Mrs*** I spoke to Mrs*** on 10/26/at 7:pm, she informed me that she had received terrible customer service from our location on Brentwood stair in FtWorthShe stated that our manager Julie Childs was very argumentative and very rudeI apologized and thanked her for her
business and assured her the issue would be addressed and would not happen again, she then thanked me and also informed me she had sent in a complaint to the Revdex.comI sent Mrs*** gift certificates to replace her order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am an owner operator of two locations in Hanover PA and have been for the past yearsThe listed complaint that occurred on April I can only describe as a train wreck! If it could go wrong it didI am the manager of this location and take full ownership for my team,Facts as I know
them...I left for vacation on April 16" The original order was not put in as No Chicken on pasta dishOrder of medium pizza, small pizza and pasta dish was made and delivered.Order was paid for by credit cardStore was notified of mistakeNew pasta order was put into works and was madeUnfortunately another pasta dish “timed order" with chicken was made at the same time and was boxed in the wrong box! Again customer notified the store of mistake!I can only imagine the frustration at this point Note: this was never intentional or a joke!Customer's credit card payment was voided including original driver tipWe did not accept any payment for any food or deliveryThe order was made a third time and I have to believe that it was made correctlyI am certain that it had Alfredo SaucePasta noodles with no sauce would be burntCustomer was still not satisfied and said "she was done!”I am confident that at no point, was this disaster a laughing matter in the store nor would we in any way make fun of a customer or situation that is quite frankly embarrassing to us and the brand.In no way is this reflective of my operations or what I want for my customers.Customer emailed Domino's Customer Care and filed a complaint.My office received the complaint MondayMy office manager was doing double duty with me on vacation so it was Wednesday before she completed the background on the order and contacted the customer(not an excuse on our part). My office manager called the customer two times on Thursday 4/and left a messageI was made aware of this complaint on Tuesday April 26" when I returned from vacation.I called the customer on Wednesday 4/and left a message including my cellphone numberI have not received a return call.I understand that the customer wants an apology from “ME” the manager and HQ but not in email, so I am at a loss on what to do nowI had planned to call again today, (a week since I left a message) but received the notice from Revdex.com so I felt this is what she preferred.I would welcome the opportunity to discuss this situation with her if she will return my callI definitely owe her a big apology. Changes that I am making to prevent this from happening again...Made all team members aware of how mistakes can happen and how each of us impact the customer experienceCommunicate with each other to ensure priority for any remade productRe-training shift runner that was in charge at the time of this problemMaking it policy to require complaints, that are not resolved immediately by a team member, be passed to me within hours for resolutionAdding my personal email address to the “Customer Care Notification"Ordered new surveillance camera systems for both of my stores to cover product area and customer counter.Overall my team does a great job! In this case we failed miserablyI am very disappointed in the mistakes my team made and the timeframe that it took for me to be notifiedI would love to tell you that we will never make another mistake, but instead I will commit to using this situation as a training tool to make my company betterIn years I have never had a situation like this, and I hope never again!Thank you, Jay W***