Domino's Pizza

Review: Order #: [redacted] was delivered incorrectly on 4/**/15. When we realized it was about 2 hours post delivery that we were missing our dessert and had chicken fingers instead – they come in the same box.

Called the Domino's [redacted] location on 5/*/15 around 4:30PM and was offered a free pizza and dessert on the house (they were aware that the delivery was screwed up). Was advised me that it would take about an hour. At 5:40pm I've called to follow up on delivery and was told that it would take another 20 minutes. At 6:28PM I called again and after being on hold for 20 minutes I was not able to find out the status of my delivery because I was hung up on. When I called back at 6:47PM I was told no one has any information because "They are very busy". I called at 7:06pm and asked for the manager. I was advised that “he is busy, can't come to the phone and will have to call me back". It's now 8:08 PM and no call back or delivery. It should not take 2:30 hours to have the pizza delivered. The manager should always be available. Awful experience & horrible customer service.Desired Settlement: Store Credit

Review: I ordered a pizza and various sides at 7:00 p.m. last Thursday, 11/**. At around 8:15, I received a text message from the delivery guy stating that he was outside my apartment. I went downstairs, and no one was there. I tried calling and texting the delivery guy to no avail. I also tried calling the Dominos store where the pizza came from, and was told that no one could get a hold of the delivery guy. I was also told that I would receive a refund, because as of 10:30 p.m. I still hadn't received my pizza. Five days later, as of 11/**/2015, I still have not received my refund. It is ILLEGAL for Dominos to charge my chard (which they already did) for a pizza I never received!!!Desired Settlement: At a MINIMUM I want a refund for the pizza I was charged for that I never received!!!

Review: Placed an online order for delivery, received a confirmation email that order was received and would deliver approximately 16-26 minutes...we are going on almost 2 hours with no call, no food and have been on hold with the store for 28 minutes with not a sole to help you!Desired Settlement: Wanted to cancel order and receive a full refund

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Domino's Pizza has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: 9/** 11:16 PM, I called to place an order with Domino's Pizza. At 11:56PM I received a call from the delivery person that they will arrive in "6 minutes". I went downstairs to wait for the delivery since they do not come up if you live in an apartment building. 12:04AM, I called back the number and the delivery guy told me he had forgotten my order and had to go back. Having stood outside for almost 10 minutes now with no warning, I was already upset about this. He assured me that he would be back in about 10 minutes so I decided to continue waiting outside. 10 minutes later, I called the number again. I am not sure if a different person picked up because they had no idea what I was talking about. I hung up and called the location directly. The person who initially took my order told me that my order was delivered to the wrong address and the delivery person had just returned and informed them, meaning there was no delivery ready for me and I would have to wait another half an hour or more. Furious after standing outside for 20 minutes, I told them to cancel my order. Not only did they fail to deliver my order but the delivery person did not even think to call me and tell me what was going on. Had I not called them, I would have been waiting outside for twice that time. This kind of customer service and all around work ethic is completely unacceptable.Desired Settlement: After such a mess, I believe complimentary service should have been offered to me immediately. I believe this is the least the location can do for having such incompetent staff. I will be taking my business elsewhere and if the staff remains the same, I'm sure other customers will as well.

Consumer

Response:

At this time, I have not been contacted by Domino's Pizza regarding complaint ID [redacted].

Sincerely,

Review: I ordered delivery from this estabilishment the delivery man gave me a hard time and drove off with my order that I paid for by debit. I then had to go to the store to retrieve my order and speak with a [redacted] because no staff would answer the business phone. It was a horrible experience I had on a crop top because I didn't expect to go outside being that I ordered delivery. The [redacted] supposedly refunded me but I haven't seen the change reflect yet and of course my food was freezing cold and I'm unsure if I should even eat it. I spent $30 in cab fees and I'm getting a cold from trying to tail the delivery man in a taxi. I am very disappointed and highly upset nevertheless to say that I was a regular customer and the service was always bad but I didn't mind until now. I hope the location will be removed soon.Desired Settlement: I would like warm food with the chocolate cakes I ordered not smashed as if they had been thrown all through the traffic on the way back to the store. I would like to have a service the proper way and I do not want to pay for it. This is ridiculous it wasn't even worth me going all the way there to come back sick with cold food and I need to be sure they have refunded me for the first order I went to get as that money was applied to my cab expense. Thank you

Review: Order around 8pm it is now 12:45 am was told my order was on the way 2 hours prior when called was hung up on multiple times. Was a very rude young lady who was very very unprofessional and bad for business. This is not the first bad order in counter I have had with the young lady. All I wanted was some nice hot pizza that never came.I will never order dominoes again. Horrible serviceDesired Settlement: I want my food but since I waited a whole day I refuse to pay for this un professional service

I have been ordering Dominos Pizza for many years now and the service has only gotten worse. If its not a 3 hour wait from the local location which is less than 10mins away, its the staff at most of the Dominos locations that are the most rude and disrespectful people I have ever encountered. Tonight 10/*/15 I placed an order at 8pm. the driver arrived at 10:55pm. while waiting, I called the store twice to ask the status of the delivery and the woman on the phone told me "I don't know where your pizza is, but it aint here so it must be out, then hung up the phone. I called back to ask for her name and she hung up on me again. I then called back and when I asked to speak to a manager I was told the manager was not in today. But according to my pizza tracker online, the manager is the one making my pizza. Because that one showed up 3 hours later, I was forced to order from another location. That experience was worse. I waited for 20mins for any of the 8 staff members to assist and when I asked for assistance a female staff members exact words were "do you wanna come back here and help [redacted]", and another male in the back yelled "shut up". When I asked for the manager and explained the situation, the manager asked the associate what happened, she told him exactly what she said to me and the manager did absoluty nothing. Dominos advertise great food and great customer service but apparently that doesn't apply to the New York Locations. I would love to challenge Dominos pizza have a rep order food from these locations to see if the service they provide is what Dominos stand for. I would love for someone to give these 3 locations; [redacted] a call or even order online and you will see how rude the staff is and how the commercials you see on TV are NOTHING close to what you really get. Please look into this because if you check on [redacted] you will see I am not the only frustrated customer

Review: I made an order on Domino's website on 02/**/2016 around 5:06pm. The order did not arrive after an hour had passed. I made a phone call to the store at 6:14pm and spoke with a person who claimed to be the store manager. He told that the delivery person called my cellular phone more than five times but I did not answer so he just went back to the store.

Not a single phone call came though my phone since the time I placed the order. I tried to explain this to the person on the phone but he kept insisting that calls were made and I did not answer. When I asked him why the delivery person did not ring the bell if they indeed called and couldn't speak to me. This is what the person exactly said, "we do not deliver to your door, you have to come downstairs to pick them up". So I asked him how do I know my order has arrived if I don't get any call or hear the bell rings. He flat out refused to listen to my concerns and kept insisting that it's my fault the order went back to the store. I experienced extremely poor customer service.Desired Settlement: Getting a refund of my order is not a concern; I can just contact my credit card company and process a chargeback because the order was never received. My concern is the extremely poor quality of customer service of the business. No customer should be treated this way. I would like to get a phone call from the store manager and hear his/her apology.

Consumer

Response:

At this time, I have not been contacted by Domino's Pizza regarding complaint ID [redacted].Sincerely,[redacted]

Review: Months ago (March?), I had a problem with an order placed with Dominos (was three items: chicken, pasta and a sandwich) I made a complaint to Dominos through their website, explaining my problem. In response, I received the attached letter from Dominos, offering me a "credit of the same order". To use this credit, I am supposed to contact [redacted] at the NY/NJ Corporate Office for Dominos. A phone number of [redacted] x** was provided. However, I have made numerous attempts on many separate days to contact [redacted], without success. I have contacted corporate customer service and complained that [redacted] was inaccessible. They apologized verbally, but were unable to do anything for me except tell me that they will ask [redacted] to contact me. It has been over 4 weeks from when I contacted corporate, and [redacted] has not contacted me. I contacted the store directly, provided the included "case number", and was told that they would not honor the credit - "of the same order" - but would instead send me a "free pizza". Not acceptable; that's not the original order, or an acceptable replacement.Desired Settlement: Dominos needs to stop offering credit for poor performance if they are unwilling or unable to allow the credit to be used. As they have gift cards, they could easily provide credit as a gift card that can be swiped or entered online when an order is being placed and paid for. Dominos has caused excessive frustration regarding this false credit, and my family is concerned that if the credit is finally honored, the food might be tampered with or contaminated as a form of retaliation. Thus, they are not interested in having this credit honored without some assurance or confidence that the food will not be tampered with.

Consumer

Response:

At this time, I have not been contacted by Domino's Pizza regarding complaint ID [redacted].

Sincerely,

Review: I ordered a medium pizza and a soda from the Domino's pizza on [redacted] at 5:30PM with my debit card. I was tracking the order through their tracker and they claimed they were out for delivery at 5:50PM. They usually say to wait about 19-20 minutes for it to be delivered. After 20 minutes passed the pizza had not arrived yet so I tried calling the store number and I was only getting a busy signal. I kept trying for another 10 minutes and the phone continued to be busy. When I checked the tracker to see if there were any updates, it stated that the pizza had been delivered. However, the pizza had not been delivered and I had not received any phone call. I tried calling the store again and I did not receive any response. I became worried because I had already paid with my debit card and I did not receive any pizza and was unable to get in touch with the store. I continued to call for another 10 minutes and was not successful at communicating with them. I checked my debit card and the charge was made for the pizza. With no other option I decided to take a cab to the store on white plains road, which cost me $8.00, to speak to them. When I arrived I explained my situation to the worker and he brought me the cold pizza and handed it to me. I expressed to him that the pizza was cold and I wanted to speak to the [redacted] When I explained to her what occurred, she said that the driver attempted to call me and I didn't pick up, which was not the case. I informed her that I tried calling the store several times and she just stated that their phone isn't working. She proceeded to say that since the store phone wasn't working he came back with the pizza. She also stated that she had just arrived so she didn't know what to tell me and that those were the store policy. I told her I was not going to take that pizza because it is cold. I told her that I would at least like a new one. She told me take your soda and she took the pizza box and took out the old one and put the new pizza back in the same old greasy box previously used and handed it back without even fully closing the box. I had to waste another $8 on a cab back home.Desired Settlement: I would like to be refunded for cabs I had to take to and from the Domino's store to resolve the issue because their phone was not working and I had been charged for the pizza. I would also like a future complimentary service as well as a refund for the pizza.

Consumer

Response:

At this time, I have not been contacted by Domino's Pizza regarding complaint ID [redacted].

Sincerely,

Review: I placed an online order and ot took more than hour to come. My order was cold. The driver did not havenin the warming bag. I called the manager and wasnpromised another order without cost. It never came. I was charged for the forst order $23. I will never order from there again. I am requesting my miney back but im getting a blinds eye about it.Desired Settlement: I would like a refund and my minies be credited back into my credit/debit card

Review: I ordered a pizza approximately 30 minutes before the store closed through the online ordering system. The system warned me that the location I was ordering from would be closing at 2:00am, however, I would receive my order. An hour has passed and I have not received my food nor did I receive a call to be notified of any changes. I have also been charged.If they knew they were not going to be able to fulfill the order they should have called and said so. This is what I did when I was a Customer Service Representative for Dominos Pizza in 2012.Desired Settlement: My desired out come would be that I receive the food I ordered. However, since this will not happen. I would like a full refund of my money and a coupon for a free pizza because of their negligence.

Consumer

Response:

At this time, I have not been contacted by Domino's Pizza regarding complaint ID [redacted].Sincerely,[redacted]

Review: I was charged and paid for a large, specialty pizza, but received a large plain cheese pizza. I called the business to correct their error and was told that the pizza I ordered would be delivered to me. Over an hour later when I called again, I was told that I would have to wait at least 3 hours, then I was told that someone called me 3 times to deliver the pizza. I asked to speak with a manager and was told that the manager was too busy to speak to me. My original order was placed online at 4:40 pm. I know this because it's printed on the box. The level of unprofessionalism that I experienced with this particular store is revolting. As I write this, it is 10:26pm my order was incorrect. I spoke to 2 different males on the phone. The first one treated this problem like it was a joke, and the second male I spoke to decided he would raise his voice and give me attitude, despite the fact that they made the error. I want what I paid for!Desired Settlement: I want either the item that I order and paid for or I want my money back.

Consumer

Response:

At this time, I have not been contacted by Domino's Pizza regarding complaint ID [redacted].Sincerely,[redacted]

Review: I ordered Dominos pizza on the Jan **at 3.45pm. The pizza took long so I called around 530pm to ask what was wrong and they said that it was on its way. I had time to took a nap and the pizza still did not arrive. I then called the store back to inform them that I wanted to cancel my order. I asked to pick to [redacted]and the associates kept hanging up on me, I called about 30+ times I was told that they would beat me up if I did not stop calling the store. It was around 11pm I received a call and it was the pizza man in front of my house I told him that I did not want the pizza and to have his **call me when he returns to the store. The delivery guy was polite. I waited about 30mins and call the mans number back because the store associates kept putting me on hold and or not picking up. I waited about another 20 mins and I finally got to speak to a **,I did not bother informing him about his staff because it speared pointless. I told him I want to cancel my order and he pulled up my information and said it would be refunded in 3-5 business days. I called my bank and they said that they paid the company but they did no see anything refunded to my account. I called the store back and once again the associates are rude and putting me on hold and cursing at me. I am out of New York currently and would like some assistance or to notify Revdex.com that this place needs to go under investigation or something. I am highly upset and frustrated. Its been about a week and a half and this is ridiculous.

BELOW IS ORDER INFORMATION.

Name on Order:[redacted]

Delivery Address: [redacted]Callback Phone #: [redacted]Your Domino's Store[redacted]

Delivery Time: Approximately 81-91 minutes

Order Details

Order #: **Date: 1/**/2014 3:45PM

Respectfully,

**Desired Settlement: 16.31

Consumer

Response:

Review: At the end of May I placed an online order to be delivered and charged to my debit card. When I was given the receipt to sign, I added the tip for a total of $17.88. When I got my bank statement mid-June, this business had taken $20.00 out of my account. I contacted my bank to file a claim with them and they deactivated the debit card I used. The bank is investigating as well. I then contacted Domino's online through their customer care page. I have contacted them 3 times and have had no response other than to get a "form email" back saying they received my complaint and have passed it to the store owner. I have posted on two social media sites warning others of what has happened to me and wanted to log my complaint here as well.Desired Settlement: I do believe my bank has refunded the disputed amount while they investigate, however there is no guarantee from them that I will keep this refund. I want a refund from Domino's for the full amount as compensation for having to deactivate my debit card and waiting almost 7 days for a new one with no access to my bank account.

Business

Response:

My name is [redacted] Director Of Operations of Domino's Pizza Locations in Lynchburg Va. We have recently had a complaint on us, from a Mrs. [redacted]. I have copies of the emails that we have had with Mrs. [redacted] if you would like to see them. We have fully refunded her money and made her very happy by doing this. If you have any question please let me know. Thank you for your time.

Director Of Operations Domino's Pizza

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: The delivery driver struck my vehicle after making a delivery, resulting in damage. He failed to report to myself or the authorities. I notified [redacted] (Store Manager) on the 1st & 2nd of February and to date, I have received no response. After phone calls on two different days, neither of which were returned as promised, I consider [redacted] and Domino's Pizza of Locust just as liable as the driver who hit my vehicle and failed to report it.Desired Settlement: Pay to fix my vehicle.

Review: I ordered a pizza on may 12 at 8:41pm. when 9:52 came around and my pizza still wasn't delivered, I called there. First time I called I got hung up on so I called back only to receive ignorance from the person answering the phone. I asked them where my pizza was that I ordered almost an hour and a half ago, the reply I received was "you didn't ordered an hour and half ago its been.only an hour and.it will be there soon" and before I could say anything else I was hung up on yet again. My pizza arrived at 10:22pm, an.hour and a half later. When.the driver pulled up, he.refused.to get out of his.car and I had to walk over to the drivera side window of his car and get my pizza. Once my pizza got to my house it was burned and cold.Desired Settlement: Refund

Review: I ordered a pizza special on Sat. 10/25/14 @ around 5:00 p.m.! My total was approx $36.00! I had a 100$ bill! The driver told me @ that time he did not have enough change!? I am without a car! (Which is why I order Domino's "delivery" @ least once a month!!) I proceeded tol ask (no less than 7 of my neighbors) for change?! I returned to my Apt. with the 100$ bill, the pizza guy took back the entire food order!? At which point, my 3 yr. old grandson cryed hysterically!! He never cries! Anyhow, the delivery driver, said "I'll return within 15 minutes to one hour!!" Two hours later!; I prepared dinner! We were starving, as we always eat @ 5:00!! Anyway, the following monday, I'd called to speak to the manager! His name was "[redacted]", he was a male! He was short with me, rude, and did not care that I would not be their loyal customer of "16" years any longer!! As a matter of fact, when I said "you're losing a good customer", his response was, "So?" & he then hung-up on me!? I called anticipating a discount on a delivery?, a free dessert?; something to that effect?!? Instead; I was treated very badly!! Not to mention, I'm a great tipper too the delivery drivers, as well as tips on walk-ins!! This Domino's Address is: [redacted]! Phone # ###-###-####! I'd like this letter to be forwarded to the "owners" of this restaurant! They really need to know whose in charge of this store!! "[redacted]", is mean & unproffessional!! He need to be fired!! Thanx! [redacted] ###-###-####Desired Settlement: I called anticipating a discount on a delivery?, a free dessert?; something to that effect?!? Instead; I was treated very badly!!

Business

Response:

Company states: Our policy is not to carry more than 20 dollars in change for security/robbery issues. We advertise this all over the place and we have attempted to call the customer. We have not gotten a hold of the customer to give feed back.

Consumer

Response:

This is my written rebuttal regarding complaint filed against Domino's Pizza, in Redding, CA; (submitted 11/7/2014).They have stated that they've tried to call me & have not gotten a hold of me ?!? This is not the truth! I'm never gone more than a few hours! I check my answering machine messages when I get home, as well as the caller i.d. !! Not once have they called! Now I do not trust their integrity at all! Thank you for your help! [redacted]

Review: I ordered a pizza online and they made it wrong. I sent the food back with the driver, and the business refuses to issue refundDesired Settlement: Refund my card

Review: Their advertised specials were not honored and customer service was terrible

05/26/13 tried to order a large 3 topping pizza for 11.99 as advertised on their automated system, however was denied sale price due to [redacted] (employee) saying that the company responsible for recording the specials went out of business and they are unable to change it. Quite rediculous, since Domino's is a corporation.Desired Settlement: I would like a coupon or gift card for the advertised special of a large 3 topping pizza for 11.99 as well as an overpriced 2 liter soda for my irritation.

Business

Response:

Business' Initial Response

In response to complaint about 11.99 coupon issue. A explained to customer this special is an online coupon special only. I would be happy to honor the special online but at the store level we do not have ability o enter this particular coupon. The coupons do change periodically and there may be other coupons that would satisfy this particular customers needs. Thank you for your time in this matter.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Business' Final Response

In response if the customer wants an 11.99 special she will be able to order one using her contact phone number. We do have cheaper specials but we will honor her request for the 11.99 3 top large pizza. We will be happy to change our policy specifically for her.