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Dominos Reviews (29)

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]

The customer’s name is listed as [redacted] on your letter and also the corporate complaint but we have only dealt with a man whose name I think is [redacted] but since I’m not sure I will just refer to him as “the customer”. The franchisee, [redacted], became aware of the complaint on...

09/29/15 through the corporate’s online complaint center.  We are not a corporate owned store but this is a way customer’s can reach any franchisee in the system.  I have attached the customer’s complaint from corporate in this email.  The customer sent the original complaint on 09/29, then updated it again on 09/29 then again on 09/30.  I will only attach the last one which includes the previous updates from the customer.  Once [redacted] received the complaint he listened to the phone recording system (also attached to this email).   After reviewing the recorded phone call and talking to the Asst. Manager on duty that night it is clear that we did forget 3 Ranch cups that the customer had ordered.  Initially the Asst. Manager mistakenly thought we had forgotten one, not three, and refunded the price for one.  The customer then tells her that is was three, not one.  From there the customer becomes hostile, the Asst. Manager asks if he wants us to send the Ranch right out since she now realizes he didn’t get any, he states he will not answer the door and ends the call calling her a b[redacted].  Since the customer had been hostile on the phone, the Asst. Manager did not feel comfortable trying to contact the customer again and did not want to send a driver to the customer’s home.  She did refund the cost of all three Ranch cups that night immediately after the phone call.  At no time does he say the food is undercooked nor is he called a liar or spoken to rudely. The customer also states the office number he was given is fake or a fax.  It is neither.  It is a working office line.  [redacted] used that line to call the customer on 09/30.  The customer did not answer and [redacted] left a voice mail giving the customer his cell phone number as well as the office number.  The customer never returned the call. It would be almost impossible to have undercooked food.  Our ovens have a conveyor so it goes in one end and comes out the other.  Unless the oven’s temperature has been turned down (not an easy task) everything gets cooked equally.  We had no other complaints that night about undercooked food.  The customer seems concerned that we didn’t cook it enough since it was delivered in about 20 minutes.  We can load a customer’s order in 1-3 minutes, the oven bakes it in 7 minutes and if a driver is available it can be out the door in as little as 8-10 minutes.  Our entire delivery area is within 9 minutes of the store so a 20 minute delivery is not just plausible, but it is fairly routine.  Obviously it is our fault that we forgot to deliver the customer’s Ranch cups.  The delivery driver has been retrained to check his order to be sure it is complete.  The Asst. Manager has been retrained to immediately offer to send out any forgotten item.  I understand that people sometimes become passionate about their dinner however at no time did any employee call him a liar or speak to him rudely.  Nor did we give him a fake number and the franchisee did try to contact him the next day. If you have any questions after listening to the phone recording please contact me or [redacted].  Our contact information is below. Thank you, [redacted]Office ManagerDomino’s###-###-####  Office###-###-####  Cell – [redacted]

I am writing this letter in reference to complaints ID number [redacted]. The customer referenced in the letter has already received product credit and a cash refund for the amount indicated. I spoke to her myself on the...

phone and had a very nice conversation with her, explaining why there was a problem with the original refund, and apologizing for her experience that day. I believe this matter was resolved by me directly, a few weeks ago. Please let me know you are in receipt of this email, and if I can be of any further assistance.

Responding to a complait on a customer that sick said they ate are food . County health dept came out and check things ok found nothing wrong on are end Thanks [redacted] GM

Initial Business Response /* (1000, 5, 2015/05/22) */
I called the customer after looking up as much of her order history as possible. In the original email she said that the order on the 15th was overcharged also. When I looked up that order (#XXXXX) It shows that it was paid in cash. She then...

said it may have been her order on the 19th. When I looked up that order (#XXXXX) I show that on our end the exact amount of the order was all that was charged in the driver check out screen and no tip was applied. I think the problem on the 12th was a mistake via typo and it has not happened in the past to her. We took care of her for the order on the 12th giving her the money owed and a credit for a free order in the future. I thanked her for calling and told her we would be keeping an eye on things to make sure it never happens again. She contacted the Domino's Customer care team and after I talked to the customer and resolved the issue she contacted the customer care team again saying "I WILL LIKE TO CANCEL COMPLAINT THE ISSUE HAS BEEN FIX BY LOCAL STORE."
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I PLACED MY ORDER ONLINE TO DOMINOS PIZZA ATE 8:00P.M. WEDNESDAY FEB 20,2014, MY DELIVERY PHONE CALL WAS PLACED AT 8:38 P.M. (XXX-XXX-XXXX)WAS THE NUMBER THAT ALLED. I FELL ASLEEP AND MISSED THE CALL AND THE DELIVERY. WHEN I WOKE BACK UP AT 10:32 P.M. I PLACED A PHONE CALL BACK TO THE STORE AND EXPLAIN TO THEM THAT I OVER SLEPT AND MISSED THE DELIVERY THE PERSON I SPOKE TO TOLD ME THAT HE WOLD THEN SEND MY FOOD BACK OUT TO ME. I WAITED FOR TWO HOURS BEFORE CALLING BACK TO THE STORE TO SEE WHY MY ORDER HAS NOT YET ARRIVED I PLACED MY SECOND PHONE CALL AT 12:04 AND THEN AGAIN AT 12:06 A.M. I LOOKED TO SEE THE STORE HOURS AND THEY CLOSED AT 12:00P.M. I AM PSET I PAID FOR MY MEAL AND NEVER RECIVED IT I CHARGED MY CARD $16.10 FOR FOOD I NEVER RECIEVED. I AM HIGHLY DISAPPOINTED.Product_Or_Service: PIZZA AND WINGSOrder_Number: XXXXXXDesired SettlementI WOULD LIKE TO GET MY MONEY BACK $16.10Business Response I am truly sorry that Ms [redacted] received such poor service from my store on Wednesday. Ms [redacted]'s order was canceled by the store at the end of the day. That voided the credit card transaction - that information was sent to the credit card processor early on 2/20. It can take several days for the void to be reflected in Ms [redacted] account. Ms [redacted] can call me directly at XXX-XXX-XXXX or [redacted] if the canceled transaction is not reflected in her account by early next week.We hope Ms [redacted] gives us another try. I am sending a gift certificate via email to Ms [redacted] that can be used at any Domino's store.

Review: I completed an online order at 11:30 and when I called in multiple times and was told my order was on the way. I clearly told the woman it said on the onloine tracker that my food was delivered. So at closing I call back and the woman tells me that there was a mix up. My food was never delivered as I kept telling her before. I'm so annoyed all I want is my money back here we are a month later. Manger lied and told me my money would be refunded. Workers lied and said the y would do the refund.Desired Settlement: I Should be reinburst 10 times what I paid because I contacted several times for a refund of money for something that was never delivered.

Consumer

Response:

At this time, my complaint, ID [redacted]regarding Dominos has been resolved.

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

Sincerely,

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Description: PIZZA, RESTAURANTS

Address: Pfafftown, North Carolina, United States, 27040

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