ComplaintsforDominos #10467

• Initial Complaint

  27/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am a regular customer of Dominos Pizza. On 27 May 2023 ********** was advertizing large, 4 topping pizzas at $12.99. I placed an order for a large 4 topping pizza for pickup that evening and when the order was finalized the price had changed to $15.99. I explained the discrepancy at the restoraunt and the store employee adjusted my bill to the lowest coupon they had knowledge of ($13.99). The offer of large, four topping pizzas was still in place when I ordered the same pizza on 31 May 2023. This time I was billed $15.99 and the employee said there was nothing they could do about the price. I contacted ********** about my concern. on 1 June 2023 the manager of the Dominos outlet that I purchase from called me to gather information. I explained the situation with the $12.99 coupon and provided him with screen shots of the ad. He acknowledged the situation and stated that he would credit my account $7 to make up the difference. On 11 June 2023 the $12.99 offer was still being advertised and I ordered an identical pizza. Again, the cost is higher when I go to the store to collect the pizza. I ask the store employee to apply the credit their manager placed on my account and they are unable to find any evidence of this credit. I emailed the store manager on 15 June 2023 and he has not responded to my correspondence. I believe Dominos is falsely advertising the availability of large, four topping pizzas at $12.99. I would like Dominos to compensate me for the difference in the cost I paid for four pizzas since I first reported the discrepancy ($9.00 total). I would like Dominos to honour their advertised price or stop the misleading advertisement.

  Customer response

  27/06/2023

  The Dominos restaurant I ordered the pizzas from is STORE #10467
  1393 Carling Ave,Ottawa, ON K1Z7L6
  Phone Number : (613) 728-4000

  HOWEVER, the advertisement for a large, four topping pizza is being promoted by Google Ads and by the ********** website. These two forums are not controled by the local Dominos restaurant. The advertisement is being promoted at the corporate level (possibly Dominos Canada).

  Business response

  06/07/2023

  Hello, this matter has already been dealt with on a customer level by Dominos’ Corporate Team. I reached out to Mr. ******** again yesterday (July 5, 2023) after receiving notice of the complaint with ***. He informed me that corporate offered him a free large pizza, which he accepted, and he is now satisfied. 
  
  We also previously added a credit of $7 to his account to satisfy his concern over pricing (see image 'CUSTOMER CREDIT').
  The coupon to which Mr. ******** is referring to is a national coupon. Certain locations offer this coupon at this price. However, individual franchisees have the option to increase the price minimally to account for inflation, in this case, from $12.99 to $13.99. ($13.99+tax = $15.81. See image 'CUSTOMER ORDER HISTORY') 
  
  We believe we have done everything necessary to resolve this complaint reasonably. 
  If you require further information, don’t hesitate to reach out. My email is ********************** and my cell is * ***** ********.

  
  Cheers, 

  
  ******* ******** ** ******** ***** ***** **** ******* ****** ******* **

  Customer response

  07/07/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20243788, and agree that Dominos has offered a resolution that is satisfactory to me.

  The ****** ******** ****** may still wish to consider whether or not the advertisement strategy is misleading to customers.

  Sincerely,
  
  ***** ********

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