Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order online and called the store beforehand to confirm if three slices of pizza could be made without crushed garlic and herbs, as my child has a sensitivity. The staff member on the phone confirmed it would be no problem, so I placed the order.When I arrived to pick it up, I was told it would be a 3-minute wait. While waiting, I overheard a staff member (Im certain his name was Nav) speaking in Hindi, saying something like Ill make it this time, but not next time. Another employee even tried to stop him from saying more. I understood him clearly because I speak the same language.When I received the pizza, they gave me the garlic and herb topping separately instead of leaving it off certain slices, as I had requested. When I asked about it, I was told they dont accommodate special slice requests like that. I explained that I had confirmed it by phone before ordering, but during the conversation, another staff member (Nav) aggressively interrupted, saying he was the supervisor and I should only talk to him. He was very confrontational and wouldnt let me speak to the person who had actually taken my call.Feeling uncomfortable, I stopped the conversation and decided to just buy the garlic bread I had ordered separately. While I was at the counter, Nav again raised his voice, telling me to complain to his manager and then told me to leave the store.This experience was extremely upsetting. I take food safety very seriously, especially when it comes to my child, and its concerning to think that someone with such a negative attitude could be preparing food in that mindset. Food service workers should remain professional and respectful, even when theres a misunderstanding.I hope management looks into this seriously. Customers deserve to be treated with respect and to feel confident in the food and service they receive.

  Business Response

  Date: 15/04/2025

  The franchisee of this store has been made aware of the concern. The store has reached out to the customer to resolve their concern directly and provided free pizza. 

• Initial Complaint

  Date:28/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At 5:45PM on Dec.28th 2024, I placed an order for apr.$60 on the Domino app for the ******, ******* location, and the order did not go through but y card was charged twice! So I am out $120. I called the location and spoke to a manger who was of no help he said it was a glitch and offered to place my order if I paid a third time! This is egregious.

  Business Response

  Date: 02/01/2025

  **************** team has reached out directly to customer via email to advise them they're seeing pre-authorization charges due to invalid payment information. The team sent them additional information outlining why this issue happened and explaining the bank will reverse the pre-auth within a couple of days.

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22741118
  
  I am rejecting this response because: I acknowledge an e-mail received today from Dominos but they are incorrect in saying that the reason I was charged twice was because I entered wrong banking information. I know the 3 digits on the back of my card off by heart and have used the app many many times to order pizza at various addresses over many years, this is the first time this has happened, and it was not because the security digits were wrong. If the three digits on the back were wrong or if I entered the wrong postal code (etc), the money never would have come out of my bank account in the first place. Their claim that ********** will authorize taking money out of my bank account if the wrong banking information is entered is false. Although I appreciate their reply and effort to explain, I no longer trust the app and will take my business to alternative pizza providers especially considering Dominos does not seem to care if they maintain me as a customer. I authorize ******************** to close the case and thank them for their efforts.   There are two types of customer service, 1) ********* of the customer and the business takes care of itself... Dominos does not have this type of customer service. 
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:29/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order last week of over $10 which was supposed to provide a "free emergency pizza" within 48 hours of placing the order. The order was placed a week ago and still no promotion has been applied to my account. I sent an inquiry through ******** website that autoreplied saying to wait 3-4 business days. That too has elapsed and no reponse has been provided. Either provide what was advertised or provide the amount of the promotion in a refund and discontinue this promotion if you're not going to honour it going forward.

  Business Response

  Date: 09/12/2024

  The customer already redeemed their offer (1 free pizza) related to the promotion, and it is limited to one per customer. Our customer care team sent them the following email to the customer outlining the below:

  "Thank you for taking the time to contact Dominos Pizza of Canada. We have received your concern regarding the emergency pizza offer.
  
  This offer is limited to one per customer and you have redeemed your offer on November 21st.
  
  Please note the terms of this condition are stated on the Dominos home page. Please see the below screenshot of the conditions of this offer. If you select order now you will be directed to a page where you can find additional details.
  
  If you have any further concerns, please feel free to contact us."
  

• Initial Complaint

  Date:17/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a pizza I never got it

  Business Response

  Date: 29/10/2024

  ***************** Care Team reached out to customer directly via email to collect concern details, the ************* Team also followed up with the customer and sent a free ******************** coupon for the customer to use online. 

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your Domino's Store (*****): ***************************************************************************************** | ************ Order Details Order #: ****** Date: 06/25/2024 10:49PM Im writing this complaint here because for the second time Dominos has shown that they do not provide any answer from either their complaint form or email. They send an automatic email that says theyll try their best to get back within 3-4 days however even after follow up email from me they never do. This is the second time *** made a formal complaint, using direct and polite communication and have went unanswered.Like last time, my pizzas were of very poor quality and one of them was so doughy - either from being undercooked or improperly prepped ingredients (dough still frozen) that I had to throw it away entirely. Its a shame because some of their employees do an excellent job and I never have a problem tipping and thanking them however when I receive this horrible of an order and no one even takes the time to provide an explanation I think that is a sign of not having any care for the customer. Until I hear back from ********************** I will NOT be returning nor would I ever recommend it to friends or family for the poor service I have received.

  Business Response

  Date: 25/07/2024

  Good Afternoon, I am no longer working for Domino's Pizza of Canada Ltd.  Can you change the contact on file to the below?

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

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

  Thank you

  Business Response

  Date: 25/07/2024

  The complaint was changed to do Daeca but I am still receiving the email. Can you remove my email and update to *********************************?

  Thank you

  Business Response

  Date: 25/07/2024

   Spoke to the Store and they have tried several times to get ahold of the customer but they have not responded. They have told me a refund is on his file but he needs to return their calls so they can process the refund.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered pizza online so information was autofilled. Driver had the wrong address, I asked the driver if I could take a pic of the incorrect information. I advised the driver I didn't want the pizza. Called the company to advise of the issue the man told me I was wrong that the address was a different address wich is impossible since it's auto fill. Man started to become belligerent and telling me to go ^#^# myself that I was rude to their driver. He hung up in which I called back and asked for a supervisor or manager he denied that and swore more and ended the call. Called one more time to speak with a supervisor or manager in which he was aggressive and ended the call. Just very unprofessional for a supposed professional business.

  Business Response

  Date: 23/05/2024

  Domino's Pizza only auto-fills suggested addresses based on user information. The address given to our system was ******************, confirmed by the user. The driver requested any additional information since the address was incorrect. ***************************** was the name on file, but we were unaware of this as the person on site refused to provide any further information and then refused to pay until we handed him the receipt. The driver declined to give the receipt as we could not confirm the identity of the individual, and our policy is to never disclose any customer information. The insider was given a write-up as the incident was handled in an unprofessional manner.

  Customer Answer

  Date: 23/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint is illegal false advertisement in email promotions and failure to provide promised compensation to eligible purchases. On 15 Dec. 2023, I purchased a gift card in-store. This purchase was made purely because Domino's email marketing had advertised that if you bought a $30 gift card on that date that they would provide you with a free medium pizza redeemable online beginning in ****. This week I went to redeem this code, assuming the redemption code would be found on my sales receipt for my gift card purchase. It was not. When I asked customer support about this, they said that it was my responsibility to have known that the redemption code should have been provided on a separate physical voucher, which was not given to me despite even the physical store advertising indicating this promotion, and none of the promo's fine print indicating that I would need to collect a separate voucher in store. This is an intentional failure to train staff on promo procedures with the obvious intention being to profit from ripping off customers. Customer support's response was "Our National gift card promotion ran November 21 - December 31 2023. Any gift card purchased in-store with a minimum $30 qualified to receive a physical gift certificate, this gift certificate was not digital and would have been handed to you at the time of purchase. Please note the promotion was while quantities last." My response was "I purchased the gift card in store during the timespan indicated. I'm also able to provide proof of purchase. It's not the customer's responsibility to understand how staff processes work, it's on your company to train employees on how to handle promotions properly. This is blatant false advertisement." They then reiterated their legal catch-all excuse: "As mentioned in the earlier email the promotion was while supplies last." If the supplies are gone, you need to tell the customer that when they go to purchase the promo item. Regardless of legality, highly immoral.

  Business Response

  Date: 29/01/2024

  Good afternoon,

  This customer had separately contacted Domino's Pizza Canada ************* Team to submit their concern. The ************* Team shared this concern with the Domino's store. The Area Supervisor of the store has since contacted the customer directly to address the issue and has given them 2 free pizzas. 

  Business Response

  Date: 29/01/2024

  This customer had separately contacted Domino's Pizza Canada ************* Team to submit their concern. The ************* Team shared this concern with the Domino's store. The Area Supervisor of the store has since contacted the customer directly to address the issue and has given them 2 free pizzas. 

  Customer Answer

  Date: 30/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:29/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I love your pizza but when ever I order pizza in ******** they count chicken topping as a two topping but if I am outside of ************ they count chicken toppings as a one. If I order 3 topping chicken hot peppers and onions they charge me as 4 Toppings

  Business Response

  Date: 24/01/2024

  Our team reached out to the customer and explained the cause.  We have arranged for the customer to receive a credit in the store.  The discussions and arrangement seem to resolve the concern.  Thank you

• Initial Complaint

  Date:14/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a gift card and needed to check the balance. On the card there is a phone number and request to press option #3. No such option exists for a gift card balance. Never at any time are you able to speak to anyone. Nobody answers their phones. This is head office in Canada. I called another number I found online and the same thing...this time the phone only rang. There was not even any voice message. This is what is called ******************* I called one of the Domino's stores in ******** and was told I had to come in to get the balance. I didn't intend on going out and driving to a location, I just wanted to know the balance so when I decided to go I would know ahead of time. No cooperation from this company at all. There is absolutely no ******************* Any email will be answered in 3-4 business days so they say. Judging by the no responses so far I wouldn't count on it. Unless they are inundated with emails and phone calls I don't expect to hear back from them. They are oblivious to answering their phones at any time.

  Business Response

  Date: 05/01/2024

  I reached out to the customer see below.

  From: ******************
  Sent: January 3, **** 3:34 PM
  To: *******************
  Subject: Gift Card Complaint
  Hi *****,Hope you are doing well. I received your complaint regarding the balance on your card. Can you send me the 19 digits on the back of the card?
  I will provide you the balance.
  Thank you.
  ******

  Customers Response:

  From: ***** <*******************>

  Sent: Wednesday, January 3, **** 6:04 PM
  To: ****** Tower <********************************>
  Subject: RE: Gift Card Complaint
  
  ** EXTERNAL SENDER / EXPDITEUR EXTERNE **
  Hello,unfortunately this was almost a month ago now. I ended up going to a Dominos store to find out the gift card balance as that was the only way I could find out. It ended up being around $11.00 so I ordered a pizza and paid the difference. The card
  Was used up and I will not ever purchase another one.It should have been much easier to obtain the balance rather than have to go to a Dominos store to get the information.I can no longer send you this information as the card was used up at the store on ************** in Transcona. Thank you for your response.

  After her response I sent an email with my apologies and a coupon code for a free large pizza with 3 toppings.  Thank you

• Initial Complaint

  Date:29/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am a long time customer of Dominoes ********************** , ************************************************************************** I placed an order (order #**) for pizza on September 21st, 2023. Both my husband and I got very sick after eating the pizza that was delivered to us from this Dominos. We had eaten different things during the day, but we were apart, both at our respective jobs, meaning, we did not eat anything together. The only thing we ate together was when we got home and had this for our dinner. Then, approximately 4 to 5 hours later, during the night, we both go food poisoning. This means by process of elimination, the cause of the food poisoning had to be what we had both eaten, ie. the pizza.I contacted Dominos customer service the next day and informed them of the issue. Their customer service got back to me with the email I attached here. They said that they would do 'everything possible' to respond to me within 4 business days. They never responded. I emailed them once again today and there has been again no response. I believe they will simply ignore what has happened and hope it goes away.My husband and I were made very ill from this and I believe that ******** should refund the money spent in this case. I don't think that is asking too much considering how often we have ordered from them over the past years. Ignoring us like this has shown us that they do not care if they make people ill. They will not take responsibility, nor even care to get in touch to resolve anything they have done. We would greatly appreciate any help.Thank you

  Customer Answer

  Date: 06/10/2023

  I was contacted directly by ******** and they have refunded my money for this order.  Thank you to the BBB! You were the reason I saw a refund for this.  Please close this case as it is now resolved.

  Customer Answer

  Date: 06/10/2023

   
  Better Business Bureau:

  I was contacted directly by Dominoes and they have refunded my money for this order.  Thank you to the BBB! You were the reason I saw a refund for this.  Please close this case as it is now resolved.
  

  
  Sincerely,
  
  *****************************