ComplaintsforDomino's

• Initial Complaint

  08/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order for pizza and loaded tater tots. Was supposed to be free pizza but had to order several other items just so they would deliver - $17 to be exact. Which is deceiving. So order anyways and then only received partial order. After several minutes of calling only to be on hold for over 15 minutes of an issue that they caused. Spoke to EXTREMELY RUDE person on phone who felt like was talking to me like I'm stupid and refused to give me a refund. He claims to have called me - a lie. Tried to file a complaint with corporate and no refund and a one line apology and NO refund. I had to file a complaint with PayPal to get my money back. Overall terrible service and company does nothing to rectify situation. One might think this was done on purpose.

  Business response

  09/01/2023

  Good afternoon *****,

  I am writing you to issue you a formal apology from myself, the manager that gave you all the trouble, as well as the rest of the store. I just received your complaint via mail, I was unaware of this instance happening. Please give me a call at the store next time to rectify any issues you may have.

  I will also apologize that we did, in fact, run out of an advertised menu item. Unfortunately, we did had sold out of the tater tots by the time that we received your order. We have already resolved that issue by increasing the stock we keep on hand.

  I would lastly like to apologize for the minimum delivery charge. Unfortunately with us being a franchise location we are unable to provide any immediate solutions for this issue but I will happily push your issue to our support team.

  Thank you for being such a loyal customer and for your patience with this issue. Please give us a call to redeem a credit for any free pizza or side item.

  Thank you,

   

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

  Operating Partner

  Cowabunga Inc.

  Customer response

  09/06/2023

   
  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

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a order for nearly $50 on 2/3/2023 at 943PM EST. The order was marked contactless with directions where to leave it. When the order arrived it was thrown on the sidewalk about 5-6ft from my front porch. We actually opened the door as the driver ran to the car, jumped in it and sped off. Right after it happened I called the store. The person that answered would not identify himself. He fixated on the fact that I mentioned that I did not leave a tip (due to prior issues with orders), instead of the fact that I told him that I would like my order remade and I had family on the way to pick it up instead of redelivering. He told me that he could not help me and I needed to report it to corporate if I had a problem and hung up on me. I did not raise my voice to him or use disrespectful language or tones. I called back and was hung up on. When my wife and teen son went to the store to get the replacement(as a customer we had a reasonable expectation of quality service from prep to delivery), they were treated even worse. The store manager and the assistant manager did not even attempt to resolve the issue. In fact the assistant manager took the lead in the exchange and vehemently refused to remake the order. He was argumentative and combative. He expressed that he didnt care if he was reported because nothing would happen to him. He also told the other employee who was trying to help that he could make the order by himself, but no one else would help to remake the order. He said we could report but refused to provide his name. We have never had treatment like this before. We asked for a refund and was told the the order was voided, but after getting home it appears that the receipt just says DO NOT DELIVER with a credit card number I dont recognize. I was an avid rewards member but I have no confidence in Dominos service, product or principles. I am disgusted by the whole experience. Store #**** *************************************************************************

  Business response

  10/06/2023

  Good afternoon Markeilsha,

  Firstly, I would like to offer an apology for you unsatisfactory service you received back in February. I have just now received this compliant on October 6, 2023. I was not at this location back in February but it seems like the store ddi issue you a refund on that day.

  If you did not receive a refund, please reach out to me at ************** and I can attempt to resolve this for you. Just ask for ***** or *****

  As for reprimanding the employee that you spoke with, after digging into our time clock and order reports it seems like none of the management that was working at that time is at this location anymore. The driver you dealt with is also no longer with this location as well.

  I hope I was able to assist you satisfactorily.

  Thanks,

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

  Operating Partner

  Cowabunga Inc.

  Customer response

  10/09/2023

   
  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.
  

  Since the incident my family and I have opted not to patronize Dominos at this or any other location. However, since you all are under new management we may reconsider that in the future. 
  

  Thank you for following up.
  
  Sincerely,
  
  *****************************

*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. ↩