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:03/11/2025

  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.

  This is my fifth attempt to resolve this issue due to a lack of response from Domino's support. On January 13, 2025, at 5:52 PM, I placed an order and earned an "Emergency Pizza," valid for 30 days per the promotions terms. Using the strictest definition of 30 days as 720 hours, the offer should have been valid until at least 5:52 PM on February 12, 2025. However, when I attempted to redeem it at 4:12 PM on February 12, the app incorrectly marked it as expired, preventing me from using it. Dominos even sent a reminder to use it the offer that same day, indicating that it was intended to be valid that day. This unexpected issue disrupted my dinner plans, which I had scheduled based on the offers terms, and has since required hours of my time trying to get it resolved. I have submitted the online help form three or hour times, and have called my local store who directed me to a corporate phone number. However, the corporate phone number simply plays a recording saying to submit the online help form which I already submitted and did not get a response to. This has a simple resolutionplease reinstate the offer, as Dominos did not uphold its commitment. At this point in the process, I would also appreciate a sincere apology considering the extensive effort I had to undergo to seek a resolution to this very simple problem.

  Business Response

  Date: 03/13/2025

  A $10 e-gift card was sent to the customer via email to make this right. We have now closed this case out on our end.
  
  Thank you

• Initial Complaint

  Date:01/29/2025

  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.

  On 12/16/2024 I call in a delivery of a pizzia from Dominos ********************************************** I order a meat lover pizzia with no sauce and the pizzia was delivered I open the box and the was over cooked and burnt around the edges of the pizza so I called Dominos back and explain to the manager who is on call that the pizza was burnt and overcooked. I found the complaint to The manager replied that she will put the order back in and they will come back and pick the pizza up to replace the overcooked pizza, I waited for almost a half an hour pizza was delivered. I called back and spoke to the manager. The manager replied that they never ***** the order which was a story because I spoke with her so she said that I would have to speak to her manager about a refund they dont get a refund per policy. I spoke to the complaint manager she called me back and told me that she will have to speak to her district manager. She will put in a report and he will refund my money so after a few days went on I never heard back. I called back and I couldnt never get in touch with a manager want tospeak to me or either someone wanted to talk about this matter. The complaint manager explained to me that her corporate manager will give me a call back and he will refund me my money. I never heardfrom him again with that being said, I thought it was very unprofessional and also rude the way to help the situation, not professional at all. I have ordered several pieces from this location and never had this problem though the complaint manager told me that they was trying to revampand regroup the employment trying to get the employees in order to care better professional atmosphere. I understood what she was saying so I had no problems that, but with that being said, I never received my refund and a call from the corporate manager, so Im following this complaint requesting my refund from the location I found the complaint to corporate on 12 /18/2024

  Business Response

  Date: 01/31/2025

  We received notes from the local franchise where this customer placed their order stating that the customer was contacted and they provided the customer with a cash refund. Weve closed this case out on our end.

• Initial Complaint

  Date:01/28/2025

  Type:Delivery 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 number of valid gift cards. Dominoes computer system is saying they have expired. In MA gift cards cannot expire. Please call me at ************

  Customer Answer

  Date: 01/22/2025

  I have a gift cards that have balances but they won't work.

  Business Response

  Date: 01/28/2025

  I have responded to the customer, requesting the gift card numbers so we can help. 

• Initial Complaint

  Date:01/14/2025

  Type:Delivery 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 ordered a pizza to get a free emergency pizza to use on another location. The coupon was there, I clicked on it added it to the order ,ordered my pizza, spent the qualifying amount , purchased the pizza and never got the emergency pizza added to my account. Sent two emails and called the store. No answer. This is the second time this has happened and the second time there has been no communication after I have reached out to customer service.

  Business Response

  Date: 01/10/2025

  NOT OUR STORE

   

  i really wish BBB would make their site more user friendly 

  All this does is **** the consumer off at Dominos and yet BBB does nothing to assists the consumer to get to the correct location 

  REMOVE this from our Store

  Assist these consumers in getting to the right location 

  Frustrated with BBB  i give BBB site a 1 Star does that even matter?

  Customer Answer

  Date: 01/13/2025

  This complaint is not against a specific store. This complaint is because I was offered a coupon on Jan. 3 in my email to receive a free emergency pizza if I made a purchase. I made a purchase but the emergency pizza promo was not placed on my account .  The store I picked up my purchase from is *********************************************************** 

  Business Response

  Date: 01/16/2025

  We investigated the customers ********************** profile and found that they have already claimed an Emergency Pizza. The offer was used with an order placed on 1/3/2025. This offer is one-time only. Weve informed the customer and consider this case closed on our end. ************* Case# *******.
  
   

  Customer Answer

  Date: 01/16/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:01/13/2025

  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.

  Yeah, I.Just want my rewards in my Emergency pizzas that I haven't gotten over the last. I have an ordering pizza all the time. Not asking for the money or anything. I just want my rewards that you guys are not adding to my points and I want my emergency pizzas. Is that so hardtodo? I'm pregnant.I'm fat and hungry. And I just want my free .Everybody else is getting.

  Business Response

  Date: 01/11/2025

  you need to go on an pick the exact store 

  you have picked a location located in ** ********* area 

  we do not own the store you are having issues with 

  BBB site is not user friendly i constantly have consumers send complaints to our locations that are across the country

  I can advise you that the free program is ran by Dominos Corporate located in ********************; you can go online and contact them direct 

  sorry if i could help you i would 

   

  Business Response

  Date: 01/13/2025

  Thank you for reaching out. This promotion, as well as points earned for qualifying orders made, require a Domino's Pizza Rewards account. The phone number and email provided by the customer is not associated to any account. We show in a search by phone number, the last order made was October 28, 2024. We will reach out to the customer to inquire if they have another email and phone number their award account is listed under so we can make any adjustments needed. If there is no account, no points would be awarded, and the customer would not have qualified for the promotion spoken of. 

  Customer Care 

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

• Initial Complaint

  Date:12/24/2024

  Type:Billing 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 on the app which doesnt work so I had to call the order in. While speaking to the employee he was aloof and didnt care when I got the order the drinks were wrong. I contacted corporate but due to their cowardice there was no response. I warned corporate with no response this would be escalated to the BBB

  Customer Answer

  Date: 01/15/2025

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

  Business Response

  Date: 01/16/2025

  We have received notes on 12/9/24 from the local management team from the franchise store where the customer ordered stating that they attempted to contact the customer but they were unable to get in contact with them. They also placed a credit under the customer's account at the store. We've informed the customer and consider this case closed on our end. ************* Case#*******.

• Initial Complaint

  Date:12/23/2024

  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.

  originally e-mailed them 10-4-24. Case # *******. Asked them to e-mail me receipt, transaction, what was ordered and from what location. Showing 0 balance on my gift card and Im thinking this is some kind of internal theft. Will not respond to my specific requests.

  Customer Answer

  Date: 12/23/2024

  Tried to buy pizza with my gift card at the ********************************* location in March 2024. Had to cancel my order because they told me I had a zero balance on my gift card. Should have a balance of *****. Dominos should have my gift card # in my numerous e-mail exchanges with them.

  Business Response

  Date: 12/28/2024

  Thank you for reaching out. The balance of the gift card can be checked, and we have done so and provided the customer with the findings of the current zero balance on the card.

  Like with most gift cards, checking the balance does not provide you with a detailed receipt of all purchases made with that gift card. Balance inquiries are limited in information. The gift cards do not list the order details when providing a balance, nor store information of all the stores the gift card has been used. This is not information that the gift card stores within it for us to provide the customer. It is a standard gift card, like most others. We don't have the ability to send the customer a receipt containing the details of food orders made with their old gift card. That information is not saved to the card. We have advised the customer we are unable to satiate their request. All customers are responsible for maintaining their transaction receipts and records of use because the gift cards do not store the specifics of their food orders and receipts within them. 

  Sincerely, 

   

  The ************* Leadership Team

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

  Customer Answer

  Date: 12/28/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] Dominos, you are being lazy looking into this manner. I beleive you do have the info that I am asking for. I AM a responsible customer in keeping track of my gift cards. There should be a balance of ***** and this is internal theft. Keep looking Dominos.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 3 pizzas on the 8th of December from the *********, ******** store E ******************. All 3 pizzas were overcooked so I called the manager to see if he could make the order over. He told me nothing was wrong with his oven, but he would make them within 30 minutes, and to bring the old pizzas back. ******* at the store there was no pizza's ready, he took a 3 of the pizza's out of the box, and told me nothing was wrong with them and there was nothing he could do. This man literally picked the food that I paid for up with his hands and then told me he couldn't do anything??? I tried reaching out corporate, sent emails and messages and still no response. I just want me freaking money back!!!

• Initial Complaint

  Date:12/09/2024

  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.

  Ordered pizza from ******, **** store and it was sent to a store in **************, Mo. I didnt receive the pizza becatheir computer put into wrong store and wrong state. I just want my refund and they make it impossible to get a hold of anyone. This was done under my sons card. His name is **** ********* and ********************************* is his address

  Business Response

  Date: 12/19/2024

  Dear BBB: 
  
  We have sent a letter asking for more information with time stamp 12/09/2024 11:31AM and until now we have not received the information needed from customer. In order to help we need these details from them. We will follow up with customer so they can respond to us and we can resolve this for them. 
  Thank you for your time. Have a great day! 
  
  Best, 
  Dehan 

  Customer Answer

  Date: 12/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, 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,

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

• Initial Complaint

  Date:12/05/2024

  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.

  My reward point of at least 120 point has expired, the part I'm disappointed is all the email that was send all went into spam, which leading me not to be notified at all, I don't see why the point expires in 180 days after account not being used, the reason I haven't used it because I traveled to ***** for a couple months, and when I went into my account and noticed all my point is gone, I'm hoping in the future the point can expire after a longer period and a text+email warning, because it's really, really disappointing when all the point just expired and I didn't noticed it at all, and I wish to get my credit back.

  Business Response

  Date: 11/29/2024

  Again not a customer in our area 

  they are in ********** we are in NC  not even close

   

  also this is not something that any Dominos can control or change all points are controlled by Dominos Corporate in **************************; no store has any access to that 

  the complaint is not ours nor is it the locations in ***************;

  Once again please remove this from our location and i really wish BBB would get there online complaint system to work to get these to the right place the excuse of the consumer is picking the location is not a really good one 

  the online program should help the consumer pick the location where they live at least not one across the country 

   

  Customer Answer

  Date: 12/02/2024

  Domino Pizza in general, since they are the one made the membership program, thank you!

  Business Response

  Date: 12/05/2024

  Dear BBB: 
  
  Our Loyalty program does state that rewards points expire after 180 consecutive calendar days, about six months of inactivity, meaning a period of no earning or redeeming of points on your account. Per our terms and conditions we are unable to reinstate any expired points. This customer placed their last qualifying order on 4/22/2024 and their points expired on 10/22/2024. We have sent an email to customer to notify them of this information. 
  
  Thank you for your attention in regards to this matter, have a great day! 

  Customer Answer

  Date: 12/05/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  Im hoping in the future they could have text notifications, since phone information is collected, and their email goes into spam. So its impossible to get notifications for point expiration 
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ******* *****