ComplaintsforDomino's Pizza

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son is autistic and because of this he has only certain foods he eats. Dominos being one of the 5 items he eats. Because he eats so lil food we try to alternate as much as possible which means we order dominos every two to three days. The dominos I order from are constantly cancelling my point redemption. I save up my points and my local Domino's won't let me use the points. At the moment I am on a limited income and I rely on points when I can't afford to buy his pizza items. Like tonight I ordered him a pie thru his points because he refused to eat anything else and I couldnt buy one and they cancelled my order which has now led me to force him to eat something he does not want to eat so I am not sure he will eat tonight. It's not fair because I spend a lot of money on you guys and I am really about to stop and find a new pizza company for him to eat from. You guys are literally across ********** from me and he loves the crust you use but I know other companies who use garlic crust so you guys are about lose a real loyal customer to your employees at ******* location in the ***** unless you make this right.

  Business response

  08/23/2024

  Thank you for reaching out about the customer's concerns. The customer has been contacted by the local store and given an apology and a free order to resolve the concern. Feel free to contact us if you have any further questions.

   

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

  Customer Service Supervisor 

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

  Customer response

  08/23/2024

  [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:
  
  The local store has not reached out to me and has not offered me anything free so I don't know what this offer is talking about. Send me an email showing me I have something free and I will accept it but I have not received anything free so I have no clue what they are talking about and definitely have never received an apology
  
  Regards,
  
  ***********************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to dominos to get a pizza, I showed a pizza that delivered and was burnt up in recent past she said I cant do anything about that, said I am not asking for money I just wanted to let a you know. and the manager said I dont care, I said thats wrong and she flipped me off, I said obviously you do care or you wouldnt be flipping me off. She flipped me off again. So I double flipped her off( manager was ( Brittany *** 23 around 9 pm in store in Windsor va, only dominoes in Windsor , offWindsor blvd)) she told me to get out off her store so I said ** leaving and slowly scooted out, she said Im not scared of you and aggressively came around counter) as I went out door she came running out and up to door. And a guy held door and her so she couldnt get out , I told her I am a disabled vet and if you touch me you will go to prison, she was at door violently trying to get out and giving threatening motion lbasically telling me f*** you( Im sorry for the cuss word) threatening me with violence and coming at me assaulting me and threatening me with battery, she assaulted me and thats a crime. When she was fighting at the door a man wouldnt let her out, I did say come on out here and touch me come on out as I was walking to my car, they said they were calling police I said good they can pull me in the way home so I left the property as not to be trespassing since she told me to leave. She assaulted me and if she made it out I would have defended myself, she would have went to hospital , and they probably have wrongfully locked me up. I never threatened her other than saying if you touch me she I am a disabled veteran if you touch me you will go to prison be guilty of battery. I guess the whole incident was assaulting me and actions threatened with battery..I am thinking about calling police about incident. Let me know what actions you can take. I am a disabled vet and the threats put me in a mode that wasnt good for me,, severely effected my disability. Thanks.

  Business response

  03/23/2024

  Your letter dated 03/22/2024, addressed to Dominos Pizza LLC ******************** has been forwarded to me for response.
  
  The document attached to your letter indicates that *************************** ordered food from a store located at ***********. According to our records, that store is not owned or operated by Dominos Pizza LLC, but by **********************, an independent franchisee.
  
  Franchisees are independent contractors and the persons who work in a franchisees store are employees of the franchisee and not employees of Dominos Pizza LLC. Dominos Pizza LLC does not interview, hire, schedule for work, pay, supervise or discipline any employee of a franchisee. Franchisees are solely responsible for the day-to-day operation of their store(s). Franchisees maintain their own bank accounts, file separate tax returns, possess their own identification numbers, and set their own prices. Franchisees and Dominos Pizza LLC do not share losses or profits and neither company owns any interest in the other.
  
  Nevertheless, we believe the concerns expressed by the customer are serious and we have forwarded a copy of your letter to the franchisee. We expect the franchisee to address the issues and take any actions that *** be necessary and have been advised this issue was addressed and closed on 03/12/2024 by the independent owner.
  
  I trust this will allow you to close your file as it relates to Dominos Pizza LLC. Of course, should you have any questions or need additional information, please feel free to contact me.
  
  Sincerely,

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

  Domino's Customer Support 

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The owner who corporate hired to take control of the Domino's in *********** is ridiculous. He is not cooperating with my request and he needs to cooperate his rudeness and arguing with a customer is not ok and it needs to be settled I politely asked for a refund and he rudely turned it down.

  Customer response

  02/04/2024

  The owner of Dominos *********** under Corporate is ***** and he was very argumentative, refusing to listen, and interrupting me at every chance he gets. All I wanted was a simple full refund because of the mediocre food I received on 1/27/2024. When I had contacted them through the website the same they had failed to get back to me I doubt ****** the owner because he wouldnt be treated me like a piece of garbage the way he did. All I am asking is a simple full refund and then I will never go back to Dominos when I get my money back because the unprofessional owner 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  H323**5393934323**436H once again had me pay for things and did not give them to me, this is an ongoing problem and they do not care that they are ripping you off. Contacted store and was hung up on then filled out a complaint on H33383**0373733323**1H website only to be ignored, called store again and was told that they would make it up the next time but when at store was told no record of that and they would not honor my request this has been going on for years they make mistakes and then blow you off, I quit buying from them for years in ******* **. now I bought a house here in ******** ** and tried them again and nothing has changed. This started on 12/16/2023 1st complaint filed same day and filed the complaint again 1/10/2024 I got a call after refiling a complaint and woman who called ********************* told me that she saw my complaint and decided that had already been taken care of and that she just ignored my complaint until I filed it again then she became aware that maybe nothing had been done, this ****** me off just as much as being hung up on after calling store or being told at store too bad. This woman epitomizes just how much they just don't care about customers and that ripping people off is part of the company way. Maybe by writing directly to company headquarters someone might really give a c*** and do something company wide as I'm sure this isn't a ********** store problem only and if it somehow is you should fire your personnel. Date first happened 12/16/2023 order # **/ store # ****/ ************************************************************** Call from ********************* 1/11/2024 10:35 am, almost a month before someone contacts me. Do have a copy of receipt.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  on dec 15th i ordered dominos i hit the get a free emergency pizza button to order, placed my order never got email saying i got a free emergency pizza, this is actually the second time this has happened i never complained the first time this time i did reach out to dominos custermer support they did get back to me with a case # saying they will forward my message i have not heard anything since my case id is ******* i tried calling dominos corperate phone # listed couldnt get a live person just recording saying how to reach us other methods terrible cusetermer service

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The merchant has been advertising a ******************** bonus when purchasing one of their pizzas during the current promotion period. Based on this representation, on October 28, **** I purchased a Dominos pizza, order # *** and received acknowledgement that I then had the ******************** available. On or about December 8, 2023 I tried to claim the promotion pizza but it did not show up under my Dominos portal or app user ID. At that time and over the next couple of days I called the store and various corporate and franchise phone numbers for assistance. Everyone I could reach said the only one who could rectify this is at corporate and they never answer their phones and it turns out also do not call back messages left. I discovered in fine print the free pizza must be claimed within 30 days. Such a restriction didnt enter my mind because by definition an Emergency is not something that happens within such a brief, pre-defined window. Obviously what Dominos has done is to employ false and misleading advertising tactics.On December 11, 2023 I Initiated a request for assistance through the Dominos website, which was assigned case ID: *******. Fairly detailed background on my situation was provided. A very belated response email arrived on December 20, 2023 and the representative simply reiterated what is in their fine print and not acknowledging or providing any resolution to this event that has occurred due to their false advertising. I also tried contacting Dominos CEO, ***************************, through our business school web portal system and did not receive a response.Potential customers should be aware of the potential issues when purchasing from a merchant like Dominos that operates with these such ethical standards.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Please refund order 512. The crust was too light in color. I could not eat it it was too hot.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from the Dominos app, from a specific address. When i had completed the order, it was as normal. Up until the order was completed it was the same address. When the order had been completed it was a completely different address that I couldnt get to. I have contacted customer support several times in the past 3 days and have not received a SINGLE human response. I have not been refunded for it either.

  Business response

  09/12/2023

  The following is an email sent directly to the customer's email.

   

  --start of email

  "Hello,
  
      My name is **** and I'm one of the owners of the store in which you encountered an error with your order. I'd be happy to help you with the situation, and I'm sorry ******'s online system failed in submitting your order properly. Filling myself in on the details here, I understand on a few occasions, some of the store managers tried calling you at ************ but were unable to reach you so they eventually emailed you here. I tried myself as well as phone tend to be a quicker fix but it goes straight to messaging system that doesn't allow option to leave a voicemail. It's my understanding as well that you spoke to a manager at the store but the card provided wasn't matching up with the card used to pay for the order and was going to call us back and that's where we are currently at.
      My next step is to dive deeper to provide further details that might assist in locating this card, as Domino's system won't allow a refund without the lasts 4 digits + the expiration date. If I could force a refund through without that, I would. The details I was able to find is that the card ends in [removed for privacy] and it is a **** credit card. At this point, all we need is the correct expiration date for the card. An alternative method would be coming to the store and we issue a cash refund in person, if there's any ability in doing so? I truly hope this helps. If you find the card, give us a call for a refund. All they need is the details of it being on 08/23/2023 and is order #***, along with the last 4 of the card and the expiration date. 
  
  
      You are also welcome to call me at my work number listed below. Thank you for your time, I hope we can get this resolved swiftly for you.
  
  
  Sincerely,

  [Email Signature Tag]"      

  --end of email

• Initial Complaint

  08/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hello I am writing to bring to your attention a concerning incident that I recently experienced at your Dominions location #**** in ***********. I believe it is important for the company's management to be aware of such issues in order to maintain the high standards that Dominions is known for.During my recent visit to the mentioned location, I encountered a disheartening situation regarding the 2-Minute Guarantee for pizza delivery. It appears that the performance metrics were being manipulated by halting the timer for the guarantee before the pizza was actually delivered to me as a customer. Regrettably, this tactic led to my not receiving the promised free pizza under the guarantee terms.Specifically, after the timer was paused, my pizza was not brought out promptly, necessitating my own visit to the store in order to collect it. This experience not only undermined the credibility of the 2-Minute Guarantee but also caused a significant inconvenience on my end as a loyal customer.I attempted to address this issue through a BBB case (#********) earlier, where it was mentioned that management had tried to contact me. However, I can assure you that no such contact was made. Furthermore, I reached out to District Manager ************************* via voicemail, but unfortunately, I have not received any response.It is my sincere hope that this email serves as a catalyst for addressing this matter with the seriousness it deserves. As a customer, I believe in the values and reputation that Dominions upholds, and I implore you to ensure that all locations, including #****, honor the 2-Minute Guarantee without resorting to the manipulation of performance metrics.I kindly request that you thoroughly investigate this incident, take appropriate actions to rectify the situation, and prevent such occurrences in the future. Upholding the trust of your customers is paramount, and I trust that Dominions will take the necessary steps to maintain its excellent reputation.Thank you for your time and attention to this matter. I look forward to your response and a resolution to this unfortunate incident.Documented Incidents Order #**** placed on 8/19/23 (Case ID ******** Latest issue, previous ones resolved Order #**** placed on 3/17/23 (Case ID ************* #**** placed on 12/25/22 (Case ID ************** provide points owed to my account

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday the 12th i placed an online order to the store in ******* ******** on ************. I watch the driver named **** ride around my neighborhood for about 30, before running off with my pizza. The store phone lines where down, so i only got to speak with the call center on that day. They refused to even speak about any issues or provide a means to contact the store. The fallowing day the manager of the newtown rd store called me from her personal cell phone *************) demanding my full card #, expiration and ccv. I asked her if there was a wall for me to verify who she was with Dominos. She stated no there wasnt several times, and if i wanted a refund for the stolen pizza i had to give up all my card info to her. I spoke with several different location managers about the refund policy. I was informed that all that was needed for a refund was the last 4 and expiration of the card. I did speak with a person named ********************* at ************, who lied and tried to cover up the attempted scam.

  Business response

  09/27/2023

  A letter dated 9/7/23, addressed to Dominos Pizza LLC ************* ********************** has been forwarded to me for response. 
  
  The document attached to your letter indicates that ************************* ordered food from a store located at **********, **, which is a corporate owned location. In order to ensure that this concern is resolved, we forwarded a copy of your letter to the management responsible for this location. The management of the store has notified us that they have spoken with the customer and provided a refund. At this time, we consider this matter closed. 
  
  I trust this will allow you to close your file as it relates to Dominos Pizza LLC. Of course, should you have any questions or need additional information, please feel free to contact me. 
  

  
  

  Customer response

  01/04/2024

  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:
  
  This response fails to address a single issues in the complaint.  
  
  Regards,
  
  *************************

*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. ↩