ComplaintsforDomino's Pizza

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from Domino's Pizza today and when I received my order via delivery it was cold and was made poorly and had the wrong topping on the pizza. I ordered a large NY style pizza with pepperoni, mushroom, and black olives. The pizza had onions baked in the cheese and the black olives were not cooked at all. The black olives were added to the pizza after it was cooked. It is obvious the order was prepared wrong and instead of making a new pizza the workers and manager decided to place raw black olives on the pizza and send this to a paying customer. I called the store and the manager ******* answered. She was clearly bothered by my complaint and did not give a solution or offer to remake the pizza. I had to state to her "are you not going to say anything?" In which she replied do you want a credit? It was rude and clearly unwarranted since I was not rude or condescending. She disconnected the call while I was speaking. I called back and told her that was rude to hang up on me. She stated she was done talking. I asked again what is her name and if she was the manager so I can escalate this issue to someone higher than this shift manager or store manager.

  Business response

  07/21/2024

  My General Manager at the store called and apologized to the customer. GM(*************************) refunded the credit card and gave the customer a credit on a future order. The customer was satisfied with our apology and refund. Thank you

   

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

  Director of Operations

  ********* Pizza

   

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a free pizza coupon emailed to me on multiple occasions that did not populate on my account. I reached out to support and literally no one is responding for MONTHS at time!!! Why am I not getting a response.

  Business response

  06/19/2024

  We have contacted this customer via email and are waiting their response. Their "complaint" with Domino's was submitted and not routed to our franchise, which is why this customer was never contacted by our franchise. Their complaint is regarding technology that is not associated with our franchise but with Domino's corporate IT team. We've asked the customer to contact us personally as we will provide a free pizza regards of the tech issue related to the complaint. We will also use the additional feedback we've requested from the customer to help trouble shoot what might be the cause of the issue. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dominos is currently running a promo, in which you can receive one free emergency pizza, with a qualifying purchase. On Tuesday, Nov. 7, I made a qualifying purchase of one large 14"pizza. I did this online and once I paid for the order, online, I got a message, on my Dominos profile, that I had earned the free medium emergency pizza. Two days later, I went on my Dominos profile to claim the pizza and the message now read differently. It said that I had to make a purchase to earn the free pizza. I NEVER HAD A CHANCE TO CLAIM THE ONE I EARNED. I called the store to tell them what happened, then they said they couldn't help me, to call corporate. I called corporate and sent them an email, because NO ONE answers phones there, to only receive a case ID #*******, in which I can take issue with the location in question. So, I got turned in a circle here. I called the store where I purchased it and presented the case ID# to the assistant manager. In short, he said there's nothing he can do and that he can't give free pizza to everyone that comes in the door! I'm not lying about what happened to me. My Dominos profile showed me that I had one free emergency pizza to claim, but two days later it was gone! This is not fair. They are the ones running the promo. I did what I needed to do to earn the promo. If they don't want to honor the promo, then they shouldn't be running it. I know they probably have people trying to scam them. I get it. But, I am NOT LYING about my situation. I wouldn't take it this far, of I was. I just want what I earned fairly and they don't want to honor it. I'm out of work currently and I thought this was a great idea but I feel like I've been taken. It's around a $7 medium pizza, so I can't understand why they won't honor my PROMO REWARD. THEIR PROMO!!!! Please help me here. I've uploaded a picture of the promo info and a picture of MY order, which earned me my pizza I never got.

  Business response

  11/16/2023

  I emailed the customer with an apology and issued a credit in our system for 3 medium pizzas 

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

  Area Director 

  Customer response

  11/17/2023

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

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have 3 cases opened with Domino's and none were responded/resolved or even contacted by the store.******'s Customer CASE ID: ******* Domino's Customer CASE ID: ******* Domino's Customer CASE ID: *******

  Customer response

  11/01/2023

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

  Business response

  11/16/2023

  Hello I've received your complaint dealing with the Dallas ********* I'm very sorry for that experience and I'm issuing a credit for 3 medium 2 topping pizzas under the phone # ************* 
  

  If you place an online order the credit will not be visible. You can place the order on line just skip the payment section and give the store a call. Let them know there is a credit under that # and they will be able to apply the credit. If you have any issues with this please give me a call *************. Again I'm very sorry for that experience and I hope this email helps with the frustration you experienced 
  
  
  
  
  
  
  ***********************
  Area Director 
  ********* Pizza 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pizza online for car side delivery due to my knee being injured and barely being able to walk. When I arrived to dominos I clicked "I'm here" in the app. I waited about 10 min for someone to bring my order out and no one did. So I wobbled inside and asked about my order. The lady who says her name is "******" pointed to a rack where my pizzas were waiting. I asked since the website says that my pizza wasn't delivered in 2 min it says that I get a free pizza. ****** then begins to say no. I try to show her what the website says on my phone and she says we do not offer carside delivery. I advised her that there is a sign outside that says carside delivery and she then yells at me that it doesn't start until 4. She then goes back and forth with me being rude and disrespectful. I ask if she was the manager and she says yes. So I ask for corporate or her gym's number and she says I have to find it myself. This was so embarrassing and I would have just ordered delivery had I known carside delivery would be this much trouble. ****** had no customer service what so ever! She advised that no one would respond to my messages sent to complain. They are routed back to her. I have not heard back from Dominos and it has been over a week now.

  Business response

  07/25/2022

  We only do car-side delivery between the hours of 4-9pm. We conformed with our customer support that this order was placed as a carryout. We did however try to call her and she sent us to voice mail. We have a credit for her under her phone number that is ************ for the miss understanding. We will also try to contact her again tomorrow. 

   

  Thanks,

  Chris 

  
  

  Customer response

  07/26/2022

   
  Complaint: 17614070
  
  I am rejecting this response because: No one has tried to contact me regarding this concern. The store manager ****** was extremely unnecessarily rude as well.  The order was scheduled as carside delivery which was why I knew about receiving a free pizza to begin with, because I had problems walking and ordered it that way. The website did not mention anything around carside delivery beginning at 4 and the sign to park was out for carside delivery. I believe that this is extremely unprofessional of dominoes representatives over a free pizza. 
  
  Sincerely,
  
  Ahisia *******

  Business response

  07/27/2022

  The Area Director has tried to reach out to the number provided and the call was not answered.   The Area Director has spoken to the employee and advise them how to respond to the issue going forward.

  We have given the free pizza requested to the customer, it is in the system under their number for the next time they order.   I am not sure what else the customer wants us to do unfortunately we can't speak to them if they do not answer the phone call.

  Thank you matter is resolved and handled at this time.

  Domino's 

   

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a regular Dominos customer I would buy ********************************************* once a week until I went out of town and I went online and use their online services to order pizza and pay for pizza December 2021 so it was December 12, 2021 I went online and I ordered a pizza and paid for it online I was out of town and my 16-year-old was home by himself I ordered the pizza the pizza never showed up card Dominos they said that they were behind an hour later no pizza two hours later no pizza three hours later no pizza I attempted to call the store on freedom and spoke with the manager there who cursed me out and pretty much told me she didnt care the manager at the store had poor customer service and no empathy skills she didnt even offer to refund me my money this made me very disappointed because I was a regular customer of dominoes since December 2021 I have not spent one dollar with dominoes and they have yet to call and apologize they have never refunded my money and thats all I want it was a refund or an apology which I got neither the only thing that I did get was cursed out by the manager who was I would say quite ghetto its unacceptable to behave that way as a manager and to not find a resolution for an angry customer who is a regular customer I dont appreciate how I was treated that day and again I have never spent not one more hard earned working Dollar at that establishment and I never will again they need to know that and they should have refunded my money since Ive never my pizza never showed up and my son was hungry he went he had to eat what he had to because the pizza that I bought never showed up at my address

  Business response

  05/29/2022

  Called ************* on 5/29 and apologized. We will mail her a check for $25.00 on Tuesday 5/31. I also put a credit under her phone number for 2 large pizzas of her choice. She was satisfied with this and thanked me for calling.

   

   *******************

   

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with this company on November 12, 2021 at around 5:45 PM. I received a confirmation at 6:15pm with a delivery time of ***** minutes. At around 6:45 I looked at the tracker and my food was ready. I looked again at 7:15ish and the food was still not out for delivery. When I checked again later on the time was then ****** min for delivery. So I called the store and told them I would just come pick up my order. When I got there it was just sitting on the shelf for over an hour. The food was awful, cold and old. I didn't receive the driver tip or the delivery fee back and was still charged the entire amount. I have filed two complaints and gotten no response.

  Business response

  12/12/2021

     I called and apologized to the customer for the terrible service she had received from our Mountain Island Lake store. I refunded her order and gave her a credit for two pizzas. **************** thanked me for calling and was satisfied with the resolution.

   

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

  Director of Operations

  ********* Pizza

   

   

  Customer response

  12/13/2021

   
  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

  10/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order with Domino's Pizza for curbside delivery. The order was supposed to be ready at 8:38. At approximately 8:50, I begin to try to call the store. No one would answer after 5 minutes. I walk inside to ask how much longer. I was by one of the employees that my food will be out when it gets done. I ask for the manager. The manager refused to speak to me. When I asked the manager about my food she asked if I was capable of waiting 5 minutes. Then she began to hurl insults at me calling a "black" ??? The manager also began slamming the dough trays. I ran outside to get my phone to record her behavior. This woman called me ugly and ridiculous. She made reference to me as "you people". The young man admitted on camera everything that I am alleging. All of this is recording on their company video system and portions are recorded on my cell phone. Filthy, nasty store and people.

  Business response

  10/13/2021

  I reached out to Ms. ****** via telephone. I listened to her concern and she also stated that she has video evidence of her claim and has posted it on social media via Facebook. I apologized for her experience and stated we take accusations like this very seriously. We will do our due diligence and investigate this matter further. We will be checking our surveillance cameras and Ms. ****** will be emailing me her video as soon as possible. 

*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. ↩