ComplaintsforDomino's

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Made a order for my 14 year old daughter at 8:31 PM as I was out of town, so I order Domino's for delivery, mind you the neighborhood I live in is a **************, regardless she's 14, I live in a 6 plex with upper and lower. The delivery driver arrived and calls to ask ** to come down and get the pizza as they have medical issues, so they can't come up stairs. Im sorry but that is part of your job. I call the local domino's to discuss this as I'm upset and the lady who answered was very rude and hung up, I call back to try to voice that it's a safety concern and that it's on the company to ensure they hire people who can deliver upstairs to people as well before I can even say anything she was very rude again and said I don't have time to argue or discuss this and hung up again.

  Business response

  05/08/2023

  Customer ordered a pizza for delivery from the Dominos in **************. The pizza was delivered by an employee with a disability.This employee delivered the pizza to the customer,who lived in a  upstairs  apartment. Although the employee can, in certain instances,   climb steps, determined these were too steep for her to attempt. The employee called the customer and requested that the customer walk down the stairs to receive the pizza . The customer did so, and the employee returned to the store. Afterwards, the parent called the store and complained  to the manager about the delivery not being made directly to the door. The manager explained that the employee felt unable to climb that particular set of steps due to a disability. The manager then gave the customer $10 off the order to compensate for the inconvenience. The customer called the manager repeatedly, complaining that we needed to employ people who were not disabled, and claiming that we put her daughter at risk by asking her to walk down the steps to receive the delivery. After repeated calls to the store, the manager refused to further engage with the customer. The customer called the ************* line at ********************** Pizza several times, and the customer care people eventually referred it to me.  I attempted to explain the ADA *** to the customer, and  that we had been making reasonable accommodations. The customer refused to accept this, insisting it was our responsibility to hire individuals that could deliver anywhere. I further felt that her daughter was not at risk walking down the stairs. If they lived there, her daughter was required to walk down the steps on a frequent basis. If the daughter felt at risk, she could refused to walk down the steps to receive the pizza, which she did not. The customer wrote me several emails, and contacted the ************* center as well. After several contacts, the customer care center contacted me that they were not further engaging with customer. At **********************, we pride ourselves in the diversity of our employees, and make every attempt to hire people who have a positive attitude and who want to work, no matter what their personal circumstances are. We also attempt to anticipate each and every delivery situation our employees encounter and compensate for it. Although that is not possible, most of our customersareunderstanding.

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