ComplaintsforDomino's

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Original order placed 10-6-2023 for $31.18 order was not correct/ruined and when I picked up informed both counter employee and manager, I wanted the ruined items removed from order was informed they were not willing to do this needed to pay for complete order and contact their nationwide customer service to get this refunded.Paid the $31.18 and contacted customer service with: CASE ID: ******* on 10-06-2023 and their response on 10-07-23 at 10:35 pm was: I have credited your account forthe sandwich. Regards,**** Lanier Dominos No refund was ever issued recontacted again on 10-11-2023 and still no response or refund.Have no choice but to have you intervene as they are ignoring this and not fulfilling their initial response of a refund. thank you

  Business response

  10/26/2023

  Customer ordered a sandwich,along with other food. she ordered the sandwich without any vegetables. This made the sandwich dry, since the vegetables would normally add moisture. She was unhappy with this. The manager offered to remake the sandwich , but told the customer that the results would be the same without any vegetables.  The customer wanted a refund for the food, but wanted to keep the food. The manager was unable to do this, and referred her to the customer care line. Customer took the food, and complained to the customer care line. At this time, it was referred to me. The customer had kept and eaten all the food and still wanted a refund. I  apologized and placed a credit on her account for the sandwich that she had received and eaten and didnt like.

  **** Lanier

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I disagree with your statement due to when I picked up order - I immediately stated to counter person: ************************ that I did not want item and to have it removed from the bill and was told I could not do this - I then spoke to manager ******* L and informed her I did not want item and to have removed from bill.   I was also told NO and I had to take the burnt sandwich if I wanted to take the rest of the order (remainder of order was for other parties) and I would have to call customer care at: ************ to get this resolved.
  
  The sandwich was NOT consumed and was thrown away as it was not edible in present state.   I had call numerous times to the ************ number and never got thru to an individual - i did the online complaint and was told after 3rd attempt that this would be refunded and it still hasn't been.  I never once received an apology from either the store worker or store manager.   In fact the store employee make the comment 'if the idiot would have ordered the sandwich made the way it was intended this wouldn't have happened'.  
  
  There should be NO REASON that if 1 item it not correct/edible that that item should not be removed when the customer requests this instead of having the ENTIRE ORDER held hostage if they refuse 1 item.    
  
  I did ask if I could just cancel the whole order and replace while I was in the store and was told I could - but it would take AT LEAST on HOUR to complete new order - even thought everything else on order was already prepared - so not sure why they said it would take over an hour to do.
  
  There is NO CREDIT on the account and this was never given and we are not planning on using your company again so a credit would be useless.
  
  I am asking for a REFUND to be mailed to me.]
  
  Regards,
  
  ***********************

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