MADISONVILLE, KENTUCKY -- We ordered cheesy bread sticks to pick up on 11/2/2012. The bread sticks were burnt on one end and there was hardly any visible cheese anywhere. Dry, tough, and almost inedible would be an accurate description. We had picked them up so it was very frustrating to open the box to a mess.
ARKANSAS -- First off let me explain that it is very late and that I will most likely make spelling errors. I apologize. Now to get to what I have to say. I currently work at a Domino's Pizza. I have read a lot of complaints about Domino's Pizza from many sites. To be totally honest, most are completely understandable and reasonable. I am just here to offer an observation or three from the other side of the counter. I do not claim to represent Domino's. I speak for myself.
One of the most common complaints is about rude employees/managers. These complaints are pretty fair. The major problem is that you are speaking to a person who makes minimum wage, or close enough to it. The threat of being fired isn't really all that troubling when you make minimum wage. Having no benefits combined with low pay gives somebody with a bad attitude a LOT of freedom.
They can pretty much do whatever they want with no real consequences. Sure they know they can be fired. So they just go get another job the next day. Even in a bad economy, there's always minimum wage jobs .available. I see it all the time. You combine low pay with a bunch of kids, and they are kids with little to no bills, and throw in a splash of poor work ethics and you will get some terrible service. I am not attempting to excuse anyone's sorry customer service, I am simply trying to illuminate the why of it.
Another complaint is about the poor delivery times. I hear it all the time. To be honest, I have had my share of deliveries that were late. This one is a bit tricky. If the phones keep ringing, the pizzas get delayed because, and I kid you not on this one, Domino's number one priority is to answer the phones. That is no exaggeration. It is in the employee handbook and is in practice in stores. So if the phone keeps ringing, it takes longer and longer and longer just to start making the first pizza from the first order.
Then there is traffic, car accidents, trains, funeral processions, power outages, roadwork, etc. to consider. I didn't mention weather because most people realize that if it's snowing or raining, the driver is going to take longer. With all this to consider, you might only be 5 minutes away, but it could still take 45 minutes to get to you. Sometimes the only thing the driver can do is apologize. I realize that is not really good enough when the entire purpose of the business is customer satisfaction, but again I am simply trying to illuminate the why of it.
Quality of the product rounds out the top 3 of complaints. Again, this is a totally reasonable complaint. I know that in my store, much of our equipment was new when Carter was president. Yes, Carter, I am truly not joking here. A stove that has been running at 500 degrees for 7 days a week, 12-13 hours a day, 363 days of the year (closed Thanksgiving and Christmas), simply stops cooking properly. The cooler in the back, the makeline up front (the "cold" area we make all the pizzas at), and the AC are all in similar condition. The customer deserves better than this, but again I am simply trying to illuminate the why of it.
I think that is enough for now. I wish all of you the best of luck in your pursuit of a quality product, at a fair price, from a courteous staff. Domino's would do well to remember the words of Earl Nightingale ~ “We will receive not what we idly wish for but what we justly earn. Our rewards will always be in exact proportion to our service.”
VANCOUVER, WASHINGTON -- I placed my order online. 2 median 2-topping pizzas, 14 hot wings and stuffed cheesy bread with spinach and feta, wings with ranch and bread with garlic dipping sauce. When I was ready to pay, the app said there was an error and after 10 min I decided to call the store! I told the guy what happened with the app and he said he was sorry but they were not related to the web!
So I told him my order again, exactly like the first one and he told me my total! $34.63! That was at 5:57pm. He said it was going to take 40-45 min. Fine! I said... I was hungry! At 6:41pm they called me (by the way something was wrong with their phone because it was hard to understand) saying that I had two orders and I said I was having problems understanding but that I ONLY HAD ONE order.
After the call I asked how long? He said 20 more min! What? After the 50 minutes I already wait? OK I told him "but if you take more than that I will call and cancel when I got my food." The guy gave me a first receipt and said this is to show we void the first order! And then he gave me a second receipt and asked me to sign!
I did. Got my 4 boxes and he apologized for everything! I open my food boxes and the stuffed cheesy bread WAS NOT spinach and feta and the pizza was NOT fresh! AND I got marinara sauce instead of garlic EVEN THOUGH the box says SPINACH AND FETA and GARLIC DIP! So I decided to check my bank account and yes, they CHARGED ME TWICE!!! I will wait until tomorrow. I hope they refund my money because if they don't I won't stop until they do!
SANTA FE, NEW MEXICO -- We called and ordered the family two pizzas to be delivered. When the order was read back to me on the phone it was correct: 1 vegetarian (we chose our toppings), 1 pepperoni/Canadian bacon, $14 and some change. I questioned for two pizzas? His reply was yes. Okay we suspected that was for one pizza and that they would figure it out by the time they delivered them.
The delivery came, and there was only one pizza! The poor delivery guy's reply was "they only gave me one." It was the adult pizza and the children had none. I called Domino's and explained what had happened. The employee who answered said "I see your order here, two pizzas. Let me get a manager." I repeated the dilemma when the manager ** replied "I talked with the employee and he said you only ordered one." I explained that the order had been read back to me when it was placed.
I told him I didn't want to argue. I just wanted the kids to get their pizza and that the other was getting cold while I waited 10 minutes for him to get to the phone. He said "I suggest you go eat your pizza then. We can deliver your other one but you have to pay for it." NOT ONCE DID THEY APOLOGIZE FOR THEIR MISTAKE. An "I'm sorry for the inconvenience," or offer any other solution that did not come with an attitude. We would have settled for a late pizza (and would have happily paid). When I told ** "we would never go to his establishment again," he said "That's fine."
After getting off the phone disappointed in his customer service we finally sat down to eat our pizza, but to our surprise it wasn't even the pizza we ordered! I called back to Domino's and asked for the name and number to someone other than ** with whom I could file a complaint, the employee said ** was the only person there to talk to. I asked for the owner's info or head of Domino's. ** got back on the line and repeated that he was in charge, that they were a franchise, didn't answer to anyone!
I was surprised he was in charge (he sounded like he was all of twelve years old) and I asked, "You're the boss?" He said "pretty much, I'm the owners son and I don't have time to deal with you" and hung up on me! Good job Domino's! I guess any moron and his son can own a Domino's. By the way this Domino's is in Santa Fe, NM on Zaferano Dr.
HAMDEN, CONNECTICUT -- Ever since the 7.99 carryout deal has been playing in Connecticut there is no Domino's that will actually honor that commercial. Stop showing the commercial because it's just a joke. I've called every Domino's in my area and outside of my area just to pick up a pizza. There are other local restaurants that don't have that special deal but their pizza is also good. I've always loved Domino's Pizza but because I can't participate in the special offer I haven't bought a pizza from them in over a year's participation variable for Domino's or do you not enforce it.
I would love to buy a large topping pizza for 7.99 but I can't. Can someone rectify this or should I still shop for pizza at local restaurants? I'm not the only one that goes through this. Either I live in a complex. Words hundreds of people we all live close to Domino's but no one buy their food. That's business out the door because the manager doesn't want to honor in the commercial. Thank you for your time.
ATLANTIC CITY, NEW JERSEY -- My goddaughter wanted Domino's Pizza so I ordered a large pizza with sausage and bacon as toppings, 8 boneless PCS of chicken and a 2 liter sprite. The order came to $20.00 and came in about 40 min. completely BURNT! I found the pizza to be uneatable.
I called to complain and was told by management that was how that style of pizza (pan pizza in the black box) was normally fixed. I told him that that was not true because I have had this style before. He sounded like I irritated him and said “OK, OK, I will send you another one.” I said “fine, thank you.”
SADLY I have to complain that when that pizza arrived to my home I in fact returned the original uneaten pizza and received what I thought would be a better made pizza. To my surprise it too was also completely BURNT as well. I just gave up because I had to feed my 12 year old goddaughter who had waited at this point over an hour to eat.
I am very disappointed and will NEVER order pizza from Domino's again. I didn't feel this issue would be solved by way of management at the Atlantic City Store after speaking to him earlier. So I decided to contact the home office of Domino's.
CHATTANOOGA, TENNESSEE -- I have been ordering Domino's for a good while now, but this time the delivery man name ** on Hixson Pike, had an attitude with me. I know I'm supposed to answer my phone before they leave the store to bring your order. OK, I answered my phone when he called the first time but then he called again and I didn't get it. So, he came to the door and said "next time I'm not going to bring your order." But it's the way he said it. Then he said "Papa John's delivers, call them the next time." So I called the store and complained. He should be fired.
HALLANDALE, FLORIDA -- I order 3 med pizzas. The manager took the order and told me 45 mins. An hour went by and I called the manager. He told me the driver got lost and he came back to store. He was on his way. Another 30 minutes and no show. We only live 5 minutes away.
I called back and the manager said my pizza was at the store. The driver couldn't find my house. I asked why he didn't call. The manager said the driver didn't have any signal. I asked what about the GPS? He left it home. So I asked the manager, "What are you going to do?" The manager said, "I'll make you another pizza." I said I didn't get a discount for waiting so long? He said no, I had to pay the same price. I asked the manager for his name. He refused. I said to him you just lost a valued customer.
CLUTE, TEXAS -- I have a coupon for Domino's, buy one get one free with Official Fund Raising Card of Domino's. They told me today that they wouldn't honor it although it is supposed to be good until Dec. 31, 2013. They told me I had to buy a larger pizza and get a smaller one and I had to buy a large Pizza. That is not what my coupon states and they have honored it in the past. If you do not want to honor your coupons then do not give them. I am so angry over this. I know you don't really care but I don't want any coupons from you anymore and will probably not do business with you if you don't honor my coupon today. It doesn't have a number on it. I am tired of people lying to me.
LOUISVILLE, KENTUCKY -- Domino's pizza franchise here in Lou. KY took my daughter and her friends order. They were told their free school coupons would be honored at pickup. When I drove them there to get their order employee argued with the one that took their phone-in order, wouldn't honor their school coupon, and charged them for it.
I went in alone the 2nd time and told them that I didn't feel it was right because they called to make sure it would be honored at their location. They stared at me and one employee admitted she did take the call and apparently made a mistake never really apologizing. I felt they should not have been charged because of her mistake. I would have not made the trip if we were told this ahead of time. It was the employee's mistake.