Domino's Pizza — Restaurant in Nanaimo

We have lived near this Dominos (University Village Mall) for 10 years now, and on Average, order a pizza about once a week. For several years, we LOVED this store, and found it to be the best pizza. The owner knew us by name, the pizza was always amazing, and the place was always clean and well run. Sadly, that is no longer the case. Unfortunately, we can't order from another Dominos, as we are bound to the one in our area.

In the past couple years, this store has been on a severe downward spiral in both quality and customer service.

Tonight (1-18-2024) we ordered online, and I got my usual - A "handmade" pan pizza, no tomato sauce, BBQ sauce, chicken and bacon with extra sauce for pickup. I got there a bit early, so hung around outside for 8 minutes, walked in and paid for my order. The guy prepping the food had a thick black beard with no hair net and went from the food prep area to the back room and back to the food prep area without washing his hands. None of the (very bearded) men working in the food prep area had hair or beard nets. (eww)

The guy at the counter was late 20's or early 30's with red hair and a red beard. He said my order was just coming out of the oven. As I paid for my order, a lady was in the process of cutting and boxing my pizzas and putting them on the shelf. As I finished paying, I apologized to ginger-guy for not being able to leave a better tip because I didn't have much money. He mumbled something that I couldn't hear, then turned around and started making pizzas, despite the fact that he just watched the woman behind him put my order on the shelf.

I stood there for several minutes, watching him make pizzas while my order sat on the shelf (No other customers were in the store) I watched him make 3 pizzas and two orders of bread strips before he turned around and walked off into the back room, completely ignoring me and my food. After another couple minutes, I had to ask the lady that was boxing the pizzas to hand me order.

Ginger guy was pissed I didn't leave a better tip and made it known.

Once I got home, the pizza was absolutely terrible. Huge bubbles, paper thin crust with no toppings on them (I could see light through the pizza, as the dough was so thin and there was zero toppings) and there was a hair sticking out from underneath at least one of the slices. (See photos)

This has now happened several times. The last time we ordered, my pizza arrived with absolutely NO sauce on it and was seriously undercooked.

Enough is enough. I think it's time to start giving someone else our business. Since this place has changed hands, it just seems like no one cares about customer service or quality any more. This dominoes needs...

THIS IS IN REGARDS TO MY ORDER :- ORDER DETAILS #131 Description 1 32pc Parmesan Bread Bites 1 Garlic Dipping Sauce 1 Cheddar Habanero Dip Cup 1 Individual Fork 1 Honey BBQ Dipping Cup 1 Cheddar Habanero Dip Cup 1 2 Litre Sprite THAT I NEVER GOT DELIVERED AND GOT CANCELLED BY THE STORE. THIS THING HAPPENED 2 DAYS IN A ROW(JANUARY 1ST 2024 AND JANUARY 2ND 2024). THE STORE MANAGER AND THE STAFF MEMBERS WERE RUDE AND WERE GIVING ME VARIOUS EXCUSES LIKE OUT OF DOUGH AND THEN STAFF SHORTAGE, COOK SHORTAGE, DRIVER SHORTAGE AND TELLING ME TO ORDER BY CALL OR COME PICK IT UP. THEY DIDN'T CALL ME AFTER CANCELLING MY ORDER. I CALLED THEM AND ASKED ABOUT THE ORDER DETAILS THE GUY OVER THE CALL THOUGHT I AM A FOOL AND TOLD ME THERE IS NO ORDER ON HIS SCREEN. I REPLIED THAT I HAVE AN EMAIL STATING MY ORDER HAS BEEN PLACED AND WILL BE DELIVERED AS MY EMAIL IS LINKED WITH MY ACCOUNT. THEN HE REPLIED OK I CAN SEE THE ORDER AND SAID THAT THE STORE IS CLOSED AND KEPT TRYING TO MAKE ME FOOL. THEY THINK THIS IS A JOKE, WE THE CUSTOMERS PAY FOR THE FOOD AND DONOT TAKE IT FOR FREE. THESE PEOPLE CANNOT DECIDE WHEN I AM SUPPOSE TO ORDER MY FOOD. I WILL ORDER IT WHENEVER I WANT AND WHEN ITS OPEN. THE STAFF WAS TELLING ME THAT THEY CANNOT HELP WITH THE ONLINE ORDER, I MEAN SERIOUSLY, IS THIS A JOKE. YOU CANNOT JUST GIVE UNNECESSARY REASONS THAT DOESN'T MAKE ANY SENSE. WHO GAVE DOMINOS EMPLOYEES THE RIGHT TO CANCEL THE ORDER WITHOUT CONSENT AND NOT CONTACTING THE CUSTOMER WAITING FOR THE ORDER TO BE DELIVERED. THIS IS A TOTAL HARASSMENT. THIS IS TOTALLY UNACCEPTABLE. TEACH THE EMPLOYEES HOW TO TALK TO A CUSTOMER AS A HUMAN-BEING WITH RESPECT NOT JUST TELLING FOOLISH EXCUSES. PLEASE CHECK THE CALL RECORDING AND TAKE SOME ACTION...

I’ve been a loyal customer of this Domino’s location for years, but after my experience last night, I’m extremely disappointed.

I went to pick up a free pizza I redeemed through their rewards program, arriving about five minutes after it was supposed to be ready. Not only was it not ready, but the cashier initially refused to honor the reward, claiming they don’t accept them. After questioning this (since I’ve redeemed rewards here countless times), she reluctantly “allowed” it but still charged me $8. I was told it would be ready in five minutes.

Thirty minutes later, the cashier, Ethan, was more focused on chatting with friends and flirting with a customer than actually helping me. Only after he finally acknowledged me did he walk away without resolving anything. Another ten minutes passed before a staff member boxing pizzas asked what I was waiting for. What followed was an argument among the staff before they eventually found my order.

To compensate for the delay, they offered eight free wings. However, when I got home, I found the pizza was undercooked, missing the ham I had ordered, and the wings were ice-cold and flavorless.

This level of service and food quality is completely unacceptable. It’s disappointing to see a place I’ve supported for so long...