Domino's Pizza — Restaurant in Nanaimo

I am absolutely disgusted with the appalling service I received from your store last night. I placed an order, and the pizza I received was missing the toppings I specifically selected. I immediately called the store, only to be met with an extremely rude staff member (male) who not only failed to acknowledge the mistake but also demanded that I pay an additional delivery fee for your error.

When I questioned this, he continued to be rude, unhelpful, and insisted that unless I paid the delivery fee again, the pizza would not be resent. I asked to speak with a manager, and he outright refused, claiming there was no manager available, even though every store has a manager. When I insisted, he flatly refused to provide any assistance and then HUNG UP on me. He did this not once, but TWICE.

It wasn't until I called a third time and spoke to Simran that the issue was finally resolved. Simran was polite and efficient, but this does not excuse the horrific treatment I received from the first employee.

Let me make this absolutely clear: I am paying for the toppings I selected and the mistake was entirely on your end. To then demand that I pay more for your delivery error is not only unreasonable but completely unacceptable. Your staff member's behavior was unprofessional, disrespectful, and entirely unbecoming of any customer-facing employee.

I demand that immediate action be taken against this employee and he be fired. It is beyond frustrating to be treated like this, and no customer should ever have to deal with such aggression and incompetence. I also expect an official apology from the store for the way I was treated.

You are in business because of customers like myself, and it is absolutely critical that you value us. This experience has left a terrible impression, and if this isn't handled swiftly, I will make sure to take my business elsewhere and tell everyone in Nanaimo about this incident and have them take their business...

Hey All, I stick to Dominos on Norwall in Nanaimo. I have for a long time, 2 reasons, taste and quality. But there is one prepper/cook at this location that, to be honest, I look for before I order. His pizzas are laid out perfectly, excellent distribution of toppings, and he remembers me and my order, and it makes a difference. There's a certain way I like my pizza to come, and after 2 orders he never forgets. I order for pick up, and when I walk in its ready with my pickup utensils in exactly the way I like them. I'm very picky, I was a pizza cook for 30 years and I also own my own original franchise that I created personally. I've managed for 20 years roughly, and owned for about ten. But I like pizza so I'm also a customer, and with my concept going back east first, I hunted around here for what I like, and Domino's has it. Dough is consistent, toppings and sauce are excellent, that's most of the battle. But without a good person to assemble/cook, and ensure proper baking, it would not matter at all. But this cooks pizza's are really good, placement is so important with toppings, so many don't get that. So I figured I would send out a simple review so this employee's efforts don't go unnoticed. He also trains new people to recognize me and organize my order. Anyways a big thank you to Justin, I hope I remembered his name correctly, I'm bad with names. If not email me and I will figure it out. I think I'm right, so I hope you get a bit of a pat on the back for your efforts, because without the cooks being excellent, the best drivers, or managers wouldn't matter, it comes down to taste and Justin is very smart, and he gets this, so thanks buddy, see...

I would not recommend this location. This is the fourth time in two years I’ve had a problem with them. Here is the most recent situation:

Ordered the same gluten free pizza with ham that I always order from dominos. When the pizza arrived it had spicy sausage in place of ham. I called the location and spoke to the manager. I told him the order was wrong and I couldn’t eat it due to food allergies. He offered me a free large pizza, to replace the pizza, or refunded it. Gluten free pizzas only come in 10 inches at dominos. I asked to have to pizza sent again and expressed my disappointment. He didn’t seem interested. Second pizza arrived with the same sausage. Contacted the location again and spoke to the manager. He told me this was “new ham” they received from their supplier. He claimed it was different but still ham. I expressed my concern over this product and food allergies. He seemed completely disinterested and continued to blame the supplier and claim the product was ham. It wasn’t until the end of our conversation that he actually apologized for the “inconvenience”. I will never order from this...