Domino's Pizza | Omaxe Mall, Sector 49, Gurugram — Restaurant in Gurugram District

Complaint Regarding Repeated Delivery Issues and Unprofessional Behaviour ( Rajendra ) – Omaxe Mall Store, Sector 49, Gurugram

Dear Domino's Team,

I am writing to express my disappointment regarding a recurring issue with your delivery service from the Omaxe Mall outlet in Sector 49, Gurugram.

This marks the 5th or 6th consecutive time I’ve faced the same excuse from your delivery partner (Rajendra), who repeatedly claims that orders cannot be delivered to the 3rd floor. On this particular occasion ( Today, order number 251 ), despite my prior communication with the restaurant and even speaking directly with the manager (Mr. Gagan), the delivery partner again refused to deliver the order to my doorstep.

To make matters worse, he insisted I cancel the order, promised a refund, and took the order back. He then marked the order as 'Delivered', which is completely unacceptable and dishonest. Such behaviour is deeply disappointing and reflects poorly on a brand that I have trusted since 2013.

Although the manager, Mr. Gagan, did step in and arranged for someone else to deliver the order, the entire process took about 45–50 minutes, by which time the food had become cold and soggy. The overall experience was frustrating and far below the standards I have come to expect from Domino’s.

It’s disheartening that the delivery partner showed no regard for customer experience or Domino’s brand image. His rude and unprofessional behaviour is unacceptable and needs to be addressed.

I hope Domino’s takes this issue seriously and ensures that such experiences are not repeated — not just for me, but for other customers who may be facing the same situation silently.

Thank you for your attention, and I hope to see appropriate action taken to uphold the standards Domino’s...

I am writing to express my dissatisfaction with a recent experience I had while ordering food through Swiggy to your platform. I placed an order for one item, which was accepted by the restaurant. However, after 30 minutes, I received a call from Domino's, stating that my location is slightly beyond their delivery radius of 5km (approximately 6km) and that they were canceling my order.

This behavior is incredibly frustrating and unacceptable. If a restaurant cannot deliver to a certain location, it should communicate this before accepting the order and deducting the payment. The fact that my money was deducted, only to be informed later about the cancellation, is highly inconvenient, especially considering my guests were eagerly awaiting the food, and it was late at night.

I request Swiggy to take appropriate action to prevent such incidents in the future. It is imperative to ensure that restaurants on your platform are capable of delivering to the specified locations, and customers are informed beforehand about any limitations.

I urge you to investigate this matter promptly and take necessary steps to address the issue. Additionally, please consider reviewing and removing restaurants that consistently exhibit this kind of behavior from your platform to maintain the trust and satisfaction of your customers.

Thank you for your attention to...

This store has always the problem of delivering order in time..my place is just 300trs from the store and every time they have some or the other excuse... height is that even their contact number (shared by virtual assistance) doesn't work .. pathetic service from Domino's...just because of kids keep ordering from Domino's else we would definitely switch to alternate..

update after 16 hrs : i did raise concern on Domino's app about service (late & cold delivery) and quality ( veg extra vaganza pizza had 70% jalapeno's no other topping , not sure what was in mind of chef). Got call from store and manger asked me for picture of Pizza if it was really delivered cold and has less toppings. The one kids didn't eat went to waste ( we never throw food but the product delivered was horrible and spicy - which no one could eat and got waist ). 16hrs later - such a ask??? If you were so concerned you should have call yesterday itself and I would have shared the pics of masterpiece but cannot not after 16hrs. As per policy they said 300 points shall be credited in Domino's wallet ( which I see , it's there)..

Domino's,is this the brand quality you...