Domino's Pizza St Heliers — Restaurant in Ōrākei

Today was a unhappy experience with Domino's @ Saint Heliers via internet order and phone follow up. I had unexpected visitors and ordered two Mega Pepperoni large thin crust Pizza's one with extra Camembert and one with extra mushrooms. I also ordered Lava Pots 2 pack. The store lady phone me back to inform me that they had no Lava Pots to which I replied ok, just refund me. She then offered they could instead give me Lava Cake, if that was ok? I agreed. ** The ordered arrived in time delivered by an Ueber driver who I went outside to meet for ease of delivery. When he gave me the order he was on the phone to someone in his own language chatting over loudspeaker and very little interest in me as the customer. I checked the order and notice that there was only 1 Lava Cake but the Store Lady had told me she would replace the ordered and paid Lava Pots 2 pack (intended for my visitors kids) with Lava Cake. I informed the driver who told me short and abrupt- this is what I got given, that is what it is. He drove off.

• I contacted the store lady in Saint Heliers who informed me, hey I told you we do not have the Lava Pots and I can replace it with the lava Cake and you agreed. Which is correct, lava pots 2 Pack (it's for two kids) agreed to be replaced with Lava Cake (2 pack). She than proceeded the Lava Cake is as a single as expensive as the 2 pack lava Pots and hence she only gave me one. This was NOT what she had told me, and I (and the kids) expected to get the same amount just a different product.
• No empathy, no understanding that you can not just exchange the product and half the amount at will because you a0 did not have the original b) did not refund the product c) the alternative product is more expensive hence halving the amount.

❌ Sadly it left a bitter taste of very poor customer service, delivery and follow up with the store itself. DOMINO's you can do better and I have ordered and used Domino's Saint Heliers over the years many times - this time it was very poor. I live local and buy local - thinking hard if I would do so again @ Domino's with such poor customer centric behaviour. Ernie

their reply ….,.Hi Ernst,

Thank you for your feedback. We have contacted the store and they said it was advised to you on call that Lava pots are not available so it was replaced with lava cake with the same price. Also, the driver was an Uber driver and the store has no control on what language he speaks. Sorry for the inconvenience caused . THIS IS THE FACT 100% true: If you record calls for training purposes, you will find out that at no point was it mentioned the replacement would be only one rather than 2 of the original. I never complained about the language spoken, I am a foreign born national myself, I complained that the driver did neither want to listen nor took any interest ! Über or not, I ordered not via Ueber but via your establishment, Dominos!! your feed especially asks about the delivery service, hence your message that you have zero control about ueber delivery is of concern! It’s good that there are many choices for us consumers to spend our money- I and all my friends will certainly vote with our dollar- never Dominos again! ( before you know you’ll join the many other arrogant c business...

Absolutely appalling service here from the person who served me. I ordered online to pay & pickup in store. At just before 7pm Saturday 18th Nov, I was served by a young girl (looked about 14) who struggled to handle my order properly. I had to tell her I still needed to pay for the order. After being informed my order would be ready in four mins - the customer facing monitor had already informed me of this. I paid & waited. The customer facing monitor informed me my order was ready so I waited for the kid to bring the order to the counter but to no avail did I get advised by staff that my order was ready. Other orders were dispatched via the delivery crew. Also someone who had ordered after I entered had received their order. During this time the kid who took my payment (once prompted by me) spent a lot of time chatting with her mate and checking their phone. Also during this time, I had watched an order be placed in the warming shelves. Thinking too much time had passed (an extra five minutes) I managed to get the attention of the kid & asked about my order. She had to once again ask my name then promptly picked up the order she had placed, 5 minutes earlier, in the warming shelf & gave it to me. There really needs to be an adult in store to supervise all the teenagers working there given how badly...

Food really went downhill here. Have they changed ownership? As people working there the past few times I visited have completely overhauled. I've been coming here since they opened to current and the comparison between then and the past 2-3 months is huge. Pizza were done not on time despite saying it's ready on screen, burnt food, dry textile and tasteless stale flat pizzas with scattered ingredients (My last order had a few items and one of the pizzas is their most expensive $20 gourmet pizza, some staffs are not on-to-it... Fair to say I have given it a few chances and enough money for the benefit of the doubt but I wouldn't be back. This can be reinforced by all the recent 1-star reviews from other people. I would re-try GI or Remuera branches again instead.

PS. I was used to be in hospo in the past and understand cost of everything went up dramatically. But menu prices have also increased so I would expect them as a business have already compensated for that and food quality should be at least in par to how things...