Domino's Pizza Henderson NZ — Restaurant in Henderson-Massey

Subject: Feedback Regarding Incorrect Order and Delivery Experience

Dear Domino’s Team,

I am writing to share our recent experience with your store, in the hope that it can help improve your service and staff training.

A few days ago, we placed an order for our daughter’s birthday celebration. We ordered a chicken and vegetarian pizza, and while the delivery arrived on time, we were disappointed to find that one of the pizzas was a Meat Lovers pizza instead of chicken. As we do not consume beef or pork for religious reasons, we could not eat it.

We contacted the store immediately to report the issue and requested the correct pizza. To your credit, your team responded quickly, and we were appreciative that you sent a replacement pizza along with some chips as a gesture of goodwill. However, the second part of the experience was unfortunately distressing.

When the delivery driver arrived with the replacement, my daughter answered the door. The driver insisted on retrieving the incorrect pizza before handing over the new one. My daughter asked him to wait at the gate while she went to get it, but he followed her up to the doorstep, which made her feel uncomfortable and intimidated. Once she handed the pizza back, he asked who would be paying for the chips. My sister then stepped in and explained that the chips were part of the compensation offered by the store due to the original mistake.

Surprisingly, the driver then began asking whether we were going to leave a Google review. He repeated the question multiple times, which felt inappropriate and unprofessional. I eventually came to the door and told him politely that whether or not we leave a review is entirely our decision.

My sister called the store afterwards to report the delivery driver’s behaviour, but the response from the staff was not very helpful. She asked for the contact details of someone in higher management, but was told they didn’t know.

We understand that it was a busy and difficult day with poor weather conditions, and we appreciate how hard your staff work. Mistakes can happen, and a simple apology would have been more than enough. We genuinely want to support local businesses during these challenging times, but it’s important that your staff, especially delivery drivers, receive appropriate training in customer service.

Thank you for taking the time to read this feedback. We hope it’s taken constructively and that steps are taken to ensure similar issues don’t occur...

Worst store ever, worst service ever. Hardly eat dominos but recently discovered they have a half decent gluten free base, ordered online from this store.

Arrived 11 minutes after the pizza was supposd to be ready, walked in to find four males mulling about the place engaged in some conversation, the place looked messy and disorganized.

Took minutes of all four guys occasionally looking at me standing there for one of them to finally decide to do the most basic of customer service tasks- greet the customer and see what they required.

Gave my name and the guy looked through the pizzas, it was evidently not ready or not even begun, instead of saying something the guy just went about his business doing something else.

So I walked out!

Notified dominos via their feedback portal on their website.

I know it's a budget establishment in West Auckland but the level of customer service and appearant incompetence to carry out the most basic of hospitality tasks let alone actually deliver a couple of pizzas after 25 mins lead time leads me to say this is hands down the worst experience I've ever had buying pizza ever.

Abject failure and a total disgrace to the dominos brand, I know they will take this complaint seriously as a global...

That was some really bad customer service today. The guy that served me seemed very annoyed at taking my order (audibly sighing) when all I got was one vege trio and chips. Half the time I was waiting I could hear him complianing loudly about the people he worked with. Turns out he misheard me and instead of chips gave me a cheese pizza. He insisted that I had ordered that when obviously he had misheard me. He couldn't apologize for the mishap and gave me this annoyed glare like I was being a pain. He then tried to get me to pay extra if I wanted the chips. The other guy working was nice enough to let me leave with only one of the pizzas and gave me a refund for the other. (I accidentally grabbed the cheese pizza so that was the cherry on top 😂) It s a shame that people let their bad attitude ruin their customer service. If I can sit through that conversation and be nice, then you should be able...