Domino's Pizza Newtown (NZ) — Restaurant in North Island

On the 25th of February @ 15:47 I placed an order of four pizzas and a couple of sides to be delivered to my house @ 17:00 because my kids had a school picnic at 17:30 and I thought 15 minutes would be on the safe side for a delivery to Island Bay. @ 17:15 I called asking about my order as the GPS info in the Domino's app was showing the driver on a different address, across the road from us, kinda. At the time, the lady who answered the call stated that my order was on its way and should arrive in about 5 minutes. From what I could pick up from the background conversation, it sounded like my order hadn't left the store yet but I can't tell for sure. @ 17:26 I called again about my order. This time they said they spoke to the driver and that he/she was nearby. So I said "I'll wait another 5 minutes then". I still had to collect my kids and take them to school but thought I rather have the food with us. I parked on my driveway ready to meet the deliver driver and collect my order. @ 17:30 I made the call to pickup my kids and take them to school to then return home to get the food. Came back home 10 minutes later and still no sign of my order. @ 17:43 I called them again and asked them to call the driver on the spot, which she did. I could hear the conversation in the background and now the story was that my order was delivered another house number further down my street and that the driver was going to collect it and bring it to me as he/she was still nearby. I said that the food would be cold by now but really, I wanted this for a picnic so that was the least of my concern. The school event was only on for an hour and by now I wasted almost an hour just on trying to get my food that I paid for ahead of time!!! @ 17:58 I called them the last time and respectfully ranted at this whole situation. I demanded a refund and I said that I had never had such bad service from them in all these years. Yes, a couple of times they got the order wrong but, in the end we got our food and they gave us vouchers/credit as apology gesture. This time around though, only silence. A couple of hours later I got my refund but nothing else. Nothing to compensate me or my family for the time spent believing this store was on our side. The only thing I can think of is that they knew they screwed up my order from the start but didn't disclose that mistake to me and so we didn't have an opportunity to come up with a solution. By the time I called the first time, they could have redone my order and sent out to me and I'd have received it by 17:30 which, although less than ideal, would've been an acceptable outcome. Maybe followed by a pizza voucher and we'd call it quits but no. As you can see from all the events I have laid out in the review they failed at every step and at no point they thought of me or my family as valuable customers. If I could give them a zero star review that's what I would give. From now on I'll pay extra to order from the Mediterranean Food Warehouse or the Pizza Hutt on Adelaide road, or even the Domino's in Kilbirnie if I have to. Unacceptable service and...

I have also sent this message directly to Domino's, but it's worth sharing more broadly.

I want to say at the top that this is not the fault of the store, or of any local employees. My complaint is firmly directed at those who put together the website, and those who put together the exchange policies.

I ordered via the website. I ordered a meal deal: three pizzas and two sides. One of the sides I chose was the forty chicken kickers.

Five minutes after making the order I received a call, where the worker informed me there were no chicken kickers in the store, in fact there were no chicken kickers in Wellington, and hadn't been for weeks.

This is the first problem. If a product is unavailable, it should not be advertised, and most certainly should not be able to be ordered. Domino's is a multinational several-billion-dollar company. The website is interactive. Under these circumstances there is no excuse to advertise and allow to be ordered a product that has been out of stock for weeks. Every other company in similar and even worse circumstances is able to tag products as unavailable. You can too.

The second problem is the solutions presented to me by the employee. Again, I know that this employee was following policies, and the issue here is with those policies and whoever put them in place. The solutions presented to me were to pay extra myself to upgrade to a different but similar product. Asking the customer to pay for an upgrade when the company has made a mistake can be described in various ways, such as skeezy, shady, rude, and manipulative. The proper response is to upgrade the customer at cost to the company. The other option presented was, without paying any less, to simply not have that part of my order. Again, this is a bad policy.

I haven't eaten Domino's pizza for years before this instance, because the quality and size of your pizzas have gone downhill while your prices have only increased. You're not losing a loyal customer - that happened years ago. But this experience has reminded me why.

I hope this message finds you well. Much...

“We shouldn’t deliver to you because of your stairs so feel lucky”

The delivery driver demonstrated a hostile attitude towards me simply because she had to deliver the order up the stairs to my location my front door. This kind of unprofessional behavior is unacceptable and left me feeling quite dissatisfied with the overall service.

To address the issue, I attempted to contact the store multiple times regarding the problem. Unfortunately, they did not answer my calls initially. Frustrated with the lack of response, I decided to take away my caller ID and call again. Surprisingly, they picked up the call only when my identity was concealed. This lack of promptness and responsiveness is certainly not the kind of service one expects, and it makes me doubtful that my complaint will be effectively addressed.

Furthermore, upon receiving the order, I noticed that one of the pizzas, specifically the New Yorker, had a significant lack of cheese. The photo I have attached clearly shows that most of the cheese was missing. This is highly disappointing, especially considering the price I paid for the pizza. Such a mistake is unacceptable, particularly in the current economy where every dollar counts.

To add insult to injury, when I expressed my concerns to the Domino's staff, I was told that in the future, they would not be able to deliver to me due to the presence of stairs. This response is both shocking and disheartening. As a regular customer

Given the combined issues of the hostile attitude of the delivery driver, the lack of responsiveness from the store, the poor quality of the pizza, and the unprofessional response regarding future deliveries, I have decided not to patronize Domino's Pizza again. Such a disappointing experience is not worth the time and money. I hope that Domino's Newtown takes this feedback seriously and works towards improving their service to provide a better experience for...