Domino's Pizza — Restaurant in Colombo

First-Time Order, Worst Experience – Domino’s Pizza, Havelock Branch

I had an extremely disappointing experience with the newly opened Domino’s Pizza branch at Havelock.

I placed a call order for a pizza and 6 pieces of chicken strips. They told me it would be ready in 18 minutes, so I arrived after 20 minutes — only to find they hadn’t even started preparing my order. The outlet wasn’t busy at all, with just two customers present.

After a long wait, I took the order home only to discover they had given me chicken pops instead of chicken strips. I immediately called the store to explain, but the staff member on the phone handled the situation poorly and seemed clueless. After some back-and-forth, they admitted the mistake and agreed to replace the item with something of equal value.

I went back to the outlet 10 minutes later as instructed, but again they only started preparing the replacement after I arrived. I waited patiently — it was nearly closing time and I was the only customer waiting. After 30 minutes, I asked why it was taking so long, only to see someone bring out raw chicken lollipops from the freezer and inform me they were out of chicken wings (the replacement item).

When I asked why they hadn’t told me this 40 minutes earlier, the staff stood there in silence. Frustrated, I raised my voice, and only then did they process a refund.

This experience showed a complete lack of professionalism, poor communication, and indifference from the staff, who seemed more interested in finishing their shifts than serving customers properly.

The service I received was unacceptable, and I will continue to share my experience until I receive a proper response from Domino’s. I strongly advise against visiting...

Very disappointing experience at the newly opened Domino’s outlet in Havelock. We arrived at 7:53 PM and placed our order, being told it would be ready in 25–30 minutes. That was acceptable, but the service quickly fell apart from there. An error was made at the counter with an extra lava cake being added, which I caught and had refunded. However, when the order arrived, the same mistake happened again — I received two lava cakes but no roasties, which were part of my original order.

When I pointed this out, I was made to wait an additional 15 minutes, only to be told by a staff member that they wouldn’t give me the roasties because I’d already received “extra lava cakes.” Not only is that not how service or accountability works, but the staff member then lied to his manager, claiming he had already given me the missing item — which he hadn’t. Eventually, they gave me a garlic bread to “make up” for the missing roasties, but I still ended up waiting over 30 more minutes without getting what I originally paid for.

The staff seemed untrained, disorganized, and careless. Orders were being mixed up — takeaway being processed as dine-in, incorrect items, unnecessary refunds — and no one seemed to be managing the floor properly despite having more than enough crew on hand.

As someone who works in HR, I know how important it is to support staff, but this team clearly lacks basic training and accountability. This isn’t just a one-off mistake — it’s a clear sign of poor management and a lack of proper systems in place. Very...

I recently had an incredibly frustrating experience with Domino's Pizza. I initially attempted to place my order through their app, which proved to be a nearly half-hour exercise in frustration. Eventually, I resorted to calling directly at 5:30 PM, requesting a delivery for 7 PM.

Come 7 PM, I received a text message asking me to rate my order. The problem? I had yet to receive it. I was informed that the message was due to a "technical issue" and that my order would be on its way soon.

By 8 PM, there was still no sign of my order, so I called back. This time, I was connected to the dispatching branch (Havelock Road), where things took a turn for the worse. My patience was wearing thin, and the way I was treated only exacerbated my frustration. They also had the audacity to tell me to "calm down."

To add insult to injury, they insisted that my order had been dispatched and paid for, implying that I must be mistaken. I don't know who it was delivered to, but it wasn't me. And perhaps they should listen to the recorded conversations to "ensure customer satisfaction" where they can hear that I repeated my address - twice. At this point, I was beyond exasperated, and there seemed to be no point in further discussion, so I hung up.

I am loathe to leave a review of this nature. However, if you value your time, I strongly advise avoiding Domino's. There are countless other pizza places in the country, any one of which would likely provide a more pleasant and...