Domino's Pizza - Lancaster — Restaurant in Lancaster

After marking the pizza as delivered, domino's turned up 15 minutes late with the wrong size pizza. I measured it myself and it was 20% smaller than advertised (meaning that you miss 2 whole slices). I called up the store to complain about this and they said that they would send a driver out to VERIFY that the pizza was wrong. I've only ever had one issue before and I've been ordering from here for 7 years. That issue was resolved quickly with a new pizza getting delivered (and I got to keep the old one). This case was completely different. They did not send a driver at all and I called them up again an hour after the initial complaint. They finally brought a driver out, not with a new pizza, but just to check the initial size. I measured it out in front of them and they tried to take the pizza back which I refused. I then had to call the manager again who refused to provide a new pizza or refund despite clearly neglecting the "quality check". When I made clear of the UK laws regarding product quality, they finally made a new pizza the right size and demanded that I returned the old one. This is not domino's usual method of handling things. I eventually managed to keep the initial wrong product and the product I was meant to have the whole time. I should have gotten a new pizza and a full refund because the whole process took OVER 4 HOURS and the manager called me up AFTER THE MATTER HAD BEEN RESOLVED to complain about the situation. If you don't want customers to be unhappy, make pizzas the RIGHT SIZE.

I added photographic evidence that a LARGE pizza which is meant to be 13.5 INCHES was 11.5 the size of a MEDIUM so that domino's doesn't reply with some false information. If they tell you that it should be that size then...

Don’t even deserve one star. My son made one order yet their system duplicated the order and charged him twice. The first delivery came - then 10/15 minutes later another order came- we refused this as we hadn’t ordered a 2nd order and upon checking our email we received two confirmations at the exact same time (meaning their website has had an error) it is physically impossible to order two orders at the exact same time… driver said we would get a refund, called the store to be told we wouldn’t get a refund as the food had been made already - I tried to explain this isn’t our problem and that it is their system that has obviously gone wrong, yet charged us, and not one staff member could understand what I was trying to communicate due to language barriers - I spoke to two or three different people - one of which told me he was the manager. I was repeatedly told that as the food had been made that I won’t get a refund and that I am the one who must have placed two orders (couldn’t understand when I explained it must have been a duplicate). Livid and we are taking this further - my recommendation is to go elsewhere, it’s just not worth the hassle. We did used to order quite frequently but not anymore - they also set orders to ‘delivered’ when still pending delivery to avoid late delivery charges / reimbursement to customer. Avoid.

Also asked for the staff’s name and not one of them would give me their name when asked...

If I could rate with 0 stars, I would - not a Karen and normally give places the benefit of the doubt. I have a medical condition that means I am gluten and lactose intolerant. This means that dominos are normally accommodating - I have travelled most areas of the UK, and ironically its my local dominos that has caused an issue. I normally order a gluten free, lactose free Ham, pineapple, mushroom and bacon pizza. This normally costs me between £9-10 but I know and trust it is safe to eat. This particular branch refuses to serve me and directs me to the app which I have explained multiple times does not accommodate for my dietary requirements. As a result, they have lost a valued customer as they are not willing to make simple adjustments for those living with difficult health conditions. I would specifically inform those with Coeliac disease and Vegans to avoid, as they clearly aren't aware of the requirements or safety measures they should take to ensure customers are able to consume their products without...