Domino's Pizza - London - East Sheen — Restaurant in London

I am writing to express my frustration and disappointment with how an issue from a previous order has been handled. Last week, I received an incorrect order from your store and immediately contacted your team to report the mistake. The representative I spoke with apologized for the error and assured me that the missing items would be credited to my account and added to my next order at no additional charge.

However, today, when I called to place my order and mentioned the missing wings, I was placed on hold for an extended period—over 20 minutes—before another representative answered. After explaining the situation again, I was placed on hold for over an hour without any follow-up or resolution.

Frustratingly, I then called from a different phone while keeping the original line open, and was immediately assisted on the second call. However, I was told that the issue would not be addressed. When I spoke with the so-called manager, I was asked who I had previously spoken to. I explained that I couldn’t recall the representative’s name but offered to provide the order reference number and the time of my call. I also suggested that they review the CCTV footage from the time I called to identify the representative, but the manager informed me that this was not possible as the cameras do not point to the phones.

What is even more concerning is that when I mentioned I would be highlighting this experience in my review, the manager responded with indifference, saying, "Go ahead," without any sense of responsibility or care.

This level of service is completely unacceptable, especially from a company with such a well-established reputation. As a university student, I ordered in good faith, paid for my meal, and did not receive the goods. To be told that you cannot fix the issue, refund me, or provide the promised items is deeply disappointing.

Given my experience, I cannot recommend Domino’s at this time. Other pizza chains, such as Papa John’s or Pizza Hut, would likely offer a more reliable and customer-focused experience.

I sincerely hope you will take this feedback seriously and take immediate steps to improve your...

I had Ava/Eva the store manager at the East Sheen SW14 branch shouting at me last night for alerting her that the 7pc chicken was not delivered as part of my order. I came home from work at 9pm to find out from my 2 kids that they only received a pizza, box of wedges and a 1.5l bottle of coke. When I mentioned that they should have had chicken wings as I ordered a chick n pizza deal they said no! So I called the store and was shouted at by Ava first claiming that she couldn't locate my phone number, then she said the wings were delivered and when I insisted that it hadn't, she questioned WHY MY KIDS DIDNT CALL ME AT WORK to tell me. I said to Ava I do not answer personal calls at work and secondly why would my kids call. They would just eat whatever they received. Ava was aggressive and rude and said calling 3 hours after a delivery is unacceptable and that she won't do anything. When I told her I will take this further, she dared me to complain! For context I have been a customer of Dominos in Stanmore for over 10 years and of this BRANCH AT EAST SHEEN SW14 for almost a year. There was not a word of apology from Ava/Eva at any point. The icing on the cake is I ordered a Tandoori Sizzler pizza which comes with chicken, but lo behold my kids said they had a vegetarian pizza. Luckily 4 pieces were left in the box and none had any chicken in them! What a joke! Appalling service Ava/Eva, you do not belong in this customer...

I am disgusted and revolted, and not because of the cheese. I feel my stomach drop as i stare at the empty space where my pizza should be. It has been two hours. I had to have dessert first, which made me feel as if i had dishonoured every god in existance. Not only has this exhibited a concerning disintrest in their client's wellbeing but also a serious lack of organisation within the company. My driver went awol and his boss did not know where he was. My friends had to sit on the doorstep eating cold soup, waiting for this man to arrive. It was a someone's birthday. But he did not care. At this point i do not even want a refund (however they did not offer to provide one) but a heart felt apology from all those at Domino's East Sheen. At least thirty hard earned pounds from this teenager were wasted tonight. Despite this, there was no hurry in their next step of their delivery. 30 minutes later, as we saw the driver through the window, we screamed with excitement. The driver had the audacity to not acknowledge the pain and suffering we had gone through. I laughed in his face, hysterical with hunger. His compensation for our pain...