Domino's Pizza - London - Hillingdon — Restaurant in London

I am writing today to complain of the poor service I received from this branch last night March 20, 2021. I made an order online to collect past 9pm which I was advised by text it would be ready by 9:35pm. I popped by the store at around that same time as I live around the corner and was starving, but as soon as I entered, I was told they were closed. To start with, the tone of voice from the member of staff was not very pleasant, they would not even let me say a word as to why I was there before repeating themselves once again. Whilst listening I quickly googled closing times and saw they shut at 22:45. I showed them what Google suggested and instead of an explanation or even an apology for it not specifying that it was only opened for delivery only, I was told once again they were closed. They pretty much kicked me out of the store by saying: take your pizzas and leave. This is not at all a way to treat a customer; I am a regular customer, who has previously faced bad customer service form them in the past too but this time I feel the need to complaint as I must say I felt pretty attacked by the team last night with their loud and constant statement ‘WE ARE CLOSED’. I politely was trying to flag the fact that Google suggested otherwise but no care was given. At this point, I asked to speak to the manager, I wanted to understand why I was treated the way I was and to my surprise one of the people shouting the repetitive sentence (WE ARE CLOSED) was the manager herself. She said: I am the manager, and I asked for her name, so I know who I was speaking to, and her reply to my question was: ‘We have no names’. This might be what I got most annoyed about. You all have my details form my order, and, if the case is the staff are not allowed to give out names then, that would definitely not be the best answer. It was rude and unfriendly. I trust this is not the way Domino’s wishes to treat their valued customers. What an...

NOW IMPROVED! Well done on turning this place around. Food was exceptional when ordered. The review below expresses my experience when service was bad.

I am writing to express my disappointment with the pizza I received from your store on 22/01/2023 at 19:45. I have been a regular customer of Domino's for some time, but my recent experience has left me dissatisfied.

The pizza I received was cold and the cheese was overcooked and hard. I could not taste the sauce at all, even though I had requested extra sauce. This is the second time that I have encountered this issue with your store. I also had issues with the customer service, the staff seemed complacent and inattentive.

I would appreciate if you could look into this matter and take the necessary steps to improve the quality of service and food at your store. I would also appreciate if you could offer me a resolution or compensation for the issues I have encountered.

I hope that you will take the appropriate action to resolve this issue and ensure that similar problems do not occur in the future.

Thank you for your time and attention.

PS the picture...

"We deliver to your door" goes one of Domino's ads on television.

So I thought, fair enough, let's have a pizza. I order it and about two hours later, starving, I get a call from an unknown number: "can you come and collect your pizza from downstairs?!"

I tell the rider that I am unable to, and that he should ring the bell and I'll buzz him into the building (3 story block with a lift).

He says "no way". I say I can't because I had just been discharged from hospital and I can't move far.

He says No, it's company policy to not deliver to flats! For wait, "security reasons". Oh dear!

All the postmen, deliveroo and uber guys take no issues, yet Domino's does. Bonkers!

The delivery guy in the end, goes back and takes my pizza back with him, refusing to deliver.

I complain to Domino's and they say that I should have read the small print under the heading "boring legal stuff" before ordering.

So they advertise that they deliver to your door, but they don't really. This is clearly false advertisement..

Needless to say, I will never order from...