Domino's Pizza - East Grinstead — Restaurant in Mid Sussex

I never leave reviews. Ever. But to be honest the service received last night by Dominoes East Grinstead was totally unacceptable. Long story short, last night was the first takeout pizza I've had in a long time. We ordered our pizza, £27 worth, at 8:20pm. On a Friday night, I expect to wait a good hour or so for pizza, as it's a busy night, no issue at all. By an hour and a half we were starting to get a bit hungry so I decided to call, to check if it was out for delivery or if there was some sort of delay. I kid you not, I rang 39 times. No answer. Busy. Or would be answered and disconnected straight away. Eventually after almost 2 hours I was answered. Spoke to a polite dude who said they had been very busy but the pizza was due anytime. And if it wasn't we would get a refund. No problems I thought. Busy night. Short staffed. Fair play! 10 minutes...15 minutes...and the endless phone calls start again! By now, I'm fuming...."hangry" if you will! Our pizza eventually arrived.....stone cold. And I mean cold. Called again, asked for replacement food, and a refund. Well it's now 13.5 hours On...and I'm still waiting for the replacement food. The refund, I'm told will be there in a few days. I've always worked in customer service. I understand queues, agrieved customers, etc. But there was no communication, no apology, nothing. I won't be ordering from there again. It isn't cheap, and I expect a hot takeaway! Always enjoyed a pepperoni passion....

Contacted Dominos in East Grinstead this evening as I have just moved to the area and sadly, the East Grinstead branch doesn't offer 'Double Decadence'

As a result I have had to go go out of the town, which is a bit of an inconvenience to me but, the only reason me and my guests order this is for the double decadence.

I am not too sure if this is a franchise and the owner cannot be bothered to offer this elite product or if they are uneducated in how to prepare the pizzas in Double Decadence,

The gentleman I spoke to on the phone was kind enough, and courteous, it is a huge shame that my business now cannot proceed with this local business.

Advice to those looking to have the iconic 'Double Decadence' base

Answer: head into Pound Hill (12 min from East Grinstead)

Answer 2: go to any other dominoes restaurant, I have been up the country and always used dominoes and this particular branch is the only one that doesn't offer their...

Set a different delivery address for an order, pre-ordered for 6pm. Opened front door at 6:30pm to find it sat in our driveway stone cold. Phoned the store, whoever I spoke to was rude and dismissive, started arguing with me that I was in the wrong despite an order confirmation email specifically saying I had put a different, correct delivery address. When I stood my ground they proceeded to laugh at me, ask me for the address of where the order should actually be delivered to, said a driver would go there and then hung up on me with no mention of collecting the order or delivering a new order. Waiting to see what happens and will be...