Domino's Pizza - Motherwell — Restaurant in Scotland

250123-You the owner who I spoke to on the night stated there was no complaints procedure which there is. The customer service team refused to deal with the issue and sent it to you who failed to respond within the 5 days specified. You lied ,the customer service team and yourself do not take customer complaints seriously or I would have received a satisfactory response!

Poor service and inconsistent regard ing pricing. I raised this direct with complaints and still not received a satisfactory answer although I was promised someone would be in touch within 5 days and that was on the 7th Jan. My main concern is the pricing!

My letter below.

Good Morning Complaints Team

My wife made a purchase this evening at one of your franchises on the 5th Jan @ 17:00-18:00hrs and it was myself who made the collection @ Dominos Pizza, Windmill Road, Motherwell, ML1 2UA.

Upon collection I was told I could not pay by cash which was my preferred option and I had to pay by card. My wife was not informed of this over the phone when placing the order, however I paid by card as requested.

The purpose of my complaint is with regards to pricing. I was aware that my wife was going purchase 2 x medium pizzas, buy one & get one free along with chicken wings.

£19.99 for a Texas Barbeque (Medium) £0.00 for Standard Cheese Pizza (Medium - No toppings) £6.99 for Chicken Wings (Side Order) Total £26.98

At this point I had not seen the pricing from the Dominos App.

On arrival I noticed on the window that the advertisement on the window stated 9.99 for a medium pizza. I then asked the lady at the counter if an order had been placed for Chris by my wife over the phone. This was confirmed and I was told the total was £26.98.

I immediately thought that the pricing was rather high considering one of the pizzas is meant to be free. I was struggling to understand why its £9.99 for a medium pizza when you walk in & its £19.99 for a pizza when you order over the phone. I had a discussion with lady behind the counter and explained that I'm not really getting a pizza for free as advertised because I'm paying £19.99 for two and explained my questioning around the free pizza which in reality isn't the case because I am actually paying £19.99 for two.

If I purchased 2 x pizza by walking in the amount would come to £19.98

While ordering over the phone the price for the 2 pizzas is 19.99 which would mean Dominos is false advertising and it has to be said, how can you justify £19.99 for a pizza via the app and make out one pizza is free but if you walk in you are paying the same price by a few pennies.

At this point I was really starting to feel as though I had been ripped off but with two hungry boys at home I went ahead with the forced card payment option.

The young lady behind the counter had difficulty trying to grasp what I was trying to say and was adamant I was paying £19.99 for one pizza and the other was for free. Eventually the the young lady understood and said it was down to extra toppings. I was baffled by this and explained that one pizza is plain & the other is a Texas barbeque with no extra toppings. I asked to speak to a manager who was within close proximity. I explained the situation to the manager who wasn't much help & couldn't explain the query regarding the advertising and pricing. I asked the manager for a complaints number / email and was told there isn't one and I can complain to herself here & now.

I explained to the manager I will complain to advertising direct if there isnt a head office number that I can complain too.

Main points

Why isn't there a means for taking cash and why wasn't this communicated to my wife over the phone. I would not have placed this order knowing that my wife was being charged £19.99 for a medium Pizza & £9.99 for a walk in medium pizza. Why was I told there was no complaints procedure when clearly there is one in place. Based on pricing, there is no free pizza and its false advertising or would appear so, could Dominos please explain.

Absolutely shocking service and...

Ordered food through the dominos website. Money was taken and order confirmed. Nothing showed up and couldn't get the shop to answer the phone after calling for 3 hours. Never got any clarification on what happened until the next day (was never given a reason why it didn't show up). Have been issued a full refund but had to wait in as I did not know when or if it was going to show up. Really ruined our night. I wouldn't normally leave a bad review but due to lack of communication (no phone call, message or anything) I couldnt make alternative arrangements for a takeout as I did not want two dinners to show up. We were having a small celebration for the end of our Christmas exams so really not the best to be let down with no...

Received our order with half the pizza covered in a creamy orange sauce that someone obviously had spilled and then sent anyway leaving it unedible. After waiting for an hour this was very disappointing so we phoned up and explained.

They said we could re order a different time, great. However upon claiming this, it was only the pizza we are receiving not the two sides we also ordered at the time. Spoke to Michela who was the "manager". I found her very cheeky and unhelpful. I explained that they had ruined our experience. Not at all happy.

I understand that these things happen however it's how you deal with them that is the issue, this was dealt with...