Domino's Pizza - Camberley — Restaurant in Surrey Heath

We have been a repeat customer for the past year living in Camberley.

This branch needs a serious retrain, especially on customer service.

A few weeks ago, we ordered 2 large pizzas + extra cheese via the app. They both arrived with pretty much non-existent cheese and one pizza being over cooked. We had to go through the app to make a complaint, which we did and ended up being contacted by what I pursume is the regional manager. We were given a voucher for 2 large pizzas on our next order but that could only be redeemed via phone. Fast forward to today, my husband calls to place our order. We mentioned to the young man on the phone that we had a voucher and he said he was confused so would get a manager.

We then spoke to 'Rahul' on the phone (we pursume this is the store manager) We mentioned the voucher to Rahul who then asked for our card details. We reminded him again that we had a voucher and he stated that we needed to pay for delivery. My husband read out his card details. We once again mentioned we had a voucher and he would need the voucher code for this order.

Rahul then charged us for the full order without taking the voucher code. When we again said we had a voucher, he said he didn't know we had a voucher yet we had mentioned this multiple times to both people on the call. After much rudeness from Rahul, as he muttered under his breath that we were 'taking the piss', we requested a full refund on the pizza's he had charged us for and that we wanted to cancel the order completely. Rahul then said he "will not be doing a refund as its too busy and he may OR may not refund us in a few days" and we will get the money back in the next 2 weeks!!

We then recieve a phone call from Rahul around 15+ minutes later stating that we need to ring customer service tomorrow to process the refund. Rahul also then went on to blame the 1st gentleman we spoke to for the situation. For a manager to blame a regular colleague for HIS own actions is cowardly and disgusting especially when we made him aware of the voucher multiple times during the call.

Although we were very great full for being given the voucher in the first place, we cant use it as staff are unable or unwilling to process it. This voucher is due to expire soon, I have now reach out to the 'regional manager' to request a full refund of the original 2 large pizzas + extra cheese, that we had the issue with a number of weeks ago.

Due to such rudeness and bad service this evening, we do not feel we will be a returning customer to the Camberley branch and will purchase in future from another local store.

I highly recommend that Rahul is spoken to on basic customer service and some retraining is given, so further customers do not have to deal with what we have had to deal with this evening. Now reading other people's experiences, this seems to have been going on for a while...

I am in Hosptial and I got this and the man who was the delivery driver was so rude shouting at me because I took ages to get to the door bear in mind I had an illness and I’ve just had a major surgery when I received the food I come back to my room and the food was absolutely freezing. I ate a chicken wing and it was cold, and then I opened the garlic bread. It was very dry and just didn’t taste nice. Then I had the pizza and I only able to eat one slice some of the items on the pizza were burnt and it was also very cold. I will not be ordering out of here again. I’m very disappointed been in hospital needing food. I was so angry and excited to eat but when I got it I was disappointment and it was cold and I wish I never done it now and it’s not cheap so cause it’s not cheap. I don’t understand why they Sanders have gone down. It says the Sanders that food will be served hot and get you when I order from where I live. I always get my food hot and it’s not nothing like what I’ve...

Ordered from their app which I use on a regular basis. Tonight we got the absolute WORST SERVICE. The app said the pizza would be delivered at 7pm. Well we got someone else’s pizza instead. So I rung them and was told my pizza would be sent out. Half an hour later and still no pizza. At this point we had thrown away the previous order. Was told by the same girl on the phone that the order had been sent out, so I assumed that they had remade our order. 20 minutes later and STILL no pizza, all we were offered was free pizza, not my refund that I asked for. I will add that we live 5 minutes away from the town centre so was absolutely ridiculous by then. They finally sent out the pizza, but without the sides! Still waiting for those, 40 minutes later and nothing has turned up, may as well give up now. Used to be my favourite go-to for pizza and also a regular customer, and will be ordering elsewhere next time. For the price of the food I would’ve expected the service to be...