Domino's Pizza - Bridgend - Tremains Road — Restaurant in Wales

Absolutely horrendous customer service - If I could mark it zero stars then I would. After hearing my friend has had a stressful day, I ordered her a pizza on my phone app around 21:20pm and to be delivered to her address as a surprise. I then rang the store to alert them the person receiving the pizza would be unaware it was being sent; the gentleman i spoke to said it was 'a lovely gesture'. After waiting for a reply from her about the pizza, we only received a text saying she`d received a text from Domino's Bridgend but no pizza. We called Dominos Bridgend and explained the situation with which we were placed on hold for 7 minutes to be passed onto another employee who said that the pizza had been delivered to a gentlemen at the address. This cannot be right because our friend who we ordered the pizza for is a single mum and lives on her own. He then said that he would personally drive to the address and speak to her, when he called us back at 23:00pm he said that he went to the property and nobody had answered the door.

After attempting to contact our friend we realised that she must have gone to bed and didnt want to wake the baby up this late at night. When this was explained to the person dealing with our complaint, working at Dominos, he replied with a terrible attitude and said that the pizza was delivered to that address earlier and that he wouldn't give us a refund.

After receiving terrible customer service followed by a rude response to offering a re-delivery or refund, we will never order from this joke of a Pizza shop again and we still haven't received our money back.

Conclusion - a random house has received a free pizza, our friend has received a text promising a pizza, and we are £15 down with no offer...

Normally dominoes are quick and great, but experience I had yesterday just wasn't that at all, wait an hour and 20 mins for our food, even rang them to see how long then when it arrived it was the wrong food, so rang them again they said they will get it out to us in 25 mins tops, so we waited.. and waited.. 10.15 at night now, after over 35 mins still no food, so we waited over 2 hours for food, we rang and cancled the order and requested a refund. It's a shame as they normally good but that experience I won't be ordering again or for least a long time, pregnant and hungry isn't a good mix haha. The wait was beyond and to get the order wrong there's no excuse. Let's hope they do better for people who are paying...

I have ordered many a pizza over the years and have never had any problems, I tend to order via the website and you get to see where your pizza is in the lines of point of prepping, checking, cooking and out for delivery. The delivery guys have all been happy and would check my order to make sure everything was handed over. I have popped into store when they had a good collection offer. I called in tonight, Christmas eve and was greeted by a happy young lady who took my order, checking each of the options if there was more than the one choice and then she explained I could order a few extra sides and then have the order for half price. Our original order was £26 so we ended up with plenty of extras for...