Domino's Pizza - Swansea - Marina — Restaurant in Wales

Disgraceful Service and Utter Incompetence

I had the misfortune of ordering from Domino's in Swansea Marina, and I can confidently say it was one of the worst customer service experiences I've ever encountered. They failed to deliver my complete order, which was bad enough, but their handling of the situation was beyond unacceptable.

When I asked the driver about the missing items, he was not only unhelpful but also rude, speaking in broken English that made communication nearly impossible. Despite clearly acknowledging that part of my order was missing, he made no effort to rectify the issue. Instead, he left without returning to the store to collect the missing items. This means they are fully aware of their mistake, as the food is likely still sitting there, yet they are doing nothing to resolve it.

To make matters worse, I attempted to contact the store several times, but they completely ignored my calls. This level of disregard for customers is utterly appalling. It’s clear that the drivers they employ are not only low-skilled but also lack basic customer service skills and the ability to communicate effectively, making the situation even more frustrating.

Since Domino's refuses to take responsibility or even answer the phone, I will be charging the missing amount back to my credit card. I have already escalated this matter to their upper management, but rest assured, I will never be ordering from this store again. If this is the standard of service they offer, they should be ashamed to operate.

Avoid this branch at all costs. Their blatant incompetence and unwillingness to correct their mistakes are beyond unprofessional. They don’t deserve a single penny of your money.

In response to the below, and the one I got from 'hellodominos',

Your reply is utterly unacceptable and reflects the inadequate level of aftercare I have experienced throughout this ordeal. A simple refund for a missing drink is far from sufficient, especially as I raised multiple concerns beyond this isolated incident. Your response completely ignores the broader issues I outlined.

This dismissive response feels like a generic template, and it shows a lack of genuine accountability or commitment to addressing customer dissatisfaction. Your so-called efforts to "restore my faith in Domino's" fall flat when your aftercare process is riddled with such poor communication and disregard for customer concerns.

If Domino's truly values its customers and aims to provide an "above and beyond" experience, then I expect a much better resolution than this half-hearted refund and vague promises of improvement.

I demand that you revisit my original complaint in full, provide a proper acknowledgment of the issues I experienced, and take meaningful steps to rectify this situation. Anything less is unacceptable.

I look forward to hearing how you will properly address this matter.

P.s., I already reached out through the link you sent, and their reply was just as abysmal....

Update* Customer service team have been in touch and sent me a refund and offered a 15 pound voucher to use as checkout. This is a kind gesture however going from the reviews on this page it is clear the staff there are still as incompetent now as they were when I ordered 3 months ago. Going from these reviews the decline in service started around 7 months ago so I think some form of an internal investigation needs to be done. Perhaps a complete staff overhaul? This used to be a great shop that I would have very little issues with so to see these people ruining this store is just sad

About a Month ago I finished work late and was so tired I thought I'd treat myself to a pizza. Ordered the food and waited for the pizza tracker to show me when the pizza was on its way. Unfortunately the pizza never arrived and the staff at the store have been so unprofessional to me throughout the entire experience.

I tried to call the store to see what was going on but they'd closed. My pizza was down as delivered on the app and the driver never knocked my door or called me.

The next day a staff member answered the phone and said he'd try to talk to the driver from night previous to see what happened and would get back to me. After a few hours of no contact I called back and no one answered. I tried again a few mins later and still no answer. I then called on a withheld number and he answered straight away and sounded shocked that it was me on the phone. He said he had decided not to call the driver as it would be wrong to call him at 3pm when he finished his shift at 1am night previous. I asked if he was the manager to which he said yes and I asked how on earth that was the right thing to do as I'm a paying customer and I haven't received what I've paid for. He then doubles back and claims to be the shift manager and has no real authority in the place. After some back and forth he says he will call the driver. I give him the benefit of the doubt and I call back 2 hours later. He no says it's with the area manager who has taken it on fully and says I'm probably not going to get a refund so shouldn't get my hopes up. I asked when the store manager would be in next and he said early the next day.

I called again the next day and surprise surprise the manager was not on site. I was informed the area manager would call me shortly.

Well here we are months later and the so called "area manager" hasn't called. The store has stolen my money and quite frankly I'm disgusted.

I've messaged customer support and had no response. Messaged on Instagram and left on seen. I moved to Swansea when I was 13 and have been ordering regularly from this store ever since. I am now 33 and to be treated this way after 20 years of loyalty as a customer has left me outraged quite frankly.

Nowhere during any of this was I offered a replacement pizza to make up for it.

Will never order from this store ever again. Quite frankly the staff there are a joke and aren't fit to...

Review for Domino’s Pizza Swansea Marina – Awful Service and Rude Drivers

I am utterly appalled by the shocking service provided by Domino’s Pizza Swansea Marina. It is beyond comprehension how a franchise this large can operate with such consistently poor standards. Let me break this down:

Nonexistent Customer Support: Attempting to call this branch is a complete waste of time. The phone rings endlessly, and you’ll never get an answer. If you have an issue with your order — which you almost certainly will — good luck trying to get it resolved. Missing items? Incorrect pizza? Forget about rectifying anything because you’ll never get through to a human being.

Rude and Inept Drivers: The delivery drivers are an absolute disgrace. Not only are they unprofessional, but their rudeness is appalling. To make matters worse, they seem to have a shockingly poor grasp of English, which creates a nightmare when trying to explain simple issues. How can they understand road signs and navigate safely if they struggle with basic communication? It’s a safety concern as much as a customer service one.

Complete Lack of Accountability: When you’re paying premium prices for pizza, you expect decent service at the very least. Instead, you’re met with incompetence, no apology, and a complete lack of professionalism. This is unacceptable for a company of this size.

Domino’s Swansea Marina is an embarrassment to the Domino’s brand. Avoid this branch at all costs. I’ll be taking my business elsewhere and strongly urge others to do the same. If this branch can’t hire competent staff, answer their phones, or provide basic customer service, they have no business operating at all....