Domino's Pizza - Farnham — Restaurant in Waverley

If I could leave 0 stars I would!

We had already stopped going as after a vegetarian pizza arrived with chicken on it, the manager could not understand how this was unacceptable for my wife, who is a vegetarian and is made sick on eating any meat products. However, we thought why not give them another shot being they have moved and upgraded their premises.

Oh boy were we wrong to do so!

We waited almost 2 hours for our food to arrive despite the Dominos App informing us our food had already been delivered - this update was the case for approx. 30-45 minutes.

Constant chasing on the telephone gained nothing as no answer. When somebody finally did answer, they lied about the app and told us that it is set to an automatic timer and is set to say "Delivered" after 45 minutes. And despite us keeping our calm, we were called rude because I explained it was upsetting that at 9pm and after 2 hours waiting we were going to have to order elsewhere and not eat until 10pm. Rule 1...never call a customer rude...no matter what...and especially when they haven't raised their voice once or used inappropriate language!

As I was on the telephone our food arrived...cold. As this was the case I was promised a full refund and we could keep the pizza. Ok, but still unhappy at being called rude.

After reading reviews on here we were worried a refund would not arrive. So, on Monday I contacted the "restaurant" to speak with the manager. Greta, the girl who answered, advised me that she would fetch him for me only to come back to the telephone to ask me for my address, etc. I started giving these details only to find out she had not been listening. At this point I asked "can I please just speak with the manager?" I was informed that he was not in the "restaurant". On enquiring how he had been there only a few moments ago but not now, the girl could not respond and instead cut me off!

I rang back...as soon as she heard my voice cut me off again. So I tried again...the same result!

Needless to say, I had to contact head office at this point. Thanks to the head office and their professionalism I received my refund and an apology email from the manager. They also confirmed that the app is not set to an automatic timer and that I was indeed lied to.

I will not be going back ever! I would have reconsidered had I not been cut off, but the manager's excuse that the girl was still a trainee and panicked is not good enough! It is just pure rudeness at the highest!

If you are thinking of ordering from this Dominos, DON'T BOTHER. Read every bad review and I can assure you they are correct...everything those reviews suggest is what we experienced. Ignore the positive reviews as they are clearly fakes!

If you are craving a Dominos, I recommend going to the Fleet, Guildford or Woking ones...never had a problem within...

Look at how many 1 star reviews they have, there's a reason for that!

Our pizza order turned up with BBQ sauce instead of tomato, no idea how that happened as we hadn't made a change and it's supposed to come with tomato but hey, mistakes happen, if that was the end of it I wouldn't even bother writing a review, but no...

Phoned up to tell them the base was wrong. The woman who answered said she made the pizza and disputed the fact it was wrong. Weird flex to try and tell me I don't know the difference between BBQ and tomato sauce but OK. They said they would send out a new one.

45 minutes later and the new pizza shows up. Nailed the ingredients this time (gold star for that) but didn't put one of those little plastic things in the box that stops it collapsing onto the pizza and then judging by the state of it they all sat on the box before dropping it off. Opened the box and half the topping stayed on the lid, pizza looked like a car crash when nobody was wearing a seatbelt.

At this point I was raging. I phoned up and asked for the manager and explained what was wrong with my pizza. Guess what? He didn't believe me. I told him to give me my money back and come get his cardboard pizza fusion experiment if he really thought I was making it up. He flat out refused and told me "this is a business, that's not how it works" 😂😂😂 He's managed to oversee the screw up of two consecutive pizza deliveries to the same customer and now he's throwing in free business management lessons for me to sweeten the deal? Alan Sugar would be firing him on the first week, trust me.

Anyways, no refunds here. 30 minutes later they finally got it right, no apology for the awful service, no apology for questioning my integrity when I had the audacity to complain. Just a free business lesson from a manager who couldn't manage his way out of...

I cannot overstate how horrible the delivery is and arguably the customer service. At some point it was nice, they would listen to driver instructions and I even had a driver be nice to me and help me once. That didnt last. The past few months with this place is horrible. First time bad stuff occured, they didnt listen to driver instructions, I'm legally partly blind. In fact my vision is so bad I use a stick to get around. I dont have anyone to guide me. So now You can imagine I ask for them to bring the food to the door They didnt listen then blamed things on me over the phone Tried to tell me to collect when I just said I'm blind. they used to be able to do this before so I cant see why they cant now. I ended up with horribly cold food I asked for a refund, that didnt happen.

Now today, I ordered and made a mistake, I will not blame this on them, I mistakenly ordered a collect in. Instead of delivery. You have to understand, I am mostly blind, I can't easily navigate ordering on mobile I called them up and I simply wanted to ask if they could deliver it, I was willing to pay and I understood if it wasn't possible. But instead, in the middle of me talking They hung up on me they didnt even listen to me I called back multiple times to no awnser I cant simply walk there at 7pm in the dark to get my food. I would call to refund but they dont awnser. I tried last time through the site and that didnt happen So I cant trust to get anything back here

I truly give up on this place I'm not...