Domino's Pizza — Restaurant in Arlington

While I love Domino's Pizza, this store can often disappoint me in their service.

The quality has always been fine. Yes, one time they forgot one of my garlic sauces, but that's not a biggie.

For the past few months, when I've had my pizza delivered, - they run up to 30 minutes or more longer than the online tracker shows it will be. One time, (because of the pandemic), they rang my doorbell about 30 to 45 minutes after the time I was expecting the pizza to be delivered per their online tracker.. If the pizza has come out of the over, and it's on the shelf waiting for pickup (not in a warmer) and a driver picks it up, and puts it in a warmer it' not going to get hotter! I've had luke warm pizza's before.

Now I no longer want to have them delivered, and help a driver out, who might be working his or her way through school, or someone who needs extra money - by tipping him or paying a delivery fee.

So I now go by and pick up my pizza. I have better things to do than spend 10 minutes going to pick up a pizza.

Tonight, the tracker showed my pizza was ready at at 7:43. So I headed off a few minutes later, and got to the store about 7:50 or so. (I wanted to use car side pickup but for some reason wasn't given that option) When I went into the store, JUAN told me (after he looked) that my pizza was still in the oven and it would be 6 minutes. He also told me that they have had problems since last week when we had our winter storm.

If they have had issues since then - why the heck haven't their IT people been fixing that? Has no one said anything?

I'm now thinking the tracker isn't real time but an expected time. That not acceptable. Yeah if it's off a few minutes, that's okay, but not 30 plus minutes on Delivery or even 5 minutes on pickup.

Get your act together! Under promise so you can over deliver.

And teach your staff to show better empathy - even when they are busy.

Juan didn't impress me as caring about this situation.

AS A FOLLOW UP - (TODAY IS 4/9) - AGAIN I HAD A MINOR ISSUE.

i did car side to go - and told them to bring it to my passenger side. It was brought to my drivers side (Not a biggie, I'm fully vaccianated). But the forgot my garlic dipping sauces (and that happened before two times ago.

On the last complaint - they wanted me to e-mail them (which i did) but never got a call or response wanting to know what happened and to rectify the situation.

Apparently this store is so busy that they don't need to do give good customer service for follow up...

The last time I ordered here, I placed the order with the app, food was delivered, and the order was wrong. I called the store and waited on hold for 15 minutes before hanging up and driving to the store. I swore I wouldn’t order from there again. Tonight, against better judgment, I placed another order at 6:35pm. My pizza was with the quality checker from 6:44pm past 7pm. Funny thing is the “quality checker” didn’t notice that once again-my order was wrong. Just like last time-I called the store. I was on hold for ten minutes before getting in my car and driving to the store again. I walked in with the pizza that was incorrectly made, and told them it was wrong. Meanwhile my phone, which was in my pocket was still on hold with Dominos. From the time I entered the store to the time I walked out, the phone was ringing inside the store and not one employee of the four I saw walking around in there made an effort to pick it up. It’s like they’ve listened to it ring so long, they don’t even hear it anymore. If someone’s order is wrong, and they call to have that issue corrected, how can that happen if the employees will not answer the phone? Best part of this story: after telling them my pizza was messed up, they offered to make another for me-that would be ready in 20 minutes. So after they messed up my order, don’t answer the phone and I drive up there to get the issue corrected, they tell me I’m going to have to wait an additional 20 minutes… what kind of customer service is this? Not to mention, I didn’t even get an apology. It’s like they’re TRYING to anger loyal clients of Domino’s to the point of never coming back. An additional twenty minutes would’ve made 2 hours waiting for the order that I placed. I told her I didn’t want the pizza, that I just wanted a refund and left, got in the car and hung up my phone which still had gone unanswered by the staff at this location. I’ve worked in food service, I’ve worked in customer service and I have NEVER seen a company’s blatant disregard of this magnitude for the satisfaction of their clients. Obviously I’m not the only one, read ALL of the other 1 stars reviews. To the franchisee or owner of this store- do better. Get new staff including a new manager, and/or sell the store because it’s fairly obvious there is ZERO concern for the happiness of the people that spend their money here and it’s giving...

After 47 min of waiting I decided to call and check on pizza that was supposed to be here within 20-30 min. Once I tried to explain what was going on to woman on phone. She began talking over me then put me on hold before I got a chance to finish my sentence. She then clicks back over and explains delay etc. I asked her to please make sure that everything I ordered was on the way. It wasn’t and she made it an issue. Then she stops and tells me everything she didn’t have.then gave me another reason why “3rd party caller sabotaged my order and time” Definitely nothing to do with her or Dominoes..ok! When my pizza finally arrives, I first apologized for being extra. I forgot it’s a day before holidays etc. he gave me pizza. I asked him how much? He said “Umm..I THINK it was handled at store..” I just looked and asked if he was sure then he said his manager threw in lemonade. I stopped him again to make sure he left with a tip! It made my night thinking not only did I get free lemonade but also pizza! Not bad! Of course I was going to get on here and sing their praises! Just when I start crunching into my room temperature pizza, I got a call from store. Assuming there was a mistake that needed to be corrected..I quickly answered and the lady immediately start screaming at me! She says, “my driver says that YOU said you already paid..” even if that’s what I said..I’m sure that’s against their protocol and training lol so frustrated and still hungry I tell her the driver is lying. She immediately tells me different..like she was here when it happened. I told her to come get pizza it was cold anyways! She then tries to change energy once I told her I’m writing the review after dealing with her rude nasty attitude, poor management/training and sorry customer service all the way around..if you want to waste almost 2hrs of false promises of fresh pizza with everything on order and get yelled at 3 times in one night over an untrained kid lying be my guest! For me this free cold pizza experience was one I won’t be repeating ever again! Posting pics of cold pizza that even...