Domino's Pizza — Restaurant in Austin

One of the absolute worst customer service experiences I've ever had. Deserves negative stars. About 7 weeks ago I ordered a pizza and when I got my final charge from PayPal it was more than I had authorized. I called the store and they told me they were unable to explain the discrepancy but they were going to refund the order. I ordered again a few days later and the same thing happened except the discrepancy was greater this time and thinking that it seemed fishy that this was going on, I decided to call corporate rather than the direct store. I was told that I could not be helped through corporate because this was a franchise location and that I would have to work directly with the store, they told me they would pass on my information. Several days went by and I hadn't heard anything from the store so I called back to corporate again. I spoke to the same individual who reiterated they could do nothing for me and told me he had previously passed on the information. Fast forward to today. Someone called me out of the blue telling me they were the new general manager of this store and had come across my concern from several weeks ago. He told me in the course of our conversation that he was going to refund the amount from the last charge where there was a discrepancy but he was having trouble with the system and said he needed to call someone in order to help process it. The general manager called back about 10 minutes later and told me they were having system issues but that he had gotten authorization to give me a cash refund and that he wanted to also bring a pizza when he sent a driver to bring the cash refund. I told him he didn't need to go to the trouble but he insisted. We agreed that a pizza and my refund would be brought to me at 5:30 pm. An hour went by without any word from them so I tried calling the store. I tried twice to call through to the store a couple of minutes apart and each time the phone just rang and rang and rang and rang. I called a third time a few minutes later and after several rings a woman answered and told me she was going to get the general manager after I explained a few of the details. After an 8 minute hold, she returns to the phone and tells me that the general manager was out delivering pizzas and there was nothing that could be done. She seemed to have no awareness of the situation and told me all she could do is take down my phone number and have the manager call me back. So here we are at 7:37 p.m. and I don't have my refund or dinner and all I can say is I will never, ever order from any Domino's ever again....

I was very displeased tonight. I used to work for Papa John's, and I also worked for Dominos a number of years ago, so I am not an outsider to the way things work on a busy night. We placed an order for pickup like we often do, as we love Dominos, don't tell Papa. I usually pay with a card, but for whatever reason, all I had was a $100 bill. The very nice girl at the counter asked someone in the back, and they shouted twice, because it was so busy it was hard to hear, we dont have change. She apologized, and I kindly asked her to cancel my order as I didn't have enough in smaller change. I was told to try the bank, but I kindly reminded her it is 7, and they are closed. She cancelled my order and I left upset. I left a comment on the online ordering tool that I was very upset that they would throw away an order or feed the crew instead of providing my family, who orders all the time, with change. Mind you, on a Friday night, you have drivers in and out all night. They will come in with lots of small bills, and sometimes they come in with a bigger Bill and need change because they gave out their 20 in change. These drivers are not kept at the store for 15 or 30 minutes while the safe cycles yada yada. They are given money, or their money is taken. So, I left the message, guess who calls when I get home? I gave the phone to my wife because I knew I was not in a rational mood. He calls to apologise for not giving us change, but it is policy. Well, be creative. How many free pizzas do you have to give away to upset customers or remakes? Why make this a loss? This is a regular who may never come back after the amount of condescension. Why not say "hey sir, do you have any small bills? Today is your lucky day, you get your $18 order for $11.64. Next time though, please make sure you have change because we just CANNOT break a larger bill", or maybe "hey, we CANNOT do this normally, but let me get you some change real fast. We happen to be really busy right now, and I haven't made a drop", or even "Hey sir, my safe will have to cycle, and that takes 30 minutes, would that be acceptable?" Do something to make it right, don't call an be more...

So I placed a pick up order about a little over a month ago. I called in because both medium pizzas was caked horribly with barbecue sauce. I called in immediately to report it and was told my credit would be applied to my account. However today I called in and spoke with a John Castillo and explained to him about the remake. He was extremely rude and advised me they keep order history for over 10 years which I know that completely incorrect. However he ask me my address I said it was a carry out. He starts screaming because I refused to give him my address. John than hangs up in my face and because I live in the area & order from the even now and again I drove to their location. I asked for the general manager number he said he’s the GM, I than asked him who’s over him he said no one in which again I know was a lie. He refused to give me additional information. And not to mention John was making a number of pizzas no gloves on just with his bare hands. Which is disgusting. If this is the GM of this location he need to be re trained on food handling as well as customer service. I will definitely get down to the bottom of this until I reach the proper chain of command. John I hope you read this review you do not represent Dominions well and please WEAR gloves that’s contamination using your bare hands while making food for someone. I am a food truck owner and I would never use my bare hands to touch my...