Domino's Pizza — Restaurant in Cary

Amending my original review but leaving it so you can see the growth.

Tonight I ordered two sandwiches and a pizza. The sandwiches came but there was no pizza. The driver went back to pick it up. While I was waiting I realized that one of the sandwiches was made incorrectly. I called and asked about my pizza and if there was anything they could do for me. They remade the order and sent it out and also offered a credit on a future purchase. James, the manager was very helpful and the staff worked hard to fix the issue.

Original review about 10/2018

This is the second time in less than a month that I've had an issue with this Dominos.

The first time was on Halloween when we ordered pizza on line and it never showed up, it took 2 hours to get in contact with the location because of being on hold. I was contacted after that incident and was sent some coupons to be used and an apology.

The next time I ordered the pizza came quickly and with no issue.

Tonight I logged online to order and got a message that they were not accepting online orders so I called in. I was on hold for a few minutes and then someone answered and asked if they could put me on a short hold, I said yes and was on hold a total of 7 minutes before the call was disconnected. Called again and was on hold for about 4 minutes before the call got disconnected. Called a third time and asked to speak to a manager and was told sure! and then my call was disconnected. By this time I had gone online and ordered pizza from elsewhere. I called back again and reached some one and told them that I wanted to speak to a manager and to not put me on hold because I would just be angry if I was disconnected again. I was told the manager was unavailable and was speaking to another customer. The young man answering the phone was polite but This is quite frankly absurd. I understand that this is a new location but this is a continual issue. I would like to order pizza from a location close to me but they are making it incredible difficult for me to even try to...

2 negative and poor experiences in a row. Very similar experiences. Ordered at 6:04 pm and tracker said it was done baking and out of oven for "quality check" 12 or 13 min later. Did not arrive at my house (3 min away) for over an hour after that. When it got here, our pizzas were all room temperature and had dried out so they were no longer cheesy or fresh, and they just looked as if they left it out on the counter for an hour. Pizza and cinnamon bread were cold and chewy.

I had called around 6:50 to check (after seeing on the tracker that our order had already been baked and "quality checked" and waiting for delivery for over 30 min). I was told our order was "in our warmer" since 6:17 ("to keep it hot and fresh") but would be sent out as soon as possible, since the drivers weren't available. Same exact thing happened last time (also told on phone and in person that they don't have enough drivers) Since we live less than 5 min away, I offered to come get it and was told it would be to me asap. At around 7:20 (over 1 hr 15 min after ordering, over an hour after it came out of the oven, and almost 30 min after I called), the order finally arrived.

Everything was cold, old & stale. Driver was very apologetic, asked me if I knew anyone who wanted a job, as they couldn't find any drivers. We sat down and ate our room temperature, old, nasty pizza at 7:30 and for the 2nd time in a row were very disappointed. Additionally, no offer was ever made to help make things right. Neither the person on phone nor driver said anything about replacing the food, refunding delivery fee or any part of order, giving any discount, or even offering future deal/discount.

Once is bad, 2x in a row is bad business. Driver seemed embarrassed and was genuinely apologetic on behalf of the business. We still tipped him and told him our concern was with management/operations and that we had already called 30 min earlier and basically got a hollow apology and a brush off. He profusely apologized and left. No one followed up...

Pizza Tracker said my order was done but it was not. I ended up waiting half and hour beyond that while they continued to work on it. Not sure of all the reasons for the delay but I suspect at least one pizza was discovered to be incorrect as it was being boxed up. There were several other customers waiting around for slow orders and I know some of them had pizzas that had to be redone, as well.

The cashier kept touching his nose and mouth whenever he spoke with customers. Perhaps a nervous habit but still not a sanitary vibe. When ordering, a popup on the Domino's website and store front indicated everyone was required to wear a mask. Less than half of the staff was wearing a mask.

Finally got the pizzas and the pies were misshapen and suspiciously small. Small enough that even on a gentle turn out of the parking lot, you could hear the pies sliding around a great deal in the box. I estimate about an inch clearance from each edge. But at that point, it wasn't worth getting back in line to complain and wait even longer for a resolution. Better that we just take our business to a different place in the future.

Added a star simply because although slow, the staff was at least polite.

EDIT: Removing that one extra star because even though the owner posted a response to my review with an email address to contact them, it's a sham. I sent an email to the address two months ago, offering to provide any details they needed. I was met with silence. And that spoke volumes. Glib responses to posted reviews in order to present a veneer of sincerity are just the icing on the cake for this...