Domino's Pizza — Restaurant in Chandler

Over the last year, I have consistently experienced extended delays in preparation and delivery of pizzas from this store. The status on the tracker is seldom accurate, and the delivery times are excessive considering that I live less than 3 minutes drive from the store. Sometimes the order status will sit at Delivery status for a while (~30 minutes), then will shift back to Quality Check, and then back to delivery status. Other times the order will sit at Quality Check, then shift to Delivery, and then back to Quality Check which resets the Quality Check start time. This apparently makes the store stats look better, but doesn't reflect the actual times and delays experienced.

When I ordered tonight, the website recommended carry-out tonight rather than delivery, and that delivery might be delayed by up to 50 minutes. This is the first time I remember seeing this recommendation.

I don't have any complaints about the food quality (other than the food being delivered cold due to delays). but the delivery and prep times are ridiculous....The tracker for my current order shows that the driver left the store with my pizza 50 minutes ago, but the map still shows my pizza (and the driver) still sitting at the store. Order was placed at 6:39, and the actual delivery time was 8:29.

The delivery arrived ,and the driver was apologetic about the delays and was very personable. Unfortunately, the parmesan dough balls were not included, and the delivered portion of the order was cold (room temperature).

The website suggested calling the store to report the missing item, so I called. I waited on hold being entertained by a continuous looping advertisement about how great Dominoes is doing, including such gems as "A service representative will be with you shortly," "This Dominoes is now hiring" and "Hate to wait? So do we." The on-hold recording played over and over for 50 minutes (about 30 repetitions), before the announcement ended with an abrupt 'Goodbye' and the recording hung up on me. Since I enjoyed the dulcet voice on the first call so much, I called back. Sure enough, the cheerful recording ran for another 50 minutes and 30 seconds, and hung up on me again. Oh, the irony is delicious, almost as delicious as the missing dough balls and the cold delivered pizza.

At this point, it's a matter of principle to get through to a real live person, so I called back for a third session of waiting on hold. After 38 minutes of the recorded advertisement, I hung up. Total time on hold was 138 minutes. I'm starting to feel that getting a refund for the doughballs isn't worth the annoyance and time I have already invested. Ooh, I just checked my email, and Dominos sent me a Customer satisfaction survey! Let's see... the first question asks why I gave a low rating... huh. A qick copy/paste, and this saga becomes an answer for them.

In summary, this Dominoes store makes a good pizza and other foods for a reasonable price. Unfortunately, this store (based on conversations with numerous employees over the past 2 or 3 years) is perpetually understaffed which impacts their ability to meet time and quality goals. Will this change anytime soon, who knows? I'll probably order from them again, but with sadly reduced expectations.

Update1: 02MAR2022 I ordered food from this store twice in the last couple of weeks, and had no problems. The food arrived promptly and hot and was exactly as ordered. This is a good sign that maybe this store is regaining in terms of customer satisfaction. I'll update this review based on how the ordering process goes...

I Visited last week and received the WORST service I have ever received at a customer service oriented business. I received a coupon For a free pizza that was relatively vague in detail did not describe what pick up method needed to be used for eligibility. I waited on hold on the phone for 21 minutes before somebody picked up the phone and HUNG UP on me before I drove to the location. When I walked in there were three workers in side of the restaurant. I explained that I had been on hold for several minutes and was frustrated that I had to drive there to get some help, but was still polite about it and patient in my manner. The woman in the front didn’t apologize or even try to ask if she could help in any way but instead demanded I try ordering on the screen at the counter and walked away. I did so and it didn’t accept my coupon saying it was for delivery only. I announced this to her and she IGNORED ME! So I asked her if she would just honor the coupon for me in store due to the inconvenience and poor service I have already received. She said no. I asked for a manager, she said “that would be me” in those exact words oozing with a smug and careless attitude. I asked if she would at least help me with the order since I am already at the location and don’t want to drive back home and pay for delivery. And she agreed to remove the delivery fee. I proceeded to complete the on line order and of course had a hard time logging in and a finding where to put the promo code...etc. and by the time I got to the payment for the order it said a $15 minimum purchase was required. I I could see $5 maybe $10 but $15 is like two items! On top of the “free” pizza for just me plus one. So I walked out. Having not purchased a single thing, and one less pizza establishment that I will ever spend money at again. This “manager “ has ruined my experience with dominos as a whole. And I have been a loyal customer to them for many years. If they are wise they may reconsider who they honor with the title as a manager moving forward because this individual is a very poor representation of their establishment much less a leadership...

UPDATE I have started ordering from Dominos again as they seem to have resolved LONG delivery wait times. Also, Dominos.com tells you how long it is expected to deliver to your home. There food is good and their service seems to be better as well!

I use to order here all the time and had good experiences. I think it's under new management because Grant was rude. I ordered a meal from this Dominos a few weeks ago and it was cooked in under 20 minutes. It then took another 40-50 minutes for it to get delivered to my door. By the time I got it, it was NOT hot. I had to reheat it in my oven it was so bad. The whole point of getting Dominos is to not have to heat up my oven in this 90+ degree weather.

The day it was delivered late, I called them and was hoping for a resolution. I talked with Grant and he said he would replace it on my next order free of charge. I am thinking ok, that's good customer service!

A week later, I came back to order and wanted to make sure they weren't busy so I wouldn't get another pizza I had to put in my oven. When I had asked, he said they weren't super busy. I am like great, I will order as I want a hot pizza meal. He then rudely said that the pizza I got last time wasn't cold. I said it wasn't hot and he said it was and that I am not getting another free pizza after this. He tried to act like I was a bad seed asking for a handout when this was free because they failed to deliver a hot pizza on the previous order. I don't go around asking for handouts and it was Grant who said that I could get my next pizza free. I will say though that this free pizza was delivered quickly and was hot (THANK GOD!).

I certainly won't be back for a while as I don't trust them now. For all I know, they could have made a note on my account to spit on my future orders. They may have lost a repeat customer for many years to come. No sweat off my back as I have many other places I...