Domino's Pizza — Restaurant in Charlotte

We placed an order at 5:00pm on a Wednesday which stated anticipated delivery of 15-25 minutes. After the order was placed, it revised the delivery to 51-61 minutes.

At 5:40pm, 40 minutes after ordering, the Domino's Tracker stated the food had been made and was in Quality Check.

At 6:10pm, 30 minutes after the food was made and was still in Quality Check, we tried to call the store and were on automated hold for 20 minutes.

At 6:30pm, 1-hour and 30 minutes after ordering and 50 minutes after the food was made, I drove to the store to try to pick up the food as the Tracker still read "Quality Check." I continued to leave my phone on calling the store and went into the store. There was 1 employee in the store, nobody was on the phone, and no phones were ringing despite me continuing to call. It appears the phone number they provide either might not go to the store, or maybe they take the phone off the hook.

The 1 employee said the Tracker should read that our order was out for delivery because the delivery driver had left. So, I went back home.

At 6:45pm, 1-hour 45 minutes after ordering, and over an hour after the food was made, we figured it was not going to arrive and made dinner at home as we have a 7-year old and it was past her dinner time.

At 7:00pm, 2 hours after ordering and 1-hour 20 minutes after the food had been made, it was delivered. We told the driver it had been 2 hours and his response was that he had 5 deliveries and we were the last.

The food arrived cold, tough, and was not edible as it seems to have been sitting out for 1-hour 20 minutes. Luckily, we had already made dinner and eaten by that point. We tried to leave feedback through the Domino's website, but it said we cannot leave feedback until the order has been delivered, as 45 minutes after delivery the Tracker still says "Quality Check."

They charged a $4.99 delivery fee for...

I have been ordering from this Dominos for over four years now because it is close and convenient. I have given them my business for quite a while now and their service and product has consistently declined. Most recently, I attempted to place an online order after getting off of work. After about 10 minutes, I attempted to access the tracker to see the progress only to see a blank tracker on the page. Wondering if it was a possible glitch, I called the store. Someone answered the phone and when I asked if the pizzas were, in fact being made, he lied saying that they called me, but I didn't answer so they cancelled the order. This is literally impossible as I had my phone on me the entire time. However, the real issue here is the way in which I was spoken to by the employee. When I asked if the pizzas were being made he said "No, we tried to call you but you didn't answer so we cancelled the order." and then immediately hung up on me. There was no confirming of my number, address or even asking which order was mine. This leaves me to believe that I was not the only person the staff did this to. Also, this is not the first time this has happened with this Dominos location. It's their go-to excuse so they can simply not have to do the work when they don't feel like it. Truly horrible customer service. I will not be ordering from Dominos...

UPDATE: The tracker now at 8:41pm says it was delivered however there is no pizza outside and no one rang the doorbell. I tried once again to use to the "Deliver Issue" button but it still gives me the same message "We can't do that yet since it hasn't left the store" and I am still on hold...going on 40 minutes now.

I order two medium pizzas on a Monday night around 7:19 P.M. and it stated that it would take only 20-30 minutes. It is now 8:30 P.M. and the tracker still has not yet updated from the Prep stage. I tried calling the store number to see if maybe there was a glitch and maybe the order didn't go through. I've been on hold for almost 45 minutes now and still no one has answered the phone. There is no way to cancel the order or even use the "Delivery Issue" button because the order has to have been delivered first. Pretty sure if I can't even get a hold of anyone now, I don't know if I will be able to get my money back which feels a bit shady. The whole point of getting pizza is because it's fast and easy, especially on a Monday night when there are no major sporting events happening. I wouldn't order from here...