Domino's Pizza — Restaurant in Charlotte

I have never posted a negative review as I believe that most individuals do not take the time to post positive experiences, however, this evening I was truly let down by this establishment. I ordered online as I always do. When the tracker no longer provided an update I called to inquire the status of my order which was placed at 10:47pm as it was approaching midnight (11:57pm). I had been waiting for a small order this time - a large 2 topping pizza and cheese bread (I usually order 4 large pizzas minimum). The “gentleman” by the name of Javon asked for my address and when he pulled up the order, he stated that he had called my number to advise that there would be an hour and a half wait and that the man who picked up my phone stated that he did not wish to wait that long and cancelled my order. I was disturbed as the number that he read aloud to me which has not been updated by me online was disconnected 2 days prior, and if anyone calls that number, there is a Verizon recording. I was also quite intrigued as I am a divorced mom and even if that particular phone number was in service, there is NO WAY that a man picked up the phone. When I explained that to him, he repeated his tale, so I inquired to speak with a manger. I expressed that I manage client service representatives for a firm and understand that things happen, but that there is no way that he could have spoken with anyone from that disconnected number. I offered to use another phone and call the number to place it on speaker for him so that he could hear the Verizon recording. He stated that he was the manager, so I inquired who HIS manager was. He stated “Chloe”. He then said “there’s nothing that I can do and hung up on me. I called back and received a recording stating that Dominos was closed. I pray that the call was recorded as I could understand that if I was some irate or abusive individual that he would have every right to disconnect the call in my opinion, but I was not nasty to him by any means. This experience left such a bad taste in my mouth, and whenever I have a taste for Domino’s in the near future, I’ll head over to Enrico’s or order elsewhere. Javon, you lied, and you dropped the ball...😔

Update...My recorded call was reviewed and Ryan emailed me. Chloe, the General Manager who has just been transferred to this Dominos location reached out to me the same day. She attempted to call the number and confirmed the Verizon recording. She was extremely empathetic, promised that this will NEVER happen again to any of her customers, and sent me food on the house even though I advised her that I was not seeking a free meal as I am aware that many individuals take advantage of situations to “get over” on corporations. Her desire to make things better as well as her promise to speak with the Manager once he clocked in made me feel better. This was the first experience where I literally teared up due to poor customer service, but she made it better. She also provided a $30 additional credit to maintain business with them going forward. Chloe went above and beyond, and I didn’t expect any of that. Thanks Ryan and Chloe for using my comment as an opportunity...

Updated: Although there has still been inconsistency in how my food is prepared, I recognize the shift in customer service. Taylor does her best to be personable with those who frequent this location often, and I’ve witnessed Alexander extend solid customer service. While there was a lot that contributed to my original review, I wanted to acknowledge the additional staff who do show up with the intention to provide decent service. ———— This has been a long time coming. I order from this location due to convenience, and each time, I know that my order will likely be made without intention unless Ryan is on schedule. Everyone else typically ignores the modification and/or special instruction that I always enter. Light sauce and light cheese merely means not to use the fountain pour of sauce and cheese as usual, and instead use a lighter hand when EVENLY distributing the sauce and cheese on my pizza. Still each time I can guarantee that the modification and/or special instruction will be ignored and I will receive either a pizza overloaded with both or all sauce and little cheese. I don’t think it’s hard to treat people’s food with intention. The individuals on staff are paid to provide a service that feeds people, and that shouldn’t be taken lightly. And the few times I’ve advocated for my food to be made correctly I’ve been given an attitude by two specific individuals. Once even being gaslit when I pointed out that toppings I hadn’t order were included on my pie as if food allergies don’t exist. My last pie also looked as though it was cut into slices by a blindfolded toddler.

Please, do better.

P.s. It’s also clear whomever is replying to these reviews has been using a generated response, and with what looks like fake information. It really isn’t all on the hourly employees when the owners don’t seem to value the concerns of their consumers. The team on hand may simply be mirroring the same attitude...

This has been the worse service I've ever experienced. If I could put NO star I would. First time I had called, I was placed on hold for 4 minutes. I hung up and called back, spoke with a rep and told him what I wanted for DELIVERY. After hanging up, I called back because i wanted to pay via credit card & to confirm they had my address since it wasn't done previously. After 1 hour 10 minutes I called again to check the status of my order. I was told it's on the rack and it'll be going out next. Less than 5 minutes Dominoes called me to say that my order was rung up incorrectly as carry out and I owe an additional charge for delivery. Are they serious, after I've waited over an hour for my order. So I wanted to cancel my order and asked to speak with a manager. The manager (Jeff) wouldn't get on the phone & told the young lady to tell me to allow 3-5 business days to get my refund. As a manager, it doesn't matter how busy you claim to be, you're to make sure that customer is taken care of, apologize for the inconvenience and do whatever you can to keep a customer. I had bypassed Papa Johns to order Dominoes and will NEVER do that again. The cost is nice but the customer service is far the worse. I'll much rather pay more in order to get the best service. Trust I will communicate this to all that I know that order from this location.

From a disappointed hungry...