Domino's Pizza — Restaurant in Charlotte

I have resent email as requested-

I sent this email on March 24 2021. As of today's date, April 5th I have not received a response nor have I received a refund. I will not be returning to this location.

Greetings Mr Patterson,

I was about to put a review online, when I saw a response that you provided to another customer. It seemed like you really care and so I am reaching out to you.

Last Sunday evening I ordered from the store located on Freedom drive. Not only did it take an hour and a half to arrive (the app stated 33min), but when it did, all of the items were cold. I was given the wrong pizza (which was overcooked), bone- in wings when I ordered boneless and the molten cake fillings were all on the bottom of the cardboard box. I tried to contact the store, but no one picked up the phone.

I contacted the location by phone the next evening. The CSR that answered the phone was extremely rude. I asked to speak to the manager, his response was "what do you want to speak to the manager about"? I responded "that is between me and the manager". I suppose he was training someone because I heard him say " when you get calls like this that ask for the manager, you don't have to get the manager, you can just get anyone to speak to them". He then came back on the phone, and again I asked to speak to the manager. He put me on hold and someone else picked up the phone and I was promptly disconnected.

I then got in my car and drove to the store. I asked again to speak to the manager. Taylor came out and I relayed to her everything that I have stated in this email. She took a copy of the order I am forwarding to you with her phone. She also took a picture of my PayPal receipt. She apologized and said that she was texting the GM and the CSR would be dealt with. She also stated that my order would be refunded and took my number in case the GM wanted to speak to me.

Sir, that was two days ago and I have heard nothing in the way of feedback, nor has my order been refunded. I don't know if the person I spoke to was really the manager. At this point I don't know what to think.

As I said earlier, I am writing to you, because it seems as if you might care about a situation like this being taken care of.

Thank you for your...

If I could rate this experience at a zero I would . I often frequent this location and I’ve never had any issues before. I always order food for myself , husband and my five year old and we always make sure to get one extra pizza for lunch for work and school the next day we ordered two medium barbecue pizzas, and one medium pepperoni no issues with the first two pizzas we ate for dinner but when I open the second barbecue pizza for lunch the following day there was no barbecue on it. Can someone tell me what’s the point of getting a chicken barbecue pizza when it has no barbecue, furthermore, I called the store location after waiting on the phone for 10 minutes and when an employee finally answered she told me that they do not apply credits or fix orders if it’s the complaint is not made on the same of course I asked to speak to the manager and the stores manager. Mallory then told me the same thing when I asked her any questions, she said I deeply before answering as if my concern had no merit, or I had no right to feel frustrated that my pizza I was not made the right way. With issues such as this, the pizza is supposed to go through a quality check prior to being sent out. I had no thought to check it since my husband picked it up and we’ve never had any issues with them before I hate to see it, as it will be a great inconvenience to myself in the future, but we will no longer order from that location, and for good reason. I really hope that he can give Mallory some customer service training I understand policy is policy however, you don’t try to make the customer feel better about the situation by acting as if they’re feelings are unjustified, and the added rudeness just made the situation 10...

Absolutely APPALING service. Only giving 1 star because I have to. We were stranded with a baby in Charlotte when weather delayed our first flight. This was food meant to feed my toddler. But I made the mistake of calling to inquire why my food hadnt even headed my way and had been out of the oven for an hour and they decided to retaliate against me by not delivering our food. We kept our 16 month old awake as long as possible before putting him to bed on an empty stomach. By the time we realized we werent getting our food, it was too late to order anything else. This is not just bad customer service, this is disrespectful and shows how little the employees at this location care. I wasn't bothered by the wait, but the employees... fire them immediately. Hands down the most unprofessional dominos in the country. I have never in my life had an experience this terrible.

Update: After several attempts to call and get a refund, the closed. After closing, they FINALLY delivered us our cold food. Not hot, not warm, not luke warm but ice cold pizza. Food that based on the wonderful tracker provided, was finished baking two hours prior to delivery. Three hours after ordering when the app originally gave us a time frame of 54-64 minutes, which was changed in my email to 69-79 minutes. Not only did Daniel not apologize when he delivered our pizza but he couldn't even be bothered to say hello. Just more mind blowing...