Domino's Pizza — Restaurant in Charlotte

I love Domino's pizza because I love a good thin-crust Hawaiian pizza. However, the last 2 times I ordered my pizza from this Domino's, I have been disappointed. The first time, it was a weekend (I think a Friday) so I wasn't surprised service was slow (apparently, my pizza had been made wrong the first time, but a phone call to let me know would have been nice). Last night, a Thursday night, is the reason for this one star review. Let me start off by saying, I am in the restaurant industry and have been for a good while, so I know that crap happens, but I also know that customer service is key. Here is a timeline: At 5:45pm I placed my order, and set the order time to be at 7pm-- I would get my pizza closer to 8.

At about 7:30 I checked the tracker online and it said my order was quality checked at 6:40, so I thought maybe I misunderstood, and it would be out for delivery at 7. The tracker did not show it was out for delivery, so I assumed the order was either made wrong again, or they realized the time was wrong and would hopefully be making a fresh pizza.

At 8pm, I called Domino's and asked for a status check and the young man said it wasn't out for delivery just yet. my thoughts: "Crap, well ok, it was most likely remade".

At 8:15, I checked and the tracker said "Delivered". Great! I'll get my pizza soon.-- even though Domino's is only about 10 min from my house, I expected other deliveries needed to be made.

At about 8:45 I called Domino's and hung up after being on hold for several minutes. at 9 pm I called back and asked to speak to a manager because I STILL had not received my 1, medium, thin crust pizza. The manager asked me to hold after I told him I hadn't even received a call (like I usually do) when the driver arrived downstairs--so I knew it wasn't "out to be delivered, and came back". He came back to tell me the order WAS NEVER MADE. Really?? He then proceeded to ask me if I still wanted it, and that it would be about 45 minutes. I said "Well y'all already charged my card for $18, of course I want it. I. am. Starving". Now even though I wanted it either comped, or a free dessert or anything to show good customer service, a respect for a very, very, very patient customer, and maybe even a little remorse, I held back on asking. I wanted to see if he would take initiative. He did not. Instead he asked me for my order and said he would expedite it, and it would be ready in 20 minutes.

At 9:45 I received the driver's call and I told her I would be right down. I went downstairs and she wasn't at or around her car. I went back upstairs thinking maybe someone let her in so she tried to find the apartment. After some wandering around and 3 unanswered phone calls later, a neighbor said she had gone to the lobby and then went back outside. I finally found her, took my pizza, and went back to my apartment.

As I told the manager on the phone, I understand things happen and computers mess up and things go wrong. I also understand that because I was a little too nice, I could have resolved the situation sooner. However, that is no excuse for the poor customer service and the obvious lack of structure and protocol. Domino's: I don't know if your computer tracking system is automated for our sheer enjoyment, but if it is, cut the crap. I check that system assuming at each checkpoint, a team member is actually pressing a button on a progress report. If you want me to call every 10 minutes, I can do that. Trust me. I rarely order pizza, so when I do and it gets messed up this badly, I remember. So I am not saying I will never order from you again, instead, I will make a point to order from you. And every time that online tracker shows progress, I will call and check, just to be sure. If that doesn't keep you on your toes, nothing...

Hands down the worst Dominos around. I really don’t even know where to start with my review. A few weeks ago I got online to order pizza which stated the delivery time was only 35 minutes. After over two hours of waiting I noticed in the app it was on the way so I stood outside waiting. (I live in a house) As I’m waiting I watched the driver drive into the apartment complex spend over 15 minutes in the apartments and then drive out. I tried to flag down the driver but he didn’t stop. I called the store for over 20 minutes and no one answered so I decided to drive to the store which is 2 miles away. Keep in mind it’s been almost 3 hours at this point. When I get to the store there is Vulgar rap music blaring in the store, the staff are rude, guys where there pants around the butt of their asses, the phones ringing non stop and no one is answering it. I then waited an additional 14 minutes to speak to a manager. She was somewhat nice but rude at the same time, she rolled her eyes had an attitude and seemed overwhelmed at how poorly she runs that store. She canceled my ordered and had them make it for free, so I wanted. Guess how long it took to make two pizzas??? Another 40 minutes at this point we are pushing four hours. Like you can’t be serious how poorly this place is ran and how careless all the employees are. I also found out the employee delivered to the wrong address, crazy considering a home address and a apartment address is clearly different.

Let’s fast forward to two days ago (Monday). I figured I would order pizza again and give them another chance. I placed my order online two large pizzas and bread sticks app states 28 minutes for delivery so I wait. 2 hours 15 minutes later the app states it’s still in prep so I called domino’s it took me over 23 minutes to get them on the phone. I asked to speak to a manager, not sure his name but he was a male, this guy was a joke of manager, was rude, short and had no customer service skills. I explained the issue and he told me I could come up there and see the issue and I’m welcome too. I was respectful and professional and the manager hung up on me. This Dominos is garbage, poorly ran and the staff are unprofessional. This location should be removed from the franchisee and Dominos shouldn’t allow them to operate. This has been going on at this location for years and nothing is done about it. Not only is there all these issues but the quality of the food is horrible they don’t even know how to cut a pizza, literally a few months again the slices were about one inch wide and the others were huge. I called toppers after the last issue and it was delivered 30 minutes later. Stir clear of this location as I will. I will never patronize Dominos ever ago.

Before you respond to this review with some bogus excuse about the hurricane affecting this and that. The issues here have been going on for years. It’s the attitudes, work drive and laziness of your employees and there’s absolutely no excuse for it. I will also be reaching out to corporate and the higher ups if possible. This location needs an overhaul and an attitude adjustment for the employees. There’s no excuse for for vulgar rap music to be blaring in the building either. Something as simple as that you can’t even control how will you ever control food quality and...

I was in town for work and staying at a hotel nearby.

I felt like having an evening in, so I looked for delivery options for dinner. Despite all the new delivery services, I feel like places who have doing delivery for a long time like Domino's are usually a safe bet when it comes to quality control as well as promptness. You pretty much know what you're going to get and they're relatively quick.

I will say that the cheesy bread wasn't quite as amazing as it usually is from other Domino's locations around the country. It was slightky overcooked and kind of dry. I know that sounds picky, but I travel a LOT so I have a ton of places to compare it to.

The salads are prepackaged so that was great; nice and fresh. The driver kept the hot and cold items separated nicely. He also brought a fork which is great since I'm in a hotel. I would've loved a couple of napkins as I don't have access to those while in a hotel, but maybe it's not Domino's policy to provide napkins? Maybe there's a place I can order them. IDK. I ended up using kleenex from the hotel.

The only legit "wrong" item was a regular coke instead of a cherry coke. Not really a huge deal for me personally, but it happened so I'm mentioning it.

The driver was very polite and professional. I appreciate that. I really hate places that have sketchy looking delivery people. It makes me feel uncomfortable to open my hotel room door for them. This guy was exactly the kind of guy I want to see when I look out of that peep hole. Clean, professional looking, and with a smile.

Overall, I give it a 4 out of 5 star only because there were a couple small issues and this is certainly not the best Domino's I've ordered from.

Would I order again when I'm in town? Eh...maybe. It's certainly not on my list of places I'll never...