Domino's Pizza — Restaurant in Cheney

I am someone who does NOT believe in the “customer is always right” saying. I have spent many years working customer service and have seen how terrible others treat customer service staff. But this experience my husband and I just had with the Cheney Dominos is one of the worst customer service experiences we have ever had as a customer. And Dominos was wrong for this one.

We used to love dominos here in Cheney, they were our go to pizza place. We have ordered from them many many times. We liked the pizza and never had any issues.

One Friday night we ordered a pizza, and when we opened it, it wasn’t our order at all. Mistakes happen, it was a busy Friday night, so we just decided we’d eat it anyway and we never called and told anyone about the mistake.

The very next time, we just ordered a medium pizza, we opened it, and that pizza was something out of a nightmare. It didn’t even look like a pizza. Honestly I’m not sure what happened, but it was destroyed. I was baffled it was ever even boxed. There was maybe 6 pieces of sausage thrown on top, that were completely uncut, they were huge. It looked like those jerky looking dog treats. The sauce to the pizza was stuck on the roof of the box and barely even made it onto the actual pizza. But the bottom line that really pushed us to give them a call and tell them of the mistake, was that the dough was entirely raw. The pizza was inedible.

We called and talked to a lady and told her what happened, we could tell she was very stressed and very busy. We totally understood that, it was again, another busy Friday night and it sounded like they were short staffed. We didn’t want to order another pizza that night and just decided we’d make something at home. She was kind and took my husbands name and number and told us we would have a free medium pizza the next time we ordered. We thanked her and trashed our Frankenstein pizza.

Now, this is why there is an issue now. My husband called dominos yesterday to order our free medium pizza. They claimed they had no record of this pizza for us and there was nothing they could do. My husband even talked to the manager and told them of the situation. Again, this manager denied our pizza. We were made to feel as if we were lying and trying to scam them just to get a SINGLE free MEDIUM pizza. It’s honestly ridiculous. This really stuck a nerve with us. We are very disappointed. I understand that there might be people who lie and try to get free food, but how often does that actually happen? Also my husband and I are essentially regulars of dominos. And I mean, come on, ONE MEDIUM pizza??? What a strange and oddly specific thing to try and steal. We had never had a single issue and honestly, it’s pretty hard for us to ever complain about any food anywhere. I get that they told us they had no record, and I believe them. But there was obviously a mistake made. It’s very possible the person we spoke to that night was so swamped they totally forgot to write it down. Not to mention, I don’t know their system. I don’t know how they keep this information, and if it truly was just written down on a piece of paper, that’s really not a good way to keep track of things like that. In hind sight, we should have taken the name of the person we spoke to. But this still is not our faults. After the many years of customer service I have worked myself, I honestly can’t believe they wouldn’t just make this simple thing right for their customers.

Dominos was truly wrong for this one. They didn’t take accountability, they blamed the customer, and ultimately, made the customer suffer for THEIR mistake. The issue was no where near solved and we are incredibly disappointed in the place that used to be our go to pizza here in Cheney. Very poor customer service. Shame.

Side note: after reading the other reviews here, it seems other people have had a very similar experience with being promised a free item for a mistake, to only then be denied when cashing it in. Wow Cheney Dominos. Just wow. Big...

Normally all is well but this is now the second time in a row this store has been on the disappointment side. The first time the order came over 30 mins late after it said it had left the store. Not to mention I'm only five mins away and tonight, someone called from domino's after the app said the guy was in the area. I pick up just to hear crackling sounds so I called back after the number hung up. No answer! Called the store just for a guy to tell me they have no way to contact the driver instead I had to wait for the driver to return. I told him the guy literally just called. We looked outside and he was no where even in front of the complex. It's really sad when you have a hungry family that has to wait on a meal to be delivered late just to have it sent to the store and then sent back out. The driver called back and apologized and said they never gave him an apartment number so I'm not even blaming the driver because whomever print the address should automatically confirm the apartment number is listed. I felt bad for the driver because it's an inconvenience for him to even have to drive around with inaccurate information. My account has all of my information and I've ordered from this store for several years now.

Update... My order finally arrived on the lukewarm side sadly but the kiddos were hungry so I kept it. Omg I opened the pasta just to see it full of mushrooms and barely any sauce. I bout cried. I did call the store and asked for the manager whom apologized and said he'd have a new one remade and sent out. Once again an inconvenience for the driver but I'm hungry and If I force myself to eat what's pictured, I'd probably be throwing up everywhere.

The fresh pasta arrived, and it looked too good to be true. I was kind of scared to eat it. I definitely said a prayer over it right before we dug in. It was really neat and full of sauce before I took the photo. Thank you for...

Tried to order food online. Started the order at around 11:10 am. Had nothing but issues with the website. Finally at around 11:30ish called the store. Tried to place my order over the phone after being informed that they have had multiple complaints about the website the last several days. Then was told that they could not redeem a point for a free pizza over the phone. That you can only redeem points on the website. How do you redeem points on a website that not working? I would however accumulate more points. 🤔 The point was that I was trying to redeem a point for a free pizza. The person on the phone then told me that it wouldn't have been free because I added extra toppings past the original 2. I was well aware of this. Then to top it off, the Manager said well you could try using the app instead. It may be less glitchy. Now almost an hour into trying to order food, I just said nevemind. Guess I won't be ordering Domino's today. In fact may not be ordering Domino's for a while. With prices continuing to go up and customer service like this.....Still nothing resolved as of 4/11/23.

UPDATE: I FORWARDED THIS REVIEW TO CORPORATE. IT'S NOT JUST THE CHENEY LOCATION. I'VE NOT HEARD ANYTHING BACK FROM DOMINO'S CORPORATE LET ALONE DOMINO'S CHENEY LOCATION. THIS IS SAD. I EVEN HAVE A CASE NUMBER. THE MANAGER FROM CHENEY NEVER RESPONDED EITHER....