Domino's Pizza — Restaurant in City of Mount Vernon

I would have given this franchise zero stars if given the opportunity. This afternoon (3/27/18, on my day off, I placed an online order for delivery. When my order was ready, Rogelio (Delivery person) called me to inform me that he will be delivering my order to me in about 10 minutes and that I would need to come outside to retrieve my order. When I asked him why would I have to come outside to get my order when, in the past (last order from this store was placed about 2 weeks ago) the driver delivered to my door, he said "BECAUSE IT'S THE PROJECTS...I DO NOT DELIVER IN THE PROJECTS AND i HAVE OTHER DELIVERIES. IF IT WAS A HOUSE YES I COME TO THE DOOR, BUT NOT THE PROJECTS. YOU HAVE TO COME DOWNSTAIRS." Excuse me?!

I then explained to him that my building is NOT "the Projects", it is a privately owned building and even if it was "The Projects" why would that matter? If I am paying a fee for delivery service (because they do charge a delivery fee when you place your order online) then I expect to receive that service. Once I received my order, I called the store and spoke with the Manager who told me that her name was Fernanda (maybe that is her correct name, maybe not) and I informed her of what her Delivery person said to about delivering to my residence and her tone was so nonchalant.

I will NOT be ordering from this store location again. They are slow with their deliveries (my last order took 2 hours to arrive and of course our pizza was cold) and have unprofessional Staff. This franchise should take a few courses in customer service. If I am paying you with my hard-earned money to provide goods and services, then you should provide that service to which you are being paid. If this store or their drivers have an issue with providing delivery service into residential buildings (whether they are privately owned of public housing) then they should inform their Customers at the time in which the order is being placed via telephone or have a disclaimer online. This way, the Consumer can decide as to whether they want to continue ordering from this location or choose another location that will provide full...

Ordered for dinner tonight. Delivery guy, Syed (name per App tracker) called that he was in the building. Access provided to get in the building. Syed said he doesn’t want to go up and wanted me to come down and meet him. Syed was told no one is home yet that’s why with the order “leave by my door”. Reiterated to him that there’s elevator and he doesn’t have to use stairs. He insisted that he’s not going up and will leave the pizza on the floor by the building entrance otherwise cancel the order. Even with us very hungry looking forward to Dominos pizza from long day of work I agreed with order cancellation than have our food on the floor by building entrance. So we placed order somewhere else instead. As soon as I got home I checked Dominos App and that said order was marked completed. Immediately called Dominos Gramatan, Mt Vernon branch. Spoke to 4 people with 3 (1 lady and 2 men) of them hung up the phone. Each has own lies (likely what Syed told them) why I can’t be refunded. From allegedly I didn’t answer phone calls, poor weather conditions, etc. Two of them said they’ll re-deliver. As much as Domino’s was my family’s preference I ordered somewhere else already and don’t need the three (3) pies that was initially ordered with them. They were insisting that I will not get refunded as they cooked the food and attempted to deliver. As I was not agreeable of the no refund, they hang up on me. My 4th phone call, I spoke to manager. Initially, insisted with no refund but re-deliver instead. But again, I ordered food somewhere else. Please stay away from this branch. Syed is a scam. Marking order as completed meantime, it was not delivered but cancelled per him. Bunch of liars, hanging up the phone calls… Problem I encountered started with Syed. Yes, Syed. I ordered with them few times before and everyone brought the pizza by my door. All deliveries not just Dominos were dropped off by my door. Syed was just so special! If your DELIVERY DRIVER doesn’t want to deliver then better for you NOT TO OFFER...

I ordered 20 medium pizzas from Domino's on Gramatan Avenue for our church, preordering the day before using my card. The pizzas were delivered around 11 a.m. the next day, earlier than expected, which I appreciated. I tipped the driver at delivery.

However, around 5 p.m., during the dismissal of our Vacation Bible School camp, I received numerous calls from Domino's stating that my payment was declined. This escalated when several employees showed up at the church, along with three additional Domino's cars, demanding to see me and insisting on payment. The issue stemmed from a simple human error: the CVV was entered incorrectly when I read the card number to them, causing my bank to flag the transactions as potential fraud. This was a $160 transaction, a small amount that would have gone through if the CVV had been entered correctly in the first place. It is incredibly sad that a billion-dollar company would create such a stressful situation over such a minor error. I rectified the situation promptly, but not before the employees involved also called the police.

Their behavior was aggressive and unprofessional. They forced their way into our building after being asked multiple times to wait outside. Our children, staff, and volunteers were concerned for their safety as a result of this unnecessary confrontation. Additionally, during one of the calls, a Domino's employee asked me how much money I had in my account, which was deeply disrespectful and uncalled for.

Because of this experience, I would never order from this location again. Their handling of the situation was completely unacceptable and caused serious concern for the safety of our...