Domino's Pizza — Restaurant in Columbus

First, my family has lived 3 blocks from this store, since 1958. Not sure when this store was built, but we've ordered from this store, for at least 20 years. We've had great service, and food, 99% of the time. This has always been my 'go-to' place, because of the quality and service. But, recently----about the last 3 or 4 months, something has changed. I've placed two orders online, and paid with my debit card. When the driver arrived, they wanted cash. The first driver called the store, talked to the manager, and corrected the mistake. No problem. But, the second driver got a bit rude when I told him I paid online. He took the food back to his car, told me I'd have to get this worked out with the store, and left. He made NO attempt to resolve anything. So, I called the store, and talked with the manager. She was very nice, and told me that their online ordering system was having problems. When i told her that it had been over an hour and twenty minutes since I'd ordered, and the driver left with the food, it's just going to be cold by the time he gets back from other deliveries, so just cancel the order. She then told me that she'd credit my debit card, and the order was at no charge. The driver returned with the order, after about 20 minutes. Fair deal. Then, tonight, I decided to order online, and do it as a Carry Out. I watched the Pizza Tracker, and headed to the store, when the Tracker showed that my order was ready. Keep in mind, I live 3 blocks from this store. I order from this store, 2 or 3 times a month. And, have ordered from them for at least 20 years. So, i get to the store. The lady at the register asked my name, and typed it into the register screen. Then says,"I don't have that name, or an order for you". Another employee tells her, "Type in his phone number". So, she does that, and just shakes her head. "Nothing in here under that name, or number". I told her how long I'd dealt with this store, and that the Pizza Tracker JUST told me that my order was ready, less than 5 minutes ago. A young man came forward, and told her to check the completed orders on the rack. He then went to the rack, and said, "Here. It's right here", and handed it to her. She gave me my order, and apologized. But, they all went back to what they were doing, and no one ever told me what the problem was. Guess I'll find out what the next surprise is, the next time I order. By the way, the food was great, as usual, and the order was 100% correct. As I said, I've had NO issues with this store for YEARS. I've even bragged to friends, and guests, about this store, the food, and the service. Recently, something has just been out of the norm for this store. Or, at least, with my last 3 or 4 orders. I hope it gets sorted out, and back to the store I'm used to. I've just been leery of ordering lately. Especially when I've had guests over. This store is typically, and consistently, a 5-Star store. It's just that these last few orders have been a problem. This incident tonight, when, after all these years, countless orders, and the mix-up about not having an order, or having my information or phone number in their system, as if I'd never been there, just rubbed me the wrong way. Again, I hope this gets straightened out, and this store can get back to the quality, and service, that I've always...

1/05/25 update I was just reminded by dominoes via their reply (just replied today) to update this review. Service unfortunately went back to being very poor a few months after my 9/22/21 review. I have not returned to this location as their service was so poor the cheap pizza was no longer worth the frustration. If you're looking for pizza in this area, just skip this Dominos. Thanks Dominoes for reminding me to update this nearly 4 years after I posted the review!

09/22/21 update Service has continued to be consistently solid. In my experiences, they seem to have worked through many of the issues they had since my prior reviews. 3/26/2021 update I'm happy to report that service speed and accuracy have improved. While there still occasional days that are really slow the service has gotten much better.** Domino's in general is great for the price! That having been said this location is bad and should feel bad. I'm not sure what's happened, 1 year ago I rated this location 4 stars. As of today (12/6/2018) I'm correcting to 2. The pizza quality (when it's made correctly) isn't the problem. The problem is the 3 ring circus happening behind the counter. The last few times I've ordered it's taken them much longer than their app has suggested. The last time I was there an upset customer was offered to cancel the order as they had already waited 1.5 hours for a pickup and were told after they arrived it would be another half hour. The customer cancelled and left. The employee then (after the customer closed the door) said under his breath that the customer would have to sign the record to cancel. No attempt to tell the customer this when they were there was made (there was time) this is not how you manage a business. I hope they sort things out with management and the employees. Until then I'd go...

Placed an online order for delivery at 5:34pm. Email says 27-37 minutes for delivery. Tracker said it left the store at 5:55pm. When the tracker showed that the driver had not moved in 20 minutes and the eta kept getting later, I called the store - around 6:25. I told them that my food left their store 30 minutes ago and their app showed the driver hadn't moved. "I don't know how to help you with that" was the reply TWICE. I asked for a manager. Again complained that my food had left the store 30 minutes ago and the eta kept getting later. Was told they had a lot of deliveries and they were doing the best they could. Complained that my food would be cold - was told it was in a hot bag. I was then told that they offer carryout. I said great - cancel this order, remake it and I will come pick it up since that would be quicker. She talked to someone in the background (so I guess she wasn't the manager). I was told they couldn't cancel the order until it was returned to the store. Finally got our delivery at 6:50. And yes, after sitting in a car for 55 minutes, the pizza was cold. Told both people I spoke to that they were losing a customer (of many years!)....they didn't seem too upset about it....