Domino's Pizza — Restaurant in Council Bluffs

Honestly the worst experience I’ve had at a restaurant. Me and my family placed an order for delivery about 2 hours before close and it cost about $60 and a more than 20% tip. Everything seemed well at first until our order that was supposed to arrive at 9:10 had still been in the ‘quality check’ stage on the dominos tracker at about 9:40. My family and I tried to call the store, and were immediately placed on hold. We were left on hold until a worker hung up the phone. When we tried to call back again we were hung up on without the hold and this continued numerous times until we decided to drive to the store to see what was going on. When we arrived at the store we were not greeted by any of the 10 employees who were present. All of the workers were talking amongst each other and the phone by the cashier station was left off the hook. When the employee who was working at the cashier finally acknowledged us we explained the situation we were in and asked if our pizza was ready. The cashier at the front said “I haven’t known what was going on since 8”. When given this response we explained that we would like our pizza, and to have the delivery and tip refunded due to us driving to the store. The cashier who said the previous comment was overstepped by another employee who seemed to be the most professional of them all. He explained that they had new people working and they had a large number of orders come in “about 35 minutes ago”. According to this statement they had gotten busy an hour after we ordered our pizza. We explained that we had placed the order an hour and a half ago so the order should have already been made and delivered in the time frame they gave. When told this the second employee who assisted us restated he understood and apologized for the inconvenience. My mother then inquired about why we were hung up on numerous times instead of simply being told we were on hold or anything other than being hung up on, and as to why their phone was left off the hook when there was an employee at the cashier station with the phone. My mother was then met with a very rude older female employee who stated “the phone isn’t off the hook there is someone on hold!”. My mother then explained how when we were ‘left on hold’ we heard the phone be picked up and hung up on. To this the female employee sarcastically replied ’ well I’m sorry about that’. She then turned back around to her station and loudly muttered “Fcking Btch”. conversation with the young man who was trying to locate our order. We were met with many different excuses as to why our order was not delivered and why they couldn’t locate it. Unfortunately we did not know that while he was talking to us about the stores current situation he was also canceling our whole order instead of just refunding the tip and delivery fee as we asked. We then asked if our food was being made and were told he had cancelled the order and we would not be receiving any food and that is all they could do. By this time it was already past 10 and places if not closed so our family was left with gas...

I received my food, the pizza was doughy and not completely cooked. I called the store and I spoke with a Nicole who was extremely rude and ended up hanging up on me. During my conversation with Nicole she asked what kind of pizza, I told her a cheese pan pizza and she said (and I quote) "oh well the pan pizzas don't always get baked through completely." My response was to ask her why they would send out a pizza or offer it for sale that is not completely done. I told her I wanted my money back and she said she had to get permission from her GM - Joel. She said she had to call him for permission. She called me back about 2-3 minutes later & said unfortunately they can't refund my money but instead would need me to come to the store for a refund, accept a new pizza to be delivered (about a 30 minute wait), or take a credit. When she was offering these options she was rude and acted like it was an inconvenience. I asked for Joel's contact information and she goes "I can't give you his personal contact information" to which my reply was that's fine, when will he be back as I want to speak with him. She then told me that in order for her to believe the pizza wasn't cooked I needed to bring it in - which is across town for me. I explained to her that I wasn't going out of my way to bring it back so they can fix their mistake and she hung up.

I called back and spoke with Jessica who took my information for Joel to call me. Jessica then said Nicole hung up on me because I was "calling her names" and that if that was the case Nicole had the right to hang up. I work in Customer Service and put up with people calling and yelling so when I call about a problem I am very very calm. I explained this to Jessica and that all I want is for Joel to call me. At this point I was told by Jessica that Joel does not work again until Wednesday about 4pm and she'd ask him to give me a call at that time.

I don't appreciate being hung up on at all and don't appreciate the attitude that I received from Nicole. All I mentioned to Nicole was that I don't want excuses but that instead I wanted a resolution.

I will not order from Dominos again, which is sad because we order from them about once every two weeks or so. I will also encourage my family & friends to go else where for pizza as this attitude is nothing that I would wish for anyone. I will say that my delivery driver Pamela was extremely nice and that Jessica was fairly nice once she got the full story and not the story that Nicole was already spreading in the minute it took me to call back after she hung up on me.

UPDATE: Received a phone call back saying they are refunding my money and that if I order from them in the future they ask that I “check the pizza” at the door to ensure it is correct. She was very fake sounding and then she kept insisting that it wasn't their fault. I still am waiting for a call back from either the GM or a DM. At this point I just think the attitude shown by this Nicole was absolutely ridiculous and still something I'd like to...

I was an employee here for 2 weeks and I HIGHLY recommend everyone stay clear from here. Whether it's employment or to eat definitely not worth it. On my first day it was great besides not getting real training and the lady just doing everything then came day 2 I was asked how to do a customer credit which I did with no issues. The lady left and started making pizzas. I was just standing there for 15 minutes before the phone rang and with little to pretty much no knowledge of doing things I looked around and seen if they wanted me to answer it and the lady that was training me just looked at me as well as the GM so I asked do you want me to answer it and they still just looked at me. So I answered it bc why not and boom instantly I don't know what I'm doing. I turn around and ask the GM for help bc the lady was doing something and he turned his back to me grabbed a pizza that just came out the oven and stated " You're gonna have to ask someone else" so only other person there was the lady so I asked her and got instant attitude. I really needed the job so I stuck it out. After working 4 days my first week then 3 days the second I noticed I didn't get my schedule so I called the store and was told to call the GM bc he wasn't at the store. So I called and left an email and got no response. So I called the store again and talked to the manager that hired me and he said I wasn't schedule at all for a whole week. I called the store today because it should be the start of new schedule week and the manager that hired me said " that's a lack of communication on our end. It's not gonna work out." So after a week of no communication from the GM or any information from the store I was let go. We also have training videos we can watch at home and still get paid and I watched them the week I wasn't scheduled. So that was the employment part of it now for the food part. Over the two weeks I worked here I have witnessed multiple health violations. They have a thing called the pit which is a tray that catches everything that falls of the pizza when preparing it. Long story short everything that falls in the pit gets thrown back in with stuff in the prepping containers. So if you have allergies to pineapples don't eat here bc garentee your peperoni, ham, or beef has been in the pit next to the pineapple. Also you have employees that smoke either in the prepping area or in the doorway of the exit door. I never really made pizzas but I do know that you aren't supposed to do that. End of the day Thanks dominos for paying me but definitely worse job I ever worked...