Domino's Pizza — Restaurant in Detroit

tl;dr: own up to your mistakes and find a solution that works for you and your customer by listening. GM is a petty child 🤷🏼‍♀️

Came in to get a medium/large size party order, was handed half of my order and half of someone else’s. Briefly left the store, inspected the tags, and came back to get it fixed—was handed two boxes with my tags on them after another 5~10 minutes. Got home 20 minutes later and saw one of those new boxes labeled cheese had a meat pizza inside, which was unfortunate given I had ordered it as a meat-free option for the meat-free people.

I called to see if I could get this fixed, either deliver the correct item or refund me for the item (I live slightly outside the delivery area); the GM apparently couldn’t believe that they’d gotten my order wrong and told me I could only get a refund if I text a picture to a personal iMessage to show that it was actually wrong and prove that I hadn’t “eaten 60% of it like most people.” I did so while on the phone call, but protested—things like “please consider how this looks on my end: you gave me the wrong order once already today and now are essentially accusing me of trying to scam you.” “I’ve done it, but this is a stupid policy.” Also, though I didn’t say as much, that’s just super unprofessional: at best it’s obviously not standard protocol for these franchises; at worst, it’s an illegal breach of customer privacy by saving private customer contact information to a personal device. That information is secured on a central database and not in your personal phone book for a reason.

When offered a store credit instead—apparently unaware I had already sent the pictures of the untouched pizza to the number; she wasn’t really listening to what I was saying—I responded that I wasn’t ordering from their location again, and the GM hung up on me. I called back, as my refund had not been resolved, and was told that now the picture wouldn’t be enough, and I’d have to come out and deliver the wrong order to them if I wanted a refund. Very snappy, very straightforward, and very happy to hear me say “wow, ok. bye.”

This was all over a $7 pizza. What should’ve been a quick fix to a mistake was snowballed into something silly and contentious because someone in charge decided that the adrenaline rush from telling someone “no” was more important than listening and owning up to their mistakes. This manager decided that not refunding a $7 pizza was worth insulting a customer who wasn’t given what they purchased, hanging up on them, generally wasting their time and damaging the customer relationship, and driving them to write a novel-length rant on Google Reviews.

About a half hour later the GM made one of her subordinates call me to tell me they received my photos and that I could get a refund without bringing the pizza with me if I came to the store to run my card (because a sudden policy change is a petty response to being told you’re providing bad customer service), but at that point I didn’t want anything more to do with this store, nor did I think getting $7 credited to my card would be worth leaving the party I was hosting for 30+ minutes.

I’m impressed by this franchise location only via disbelief that someone who’s so poor at communicating and has such a low bar for dropping a conversation was promoted to be the person who deals with...

Love this Domino's this location is awesome! :)

Update: 03/2020 One of their staff members Zanessa is unbelievably rude and very unprofessional it's unreal. I don't even like leaving these kind of reviews, but man i have to lower it from a 5 to 2, because of this recent experience.

Here's what happened....

I've ordered here for years, and this is the first time I received a Pan Pizza that was under cooked... which isn't a big deal, as things happen, so I can understand that.

However, I called in to this location to let them know that the pizza was under cooked, in hopes of getting a store credit, or perhaps another pizza delivered, and i was treated rudely by one of their staff.

When I called in, I was immediately put on hold for about 10 minutes, as there was four other callers in front of me. The staff member finally attended the call, and i begin to tell her that my pizza was under cooked, and she pretty much took over the conversation, asking me if I ate any of the pizza (In which i told her, that 3 slices was eaten, 2 from someone else, and a bite of 1 slice from myself) in which she then told me that there was nothing that they could do since were eaten. I didn't believe her, so I asked to speak with a Owner or Manager and she then begin to debate with me about this subject, and put me on hold for another 5 minutes as she begin to let the manager know that I wanted to speak with them.

After a few minutes of being on hold, I called back, and she answered the phone again, and this time, her level of rudeness was just unacceptable and very unprofessional. She pretty much hung the phone up on me, after I told her that I just wanted a refund, as initially i would have taken a new pizza or even a store credit.

She debated with me about it not being U.S law for restaurants to refund a customer that wasn't satisfied, even if the customer had eaten some of the food. This is just the law, yet she tried to tell me that i was incorrect.

Also, domino's has a refund policy.

I mean, not big deal, it's fine, but this women needs to learn how to be professional, and not debate with customers, especially about stuff that you can do a Google search to validate. I wasn't even confrontational on the top of that, so her debating me was completely unnecessary.

Anyhow, i probably will not order for this location again, unless i'm able to speak with the owner (as I've been a customer here for years - even prior to the...

Horrible customer service! Placed an online order with them using an online coupon being advertised on their site. I only submitted an order with them because of the deal being offered when using the coupon. Nonetheless, when the delivery driver arrives to my home all he has is the pizza and not the Bread and cinnasticks being offered with the coupon promo. Thus, after talking with the driver about my order not being correct, I was instructed to call in because as he put it "the online orders be messing up orders sometimes". Therefore, I called to inquire about the mixup and was rudely told that I got what I order. After explaining to the employee at the store that I indeed selected the coupon as this was not my first time ordering online from them. I was then told "well it didn't come through so that's all I got". I then asked if maybe it was a glitch with they're online system that kicked the coupon off and received a quick response of "we don't control the Internet or what comes through"! At this point I informed the employee that this isn't what I ordered nor intended to pay for and therefore I would be disputing this charge with my card company. The employee then responded that they would just come back and pick up their pizza, which was fine by me! Also, after ending the original call, I received a call back from the employee about 3-4 minutes later inquiring as to if the driver had arrived to pick up the pizza yet and to inform me that they will not accept credit card payments from me in the future. Nonetheless this was also fine by me as I don't intend to ever order from Dominos again as there are way too many other quality pizza places around to put up with rude employees and their attitude for a mistake or glitch in...