Domino's Pizza — Restaurant in Dillon

My fiancé and I were passing through Colorado and stayed at a hotel near by. To add to a stressful day, I received TERRIBLE CUSTOMER SERVICE FROM DOMINOS TONIGHT. This was my first time ever receiving bad customer service. My home state is TX & they give GREAT customer service. Other states that I’ve stopped in I’ve received good customer service. I placed an order online at 9:50 p.m tonight. It showed that it was going through quality check at 10p.m. I continuously checked the website for updates. I’ve never encounter a problem like this before with dominos. Time proceeds to pass by. It’s now 11p.m(a hour later) and I decide to call. The man that answered the phone asked how could he help me. I told him that I placed an order for delivery at 9:50p.m and it was showing quality check at 10p.m. He proceeded to tell me that the delivery driver was about to walk out the door. I specifically asked him “IS MY FOOD GOING TO BE COLD”? He stated “NO ”. My phone conversation lasted two minutes. The drive from the hotel should take no more than 6 to 7 minutes tops, and that’s just being courteous. It took my delivery driver 10 minutes for him to get to me. Twice the given drive time on the map. I applaud the delivery driver and really appreciate him for at least apologizing about the wait. Kudos for that. I get my food and check it with my fiancé. Our food definitely isn’t fresh!!!! On top of this situation I’m pregnant and take food quality more serious at this time. My pizza was COLD!!! My fiancé sandwich WAS COLD/ROOM TEMPERATURE AND DRIED OUT. His pasta was warm enough to eat. EVERYTHING ELSE WENT IN THE TRASH!!! I made sure to take pictures for proof, when I post about this horrible experience everywhere possible on social media tomorrow. To make matters worse I proceeded to call the store after being upset about being lied to and unsatisfied. The LADY who answered the phone was RUDE AND REFUSED to give me her name. I had to call the store twice, because this individual wanted to give poor customer service and decided to hang up in my face after I asked to speak with a manager. She specially told me “THERE IS NO MANAGER RIGHT NOW” . Ummmm how don’t you have a manager on duty. When I asked for her name she refused and decided to hang up in my face. I quickly called back in shock & tried to hold my composure. She refused to give me her name and the manager name. She had the nerve to tell me I could call back in a hour and a half. That would be pointless because the store would be closed. She proceeded to ask me with an attitude on how she could help me, so at the point I just told her I was unsatisfied with my food and it was cold & I wanted to know what could be done about it. She then told me she didn’t know and she would have to wait on her manager. I told explained to her that I’m not from this town and I’m just passing through. I’ll be gone tomorrow, before the store is open. I asked for her name again and she stated that she couldn’t disclose that information until after she speaks with her manager, which is insane. If that’s the case, why isn’t that a policy and what’s the purpose of name tags. My whole reason for wanting to speak with a manager was to get a resolution. I’m disappointed in how Domino’s allows their employees to act. Especially, when there’s no supervision around. It speaks a lot about management. I told her that it was fine that she didn’t want to give me her name. I’ll be contacting corporate tomorrow and posting reviews. The best part about it, ITS A RECORDED CALL. I’ve been in the food industry for a few years and even management, that is not the proper way to handle an unsatisfied customer. Especially by hanging up in someone’s face when there wasn’t any derogatory language or disrespect. The worse part about it, is that the reviews are horrible for this location at 324 US-6 #20, Dillon, CO 80435. And clearly it’s acceptable by Domino’s with the way they treat their customers.!!!...

Wow, looks like Domino's managed to manipulate Google Reviews system, and get my review from a few weeks ago taken down. I'll just re-post it:

"I'm still kind of shocked over my experience with Domino's last night, but here goes.

I went online to order two pizzas, nothing fancy. Order placed by 4:45p, website said that it would take between 48-78 minutes. I was fine with that. Their computer system does a good job of keeping track of how much workload they've got, and has been accurate in the past when I've ordered from them. I watched the progress bar on the website go by, which is nice. Website told me when the pizza was being prepared, then cooked, then quality checked, and then after 35 minutes, the website said it was out for delivery! Cool. At 50 minutes, it then said, "Your pizza has been delivered! MMMMM... Enjoy your delicious pizza!"

Um, what? It had NOT been delivered.

I called about 5 minutes later (5:20ish) and asked what happened. The guy was in a hurry, and without asking about my order at all, said, "The website is wrong, you gotta wait longer." I told him that I was just worried, since it said that it had already been delivered. Again, he said, "The website is wrong." No other explanation than that. I said, OK, thanks, and then hung up.

40 more minutes went by (90 total), and I'd had enough. No explanation, and website still saying my pizza got delivered to someone. So I called back in and told dude to cancel the order. He asked for my name, and I told him, and he said, "Sorry." And that was that. Frustrating, but maybe they were having a bad night.

So wife and I put on some better clothes and drove into Silverthorne for dinner at another place. I had just got my mug of beer to my lips when someone from Indiana called me. Twice. I ignore calls from people I don't know. Then someone from Silverthorne, which turned out to be the same Domino's guy I had talked to. He said, "Our driver is outside your door, ready with your pizza." This was about 30 minutes since I had cancelled the order! With this same guy!

I mean, not only was Domino's jerking ME around, they're jerking around their poor drivers. No way was I gonna drive back home to get cold pizzas that I ordered 2 hours ago and had never even been offered an explanation. I feel bad for the employees that have to work there. What seems like bad employees is usually just bad management.

Anyway that's my experience with this place. Just way over the line. I'll never order from...

Checkout how the owner tries to make good on this HORRIBLE example of a franchise by touting 20% coupon codes. Guess what buddy, the pizza is already marked up and literally EVERYONE can take that "20% off" on the app. This is probably the worst Domino's in the world. And no. Don't bother to reply with a 20% off coupon as you will never waste my 70 minutes with a dozen phone calls by getting my business again! Driver completely incompetent and doesn't even know what car he's driving. Went 15 minutes away and had to call me twice despite a clear and correct address on the online order! Pizza was dry and tasteless. Despite being 35 minutes late and having to drive right by the store, we didn't get fresh food. Tried to call and request such, many times but driver doesn't answer callbacks and the store only has a recording saying to "watch for your driver". Sorry Mrs Computer, I can't see 8 miles across the whole town of Dillon, where our driver was probably lighting up based on his confused demeanor and ridiculous conversation after arriving 40 min late.

EDIT: thanks for the reply but now that it's 5 days later how am I supposed to know my order number?!?! How about YOU forward this review to YOUR own customer care team as a glowing example of how to improve YOUR business?!?!? Putting a review here shouldn't result in the business asking you to do even more work--ie do their job for them--in order to correct what went wrong in these dozens of horrible reviews. I don't know how a major Corp even allows a franchisee to continue to make their company look...