Domino's Pizza — Restaurant in Florence

If I could give negative stars, I really would! We have been loyal customers, ordering at least once a week, sometimes more. On January 27, 2021 We placed our order for delivery. An hour an a half went by so I called the store. They tried contacting the driver and then came back to the phone to tell me that they didn't know what happened and they are remaking my food. We waited another hour before I called back to find out where my food was. They put me back on hold just to come back and tell me that they don't know what happened. They told me that they would refund all of my money and remake my food and send it out (this is 3 hours later from when I originally ordered). I did however finally get my food. I called the next day to ask if the money would be refunded or if I was receiving a store credit to which the gentleman replied "it will be refunded to your card and will take about 3-5 days." I still have not received a refund. So today 2/5/21, after working a 12 hour shift at the hospital, we decided to try again. I called to talk to a manager to tell them my dilemma. The manager, either Josie or Kelsey (not sure which one it was) who was very rude, said " well I see you did get your food..." So I explained AGAIN that it was 3 hours later and I was told I'd get a refund that has never happened. Her response was " Well, we don't do store credits and I can't credit the food you want now without having PROOF that you didn't get your refund" I guess they don't keep records or receipts...I will not order from your store again! You really should train your managers better to handle situations more professionally. I really hope if you come to the hospital that you get treated with more curtesy that you show...

This review is for the Domino's located in on Dixie highway in Florence Kentucky I was using the drive up window to pick up our dinner this evening when I put my car in park I checked my phone to see the time and to also verify the time I place my order so I was sure I was made it to the10 minute quoted Time for my food to be ready. It was 6:52pm ( my food was due to be ready at 6:48) I waited and waited and waited some more 7:08pm no one has come to the window to help me people have walked by I could see people but nobody's coming to help me. I have my toddler in the car with me and I didn't want to go in so I called and I was placed on hold and then when I finally spoke to somebody and told them that I was at the window waiting 10 min at this point they said they would be right over then two minutes later somebody came to the window. I didn't receive any apologies just asked me the name on my order I told him and he disappeared again for a while came back with my food then wanted to collect the payment and I asked if anything if I could get some sort of discount due to my long wait he told me he couldn't do that so I asked for the manager she then came to the window again a few minutes later. Again no apology refused to give any sort of discount. She was extremely rude said me waiting at the window was not her problem and the pull up window doorbell is broken and there is nothing she is allowed to do she can't give me any kind of discount. I like dominoes it is our most frequent visited pizza place but I am beside myself with this lady's behavior and will not be going back if this is how they are going to treat...

I placed a online order tonight for two hoagies a cheese bread and a brownie. They only brought me one hoagie,cheese bread,and a brownie. I called the store and told them that they forgot the Philly cheesesteak hoagie. At first they told me I did not order that. Then she said she found it on the order. She asked me to hold for a minute while she got the Manager. The Manager got on the phone her name is Josie and Josie said that she will put the hoagie in the oven and bring it to us. I told her that it was an inconvenience because we wanted to eat as a family and that our food is going to get cold while we wait on this hoagie and if she could do anything for inconvenience. Maybe re-make our order was my thinking. She was extremely rude and said what do you want me to do about it I’m putting it in the oven. I said you are the manager what do you think you should do? She said I’m confused? I said usually when the order gets messed up they try to fix the situation or offer something small like a cheese bread or 2 Liter just something for the inconvenience. She said fine I’ll mail you a gift certificate in the mail. Now do I think she really would do that? No, I don’t. I think she just said that to get me off the phone. I hope the corporate office reads this review and takes action. The customer service for this location is terrible. Ordering pizza is not cheap and when it gets messed up it should be...