Domino's Pizza — Restaurant in Florida

Last night, I had had the WORST experience I have EVER had with Domino's in my ENTIRE life, and I'm not just being dramatic. Normally, we have great experiences; however after the experience we had last night. I called to place an order for delivery at 10:30 pm. I was told it would be delivered within 40-50 minutes. At 11:21, I called to check on the pizza, and I was told it was on the way. At 11:50pm, I called to cancel the order. We were told 40-50 minutes, and at 80 minutes (literally double the time) I was given a hard time by the manager, Anna. She actually told me that an hour and twenty minutes isn't that far off from the quoted time of 40-50 minutes. As I was on the phone with her, the pizza arrived. They forgot the red pepper flakes that we asked for, which is the smallest frustration of this story; however, we are on vacation, and they would have been nice to have. The pizzas were cold. I did not receive a receipt for my order. In fact, I received a receipt for someone else's order, which means that someone else received the receipt for my order, and most likely, tipped on my credit card. I have disputed the charge with my credit card. The delivery driver was nice, so I did tip him, because I have worked in the restaurant industry before. I checked my bank account and realized that I had been charged over $30 for two medium pizzas and a 20 oz sprite. We are in Florida. When we order the same thing in California (where everything is more expensive) it is still less than $20. I called to get a break down of the cost. The manager, Anna, explained that since I did not mention the coupon, I was charged full price. Fair - but that is the coupon that is good at EVERY single store, and when we order, even while traveling, I have NEVER had to ask for the promotion in order to get it. I asked if she could make this adjustment, and she said no. She said I didn't ask for it. I told her I wanted some sort of credit, and she told me she couldn't cancel the order or do anything for me, since we had already received our food. Yes, we received our food; however, the entire experience was TERRIBLE, and that is NOT how you treat customers, and I am SHOCKED that you are in management. Throughout the 3 times that I spoke with her on the phone, she never mentioned they were extremely busy, she never apologized for the experience we had. I asked who the General Manager or Owner of the store was, and when they would be in, because I feel this feedback needed to be shared with them. She told me she was unable to provide me with that information. Even though we've had great experiences with Domino's in the past, this experience was so off and frustrating that I don't know that I want to order or promote...

Employees and drivers are good people in general at this store, and always polite and timely...I can't recall her name but one of your Managers (she's been there for at least a year or two) is ALWAYS on point. I'm gonna update this with her name because she deserves recognition, she addresses me by first name when I pick up, and always has big smile to match her energy and personality... And when I see her tending to the pizzas I know they are gonna be perfect! Clone her please lol

If the order is less than perfect they make it right or credit you. Sometimes the driver's miss the sauces and sodas and also the cooks miss the "well done" option. Although it can be disappointing when the order is "off" it's not going to stop the munch session lol.

If I could constructively criticise the owners I would tell them that the ship is running good, but could use a little more attention to detail. Having been to and ordered from a few other stores on the mainland I've noticed other stores seem to offer way more variety in coupons and specials when ordering...and they change them once in a while.... Same coupons it seems for years.

Also, I think the delivery "fee" is bullcrap.. I'd use a more colorful word but I'll keep it G rated. Most of your driver's live on the mainland and travel a long ways to get to work. After the order is complete with "fee" and tip it adds another 10 dollars to my inexpensive quick pizza, it makes me have buyers remorse. Your taking money from these peoples tips in all reality. If there is to be a fee it shouldn't be more than 2 bucks... Maybe someone can explain why even the need for a fee! Unless your providing insurance reimbursement or wear and tear it should go away.

Update, the Domino's "stand up to be recognized" employees...

I order a pepperoni light sauce extra cheese and they tried to hand me someone else's pizza like I was dumb and wasn't going to check it.. I watched them open the box repeatedly and check the oven for my pizza that was missing and they still handed me someone else's pizza expecting me to just pay and leave.. the slices are all different sizes.. the box says Paulette my name is Luis big difference.. so I open the box and say hey there is no pepperoni and they acted completely dumb like they didn't know but I was like you know what f* it Im hungry I'll just take it.. hopefully the 12 cent tip let them know they messed up.. horrible staff tonight If you don't like your job get another but don't ruin someone's night because you don't care.. and by the way the pizza I did bring home just to fill my stomach tasted like it had old rancid...