Domino's Pizza — Restaurant in Fort Worth

On-line Order, In-Store Pick-up. The staff on March 13, 2025 dropped the ball. I ordered a cheese pizza for the kids and a pepperoni pizza for the adults. Some wings and a lava cake. Picked up time was about 6:35 pm. Arrived early. Order #84. My name became ready on the in-store display. After about twenty minutes my order still was not called. I approached, and, Upon inquiry, the Manager advised Dominoes messed up my order and were redoing a pizza. Sad Face. After 40 minutes in store, I approached again. This time obviously upset. It was only at that time the Manager approached, stated they messed the order up again (x2) and asked if I could wait for them to make it (again x3). Remember, cheese pizza and a pepperoni pizza and some hot wings. And this is a pizza store. A nation-wide pizza store. With multiple children in tow, I could not wait. At no point in time did any employee ever try to advise me that my order would take longer. The employees were engrossed in keeping up with on-line orders printing out in real time. At no point in time did the manager ever try to make the situation right...completely ignorant of the my family's time. I would still be sitting in the lobby had I not continued to ask about my order. When they tendered me the final order, the Manager admitted they still messed up half of my order and they would make it right if they could have more time. I did not have more time. I was refunded the pizza they did not make. I asked if I could have the sauces I paid for. The Manager said I would have to pay again because I didn't pay for them. The Manager then looked at the receipt, realized his error (again x 4) and brought me the sauces. The sauces were the metaphoric topping on a terrible experience. Over an hour later, I returned home, kids in tow on a school night, with half of my order, an empty belly, and a complete waste of my family's time. If you order here, expect 50% customer service and complete disregard...

Late, Dismissive and Racist

There seemed to be about 12 staff at this location milling around the front when I walked in last night. Not one of them said "Welcome to Dominoes" which struck me as odd.

I made it all the way to the counter 40 feet inside with every employee pretending I was invisible.

The store manager frittered around doing innocuous things for 5 minutes while the other staff looked busy or stared off in odd directions.

When the manager finally deigned to come over, I asked if my take out order from 20 minutes ago was ready. He replied it was not but would be out in a few.

While I was waiting, three more customers entered who all happened to be white. Each received a resounding "Welcome to Dominoes" greeting from at least 9 out of the 12 staff present. It made me wonder if it was their policy to only greet and acknowledge caucasians.

After another 15 minutes passed, I returned to the counter. Again the manager pretended I wasn't there for 5 more minutes while he moved pick up order boxes on the shelves from one side to the other for apparently no reason. In the meantime all the other people behind the counter acted like it wasn't right for them to engage.

Finally, the manager returned to the counter and I asked again when my order would be ready. He said "Oh, it will just be a few more minutes" - as if that wasn't the very thing he had said 20 minutes ago. The pizza finally came out half an hour late.

He casually said "Sorry about that".

I replied "I'm sorry but this is just really bad service" and walked out.

Not only was the staff at this location dismissive, it honestly made me think it was outright racist in how it treated customers of a different ethnicity.

I would not come here if you identify with a minority.

The experience will leave a rotten taste in your mouth no amount of pizza...

I am writing to express my dissatisfaction with the service I received from a representative at this Domino’s Pizza. My experience was far from satisfactory, and I feel compelled to share my concerns.

During my interaction with the representative, I found them to be unaccommodating. When I reached out for assistance regarding an issue with my order, I expected a level of customer service that would address my concerns. Unfortunately, this was not the case. The representative seemed indifferent to my situation and did not make any effort to provide a solution or alternative options.

In addition to being unaccommodating, the representative failed to offer any resolution to my problem other than “you can come pick it up” after expressing I didn’t have my car. Instead of helping me rectify the issue with my order, they simply reiterated company policies without considering my specific circumstances and their system still taking my money. This lack of resolution left me feeling frustrated and undervalued as a customer.

To compound matters, the demeanor of the representative was rude considering I expressed that I had no way to get to the location due to my car being away. Their tone and attitude were dismissive, which only added to my disappointment. As a customer, I expect to be treated with respect and courtesy in this situation, but this interaction fell short of those expectations as he didn’t consider his nonchalant behavior.

Given this experience, I have decided that I will never order from this Domino’s Pizza again. It is evident why their reviews are often negative; poor customer service can significantly impact a customer’s perception of a brand. I hope that this feedback will be taken seriously and lead to improvements in how customers are treated...