Domino's Pizza — Restaurant in Franklin Township

Just had a TERRIBLE experience with both the employee and manager at your store in Franklin Park, NJ. We ordered for delivery and the pizza was delivered with the cheese all over the inside lid. When I called to get a replacement pizza, I was asked by the employee that I spoke with to come and “pick up” the pizza because the delivery time was “really long”. I was surprised that they wouldn’t fix their mistake by bringing the pizza to us as soon as it was ready. I agreed, but I said that I would, but would like the charge for delivery to be reimbursed to me since I was now coming in to pick up the pizza. The manager then got on the phone saying they would be willing to make me TWO pizzas for pickup but would not reimburse for delivery, saying that he “couldn’t”. I told him that since there were only 2 of us, we didn’t want an extra pizza, just to be reimbursed for delivery, and that if he couldn’t partially reimburse us, to just reimburse us for the order and I would pay for the breadsticks and new pizza when I came to pick up the pizza. He then said, “I WONT do that, but I’ll give you a soda instead.” At this point I was furious and demanded a full refund, saying that I’d come in and buy the replacement pizza at full price (we had gotten a discount for buying two things; I had been on the phone with them for long enough that the breadsticks were now cold) asking him to place the order. The manager was also angry and YELLED “fine” and hung up on me. Obviously by now, no one wants a pizza from a business who treats its’ customers like this. I called back and received a new person on the phone and asked him to cancel the order that was placed for us. The man said, “I don’t have any order for you, do you have an order number?”. The manager didn’t place the new order.

I hope they’re able to get a manager in there who understands customer service and how to deal with conflict. We will not be ordering from that...

Please read all the bad reviews! Cause our experience sucked, but it's mild compared to the others. I ordered a pie for my wife, who has major sensitivity to beef or pork. So, it came with bits of beef and sausage on it. I called, asked for the manager on duty, and the extremely uninterested and dazed guy did everything in his power to avoid getting the manager. As though they were in the middle of robbing the place and the real staff was tied up in the back. He asked what the problem was, I explained and he said, in the most ambivalent tone and cadence, "Oh yeah, that's cause the meats are like next to each other, so they get mixed together." As though that's a known common occurrence with no foreseeable resolution. I asked again to speak to the manager. He said "It's gonna be a while, she's like making orders and stuff." Remember that Beavis and Butthead episode when they worked at Burger World? Yeah, anyway, then he said, "She's in the bathroom now". I said I'll wait on hold. So, what happened next? He hung up on me. I called back and said I was waiting for the manager and you hung up on me. No apology, in fact, there was never an apology uttered by anyone throughout this entire incident. After waiting for 10 minutes on hold, then the equally uninterested manager got on. I explained the situation. She asked for me to send her a picture of the pizza. I said sure. She asked how I paid, and I said through the app with paypal. She said I can't do anything with paypal, call 1-800-Dominos, and then promptly hung up. I called that number, the customer option led to the automated voice saying for customer service contact the store or email us and hung up. On their site, to get customer service, you need to fill out a mortgage application sized form and wait. Moral of the story, save yourself some grief and don't order from the Franklin Park NJ...

CHARGED ME DOUBLE WHAT I SHOULD'VE BEEN CHARGED and REFUSED TO FIX THE ERROR. I contacted feckless Domino's corporate whose chat bot promised a call from the store manager, JACKIE - SHE NEVER CALLED. It's obvious that Domino's does things this way on purpose. Their corporate office 100% has the power to fix an issue like this; they just have no interest in or motivation to do so, so they punt you to a busy store manager you'll never hear from.

I've worked in customer experience management for decades, and I tend to live by this rule of thumb: If I experience an issue when patronizing a company, and I come to find that their system intentionally makes things hard or impossible for customers to receive a resolution - I NEVER patronize them again. Domino's won't receive another dollar from me, and I encourage you to go find better pizza and good customer service elsewhere.

Given the prevalence of world-class genuine Italian pizza that exists in New Jersey, you'd think a Jersey Domino's would want to be just a little more competitive. NO ONE in Jersey needs Domino's - they could go outta business here and no one would be hurting for quality pizza.

Side note: You absolutely cannot recycle greasy or food-covered pizza boxes, even though Domino's tells you to. In fact, you'll contaminate all the other recycling by trying to do so. This messaging from Domino's is meant to prey on people's desire to preserve the environment and brand their company as environmentally conscious. They're basically telling you to contaminate and ruin all your other recycling so that they can sell more pizza. It's sick. I should've stopped giving them my money long ago for...