Domino's Pizza — Restaurant in Galveston

If I could give 1/2 a star I would. We stayed the weekend in Galveston for a National Dance competition 3/24-3/26. Saturday the 25th our competition ran really late and we decided to order some pizza and wings to get delivered to our hotel so we didn't have to drive through a lot of traffic post competition. I called to place my initial order at 10pm. I asked for it to be a delayed delivery being as our competition would not be over until around 11pm. They advised that was not a problem. The first issue I ran into was making a payment over the phone. It came time to give my card number to the automated system which I did. The automated system confirmed a successful transaction and I was transferred back to the local store. The lady on the phone advised me that the transaction was not approved and that the system was saying that it is requiring a 4 digit security code on the bank card. I advised the worker that I was told it was successful transaction and that the bank card only has a 3 digit security code. She argued that it requires a 4 digit code and that she was going to transfer me back to the automated system. Weary of that, I told the worker to just cancel it and I'd place the order online. I then placed my order online "Successfully" at 10:30pm for a delayed delivery at 11:45pm to my hotel. After realizing our event was not going to be over until 12am midnight, I called the store to see if it was OK to push the delayed delivery Time to 12:15am. The second female employee put me on a brief hold to ensure my original timed order had not been sent out yet. She returned to the phone and informed me that the order was still being worked on and the driver hadn't left. The 2nd employee assured me pushing the delivery time back 30mins would not be an issue. After arriving to our hotel at 12:10am, I was advised by our front desk attendant that a delivery guy did indeed arrive at 11:45pm and left because nobody was there. It's now 12:25am and I call the store Again to understand what was going on. A third employee (male) ensured me that the order was made already and the driver was out and about. Now it's 12:50am and nobody had arrived. I called the store a FOURTH time to figure out what was going on. The 2nd employee from earlier who originally "changed my delivery time" was who I spoke with this time around and at this time advised me that nothing was communicated on their end, the driver came and left, and the order had ultimately been canceled! NEVER ONCE WAS I ADVISED THAT. She became apologetic and despite the time now being 1am (closing time) she would "Refund" the order AND STILL FULFILL THE ORDER AND HAVE IT SENT OUT TO ME. I hung up with her at 1:05am and waited until 2am and nobody ever came. You've got to be joking. I don't know how this situation could get so misconstrued within 1.5hrs. I spoke to 3 different employees and twice I was assured my order was made and being sent out. Completely unprofessional...

8/10/24 placed online order 4 delivery..... says delivered... not! Called, spoke w Oliver told online was down, and they never received any orders....so what happened to my order & $ ? Will be refunded within 3-4 hrs after the system is up....ok 8/11/24.....$ not refunded yet, so I wait till Monday 8/12/24 8/12/24 $ STILL not refunded, so I am now frustrated and call and have no answer, so I go over to the store to be told it takes 3 business days to be returned. I'm not offered anything, so I wait... 8/15/24... STILL nothing ! I call no answer...so I once again go to the store and then..... Store Manager Annabell (sure, I'm not spelling it right) tells me it has been returned already, and I show her it has not (on my credit card or my gift card) and she tells me to call to 1800dominos (which I have) I told her I did and it tells me to contact the store (which I have and no one EVER answers) and then I tell her I want her bosses name & number she tells me there isn't one....huh? So, no one runs Domino's? She yelled at me to get out, and I told her no, not until I got my $ or uni got a number to contact someone to get my money (again, never offered anything) well then her heavy set bully male employee tried to imitate me and said what did she say, get our or I'm calling the cops....well be my guest....go ahead so guess what.... Yep, they called the cops on me. Soooo I sat on the bench didn’t make a scene and waited for I think 4 or 5 cops to arrive (really) Well, I am upset because all I wanted was my $40 back or my order (not to mention I was charged a $5 delivery fee for delivery I didn't get, $3 for a tip that NO ONE delivered). Annabelle tells the cops she told me she could give me credit for the pizzas???? Really... NEVER was that mentioned, but NOW I'M BEYOND Furious....I have been a customer for a long time, spent WAY too much $ on overpriced pizza, and this is how loyal customers get treated! It's not the customers' fault that the system is down or that the company doesn't pay their employees enough CUSTOMER SERVICE, and CUSTOMERS are what keeps your businesses going! I do believe this is THEFT! why Domino's has my $ and I didn't get anything... did I sign the credit card slip?

Annabelle said I only paid $10.67 plus the $3.00 tip, and that's all that was refunded... really?

I asked about my gift card, and her response was that we couldn't see the gift card on this end. You have to contact your bank about that? Ummm, excuse me??

Yes, I emailed customer service. Yes, I contacted my bank

As of 945 am 8/16/24 NOTHING has...

EDIT FOR GOOD customer service and resolution from general manager - one of my many orders was horrible and I reported it online and got nowhere. I ended up calling the store and luckily I spoke to the general manager Mark. He immediately took care of me and made it right. I really appreciate that. The food was great and came fast. If you have a problem talk to the manager. Keep the receipt (I didn’t need it but it’s good to have) or make sure you have the day you received the bad order and ask to speak to the general manager. He will make sure you are good. I don’t have a problem with them now since I no longer feel taken advantage of.

Horrible. I ordered 2 pan pizzas and received handtossed with wrong toppings. Clearly it wasn’t my order. The order was also over cooked and dried out. It took a long time to get the food. About an hour. I called and they had an hour left before close and they didn’t answer. Stayed on phone for 50 minutes and nobody answered. I tried reviewing it online at the end of the order and it wouldn’t allow me. I also contacted customer support and they offered me 20% off or 10 points. What do I look like accepting that? I know they could have answered but they didn’t care. This is poor service. I tipped them on top...