Domino's Pizza — Restaurant in Hickory

Last night (Saturday night), we had guests and decided to order two pizzas from this Domino’s location. We’ve ordered from this store frequently, and while we’ve had major issues with orders in the past, we never followed up on them. This time, one of the large pizzas we received was burned to the point of being inedible (photo attached). Each of us tried a piece, but no one could eat more than a bite because it was so dry and overcooked. The other pizza was fine, prepared just as we ordered.

Today, I visited the store around 4 PM to address the issue and see if the burned pizza could be replaced. The person I spoke with turned out to be the manager, which made the experience even more disappointing. When I explained the situation, she asked if I called the store last night to speak to the manager on duty. I explained that I did not because we had guests, but I had brought a photo of the burned pizza to show the issue.

Instead of taking responsibility for resolving the problem, she insisted that I had to call and stated that I would need to reach out again and speak with the manager who was working last night, as it wasn’t her shift at the time. This response felt like a way to deflect responsibility, despite her position as the current manager on duty. It’s frustrating that a customer would have to jump through additional hoops to address a mistake made by the store.

As I was leaving, I said thanks, but her dismissive and unwelcoming demeanor left me even more disappointed. At this point, I don’t feel comfortable ordering from this location again. I hope the store takes this feedback seriously to improve how they handle customer concerns moving forward and refund me for all the orders I placed in the past that apparently no one is there to take responsibility for...

I have never interacted with a more disrespectful Dominos! I ordered a pizza with them, just one pizza, and after an hour and a half, called back. One employee answered, and directed me to his manager, Ron. Ron was disrespectful from the start. I asked if I could get a refund since it was an hour and a half after I ordered and the pizza was out of the over in the first 17 minutes (I didn't want a cold, old pizza) and was told that they don't issue refunds unless there is something wrong with the pizza. I asked if that was their store policy, not to deliver for over an hour and a half. He replied that it simply wasn't his problem, and then hung up on me when I asked for my money back. I promptly called back and tried to cancel my order, only to be hung up on again once Ron picked up the phone. After the delivery driver arrived an hour and forty five minutes after the initial order, he informed me that he used to be Ron's manager and that Ron has always been disrespectful to customers.

If TL;DR, Bottom line, I am a long-time Dominos customer and after tonight, I will no longer be giving them my service. If a company allows an employee like that to be so disrespectful to its customers, let alone rise to managerial positions, I can't support that. I would advise anyone reading this to think about that mentality in a business and ask yourselves if you can support that kind...

Extremely terrible experience. Ordered a pie from the app, when I got there to pick it up, the app said it was ready, so I go in to pick it up. When I give my name, the person working there looks and looks, asks another employee and they say it's not ready yet. I tell them the app says it's ready, they say, oh that thing is never right. It should be up soon. I wait and wait, I check the screen in the store and I don't see my name, so I ask again. They once again say it should be soon. I finally had enough and ask a third time and someone else gets involved and still no pie. So, they have not even started on it and this is 15 to 20 minutes after the app said it was ready. I ask to cancel my order at this point. No one seems to know how....wow. I ask for a copy of the cancelled order so that I can make sure I am not charged.....and again, no one knows how to give me anything. I finally ask for a phone number so that I can call about my experience and they fumble around like they don't know what number to give me. Unbelievable. It's not until I ask for the phone number and I am walking out that someone finally says, sorry. That's it. No, we can fix this, we will get your pie made.....nothing. I will not be back to this location...