Domino's Pizza — Restaurant in Holly Springs

I generally tend to only leave positive reviews but this place has really messed things up so many times that I feel the need to relay the problems to others (and hopefully Domino's corporate). And unfortunately, I don't know that the folks at this location are necessarily to blame directly. When I'm in there, they all seem to be busting their @sses. But whatever software they use in their app and online to estimate their delivery and take-out time is RIDICULOUS! There has to be a better solution and that blame likely falls on a corporate level.

It's a shame because their pizza is some of the best for the dollar but within a month I've had an experience where after an hour and a half my pizza had not been delivered and no one would answer the phone, I had to drive up to the store to figure out what was going on. When I arrive, no pizzas are being made and "their system was down" and apparently had been for hours! So why in the hell is their app still allowing orders to be made?! Why is no one on the phone calling customers who have ordered?! Why is corporate not giving out free (or at least discounted) coupons. My kids were starving, I had to stop the job I was doing to drive up to the store and after all of that I didn't have any food! I even relayed this incident to corporate... no email, no phone call, no app message... nothing. Not a single F was given for someone who has ordered 100's of pizzas through this chain.

The second instance was tonight, when I knew they'd be busy b/c of the the State game, so I ordered ahead of time and even went to pick it up late. To spite that, and their "estimator" telling me it would be ready in 27 minutes, I got there and was told 10-15 more minutes... and after standing around waiting for an additional 40 minutes (almost 2 hours after ordering it), I finally got my pizza! I honestly don't care if it's going to take a 1.5+ hours, just tell me that up front! But when you tell me less than 30 minutes and it takes 3x that long, that's unacceptable and ridiculous. There has to be a better way to tie the actual workload and time of the store to what the app is estimating. I know it's all digital... my 10 y/o could probably code something better than what Domino's corporate is using.

That's my long-winded way of saying... order from here with caution if you're under any kind of time crunch or have any expectation of a reasonable and accurate time estimate for when your order will be ready. Sadly, tonight will be the last night I order from Dominos for quite some time.

*As a follow-up, I did as the Area Director below suggested... emailed him, the Regional Operations Director and the VP of Operations, and included all order info. No surprise, not a word back from any of them. Just more waisted time and...

The last two times that I have ordered from the Holly Springs location have been horrible experiences!

During the most recent visit (12/12/2022), I walked in the store to employees yelling, then one telling another to shut up. I paid for my 2 pizzas then checked the quality before leaving. I noticed the first pizza seemed to have had bacon dumped in a spot or two rather than sprinkled evenly around the entire pizza. I asked if the pizza could be remade. An employee agreed. I checked the second pizza. It was made with the same lack of care for quality as the first. The same employee asked if I wanted the second one remade as well, only this time with a slight attitude.

As the young lady and another guy began remaking my pizzas, she asked if there was anything extra. I let her know there was not. She proceeded to whisper, ineffectively, just put the same amount but spread it more. As they build the pizza, the young man picked up some cheese, rubbed it across the metal ledge, before sprinkling it on my pizzas. Once done, they smiles and let me know that there would be a 6 minute wait for baking.

While I waited, I listened to the young lady talk about getting her animal neutered and her dislike for the sanitation at that particular location. I watched her touch her hair and hat then move on to make the next incoming order, WITHOUT washing her hands.

After receiving my remade order, I asked the gentleman at the counter for the customer service number to which the same young lady from earlier, spins her body around and tells me to look it up. “You can just Google,” she says. I ask again for a number specific to their store location and how to contact the store manager directly.

I shared what I had witnessed and explained that I wanted to let the person in charge know that the employees at this location were more concerned with the sanitation somewhere else than they were about this store and the current situation. The young lady raised her voice and told me that wiping the ledge with cheese before distributing it was company policy. She advised me to call the manager so that someone higher up in rank could validate her inappropriateness.

As stated at the start of my complaint, my last 2 visits have been terrible experiences. I thought the last visit, with an extremely long wait and poor service, was a fluke. However I have concluded that the quality of service continues to be declining and not worth my money.

Am unsure if I will continue to patronize your business. I am afraid of what might be done to my food if your employees recognize my name and decide to jeopardize the health...

Charged twice tonight, the first order didn't show up and after two hours and ordering again, I finally received my food. This will be my last order from this place. And I tip the driver good because I know it's not his fault. DO NOT TIP UNTIL YOU RECEIVE YOUR ORDER. Not only did the driver not even ring my doorbell, so I had no idea the food was sitting on my front porch (and I have a ring camera, so I can prove it), but they didn't refund the first order that never showed up. I will never order from this place again - there are plenty of alternatives. I've always tipped really well too (25% ON TOP of their insane delivery fee that is already built in).

Oh, and by the way, the 'response from owner' is coming from either a computer program or someone that doesn't really want to hear from you. Don't believe me - visit the domain name in the email address 'pattersonpizza'. Can't post the extension or my review will be taken down, but you get the idea. Why would they have an email address that is not using the Domino's URL, and if it's because they are franchised (don't know, don't care) and each owner has their own email, why would it be a domain that doesn't have any type of live site available pushing their garbage business. If I were a decision-maker for the region, I'd be more concerned about brand management than this stores revenue - I'd close it down. Read the other reviews, this isn't an isolated instance.

I should add, it's been 6 days since this happened. Still no refund on the original order that claimed to have refunded. I was adamant about a refund on the second call when I had to call back an hour and a half to find out where my order was. I was assured that the order was refunded to my card. Surprise surprise... Nope! So I contacted corporate, twice. No response. Nothing, not even from corporate, which is wild. Since I asked twice and was told twice the order was refunded and can't seem to get a response from anyone, I just disputed the charge with my credit card company. I would be very cautious about providing credit card information to this place, it's real shady.

Oh, and it gets better. Look at the email addresses of some of the 'owners' that are giving the 'Response from Owner'. Example, we've got a person with the email '8978@domain'. Yeah, definitely not computer generated. And the last 5-star review looks like it was given by the owner 🤦 Sounds like Domino's needs a clean sweep on all their big wigs - their local directors and marketing folks are asleep at the wheel and...