Domino's Pizza — Restaurant in Honolulu

Today, I placed an order at the Domino’s location listed below. When my husband picked up the pizzas and brought them home, we noticed they appeared rushed and poorly prepared. I took photos and promptly called the store to report the issue, requesting either a remake or a refund.

I initially spoke with Crystal, who identified herself as a manager. She advised me to keep the pizzas, discard the originals, and that the store would remake the order. However, approximately 10 minutes later, Crystal called back and stated that her manager reviewed the situation and determined the pizzas were made correctly, requiring that the pizzas be returned. I informed her that the pizzas were placed in the garage but that my husband would retrieve them and return them to the store, to which she agreed.

Due to the inconvenience, I decided instead to request a refund. When I called back and asked to speak with a manager, another woman answered, claimed to be the manager, and refused to provide her name. I explained the situation and requested a refund. She stated that she could only issue a store credit and not a refund. During the call, she was dismissive and spoke over me. My husband later returned to the store to address the matter, at which point he was met with the same individual—a white female with glasses—who again refused to issue a refund and began raising her voice. At that time, my husband left the pizzas at the location.

Given the poor handling of this situation, the lack of professionalism, and the inconvenience caused, I will be escalating this matter by filing an ICE complaint and contacting the station commander to address how customers are being treated on this military...

So far so good! :) I usually do pick up at this location because of costs, but I'm treating my babies for Valentine's Day, myself and kids. I work in customer service, so I know how I want to be treated being a customer. Long story short, I like to call and hear the specials (old school mentality), the guy that answered was either new, or doesn't normally answer the phone. Being for Valentine's Day and typical Friday, I could understand he stumbled a bit during our conversation. I asked for the specials and he proceeded to give me ALLL of them, he explained I could fine them on the website, I being "not to sure" about the specials online versus on the phone. He told me each location had different specials. (RIGHT ON GUY FOR BEING HONEST!!). He continued to give me a LISTT! of there specials, i felt for the guy, when he finished, I told him thank you. Felt bad that he didn't make "the sale" but did go online to comfortably place my order for there location. I live right down the road and i must say.......wheather you place an order on-line or over the phone, the crew at this Domino's location will do there best to satisify you. Just treat them how you want to be treated and you'll get the same response back. Kuddo's and mahalo's for reading this long a** review. But I know how it feels to question large organizational companies and people these day. ESPECIALLY IF YOUR BORN & RAISED FROM THESE...

The day following this experience manager Tim reached out for more info, to apologize, and offered a store credit. We redeemed today and the service and food was great, thanks Tim! Super frustrating experience. Tried to order pizzas online but the system wasn't working. Called the store and asked if they could honor the deal, the guy said yes and got my order all entered. When it came time to pay there was an issue, the manager ended up getting on the phone and told me they couldn't do the online deal (definitely could have just done a price adjustment to honor what her employee had told me, but I rolled with it). She said they could do a different deal (2 med 2 topping for 19.99) instead, so we did that. After re-ordering everything, she then told me she couldn't do that deal because there were too many changes, I explained we had ordered before without issue, then she said they could. My total came back quite a bit more than it should have, and she was unable to explain why the price was so high or itemize out the charges for me. I ended up declining to order.

20 minutes on the phone (30 min total including trying to work the website) and still ended up with no pizza due to...