Domino's Pizza — Restaurant in Irving

I have never been treated any worse than we were tonight from a man who claimed to be the manager at this Dominos. He acted like a two year old toddler throwing a temper tantrum because they messed up our order. We ordered a buffalo chicken pizza and there was absolutely no buffalo sauce on the pizza at all. I called to let them know and they asked if we wanted it remade tonight or a credit, we asked for a remake tonight. When we received the 2nd pizza it appeared to be purposefully soaked in so much sauce that there were little puddles of sauce all over it. The driver said the manager wanted the first pizza back which we gave back although several pieces had been bitten into before we realized that there was no sauce and we did not put those slices back in the box. Of course we had no idea what was to come. Even though the 2nd pizza was clearly made by somebody trying to be vindictive, we had no intention on complaining or calling back. Then we had a knock at our door, it was the delivery driver again. She apologized and stated that she was extremely embarrassed about her manager but that he made her return to also take back the 2nd pizza because there was only half of the first pizza returned. So not only did they make our pizza wrong in the first place, they took it back, remade the 2nd pizza wrong too but they also wanted to take back the 2nd pizza that we waited an additional 30-45 minutes for. We said no and we immediately called to speak to the manager who clearly seemed to be lying about some or all of his name. He said his name was Stone Dilly but I plan on finding out exactly what it is. When we called he refused to let us speak at all. He went on and on stating that the first pizza "must not have been that bad without sauce because half was gone". He stated "it is Domino's company policy to take back the replacement pizza if anybody had eaten any of the original pizza, and that he was just following company policy although most of the time the policy isn't followed". We tried to explain that we had to have taken bites out of the original pizza in order to realize there wasn't any sauce. My family of 4 all had gotten a slice and started to eat before realizing the pizza was made wrong. He treated us like trash even though this was the first time in 10 years that we have ever complained about something being made wrong and after spending hundreds of dollars a year ordering Dominos. Then to make things worse, he threatened that he was going to put on our account that we owe for a large pizza and that he is "blacklisting our phone number" whatever that means? We tried to explain that he's welcome to have the peices with one bite out of them back but he continued talking loudly the entire time. I did let him know that he was acting like a child, refusing to even allow me to say one word but he continued talking until he hung up on me. All of this over one pizza. We have ordered from this Dominos for 10 years and never had one problem. I don't know who this manager is but I expect to deal with his supervisor and to be able to work this out like normal adults would. If anything, we are still owed a large pizza because we never got one made correctly and we are owed a HUGE...

EDIT: It’s now been about a week and it turns out I was right in assuming that she didn’t cancel my order because I haven’t received a refund. So not only did I order a delivery that was never delivered, I had to drive up to the store to cancel a $60 order that was never cancelled. Where did my $60 go?

I’ve had issues at this location on several occasions. But this one was officially the last time I order from here.

I placed my order for delivery and always tip and always leave solid instructions on how to get to my place. This is the second time that I ordered, 30 minutes passed and I get a notification that it’s been delivered. But no pizza.

The first time, I called up there and the guy was rude answering the phone. He said “I don’t know how that’s possible. It’s showing that the driver is pulling up now.” And he gave me attitude like I was being ridiculous. When it said it was delivered…

This time, I waited for five minutes just in case it was like last time. No one ever showed. So I called up and the girl said “It’s showing that the driver left like a minute ago.” I told her I was outside and didn’t see anyone from dominos. She asked if I wanted to speak to a manager and I said “sure”.

A few seconds pass, the phone hangs up. So I try calling back. It rings and rings and rings and then goes to voicemail. So I hop in my car and drive up there. I wait in line for several minutes. The phone doesn’t ring the entire time I’m in there so that throw off the idea that maybe they were just busy on the phone.

I get up to the counter and ask if I can just cancel the order. Because the alternative seemed like me just paying this dominos $60 for nothing. She says “okay.” And cancels it. No receipt. Just says it’s canceled. I asked if there would be a refund and if it’s all good.

She says it’ll go back to the card in one or two days. On my way out of the parking lot, I get a call from the delivery driver that says she’s struggling to find my place. But I just canceled the order. I let her know that I canceled it and she was very apologetic and the nicest person ever.

I didn’t realize that when the girl on the phone said “it says she left like one minute ago” that she was talking about the store. I thought she meant the delivery driver left my place one minute ago like the app was telling me because the delivery had been completed.

Had I known that, I would have just waited. And had I not been hung up on and avoided on my second call, that’s something that probably would have been sorted out and explained better. I just don’t get it. Why hang up (and if it happened by accident, make SURE you answer when I call right...

Unbelievably rude staff. I placed an online order 20 minutes before close, normally I try not to cut it so close but I was out of options and had hungry kids. I arrived at the store at 11:50, ten minutes before close to pick it up and they had not even started my pizza. I gave my name for the order and The kid behind the counter said to me " oh, you just placed that order, didn't you. Yeah, it's not ready yet, because we had to take all the food back out. Just to make it." I have never been so disappointed in the customer service at a domino's pizza store. The manager was quick to have a "chat" with the kid and for that I am extremely grateful 🙏 however, i can't help but wonder what's happening to customer service in general with this younger generation of service industry workers. Going out to eat is becoming an increasingly disappointing experience. The kid continued to openly talk trash about me and my order from the back of the store where I could hear it clearly, and the manager did nothing about it. This is a sad day for this domino's because they not only lost my business, they lost the business of my kids soccer team and my at home daycare service. We used to order her frequently. But I guarantee you, we will never come back here again. I doubt I'll order from a domino's ever again.

Food service industry, you better strengthen your customer service training. Because allowing these kids too treat your customers with such disrespect is only going to lead to a decrease in revenue.... And a massive one over time. Strengthening core values in service across all locations, Teaching respect and keeping up employee morale has never been more important.

I understand a lot of people hate their jobs, and we all have to pay our dues. I myself worked in service industry for over 25 years. As a phone girl for a pizza company, as a bartender, hostess, as a waitress... you would never catch me speaking to a customer The way I was spoken to tonight, no matter how horribly they treated me. But I suppose that's the difference between my generation and this next one.... it's sad, and it's disappointing to see America's kids so entitled, so rude and so disrespectful to the people who are ultimately paying...