Domino's Pizza — Restaurant in Lakeway

Poor customer service experience here.

I placed an order online and waited until the app said it was completed to go into the store for pickup. As I entered, I saw no order ready on the shelf but instead all of my ordered items on the pizza oven rack. I also noticed a young man making pizzas near the back of the store.

After a moment, and no one attending to my 5 year old son and I, the young man asked my name and looked at the pizza oven rack, sighing and clearly unsettled. He walked over to the pizza oven rack and used tongs to touch the edge of a pizza that was getting close to the edge. My son asked if that was our pizza and I watched as the young man stepped back and allowed the pizza to fall to the floor.

The young man and a female employee (assuming she was the supervisor) conversed about the pizza that fell. She made another pizza and walked to the back, never mentioning who the pizza belonged to. I continued to wait a moment longer and the young man turned to me and said it would be about five minutes, pointing to the floor and stating “well you know”. The thing is, I didn’t know because no one apologized for the delay, explained what happened or why my five year old son and I watched food be wasted with no effort to stop it.

I waited the extra time for my “completed order” and everything was handed to me by another employee while the female supervisor walked up to the registers. I assumed that she was coming to apologize for the delay or offer some explanation for what happened. She never even acknowledged my presence and spoke to another customer that was paying for their order.

The complete disregard for the poor quality experience was received clearly and I will never return to this location. It’s a shame because it’s convenient. I will also make sure I share my experience with people so they too can avoid the unpleasant experience. A little explanation/ apology would have...

Pizza tracker stated delivered. However my pizza hadn’t arrived. I called to ask about my order they stated they canceled it and it would be 1-2 business days before it was refunded. I asked why it was canceled they said they didn’t have a valid phone number on file. However I’ve ordered from this specific location at least three times within the last month. I was told they would send it out and it had been kept whatever that means “warm”. When it arrived it was thrown haphazardly into the box and looked like pieces had already been eaten and my pasta bowl box was entirely empty. I guess that’s Dominos definition of warm...I showed the driver the pizza and I asked if he would eat it. He said absolutely not, apologized and said he’d have it remade. Following that discussion I called the store again to inform them of the incident. The manager Steven initially had an attitude and was very rude. Up until I asked for the general managers name which is “Pamela”and phone number.... then he offered to remake it refunded the transaction and two and half hours later my two year old and I finally got our food and ate. Needless to say I will not be ordering pizza from Dominos for a very long time. This was sincerely the worst pizza incident I have ever had in my life. Also I tried to write this initially on my notes to copy and paste to my review on the app. It won’t allow me to do that though. So here...

I almost never write a review. Usually if I do, it’s because I was impressed with service. This is the opposite. Even if you’re starving, do not spend your time and money at this Domino’s location. Two nights ago I placed an order for delivery. My tracking said delivery between 19 and 25 minutes. Roughly 1 hour later the delivery driver calls me and informs. They are having a hard time finding my address. I give directions. She still can’t find it. I sent her a pin drop. she never arrives. By this time, it’s midnight and I check my tracking on my order. It says it has been delivered. Which it has not. I tried to call the store. And I get the message that they are closed. The next day, my charges say pending on my bank account. So I assume they have not run my card due to their complete failure. I check again today and see that I was charged $48 for services that were never rendered. I come into the store to talk to the general manager and make things right. She says I waited too long. Best I can do is give you a credit or remake your order. Never mind the tip, the delivery charges, the fuel and time I waste. If this is the shining example of the dominoes company, I will be steering clear from them...