Domino's Pizza — Restaurant in Maryland

I am a manager of a nearby store in the mall. We always order from this Domino's at my store on busy days so that my team doesn't have to spend time at the food court. Today I ordered as usual and the delivery driver Benjamin called and said "I'm by the Towson sign, come get your food". So I let him know that they always bring the food to the store, I didn't select the hotspot location or pick up so I'd like my food to be delivered to the address on my order as it always has been. he responded "UGHHH are you serious?" So I told him "yes, I have customers in my store, we can't leave" I even gave him directions to get to us easily. A few minutes later he called back to let me know that he's by the escalators and I needed to come meet him. I said " I can't as I'm currently about to ring a guest, we're two stores from the escalator, please just bring the food." So ten minutes passed and I was finished with my customers so I called back and to see if he needed better direction or If I needed to meet him and he said " I'm coming, be patient" and hung up. He proceeded to come into the store, throw our items down on a bench and shove the receipt at me to sign. I said " Thank you" and he walked away without ever speaking. So I called the store to complain, I just wanted the manager to be aware and I wasn't even going to take it to the corporate level but after holding for 13 minutes the manager got on the phone with an attitude and cut me off while I was calmly telling the story. So I snapped on him to let him know that I am a multi unit supervisor in customer service and I would never talk to a customer in a manner that either him or Benjamin did. I asked him to take my tip off (I pre-tipped when I ordered in good faith because I always have good service) because I wasn't tipping someone who was rude and threw my food down. The manager complied but did nothing that would make me want to continue ordering from there. He explained that they're busy and I let him know that everyone is, that's why we bring in additional staff members and at the very least treat our customers with respect and make them feel valued. To add to this.... after I talked to the manager, the delivery driver came back into my store and snapped on my staff (I was on break writing this review) in front of my customers for being “unprofessional” and “snitching”. I was so flabbergasted that I called corporate and they told me a district manager would get back to me.......

My experience @ the 200 York Rd., Towson, MD location on 11/19/2021. I placed my order via Domino’s app @ 6:04pm for drive through pick-up; arrived for pick-up at 6:25pm to be told that it was not ready due to a pause in service for preparation and to pull into the parking area and return to the drive through in 10 minutes. I gave them 15 minutes before returning to the drive through for pick-up only to be told that my order is not in the oven yet, and to give us another 10 minutes. Now, my order total was $20 and I felt it was only fair that for such an inconvenience my meal should be compensated, so I inquired to the employee to ask the manager to comp my meal. The employee returned to the window to assure me that my order had been now placed in the over ahead of the other orders. (My thought- it should have be placed before all other orders because I placed my order @6:04 and now we are approaching 6:40-6:45) I again asked about comping my $20 meal only to be told the manager said, “no!” The employee looked as though I was getting on his nerves, and he said, “do you want it?” I politely told him I did not want the pizza any longer, he slams closed the window, and I left the drive through window. I know these are rough time given the staff shortages due to the pandemic, but this was a residual of inadequate training not a pandemic. This service was totally unacceptable, and in all the visits to this specific location it has never been so dysfunctional. I encountered at least 3 different employees inquiring about my order at the drive through window, and none apologized for the inconvenience, nor empathized, acting as though this is appropriate customer relations. I assure you “IT IS NOT” and I will certainly continue to share my experience as necessary until management corrects these kinds of dysfunctional circumstances and train their employees properly to exhibit common courtesy and ability to problem solve. Poor services is usually the indicator of the leadership in place because they set the standard, and maybe it’s time for a management change. I get it, it’s not the Ritz-Carlton dining, but maybe you could take some tips from places like Chick-fil-a and implement basic fundamentals applicable to all jobs in which you deal with the public and it starts with courtesy, listening, and empathy because your patrons are the one’s who keep you working and...

Normally, I prefer to write reviews for positive experiences. Tis is the opposite of my normal reviews. Order never came. I had to call the store over and over again for over an hour and got put on a 45 minute hold. Had to have everyone in my house call repeatedly in order to get an answer. Once I got through, the person who answered told me my order didn't exist. I provided my name, phone number, address, the charged amount, the time of my order, and the time the order was supposedly in QC and even the order number. He still kept saying it didn't exist so I asked for a refund and he said he was getting the manager who was in the back and put me on another hold and never came back to the phone (another 22 minutes). Then, again had everyone in my household calling at the same time I was still on hold all this time as well). Eventually, the lines changed to say they weren't accepting orders when calling. We got someone on the phone eventually (I ordered at 7:11 and it was almost 10pm). The person who had me on hold was apparently "no longer with the establishment" upon this call and according to the man who answered and was "mismanaging orders" "which is why he was there". After all of that time, I was finally able to ONLY get a refund. Then, because it was so late, could only go to the market to grab a box pizza and eat way past our normal time. Not recommending and appropriately recommend others not to shop this establishment (at least this location). Spent over three hours of my Saturday just trying to resolve receiving my refund due to the store's inability to appropriately fulfill their job requirements. Things happen and understand that, but this was a result of...