Domino's Pizza — Restaurant in Mechanicsville

If I could give a negative 5 rating I would. I am writing this to complain about the horrible customer service received from the Domino’s Pizza 550 E Laburnum Avenue Richmond, VA 23222

Order of events

· October 5, 2020 my mother placed a delivery order for a regular large cheese pizza around 11:45am. Routinely she provided Dominos her address, her phone number, and her check card information. In which Dominos provided the estimated delivery time of 30 – 45minutes.

· After waiting beyond the average service level my mother called Dominos around 1:00pm to inquire. During this call Dominos hung up on her. She called back, was placed on an excessive hold and was disconnected again.

· At this point I intervened to obtain answers. I, by no surprise, was placed on an excessive and the line was disconnected.

· I called back around 2:45pm, demanded answers without being placed on hold. During this call the Dominos employee answered the phone with an attitude, ‘Hello!’, as if this was her personal phone. She proceeded to tell me that the delivery driver confirmed the pizza was delivered to us. I informed Dominos that was not true. In fact, the address it was delivered to was NOT my mother’s address. However, the Dominos employee clearly did NOT care.

· Additionally, Dominos charged my mother’s check card on 10/6/20 for pizza that was never delivered to her address.

While we want to believe this was an isolated incident the 55 Google reviews = 2.5 rating say otherwise.

I labored in customer service, from entry level to management, for fifteen plus years. Therefore, I know when words such as empathy, effective listening, customer delight, resolution and core values should be implemented on a call. Regrettably, not one of these positive behaviors were demonstrated by Dominos after several...

I'm rating this one star for a simple reason. We tried to order online, and they said online ordering was not available, to call or visit the store. We did not call, but chose to go in person and place our order, only to find a big sign on the door temporarily closed until further notice. This is a relatively new location, and we were anxious to try it, as it is close to home. Also our normal Domino's did not have ham for our pizza, so we were looking for another Domino's, and this one was second closest. So the anticipation of a good pizza, coupled with the suggestion that we go in person, a lack of ham, only to find our second choice closed, led to a very bad feeling toward Domino's. If this location ever opens again, we are likely to try it, simply because we like Domino's Pizza, and wings. However the sting of this experience will linger for some time. Dominos, if you're listening, either remove this store from your online ordering, or mark them as temporarily closed until they reopen. Do not suggest people go to the restaurant if you know that it's closed. It's frustrating, and it's bad customer service. While we were there another car came investigating. And while we were across the street getting dinner, two more cars came investigate. In the span of half an hour, there were four cars that drove to the store to see a closed sign taped to...

If I could give negative stars I would. I tried giving this place another chance but it’s literally always something with this place! It’s been awhile since I’ve ordered from here so today I figured I’d give it another chance.

Well, I can say the pizza was decent but the hot buffalo wings were barely covered. But let’s focus on the service. So, I ordered for curbside and clicked “I’m here” when I arrived. I waited the 2 minutes and no one came, so I went in. I tell the cashier that I had an order for curbside and she told me “you need to check in because it’s not showing you checked in.” I told her that I hit “I’m here” and waited for 2 min. She said, “well it’s not showing you claimed the order, you need to check in.” I went to my car to get my phone to show her what I said and she calls over someone else. He then goes on to tell me “I need to check in for the order because they weren’t notified.” Well, instead of constantly telling me to check in, why not just give me my order!? So I proceed to say, “well I’m here now, can I get my order?”

Like I understand computer malfunctions but why keep telling me to check in or claim the order when I’m standing in front of you telling you I already have and you can just give...