Domino's Pizza — Restaurant in New Hope

I have never written a review for a restaurant... ever... That said, this place really has used up any faith I have in the brand. I have had plenty of poor experiences with this location in the 4 years I have lived by it: cold pizza, incorrect sides, incorrect/missing sauces, incorrect toppings, poor customer service, etc... I am not the kind of person to assume the incompetence of others; I have worked in both the service industry and retail and I understand that mistakes are made due to the nature of the business (busy, new staff/short staffed/no management, etc.). However, my last two experiences have forced me to write something pertaining to this horrible location.

The last time I ordered from this location, I accidentally typed the incorrect phone number in... The address and apartment number were completely correct so there really shouldn’t have been any problem. I tried to call the store to change the phone number since there is no way to do so online (totally my mistake and I understand that). No one answered the phone after I tried calling multiple times so at a certain point I gave up. Instead, I watched the progress bar so that I would know when it was leaving the store... I figured since I lived 2 blocks away I could be waiting outside to be polite. I stood in the entry way of my apartment building for more than 10 minutes after it said it was on the way and eventually saw the delivery car drive up. I stood in the entry way to wait for the driver to walk up to the building and, instead of ever leaving the car, he just sat in there. Upon realizing that he was probably trying to call the incorrect phone number, I walked outside (in full view of the driver, in a well-lit entryway) and tried to wave at him to show I was waiting for him... Instead he just pulled away without ever looking up, let alone stepping a foot out of the car. I called the store again and someone eventually answered... I stood outside again and the driver eventually came back 10 minutes afterwards and was obviously trying to call the same incorrect phone number again. I had to walk all of the way up to his car to get his attention as he was on his phone. I apologized for the confusion (even though he shouldn’t have been so lazy as to never leave his car both times) and the response I received was, ”You’re lucky I am a nice guy. Most drivers wouldn’t have come back.” I didn’t even know what to say to him, let alone I am not the type of person to flip out at someone for being a worthless human being. I let it go and just assumed it was just another terrible experience from this location.

Well, tonight I tried to order from this location again over a month later. It was rather late on a Thursday (midnight) and the store closes at 1 AM. I was just looking for somewhere that was still open since I was too lazy to do dishes/cook. Originally I was just trying to place an order for pickup but the store’s pickup hours end at 11 PM, so I placed an online delivery order instead. The order was received by Adam and was “being prepped” by 12:08, and that was as far as the progress bar ever went. I tried calling the store 45 minutes later and no one answered... I tried again after an hour: nothing. At this point it was beyond close so I was sitting on hold for more than 25 minutes. While I was on hold and since I only live 2 blocks away (keep in mind I only ordered delivery because they closed pickup at 11 PM and it is snowy and cold in MN now), I decided to walk down there. I walked the 2 blocks and saw at least one employee still in the store actively ignoring my call that was still on hold (I could hear it ringing). I hung up and dialed again. The phone rang again and he still actively ignored it again, not realizing that I was standing right outside of the door. If they couldn’t take my order then call.

Every time I am personally in the store it is a bunch of teens on their phones and not working. I could forgive that if I wasn’t the only one in the store and am waiting more than 30 seconds for one of them to even acknowledge my...

I normally order from the new hope location 2-3 times a month due to me living across the street and having kids that loves pizza. Anyways, I placed an order 08/11/19 @ 12:49 online I called to give special instructions on how I would like my order to be made it was confirmed. I called back at 1:40am to check my order status I was told they were short staff and is running behind on delivery I responded that's fine I'll wait since the money has been drafted out of my account already I called back an hour later to check the status since I knew the store was closing at 3am I was told the manager canceled my order I asked why didn't they call me I been waiting almost 3hrs for nothing asked whom I was speaking too I was told Connor I asked who was the manager and why did he cancel my order after I already paid and was told it will be delivered the manager at the time was Quincy he stated he didn't know why and hung up on me then I went into the store the next morning spoke with the store manager Danielle she stated I will be refunded within 3-5 days it has been 11days still no refund called Friday 08/16/19 spoke with James another manager he took all of my card info promised to call me back which he didn't. I called back this morning spoke with Ronnie another manager she stated she couldn't assist me she will text Danielle still haven't been contacted $23.60 may not be a lot to some people but it was the principal that I wasn't even contacted to be aware my order was canceled I have been getting run around since my first call I will never use my card again...

I order delivery from here every once in a while, and it's almost always super fast, fresh, and awesome. The staff were super friendly when I stopped in tonight for a pick up order, and they were very gracious and helped correct a small issue by remaking my pizza (on topping was missing, so I came back and they helped me out). Much appreciated, and keep up the excellent work.

Edit: Once again I had a fantastic experience, Anthony (I believe) helped make things right. I always order the same thing, and often go to pick it up. The place was super busy around 4:45pm, probably the beginning of the Saturday night dinner rush. They had tons of pizzas on the shelf ready to be picked up, and were cranking out as much as they could. I rolled in right when my pizza was coming out of the oven, though I didn't know it was mine, and the employees didn't know either at this point. It came out a little over-done or too crispy on the edges, and Anthony saw it, decided it wasn't good enough, and asked the other employee on prep to remake it. I paid, and hung out for probably only 5 - 10 minutes as the new pizza cooked, at this point figuring out that it was mine as they were talking to each other about the toppings. Anthony was apologetic and professional, and offered an extra set of cinna-sticks for the inconvenience, which was more than enough. I'm very appreciative of that kind of attention to quality, and care that goes into making sure what the store makes is top notch. The pizza...