Domino's Pizza — Restaurant in North Carolina

The absolute worst, confrontational, unacceptable experience that I have ever had. I called and placed a delivery order at 4:33pm and was told by a very nice man named John that the order should be 30-45 minutes. I called back and spoke to another very pleasant man at 5:34 and he explained our driver is seconds away. At 5:52 no order so I called back and was immediately placed on hold for four minutes. John came on the line and I state that I will need to know where the driver is since I have two young children to feed. I was placed on hold for another three minutes when a so called “manager” name Aaron came on the phone. Aaron explained that the driver is on his way and I explained that I was aware of that and that same thing was told to me for over 30 minutes. I told Aaron that in the website under guarantee and states if you are not satisfied Dominos will make it right or refund. Aaron said that he was trying to make it right by telling me that the driver is on his way and they are doing the best they can. I state that I understood but giving me an estimated time would be the best. Aaron continued to argue and said that he will just cancel the delivery and refund our money. I said “are you freaking kidding me” and handed the phone to my husband. Aaron hung up on my very patient husband. I called back and Aaron explains that he will not be degraded and spoken to in that way and hung up on me again!!

Let me be very clear I NEVER degraded Aaron and I called back to ask for a receipt. I than get a call back from dominos and had my husband answer it because at this point I am so confused and I truly have no idea how a simple call to get an estimated time would be cancelling my families dinner without notifying me of the refund process. Aaron actually calls our number back and my husband answered it and Aaron states that the pizza was delivered “a while ago and must have been to the wrong house. I guess everyone makes human error and the refund will be 5-7 business days and will go back on our card.” He literally told my husband that we are not welcome in the store to get the receipt.

I have never been this shocked and confused in my entire life that a carry out pizza delivery can go this way. We live in a 1/2 million dollar house and both work in corporate America. This is NOT customer service. Aaron was extremely argumentative and confrontational.

I have emailed corporate. I have left a voicemail with the office of the president. This is absolutely unacceptable and should have NEVER escalated as...

Ordered 3 pizzas and was given a 20 estimated minute ready time. Drove up for carry out, and no one was working in the kitchen. There was a staff issue where an employee had a short drawer, and management was making her pay out of pocket. They also sent her home, but the manager was just sitting at their computer while the delivery driver just stood there, not knowing what to do. After I waited 10-20 minutes, employees finally came out and started making pizzas. I had to wait an additional hour, while they dug out from their backlog of delivery orders. No one apologized for the wait, offered to make it better, or even tried to expedite my order as I was the only one sitting there. I tried to get help afterwards through the Domino's customer service chatbot, which did nothing. Then I called customer service line, and the representative told me the manager or owner would call me to make it right, but that also never happened. Called the store directly to get a refund, was on hold twice, totaling 65 minutes, but someone did help me an said I would receive a refund in next 3 business days. They were nice about it, and I wonder where this level of service was for everything that came before it. Will never order from here again as I cannot trust that it won't happen again, from reading the other...

EDIT

Under new leadership and the last few months everything has been top notch from this location 👌

This location is completely lost, and out of control. The lack of any leadership and professionalism is astounding. We have been loyal customers for 5 years of this location and have seen the growing pains of a new store, and the ups and downs of quality or delivery times and all things considered have been very understanding. As a 25 year veteran of the culinary service industry I am extremely patient, and understanding of staffing, and operational struggles. However the last few months at this location have been unbelievable, and I don't understand how you expect to stay open with such poor customer service and lack of respect for the community which you've franchised a location within.

We've had orders show up incomplete, or not at all, take in excess of 5 hours to be delivered, canceled after over an hour of order being placed while family waiting on dinner, wrong orders being delivered without any replacement and being told it be over 4 hours to remake and then put on hold to speak to manager to be hung up on every day since the 28th of September.

This is unacceptable, I'd venture to say we're one of your biggest customers and...