Domino's Pizza — Restaurant in Raleigh

I used to order from this Dominos frequently, as it's one of my favorite pizza franchises, but this particular location has some issues that need to be fixed, particularly management and how they handle complaints.

The last time my husband and I ordered from here was for a delivery; keep in mind, we automatically tip 20% when we order delivery. We ordered a pizza, cheesy bread, and the 5-cheese dip and bread twists. A few times before this incident, our food was arriving 2-3 hours after ordering, so we were prepared to wait.

When the food arrived, we only received the pizza and cheesy bread; no bread twists or cheese dip. The receipt on the pizza box said they only charged $26 and some change; however, based on my credit card statement, we were charged for all three items, which came out to around $40 and some change. My husband called the store and told the employee that answered that we were overcharged because we didn't receive all of our food, and he was put on-hold for 45 minutes. We waited...

When someone finally got back to us, my husband explained again that we were overcharged. He was transferred to the manager-on-duty who asked for a credit card statement proving that we were overcharged. After we sent it to him, communication just stalled, and my husband was told that we were only charged the lower amount. When my husband started explaining that we had proof that we were charged the higher amount, the manager started interrupting him and telling him that he was being impolite and rude. Every time my husband would start talking again, the manager would just talk over him and tell him he was being ridiculous.

Eventually, the manager hung up on him, and every time we tried calling back, it rang with no one picking up, presumably ignoring us. We tried calling Dominos' corporate line, and they told us there was nothing they could do and that the franchise owner would need to deal with it.

We finally got through to someone at the location, and we asked for the owner's information. We did get in touch with the owner, who told us he'd send us a check for the amount that we were overcharged, and he asked for our address so he could send it. Of course, we never got the check, and I imagine we were put on a "do-not-deliver-to" list for this location.

Frankly, I'm fine with that; I'd rather patronize a place that actually delivers all the food we order on-time, anyway. Nowadays, we just order from the local Pizza Hut; they always deliver on-time, we tip them 20%, and the food is always good. The only reasons I gave Domino's one star are because: 1) I can't give them zero stars, and 2) their pizza is good and I miss it. If I go out of town and crave pizza, I'll usually order Domino's, but this location is on a "do-not-order-from"...

Subject: Complaint Regarding My Order at Domino’s Brier Creek

Dear Domino’s Brier Creek Management Team and/or Corporate Offices,

I am writing to express my extreme disappointment with the customer service and food quality I experienced at your Brier Creek location tonight with my recent emergency pizza order. Unfortunately, this location has repeatedly fallen short with delayed orders, unprepared food, and poor staff interactions. Tonight was no exception.

After a long, exhausting week, I used my emergency pizza reward, hoping for a reliable and comforting meal. However, the experience was frustrating and unacceptable:

Lack of Notification: I was not notified via the app or text that my order was ready, forcing me to walk in and ask the staff. Unhelpful Staff: After asking two associates of about 9/10 staff on hand, no one could initially locate my pizza. I was eventually pointed to a red receptacle with a flap, rather than being properly assisted or shown where my pizza was. Cold Pizza and Incorrect Toppings: When I retrieved my pizza, it was immediately cold. I had ordered extra cheese blend, but the cheese was sparse and definitely not “extra.” Poor Quality and Presentation: The pizza was poorly cut, and when I tried to pull it apart, after roughly tugging, it ripped into shreds. I have attached photos as evidence to show the lack of care, cold temperature, insufficient cheese, and how the pizza tore apart.

It feels as though the quality and service are neglected when these “emergency” pizzas are free, which is unacceptable. I also had to waste my time and gas driving in dangerous black ice conditions to collect such a poorly made pizza.

I ended up throwing the entire pizza in the trash b/c that’s what it was. Trash. And that’s where it belonged because it also tasted awful.

This is not an isolated issue. My boyfriend had a similar experience at this same location a few weeks ago, and my mom encountered issues at another nearby Domino’s last month. I am appalled by the consistent lack of care and poor service, and I believe immediate action is necessary.

I am requesting a prompt response from a manager, owner/operator, general manager, or district manager to address this issue. I’ve also submitted a complaint to your corporate offices. I would like either a fresh replacement pizza of my choice or compensation in the form of a gift card for the inconvenience and expense caused by this situation.

Thank you for addressing this matter urgently. CASE ID:...

I have dealt with this dominoes for a long time! I love this dominos. Although, this time was the last time. I have never complained about my pizza. My history can confirm. I am a manager as well for a restaurant, but no matter how bad the employees were I have never argued with a customer. I called the store after my incident of receiving cold pizza with a dented box left outside. I even checked the tracker, I thought the gentleman was lost! I sat in my living room like always to wait for a knock; no other driver has ever had an issue with me not answering the door. The manager on duty of 12/8/2023 decided to argue with me after expressing myself and the issue that I had. I honestly couldn’t be mad with the driver. The gentleman even stated maybe I didn’t knock hard enough, but it’s unsafe for him to be outside for to long. ( Respectfully, for his safety I agree even in a nice neighborhood) This gentleman and I were on a very communicative stage! He was such an amazing person and apologetic. I applaud him for doing and saying the right thing.(Accountibility) The first and initial problem that I had the gentleman ( non driver) proceeded to give me push back. Without arguing with him he consistently told me how wrong I was and when I continued to stick to my story he hung up in my face! I never cursed nor used profanity. The second time I called I was placed on hold for 12 minutes and 36 seconds.( screenshot to prove) At that point I felt as though he wanted to avoid me. I finally hung up and called again finally received my driver. Truthfully, he should be a manager. Even though I was so upset he was sweet enough to stand strong and make things right. I refused so many times and proposed to talk to either corporate or a general manager; he stood his ground and apologized over and over! I am so proud of him and his code of ethics. He had a belief to make sure that the customer was satisfied. I am so disappointed in this location and the customer service as a consistent customer. I was offered a credit for the mishap from my driver that I finally accepted because he was so genuine, but I will no longer be ordering from you...