Domino's Pizza — Restaurant in Rochester

Our order was placed online at 4:11. the delivery time was estimated at 41-55 minutes. The tracking said our driver left at 4:24 and we live less than 5 minutes away from the Rochester location. We waited until 5:20 and called to find out what was happening. My boyfriend used my phone to call and the first thing he was told was that because it wasn't me who called on my phone, they didn't know what our order was. Afterwards they asked for the address. I've worked customer service, that should've been the first thing they asked. after finding our order we were told that a driver with our order had left 17 minutes ago (keep in mind were less than 5 minutes away and pretty much a straight shot) then I was snarkily told to have a nice day and hung up on I didn't even get a chance to say "thank you, you too" or anything. There was no "anything else I can do for you?" nothing. it is now 6:30, over 2 hours since the original delivery from the tracking and we have STILL yet to receive our pizza. Literally a medium pizza with pepperoni, onions and peppers on half. not that complex. As I said, I've worked customer service, you ask important questions first "hi how can I help you" we haven't gotten our pizza "okay whats the address so I can locate your order?"... "I hope that clarifies everything for you/ anything else I can do for you?" That's how a proper conversation should be with ANY customer. Not giving snark and hanging up unexpectedly

NOTE: I’m fairly certain we were not talking with the manager. UPDATE: I called again and was given the manager. The manager was very kind and offered to make it again on the house and give us a cinnamon twist for our (2hour long) inconvenience.

UPDATE: it is now 8:00 and we FINALLY received our pizza! And it’s wrong! So now I have waited 3 and a half hours for pizza that I have to pick apart because there’s mushrooms on the...

My ENTIRE order, showed up to our house tonight, SOAKED in butter/garlic/parm that leaked out of the parmesan bites and all over the other boxes and actually penetrated the pizza box and SOAKED the entire bottom of the one pizza, in garlic parm butter. To boot, the bottom of the other pizza box, was crushed in. I'm pretty upset that the last 3 or 4 orders I've had from you guys, I've had issues with. I don't know what is going on at your store, but I've been ordering from y'all, for the last 4 years that I've lived here, and over the last couple months, I've seen a drastic decline in customer service, food quality, and overall performance from your store. Mike at the store and Meredith the delivery guy, are stellar employees from what I know of them, and from a customer's perspective. Meredith has gone WAY above and far beyond in helping me when he delivers our food. I'm handicapped and he noticed two garbage bags on my porch, that needed to go down to our outdoor garbage cans and he more than willingly and graciously offered to take them down for me. When I walked with my walker, he would hold my door open for me and he has even come inside to place the food on the counter for me sometimes, after my spine surgery. Michael has ALWAYS corrected any issues that I have had in the past right away and has been extremely courteous and understanding of any problems that I've reported. In a nut shell, I'm beginning to be quite unsatisfied in general with this location. Michael and Meredith are honestly the only two reasons I've continued to order from your store. Thank you for your time in reading this. I just hope that someone actually reads this and I didn't type it all for nothing. I also hope these issues don't just get "Swept under the rug." ...

Just trying to relay some information from my recent experience with my local Domino's. The tracker said my order was complete right when I arrived at store for pickup. I walk inside and was asked what my order name is, and they tell me it's still coming out of the oven. 5 minutes waiting in the store for a delivery driver to bring the order over. Found the sandwich wasn't sliced, neither was the stuffed breadsticks. Made it difficult to eat without being at home with our own knives to cut things up ourselves. The pizza was cut so that's good at least. Just seems like quality goes down the tube in exchange for speed. And that speed is also artificial as I'm sure I'm not the only customer that's told on the tracker their food is ready and has been quality checked when clearly the order hasn't been. Mainly relaying this bothersome trend I've seen lately with this location. But additionally, if this trend is directly related to corporate expectations for faster speed when there's a limit to how fast they can literally make and cook food properly, then corporate needs to restructure how they measure their production metrics for their staff, because saying its done when it's not and not checking quality is the only way for staff to please that type of corporate strategy. If its not done, don't say its done. So overall, unusually unpleasant experience with...