Domino's Pizza — Restaurant in South Bend

This is the worst experience I have ever had at a pizza joint. Let me start by saying that I used to manage a pizza place when I was in college. After a hard day of work I figured I would stop in & grab a carry-out & 2-litre on 8/7/15, head home & relax. I walked in & placed my order with a nice kid. There was also an old man there & a lady cop, both waiting for their carry-out. I was told by the kid that it would be about 10-15 minutes. Not a problem. I sat down & started playing a game on my phone. They called the old man, with a cane, & said his order was ready, but he still owed for the other pizza. He told them he only ordered 1 pizza. All the employees started calling for Shawn, I presume he was the manager. Shawn told him he had only paid for 1 of the 2 pizzas. The older man said, again, all he ordered was 1 pizza. After 5 minutes Shawn told the old man "it's your lucky day sir, 2 for the price of one." Old man took 2 pizzas & left. Next was the lady cop. They told her she did not pay yet when her order was ready. She told them they absolutely paid already. They all start calling for Shawn again. He came to the register & started searching the computer. She even showed them her receipt. Did not matter until Shawn found it in the system. He then told her she was right & that she did already pay. I am just shaking my head at this point. The young kid that took my order then called my name. We opened the box & there was no cheese on the pizza. I ordered a LG with Pep & Jalapenos and a 2-liter of Coke. Pretty simple. The kid started to apologize. I let him know that I understand, mistakes happen. I asked that they quickly make mine. The kid then yelled out REMAKE & then talked to Shawn about hurrying a remake for the my order they messed up. Someone else yelled out that a delivery was ready. The kid told me that Shawn was remaking my order & that it will be ready shortly. He then left for that delivery. Another 15 minutes go by & I am the only one in there, besides the workers. The kid comes back from his delivery & still sees me sitting there. I hear him asking who is making my pizza. Nobody spoke up. He then asked Shawn where my remake was. Shawn said he never made it. The kid started to yell at Shawn & that is when Shawn told him he better not yell at him. This is when I went off. I started in on Shawn. In the 35 minutes I was there, they messed up all 3 orders that were for carry out. Shawn wanted to argue with customers if he could not find something in the system. All 3 of us customers were in the right, Shawn was wrong. He never offered anything to make up for the trouble to the lady cop or me. I asked Shawn if they all were stoned or something. The time was 6pm est, I saw the tickets that were printing, they were not busy. Shawn was the worst employee I have ever run across. Plus he is a manager. The kid under him was in the right but Shawn wanted to yell at him. That kid was defending your customer, Shawn was not. I grew up next to the owner of the Granger, IN Dominos. Great guy & that is a quality Dominos. The Edison Rd Dominos is the worst customer experience I have ever had & I will be letting everyone know this. There is a Pizza Hut & Papa Johns right down the road people should be using over this place. I did drop an F-bomb on Shawn but that was after 40 minutes trying to get a simple LG 2 topping & coke. Someone needs to make this right. Until that happens. I will be everywhere making sure people are aware of this location not caring at all about it's customers. There were 3 of us in the place to get carry-out & Shawn messed up all 3 orders. That is a 100% fail rate. Glad to see corporate running commercials that they want to be the carry-out place too. I was glad to give my order to the Papa Johns down the road. Again, you have a kid in there that went to bat for the customer but Shawn made sure that does not happen. The worst. I did ask Shawn for his name. He has salt & pepper hair & wears...

NEVER EVER ORDER DELIVERY FROM THIS LOCATION.

We ordered our pizzas online at 7:15pm. The estimated delivery time was 44-54 minutes, so I expected that it wouldn't be around 8/8:15 that we would receive our order. At 7:28pm, the tracker said that "Dm" was doing the quality check. I thought, "Awesome, they are moving along quick tonight." Well was I in for a treat. Haha. In the end we did not get our pizzas until 9:45pm. That was TWO AND A HALF HOURS after we had ordered it, and an HOUR AND A HALF late. I was curious at this point because while we were waiting, I decided to call and see what the hold up was. I called five times and NO ANSWER. There was one time I held on for about 13 minutes and NO ONE answered. I called a different Dominos to try and get some sort of assistance because at this point I just wanted to get a refund and cancel the order. They answered within seconds of my calling, but unfortunately couldn't help me. The sad part was that the person I talked to said, "Yes, that location has bad customer service."

I don't consider myself an impatient person or someone that gets upset over small things like a late pizza delivery. I've worked retail before, and I understand that there are some things out of the employee's control. But not answering the phone is unacceptable and unprofessional. Not having accurate times listed for delivery is inexcusable. I would have been so appreciative of a phone call or an answer to my many phone calls so that I could at least get an update on our order. Had I received a phone call letting me know that our order was delayed, I would be singing a different tune right now.

If you would like to order from here, do carry out because you cannot rely on their delivery service.

It seems that I am not the only one who feels or has had these same experiences as me at this location. I see that the same automated answer has been given to each of these one star reviews. I hope that the chain that owns these specific Dominos will actually read these complaints and do more.

I am very unhappy and it could have been handled...

Placed an order online. Was quoted one hour and 10 minutes. Over 2 hours later, after watching my food sit in quality check on the tracker for over an hour, I called. Sat on hold for 15 minutes. Someone finally answers the phone, they literally pick up the line and say hello. I had to ask if it was Domino's. I then proceeded to explain my issue. The kid basically says yeah, well we only have 2 delivery drivers and it will basically get to me when it gets to me. I then asked if my food had been sitting on a warmer for over an hour. He said yes. I said that was unacceptable, I know what happens to food when it sits on a warmer for over an hour. He wanted to know what I wanted him to do about it because if he remakes it it will take another 2 plus hours. I told him I wanted a refund. I thn asked him for the general managers name. And he told me he was not allowed to give that out. FYI the managers name is in the app to call if you have any issues. I told him yes he absolutely will give me the general managers name. That is their job to handle customer issues. He then proceeded to tell me that she was busy doing other stuff and couldn't speak to me. Mind you, I ran a very large pizza restaurant for many years. The manager is never too busy to handle a customer complaint. No apology, nothing but a canceled order and attitude from an employee forced to do their job. And my kids hungry at 9pm because right now I can't cook dinner due to self isolation due to having COVID.

EDIT I did call to speak to Shay today, she was not in but the girl who answered the phone said the area manager happened to be there. He was very polite and apologetic for the way the situation was handled and replaced the order and made sure that our previous order...