Domino's Pizza — Restaurant in Springfield

I have been shorted twice on the powdered sugar glaze on the cinnamon twists. The first time it happened was April or May of 2020. We ate our dinner, but had no room for the dessert right then. About midnite, we wanted a snack. Imagine my surprise and disappointment when I found NO glaze. They don't taste good without the glaze. Because it was too late, I couldn't call. The next day, they were hard as a rock and I tossed them. The second time it happened, it was early enough when I realized it so I just called them and they delivered it. They also apologized for the error and I told him about the order I couldn't eat. I just checked my records and found 24 orders from Dominos, most of them delivered to my home. THe person I spoke to said the next time I wanted to pick it up or order from them, I would get a replacement order of cinnamon twists. Tonight, I decided to go ahead and get the twists, but I had to order my food online, then call the store to tell them I wanted my free cinnamon twists now. The clerk flat refused, said she sees nothing on my "account" about cinnamon twists. Well, then it's an oversight. There are 22 orders on my history, so I am guessing that is my "account." She was flippant and seemed to take pleasure in telling me, "NOPE, no mention of a credit." I said "you're kidding me, well, in that case, cancel my order." She said "Okay" and hung up. My money can buy better service and food elsewhere. The only other problem I've had was a couple of months ago, an order of bread bites was delivered along with pastas and pizzas, but someone didn't put any parmesan cheese or butter/oil on it. It has a sprinkling of garlic salt, and they were totally bland, and we ended up tossing those too. That was one of the many orders I've bought from Dominos. I counted 22 orders on my history. Some of the orders are $47.94, not cheap food, so I expect it to be good. It is good if it's done right. Another time, we got a half order of pasta carbonara, instead of a full order that we'd paid for. My husband got the normal one and I took the small one. I called them and asked them if they measure the food, because there was such a big difference in the sizes. He said "we sometimes get real busy and don't measure, so sorry. I have never asked for a refund, or a credit, but was OFFERED it because of the cinnamon twists. So the food service there is hit and miss. Sometimes, when done right, the pasta is excellent, and other times, very dry, very little sauce on the Carbonara. When it's good it's very good. and when it's bad, it enough for me to take a month break and start getting my food elsewhere. Now with Covid, I like home delivery but because of the mistakes on my orders, I have had to drive there the last couple of times. The employee needs training and to learn how to respectfully check into a customer's issue, not just blow them off. Her attitude is why I will not eat at Dominos anymore. But you still owe me for the twists. Update: manager called me after seeing my complaint but I missed the call. She and I played phone tag back and forth, but we never connected. Last week I ordered again, first time since I was shorted. I took the chance and ordered the cinnamon twists too. The delivery guy let me make sure the order was complete but the glaze was missing AGAIN. He returned shortly with the missing cup of powdered sugar frosting, but if I hadn’t checked, it would have been the same as last time since that was not eaten right away, and Domino’s was closed by the time I would have discovered it. Put the glaze inside the box so it won’t be forgotten. The food is great, especially the...

Earlier this week I ordered for pick up at the window. This is my preferred way to get pizza from doninos. The drive-up window always shows some deals that are not on the app one being 2 20oz cokes for 2.99. Asked to add them to my order (which i have done many times) the girl at the window said whe can't give me that deal unless I verbalize the deal I am referencing. "I'll give it to you this time since I saw you looking at the addition we placed in the windiw but you have to specify the deal for us to give it to you in the future". Not a big deal there but wierd. Ordered again last night. App said checking to make sure it's perfect. 7:21pm. I never rush to get down there so I pulled into the drive-up window at 7:35 pm. No one came to the window until 7:40pm even though I could see them and they were avoiding looking in the window direction. Finally comes to the window I tell him the name on the order Ryan. Starts to bring "my order" to the window. I stop then and say that's not mine. I guess this one was for a customer named Bryan.. no big deal. Then he says oh yours is just coming out. I inform him the app said my food was being final inspected at 7:21pm. He says sometimes the app is wrong. I wait the couple minutes and they proceed to bring me the wrong order again. They finally figure out that they gave my food to someone else. They tell me they are gonna remake it straight away and that it will be 10 mins. I pull around d to the parking in front of the store and wait. 10 mins go by and nothing so I wait another 10 mins, nothing., pull back around through the pick up window. They have my order ready. Different guy at the window this time. I was told before I parked in front it would be complimentary. He knows nothing and says he needs to get a manager. (The order was for just 2 pizzas and totaled $16, so I'm not asking for something crazy for my inconvenience). Manager comes tells me he can give me 50% off. I stand on principal and say no it should be free you guys messed up not me. Him "I cant give it away for free" Me "You gave my order to someone else for free" Him "no they paid for their order" Me "They didn't pay for mine" we went back and forth like this for a minute. Mind you at this point I am not being nice (i am cussing at him a lot, just want to be homest). This whole time my 4 year old is screaming off and on in the backseat (parents understand). The money wasn't my issue it was thier mistake not mine and I had to suffer waiting for them to fix it while they gaslight me about how it's because they are busy. Maybe you wouldn't be so busy if you did your job right the first time. I use the app so I know when it is ready and I xan just pick it up. The owner must be a...

edit 3: Keeps getting better and better. They decided to keep my money on the order I canceled because they didnt even bother starting my order for at least an hour before calling them to cancel it. These people are something else. Stay far away from this location.

edit 2: Due to the power outage and losing all my food I gave them one MORE chance. Nope...Took 2 orders for them to start screwing up. Pizzas are half cut, my last order wasn't even past the prep stage an hour after ordering. My lord this location is the worst pizza joint I have ever seen. 3 chances and they still SCREWED IT UP. Thanks for reminding me why I stopped ordering here....Never again. Its laughable you act like we are the jerks when we call asking where are order is when you do not even bother telling people their orders are going to be late.

edit: decided to give them one more go and I should not have. I literally make the same order every time I get food. They get my order wrong, charge me 30 bucks for 1 medium pizza, then gave me a huge attitude when I asked about it. A good place would know their clients, especially regulars. Its the basis of good customer service...

Do you not call people and ask if they made the correct order? 30 bucks for a medium? That didnt raise any flags AT ALL to you? If a place cant remember who you are after years of faithful patronage with no complaints, they dont deserve your business in the future. Management lost at least a 1000 dollars a month of orders from my various employees over a 30 dollar order. Well done.

Even the driver wondered about the price when he delivered it and asked me about it.....Seriously....Has that happened to anyone reading this before? Didn't think so...

Started going to another place and they greet me like a friend they have known for 30 years and even knew my order before making it....Its not that hard to do such a thing...I wont name them because thats not who i am but this place can seriously learn a lesson from people...