Domino's Pizza — Restaurant in St. Louis

I really didn't want to have to make this post, but as a former Domino's employee and delivery driver that was once proud of working for this brand, I felt that I needed to speak up. I have been frequenting this particular Domino's for over a year now and have been ordering takeout from here once or twice a week (or more) for myself and my friends. For fast food pizza and sandwiches, you really can't do much better for the price. That said, lately the customer service at this location has been horrific..

On Friday I ordered specialty chicken, sandwiches, and a carryout pizza which was supposed to have extra pepperoni. When I got home, I realized that the pizza was missing pepperoni entirely. I called the store to let them know and before I could explain who I was the employee on the line reacted as if he already knew they had sent out an incorrect order. I was told I needed to come back. When I asked for a credit or refund since I was unable to come back (I had started drinking), I was told there was nothing they could do for me unless I came back with the pizza and only then would they start making me a new one. I protested and was hung up on. I called back again and asked to speak to a manager. The person on the phone said he was the manager (which I knew to be false) and was told that if I had any complaints, I would have to speak to corporate about them. I asked for the corporate number and was given a phony number to an insurance company. When I called the number I couldn't believe my ears...

That night I reached out to Domino's corporate customer service via email and described this situation in even more detail than I am doing here. I asked for a phone call so I could explain that this was the worst of a string of bad experiences, but clearly they couldn't be bothered and sent me an email instead. I am attaching their response to this post to illustrate how little Domino's cares.

Domino's - I proudly worked for you and admired the direction your company was headed. I was trained that we were supposed to WOW your customers:

1. Take responsibility and apologize. 2.) Give them what they want (correct pizza or full refund) 3.) Give them something extra (Like a free bread side or cold drink)

After reading your email, I understand that this is clearly no longer your policy. Today you have lost a would-be lifetime customer, who has already spent thousands of dollars at your restaurants. I would have spent many thousands more, but you lost me for a couple bucks of pepperoni. I hope it was worth it - you will never see another...

Web-based ordering was not clear (e.g., how to select sauce with an order of wings without ADDING sauce for additional charge). Web site ordering let me choose delivery time - any time after 7:15 (in this case), so I chose 7:30. (My order was entered at 6:24.) Web site order status said my pizza and been "quality checked" around 7:20. It never transitioned to "out for delivery." At 8:05-ish, I called the store to inquire about the status. The manager said my pizza was ready and waiting for driver, but they didn't know where the drivers were/when they would be available. Etc, etc. All kinds of excuses why I should not expect my pizza as promised. (ALSO - my pizza had been sitting there for 45 mins = stale pizza would have been delivered if a driver ever bothered to show.) The manager also said their policy is that delivery allowance is three hours (!). I replied that the website let me pick a time - and did not require a three hour span of time. He said "that was the Domino's website - has nothing to do with what's happening in that store." I said Domino's offered a service to me that promised a delivery at 7:30 - well inside of three hours. Etc, etc. All kinds of excuses why I should not expect my pizza as promised. He offered what he called a "compromise" - he could cancel the order. To which I asked if that was how they treated their customers/potential repeat customers. I said canceling my order just leaves me without a pizza after 1 hr 45 min after having placed my order. Exasperated and knowing that customer service doesn't exist at this location, I canceled. I will never order from...

This piece of crap of a store gets no stars from me if I had an option. I made a purchase and when the driver arrive, he called and asked for clarification for the apartment. I stated I'm sick and the children would come out to meet him. He then stated he would leave my food on a neighbor car across the street. I stated that's unsanitary. He stated that he would leave it on another vehicle belonging to another neighbor. I questioned that statement and made a very rude statement using profanity.

I then disconnected the call. I called the store to speak with the manager. I explained the same thing to her. She stated that they cant deliver in alleways, back of buildings etc. That info is not listed on the website and I gave the address clearly. She asked do I know what neighborhood that I live in?

I asked for the corporate managers information and she hung up in my face. I've lived over in this neighborhood for 16 years. I've stopped patronizing this location for years because of it's unprofessionalism and rude behaviors of the staff. Also, due to previous condiditions of the space. I finally decide to give them a try again and this is what I receive.

I even called the number back and to see if we were disconnected by accident. Someone picked up the phone and without saying anything placed me on hold without saying. There is no mention of my funds being refunded or anything. This is so unprofessional. I see why the driver was foolish in his actions, the manager doesn't set the bar high at all with her...