Domino's Pizza — Restaurant in Sugar Land

Ordered online yesterday for pickup. I was notified on my app that my order was ready for pickup. I arrive and they can’t find my pizza. My name is on the order board as showing that it’s ready so I point that out to him. He looks and can’t find my pizza. I ask him to keep looking and to please bring it to my car when they find my pizza since I have my two young children (2 and 5 yrs in the car outside). They said they’d do that.

I wait in the parking lot for nearly ten minutes and finally head back inside to see what’s going on. The guy asks me my name again. Then he asks for my phone number. I give him all my info again. He looks confused. Clearly they were never looking for my pizza while I was waiting outside. He said the driver probably took my pizza. The phone rings. He stops mid discussion with me and answers the phone and proceeds to take the caller’s order while I’m left just standing there. I ask for someone else to help me with my order. Another guy comes up to the register and asks me my phone number again. Then he says the delivery guy took my pizza. The first guy ends his call and the two of them both just stand and stare at me and again repeat yeah the delivery guy took it.

I felt like I was in the Twilight zone. They just stood there and stared. Okay, so then what is the solution? They acted like this has never happened before. No big deal, it’s an honest and understandable mistake. I have to ask them what they can do. So one of them snaps out of their stupor and says they can make me another one. I said that’s fine. I’ll wait in the car with my kids. I ask them to bring my order to my car because of my kids. They said fine.

We wait ten minutes and the guy brings my order to my car with an annoyed look on his face. He was probably annoyed that he had to walk the fifteen feet to my car. He hands me my pizza and doesn’t apologize doesn’t say thank you, nothing and just walks away. That’s what really upset me. I had been waiting for over 30 minutes in the parking lot since I arrived with my kids. No one apologized for mixing up my order. I understand it’s a mistake but an apology would have helped. That’s when I told him that I need and apology or something. He just turns and ignores me and walks away. And with his back turned and walking away, says “I don’t know what happened,” which is not true, since he’s the one who told me inside that the driver took my pizza! That upset me even more. He wouldn’t even look at me and just kept walking away and I asked to speak to a manager. He just kept walking and with his back turned just points to the front door and says the managers in there.

I go back inside and ask to speak to a manager. The manager comes out and is fully aware of what happened already. Why he didn’t intervene sooner I don’t know. He apologizes and offers to refund my payment, which is a kind gesture but does not excuse the behavior of the employees there and how I was treated.

My kids were getting impatient and hungry and I was frustrated. All this for a $13...

If I could give 0 stars I would. I came here 10/29/2023 at 7:30pm for a pick up order. Staff was very rude and I felt as if I was discriminated against. The way I was treated was not as human. When I entered the store no one said a word to me at all but they all glanced when I entered the store, never acknowledged my existence at all. One guy was boxing pizzas so I thought maybe they’re just busy and he will speak to me after that. No ! He finished the pizzas he was doing and went to grab another ticket to continue grabbing more pizzas. After that I spoke up and said “no one sees me here?” One guy “ well I have a pizza ready I’m getting so.” No one else says a thing at all. Two minutes later another guy who initially saw me finally asked me for my order name etc. If my order wasn’t already paid for I really would’ve just left. As soon as I got my order and walked out I heard/saw the two guys in the front laughing. I’m not sure what the joke was but I’ve never felt more humiliated and embarrassed in my life..if the manager runs the cameras back he will see the story fit just as I told it. Which is why I gave my date and timestamp. It’s 2023 people,...

Haven't been to dominos in years. I redownloaded the app and got the special. The app kept asking for Xtra cheese with pop up screens and I said no. We only wanted a regular pizza, which was not what we got. When we told them that we wanted pepperoni the girl just looked at me and told me that they didn't have a manager on duty (mod). That only the mod was able to come up with a decision about changing the pizzas. And that if I used the app it was automatically a user error. I know that it wasn't their fault... It's the poopy app Domino's have. How I got cheese only is beyond me. They didn't add pepperoni or refunded my money. Went to Pizza Hut, told them what happened and they gave me a free pizza if I threw my Dominos away. What a sweet deal! Of course I did it!!! Money was never the problem... But the ability to make the customer happy through customer service and... A smile at least goes a long way. Oh, and I'm never coming back to Domino's.

Update: Manager's response to every negative review is to offer a 20%...