Domino's Pizza — Restaurant in Sugar Land

I swear i am not the type of person to do reviews , in this instance i will say do not order from this store for their customer service/food. I have always ordered from this location during the daytime I will say yall have the best thing and handle yall things with care but the night staff is pure LAZINESS. I have always placed an order online with a STORE coupon and if it doesn’t work online to place an order it tells me to call the store i have always called and they have always honored the coupon for me since their online ordering was down and i always ask beforehand if this coupon will be applied and they say yes. Its been 3 times already where i got a coupon for a free pizza and i ordered it online and they cancelled it twice. Online ordering was down so i called the store, he told me the coupon is good , made me do my whole order for him to say at the end he couldn’t do it even after i told him it was an store coupon and not an online one , from the tone of his voice i can tell he didn’t want to do it and proceeded to cut me off when i was explaining how the coupon has always been honored to me. Last night WAS THE WORST. I tried to order for an hour online for it to tell me “ Online orders are not accepted please contact store” I went on uber eats , still couldnt order , went to the website, still couldnt order also, i called customer service to order and they also said they cant do it from their end since they are not accepting orders and would have to be transferred to see if they would take it i said okay thats fine and the same dude That has been telling me “ No. “ is the same dude that answered i explained my situation calmly and once again he found the coupon and i told him its your store coupons 3 of them and i have ordered before once he seen what i wanted he kept telling me its online only and to go online and order it and i could hear the manager telling him what to say Once again calmly i said i tried online everything 5 minutes ago i called customer service which they told me the code isnt online and would be honored, i order here all the time with no problems and have always been honored. he continued to ignore me and said no i cant do it so i told him im basically at a dead end here and he said “ well you can just order online “ after constantly explaining to him NOTHING WORKED. I have worked for food services before for Gyro Republic and I know very well its either a system issue which should be honored OR you guys turned off the system for online orders , this is the 2nd time this has happened where everything is shut down and its the same guy and manager working who does this. They are lazy they dont want to make your food, whoever is scheduled on shift likes to turn off the online orders and make it hard for u and the guy on the phone hes no help he ignores everything you say and wants to get you off the phone quickly. will not be associating myself with this restaurant, i took my business to pizza hut. way better. Please Look into This establishment for the night Crew of 11/9/23-11/10/23 and yes it has happened to be 2 days in a row already with this same stuff...

Quite possibly the worst Dominos Pizza experience that I have ever had. On 9/19/18, I make an online order of a medium thin crust pizza with a 20 oz bottle of Coca-Cola, Dasani, and two cups of ranch dressing from my hotel, the Comfort Inn & Suites on 11050 Southwest Freeway. Mind you, I'm here on business from Dallas, and just get off of work late. I'm exhausted.

A few minutes later, I get a call from the Domino's store. A female employee mentions that they can't deliver to my hotel after 5 PM. Its already after 9 PM at this point, and I'm in my pajamas exhausted after a 13-hour workday. I ask why, and she indicates that the store has had problems delivering to the hotel. Baffled, I noted to her that this information isn't on the Domino's website for the store. I asked if the store can cancel my order, to which she indicates that it will take up to 48 hours or so for the bank to return the funds that I already spent online. No bueno.

I indicate that this is unacceptable, to which GM Josh Wright gets on the phone. Unapologetic, he says that my pizza will be ready in 10 minutes, and that I can come pick up it from the store. At this point, I'm upset. He then continues to reiterate what the female employee says, and notes that Dominos has no way of posting on their website that they can't deliver to certain areas or venues. I indicate to him that this is incorrect, to which he gets curt with me and notes that I can either pick the pizza up, or cancel the order.

Long story short, I drive 3.5 miles to the store to pick up my order. I explain to the female employee (very nice, wears glasses) that Dominos can ensure that there is a way to note online that deliveries cannot go to certain areas. I've seen this before in other areas of the country. Josh Wright was just flat out wrong in this case. The female employee is apologetic, and comps me my order. I realize at this point that there is no reason to be upset at her, so I ask for her district manager's info. All of this time, Josh Wright is nowhere to be found to assist her in clarifying this insane Dominos policy. Talk about an example of poor management tactics, which I'm sure started from the top with his district manager, Craig Hopson. Absolutely unprofessional.

What's interesting is that the Comfort Inn & Suites hotel manager noted that there are other local businesses such as Stone Baked Pizza, as well as Pizza King & Pasta that delivers to the hotel. Dominos is the only one that does not. While I don't have an issue with Dominos protecting their drivers by not delivering, I think that it is imperative that they disclose this information for online orders. Had I made a phone call, they would have said "Oh, we don't deliver to that hotel." After already debiting my account via the online order option, it was only after the fact that this Dominos location indicated that I'll have to pick the pizza up since they won't deliver to me under any circumstances, and then lie about not having the ability to make online changes (which they do).

Terrible....

Domino’s 11920 Diary Ashford Rd. Sugarland, Texas 77498

Dear Store Manager,

I am writing to express my profound gratitude and commend the exemplary actions of one of your team member/ manager, Mr. Bailey, during a challenging personal incident at your establishment last night October 30, 2025.

While attempting to place an order via your drive-through, was experiencing a significant drop in my blood sugar level, which severely impacted my ability to remain fully awake. Mr. Bailey, who was taking my order, promptly recognized my visible distress. Observing my condition and noting that the lobby was closed, he thoughtfully instructed me to pull around to the front entrance, offering to personally deliver my order to my vehicle.

His attentiveness and proactive care were truly remarkable. He immediately brought out a Lifesaver candy to help stabilize my blood sugar, demonstrating exceptional presence of mind. Throughout the unfolding situation, Mr. Bailey consistently returned to my car to check on my well-being, exhibiting genuine concern. He went above and beyond by offering to arrange for a driver to take me home or assist me in contacting someone for pickup, prioritizing my safety above all else. Furthermore, he conducted a follow-up call to ensure my safe arrival home, solidifying his deep commitment to customer welfare.

Mr. Bailey's conduct was utterly professional, compassionate, observant, and deeply concerned for my health and safety – a level of dedication and personal responsibility I have rarely encountered in customer service. His extraordinary actions undoubtedly played a crucial role in ensuring my safe return home.

I firmly believe that Mr. Bailey's exceptional kindness and outstanding service deserve significant recognition within your organization. Employees of his caliber are invaluable.

As a side note, the large pizza with pepperoni, bacon, and pineapple was excellent, maintaining your usual high standards.

Thank you for fostering an environment where such dedicated and caring individuals can provide such exemplary...