Domino's Pizza — Restaurant in Texas

Easily one of the worst customer service experiences of my life. I placed an online order for delivery with an estimated wait of 27-35 mins. Patiently waited until well over an hour had passed. Called store for the first time. The Employee who answered put me on hold to find out where my order was at. When he came back he said, “we’ll remake your order” with no explanation about where my original order was at. When I asked, he said I would need to talk to a manager and then he hung up on me. Called back a second time and got the manager on the phone. I wish I could tell you his name, but he refused to give it to me. The store manager is incredibly unprofessional and extremely immature. The conversation started with a lecture informing me that the Dominos app is not reliable when it comes to wait times or tracking orders. Next he suggested they could remake my order, but it would be quite awhile before they could deliver it. This led him to tell me my family would be better off to get food somewhere else considering they were busy. This did not sit right with me which prompted me to ask for the manager’s name. He informed me he is not required to give out his name. I asked if there was a store operator or owner’s info he could share with me to which he answered, “I am the manager.” From this point, he replied to every additional question I asked with “I am the manager” while he chuckled under his breath before hanging up on me a second time. I hope the store owner reads these reviews and takes them seriously. If I owned this store, I would be firing this store manager as soon as I could. I just hope my money was refunded which was part of my ask since we were now nearly 1 1/2 hours into this debacle. Pathetic...

In the last week, I have ordered “future” orders twice - once for a sleepover, and once for Pizza Wednesday at my house. BOTH times, the experiences were TERRIBLE. Friday night, I ordered pizza around 5:30 to be picked up at 7:15. I walk into dominos at 7:20 with three 9 year old boys only to be told that the order was “lost.” (We later saw them empty it out of the top of the oven burned to a crisp.) They didn’t offer to remake it until I asked “so what do we do?” Then we got to wait in the lobby for an additional 20 minutes while they remade the entire order - something I was trying to avoid with so many kiddos. Tonight, I placed a “future” order for delivery around 5 PM to be delivered at 6:15. I got the notification at 6:02 the driver had left the shop and was heading over. However, around 6:45 I got a notification the pizza was delivered (I know we have trains in the area that sometimes stop on the tracks so I was trying to give a little grace). After I got the notification the order was delivered, I promptly called the store and yet again was given no solution or reasoning as to why the order was not delivered. I asked how long for them to remake the order and get it delivered to my family, which I was told would be 25 minutes. The order still did not arrive until 7:30 and the only person who offered any condolences for the lack of communication or the situation was the driver, Christine, who was not at fault. I think this “future” order service is great, but if you cannot deliver on actually accommodating this then maybe it is something you would be better off not offering as this service has failed me multiple times in the last week. Sincerely disappointed, I wouldn’t think this should...

JEREMIAH is a sad individual. The delivery driver had been out since 12:12 pm and it was 1:45 pm and I was genuinely calling to find out if the driver was ok and his exact words were "you can call her" I asked for someone else to talk to and he said he was the only one there. The fact he couldn't reach out to his delivery driver to check on her is absurd. Would not work for a place as such. We even called to confirm our order would be delivered by 1 pm at 11 am and he assured us it would and we did not get the order until after 2 pm. Domino's excuse was they are short staffed which is not an excuse.. As an employee you have to be able to problem solve so maybe if you are so short staffed you should do carry out only instead of lying. You are better off going to ANY OTHER PIZZA PLACE THAN DOMINOS! written by Abby Saucedo

UPDATE-- Dominos brought us our order. We got it at 2:45 pm. One of the pizzas wasn't cut, no asiago or extra pepperoni on one and very little toppings on the other pizza. Brownies were great! I hope the manager reads this review. Set your employees up for success, not failure. Today wasn't an example of that. If there is an astronomical mess up like ours was--allow the shift lead and employees to make it right with the customer without getting in trouble. Customers are always right and you need them to keep coming back. Had they not made it right today--we would not come back. Our business gets pizza from ya'll all the time....so they did the right thing. Thank you for stepping up Jeremiah & Penny. written...