Domino's Pizza — Restaurant in Virginia Beach

I would like to report how I was just treated around 12:00 pm today at the Domino's located at 368 Newtown Road Virginia Beach VA 23462 (Store # 4215). I came in today because I was on the phone for about 48 minutes waiting to speak to someone. No one ever answered, so I then got into my van to inquire about a refund for an order that was not received last night. When I walked into the store a Caucasian woman with blonde hair and dark roots was in the oven area and came to the front. She asked how she could help me, I asked her was there something wrong with the phone. I told her I've been on the phone for over 45 minutes waiting for someone to pick up. She told me, that doesn't sound too smart, waiting for over 45 minutes, and that she would not have done that. I asked about information to complain, she told me she didn't have that information and to go online to do it. I asked about my order from last night and she told me, she can't help me with that. She then went to the office looking for the customer service number, couldn’t find it and told me she’d have to get it online like she told me to do before. Another member of the team then came in and she pawned me off on him. He took my name and number down and stated he would have Brandon call me. I asked the previous representative where Brandon was and she said, she thinks he’ll be in later today and didn’t offer to take a message or anything. I think I am most upset at being called dumb because I waited on the line for over 45 minutes as the message on the line asked me to do. Then when I get there, she told me the phone is working see, she turned it around and I saw my number on the phone. The call was still waiting where no one had bothered to answer me. It wasn’t until the guy representative told me they have been having issues and the phone probably isn’t ringing that anyone even addressed this issue. All I wanted was an answer as to how I will get my money back, but instead I was met with rudeness and sarcasm. I am appalled at the behavior of your representative. I want to know what will be done to address the lack of customer service I received. The only good part about my experience was after being pawned off the gentleman I talked to was helpful. The order I placed last night was around 11:50 and the order number is #2282 for your reference. I have to wonder if the representative just doesn’t like people who look like me or something. She was rude from the moment I walked into your establishment. Let me break this down again but with bullet points so you know exactly why I am upset. • I placed an order, it allowed me to pay for it only to receive a voicemail that said sorry we find fulfill your order, good night without any mention of a refund • I called to inquire about my refund and was on hold for over 45 minutes • I used my time and gas money to come and rectify the situation • I was told staying on the phone for that long wasn’t smart of me • I was told what happened last night was last night, and the representative couldn’t help me • I was told she didn’t know the number to file a complaint or any information related to filing a complaint but I could go online and find it • I was told she didn’t’ know when the manager would be in, maybe later today • The phone was turned around to me, so that I could see myself still on hold as I’m in the store, by the representative who told me the phone never rung and didn’t bother to check into why this might be, just told me I should have hung up long ago • When I left the phone still wasn’t ringing and no one was answering the phone but there were active callers...

I am SOOOOOO done with trying to give this place a chance. They have been SUCCESSFULLY letting me down for over year now. Multiple GMs. Millions of excuses. They STILL cant get it right. Last time i ordered, i called the store AT LEAST 4 times, wasting over an hour on the phone on hold (no, they never answered) for food that was 3 HOURS late smh. I called the next day and the manager Rondell was one of the most disrespectful individuals i have ever come across in the customer service field. Tonight, I scheduled an order to be delivered at 815pm at like 645pm. Order went in the oven around 745p. Yes, i use the pizza tracker. My order SAT at the store and the Dominos driver (not doordash or some crap like that) arrived at my door with cold pizza at 850pm. They ignored the instructions to make sure they add the garlic crust. And yes, it is already in the order but they almost always forget it. The driver was kind and patient. He called me after he left and told me to call the store because he told Tanya, the manager, about my order because i told him when i felt the cold pizzas. Been on hold for 23min so far, still no answer. I will NEVER order from here again. I know Sals is more expensive, but the pizza tastes better and they saved the day when i ordered from Dominos the last time. While waiting for a 3 hour late dinner, I ordered Sals after Dominos was an hour late, and got my food here, i got my kids fed and in bed BEFORE Dominos even came. I should’ve just ordered from them tonight smh. Customer PERMANENTLY lost, and no i dont want a refund or free pizza. i want yall to GET IT TOGETHER SMH. Please dont waste your money or time...

I order from this domino’s all the time . I don’t know if they’re has been a change of management or what. My last few experience have been terrible . I ordered pizza for my children and the bottom of both pizzas were still doughy. I spent $30 on my order and even tipped the driver $5 . I call to make a complaint and they said it would take 2 hrs to get the order remade . I asked them about a credit and said they would only do a $5 credit . I’ve ask to speak to the manager and have been waiting for over 10 minutes .

Update after waiting on hold forever they gave me a $25 credit , next time I’ll do digiorno instead of dominions .

New review :

09/27/24 Time : 7:34 pm

I know yall probably wondering why im writing a second review and i hat that this is the ONLY dominos delivery in my area . After tonights episode . I just recommend corporate to just go ahead and close this all together at this point . This is beyond poor service and i actually took my 1 star back . Today with the long wait hours i order the pizza before i even left work and hoping that by the time i got cash and picked my children from daycare for movie night. Maybe the pizza would be on “dominos “ time .t another FAIL i order my pizza at 5:00 and the pizza still didnt get here two hours late ! Not only was it late . Theyre out here delivering our pizza with big size poodles in the back seat ! Dominos i know this isnt your reputation cause its MAINLY bad service just from this location that is out right sad . Not only will i be emailing, calling corporate but i will also be contacting THE HEALTH DEPARTMENT FIRST THING MONDAY...