Domino's Pizza — Restaurant in Washington

This location has really fallen off. I have never had issues over the last few years, but unfortunately since January 2024 delivery times have been longer and the quality has sharply declined. Which like—It’s Dominos. I can live with those things when it continues to be an affordable and reliable option overall. Unfortunately, “reliable” is no longer a valid descriptor for this location.

I ordered 2 pizzas on a Friday, and after 2.5 hours, I checked the delivery tracker on the corporate website and it showed my order status as delivered (it was not delivered). I called and spoke to someone at the location who did apologize and said they would check with the delivery driver, then call me right back. “No big; things happen,” I said. But they never called me back. I tired to call the location a few times after an hour had passed to get an update, and no one answered the phone.

The next day, I physically went in to the location and spoke to an employee, explained what happened, and asked for a refund. They apologized (which is appreciated, but not their fault whatsoever—they weren’t on shift, and they can’t process a refund without a manager…I get it.). They texted their manager, and told me to expect a call back later that day regarding the refund. Easy enough! I left feeling cautiously optimistic.

It’s been 72 hours, and I have not received a call from the manager. During that period, I tried to call the location twice—On Monday and Tuesday at 2 different times—to see what was up and nobody is answering the phone. Can’t help but feel dodged at this point.

Side-Note: Calling corporate to get a refund was fruitless—I waited on hold with customer service for roughly 15 minutes, then was told that the location itself would have to help me. They did offer me extra rewards points as an apology, both via email and over the phone, but I declined. “What is the incentive for me to spend money with this company again?” I asked the customer service agent. They responded with the verbal equivalent of the shrug emoji.

Look, I understand that running a business these days is far from easy, but zero communication from management whatsoever over a 3-day period is totally unacceptable. It’s the manager’s responsibility to deal with these situations and, if they’re having an emergency or personal issue, it’s their job to delegate that responsibility to someone. If neither is done, it creates distrust in the business on the part of the customer and puts the employees in the extremely unfair and uncomfortable position of handling customer complaints with little to no resources to resolve them. They don’t deserve that. Managing a business like that is irresponsible at best; cowardly at worst.

To the manager: Even if you don’t feel like talking to me on the phone for whatever reason, you had my cell number, my name, and the transaction number. You could’ve processed the refund and kept it pushing. You could’ve shot me a text and said “can’t talk for (insert whatever reason), but will handle this.”

Hopefully my credit card company can get me a refund, and hopefully someone else is put in charge of this location before the wheels fully come...

Wish I had read the reviews before ordering.

Ordered a pizza against my better instincts after the noticeable downgrade in the quality of the food.

Quoted 50-60 mins delivery time. 90 mins later, I was still waiting on my order.

Said it was delivered. Nothing at my door. Nothing in my building lobby.

Guess the driver was hungry at the end of a shift?

Called the store, no answer. Called two more times and waited in hold for six minutes each time before someone picked up the line and then hung it up. I know because I could hear the background noise of the store.

Now there’s no direct email for customer service, either. All around dumpster experience. That was my last time with dominos in DC and probably with the company forever.

Here’s hoping I get a refund instead of having to file a dispute.

Update 12/19: I filed a customer service ticket online. There has never been any response to that ticket. After a couple days of no response, I instead called the store as soon as they opened and was finally able to get someone to answer without immediately hanging up. Unfortunately, they were unable to process the refund because I did not have the expiration date of my card (used Apple Pay and didn’t have the card on me). I asked that my customer service ticket be updated to reflect the conversation and the fact that all I needed for the refund was the card expiration date. Though the person on the phone agreed to do so, I never received an email or any other communication showing that this had been done.

Once I got the physical card, I called back and provided the date and have now been told that a refund is on its way. I will check my card for a reversal.

Update 1/2/2025: No reversal on my card so far. I will call one more time before disputing the transaction.

Update 2 1/2/2025: I got in touch with the store. They said it shows the order was canceled on their end. I am contacting my bank to confirm and to inquire...

I ordered a pizza from here and the driver delivered the WRONG ORDER. Right after delivery, upon tasting the pizza, I immediately called the driver, who casually instructed me to call the store. He even acknowledged giving me the wrong order. I wondered, “why not call me as soon as he found the issue? Did he think I would just “be ok” with the wrong stuff? Maybe I wouldn’t notice?” Per his instruction, i called the store to let them know about the error. The store told me to keep the wrong order and they would still send out the correct order. After waiting patiently for a replacement the driver finally called to announce his pending arrival. He seemed to not want to get out of the car (am I supposed to walk out to you?) then VERY SURLY REQUESTED TO GET THE PIZZA BACK that was delivered in error. According to him, why should I be able to keep both pizzas? Totally unprofessional and a bait and switch from the information I received from the store. I called the restaurant AGAIN (mainly because I wanted the original credit card tip taken off the receipt). They offered a measly $10 credit off my next order-a lame move that protects this man’s undeserved cash. NOW IM FORCED TO TIP THE GUY WHO TREATED ME LIKE SH*t, even referring to me as a “big man”, which I loathe even if it is meant in jest-because it’s never really “in jest”. Not to mention, the “correct” pizza tasted much worse then the original one delivered. Like they took THEIR mistake out on MY pizza’s quality. If my actual order had tasted as good as the “mistake”, I could have AT LEAST given another star. Domino’s, what the hell happened here?!?!

UPDATE: I contacted Dominos at the email address they gave below and guess what, no response...are u...