Domino's Pizza — Restaurant in Wesley Chapel

I personally emailed the owners about my experience three days ago. Since I have not received a response I am including my original email below.

Mark, Stephanie, and Chris,

I am reaching out to express my deep dissatisfaction with the experience I had at your Wesley Chapel store last night. My order confirmation is attached below for your reference.

I placed an online order at 9:29 a.m. for a scheduled pickup at 5:30 p.m. I've used this method before for gatherings, and it has always worked smoothly. My order was for four pizzas, cheesy bread, and 16 wings, as we were hosting a group of kids for dinner before trick-or-treating.

When I arrived at 5:20 p.m., the store was in complete disarray. The line extended out the door, and customers were visibly frustrated. By the time I reached the register, it was clear the store was severely behind, unprepared, and under immense stress. While I understand Halloween can be an exceptionally busy day, this situation was beyond that.

The most troubling part of my experience was witnessing the behavior of an older gentleman with a mustache, whom an employee identified as the general manager. He was openly berating his team, many of whom appeared to be younger employees trying to keep up under challenging circumstances. At one point, he loudly reprimanded a young girl struggling with the register, shouting, “Get away from the machine because you’re useless around here!” If I had been her parent, I would have been outraged. It was truly upsetting to witness. Another employee was pushing blue bins of dough and was yelled at for not moving fast enough. The general manager also began shouting estimated wait times to each new customer—“90 minutes!” or “2 hours!”—only adding to the chaos.

As a general manager, he should be setting a positive example, representing himself, the store’s owners, and Domino’s in a manner that instills confidence and motivation. Instead, his demeanor likely intensified his staff’s stress, impacting their interactions with customers. No one could give a clear answer on when orders would be ready, only suggesting to “keep checking the app.” Many customers opted for refunds, but I had no choice but to wait.

My order was finally ready at 6:15 p.m., 45 minutes past the promised pickup time. By the time I got home, our guests had already left without eating. Most of the food went untouched, with two pizzas, half the cheesy bread, and wings still sitting in the fridge today.

As a former retail manager who has handled peak sales seasons, I understand the challenges of high-traffic days. However, I also know that the quality of customer service and the morale of your staff are direct reflections of their leadership. The conduct I witnessed from this general manager was far from the leadership Domino’s should stand behind.

Please feel free to contact me if you would like to discuss this further. I would appreciate knowing what steps will be taken to prevent other customers from experiencing similar frustrations.

Update: Owners responded with directions to email them and provided the same email addresses which I sent an email to three days ago with no...

Terrible experience. This is a new location that I did not even realize I was ordering from. Placed order online which I thought went to the sun valley location. ( only found out this was wrong after looking up number ) email said 70-80 min. Called store after 100 min. Took numerous attempts to get through. Team member who answered had no answers to the delay and no solutions or reassurance. I was told my pizza was ready just waiting for a driver. No eta to when that would be. After making my disappointment known I was offered nothing for my troubles. ( even after asking and offering suggestions ) I was told that I would need to speak with a manager. When I asked to speak with one I was put on hold , only to be told he was to busy to speak to me. I understand staffing is an issue in today’s climate. If you can’t handle the orders do not take them. If you want to make it work try to offer some type of customer service. If you are behind let the customers know. Call, text, or email that there is a delay. If I knew what was going on with my order sooner , I could have made adjustments. Offer something in return for the inconvenience. Update your current order time to reflect the current situation. Not what you want it to be so you can capture more orders. Doing this will only hurt you in the long run. I will never order from this location again. And since I can’t choose the old location for delivery it looks like I won’t be ordering from dominos for the foreseeable...

I’d give zero stars if possible. We ordered 10/16 with no issues. We ordered 10/23 with no food. Ordered online for delivery at 5:54. Delivery within 60 minutes, according to website. Order stayed in “prep” stage. Called at 6:50. Asst. manager says she is only driver, etc. Can’t get it here. How close do I live? Give her option that I’ll come pick it up if it will be free. Manager, Stephanie gets on phone. Order has not even been made. They knew they had no drivers, so they only made the carry out orders. So if I opt to come get it, it will still be another 30 minutes. I can maybe live with that. But then Stephanie quips that for the 10 minutes I have spent “chewing me out”, she could have been making orders. First off, the entire call was only 8 minutes including the phone tree mess then speaking to asst. manager. Secondly, I refused to be talked to like that by a business who wants my money. Told her to cancel my order and...