Domino's Pizza — Restaurant in West St. Paul

Update: I submitted an online complaint through the Dominos website about my experience last night. This morning I received a phone call from a lovely gentleman, who put a more than reasonable credit on my Domino's account and also shared with me the company's plan for how they are going to support this store to make it better for everyone. I am hopeful that their plan will work. For the next 3-6 months I'll be a carryout only customer, and after that I'll try delivery again and see how it goes. I hope to be able to update this review with good news.

Original review:

I placed an online order today at 8:05pm. The delivery time in the confirmation email was approximately 68-83 minutes.

My pizza was checked for quality at 8:48pm. Cool, I thought. Should be here in 15-20 minutes, right within the quoted window.

I kept checking the online tracker, but it never came off of "quality check." Once the 83 minute window came to a close, I called the store at 9:29pm to find out what was going on. A very polite woman informed me that it would take another 30 minutes for my pizza to arrive at my house. I asked her if my pizza was still inside of the store, and she said yes. I asked if I could come in and pick it up, and she said sure.

I was annoyed that my "delivery" was now "carry out" but I only live a few minutes away, and I was hungry. So I got in the car and drove over.

When I arrived, it took them 5-10 minutes to address me and locate my pizza. When I opened the box, it was cold - unsurprising, given that by then it was 9:45pm and the pizza had come out of their oven almost an hour earlier.

They offered to remake it. Tired, hungry, and frustrated, but still craving hot warm pizza and not willing to settle for hour old cold pizza, I said sure.

They remade it incorrectly. At that point, it was almost 10:00pm. I asked for them to void the order, and they did.

At no point did anyone offer to put a free pizza on my account for the future, or ask what they could do to make the situation better - which honestly surprised me. It surprised me enough that I actually walked back into the store and asked them what their customer satisfaction policy was.

The reply I received was that they had done everything I had asked and that they were short-staffed and that my dissatisfaction was not their problem.

So ... if you'd like cold pizza delivered to your house two hours after you order it, or you like trying to have pizza delivered but actually you need to carry it out and it's going to be cold, or you like trying to have pizza delivered but then it becomes carry out and it is hot but it's not actually what you ordered, this...

I didn't have high expectations - my wife and I were craving pizza and it was late enough at night that everywhere we preferred was closed. (For the record, our preferences are simply "not Domino's" because this particular store tends to be below average, and domino's already tends to be our least favorite pizza). We ordered very simple food; I got a vegetarian sandwich and my wife got buffalo wings, and then we got a medium cheese pizza with feta added to share.

SOMEHOW they still managed to screw up - the chicken wings were under-done, the pizza dough was under-done (while the cheese itself was burned - see picture). It's pretty obvious that they have turned the heat up on the oven so they could also turn up the speed; I've worked at a pizza place before and that's how you you get the type of "food" we received. The pizza was also thin (yet not crispy, so not good-thin) towards the center and really thick around the crust/outer edge, another sign that they're not spending the necessary time to properly make the food to the pretty low standards I have for a Domino's franchise. The sandwich was the best of the three for the simple reason that since the sandwich bread is pre-done at Domino's, it's literally impossible to undercook. I'm rather lucky it wasn't a sandwich with meat, in retrospect. Comparatively minor complaint, but the ranch sauce for her chicken wings was left out; EVERY ORDER of wings comes with a sauce so completely missing it (as opposed to just getting it wrong) is just pathetic.

My wife and I decided that if we're ever in the situation where our options are "Domino's VS nothing" again, we'd rather just go hungry if this is the quality - for reference, even with coupons these three items cost $36+ after tax, delivery and tip.

I'm gobsmacked that they managed to screw up cheese pizza and chicken wings. Only including pictures of the pizza for reference, since we split the actually-edible sandwich and threw away the unsafe-to-eat chicken...

Things we've had happen ordering from this location:

1. Pizzas regularly come far later than estimated times, so we started ordering takeout when we can. Multiple times our orders have been marked as ready, only for us to be told that it would be another 10 minutes, so then we get to wait around while they game their numbers.
2. We've had pizzas put entirely on the wrong crusts, which is particularly egregious when one of the ordered pizzas needed to be gluten free. If we didn't recognize the difference between the crusts this could have caused extreme illness. You'd think when one of the crusts ordered is gluten free it might warrant a little extra scrutiny, but apparently not. This alone is unacceptable, but somehow isn't the worst experience we've had.
3. A recent order of multiple pizzas came with one of them just completely missing so one of us got to wait an extra 20 minutes for the driver to go back and get it.
4. And now the latest, we placed an order at 8:12, estimated time 61-76 minutes, fine. Quality check was 9:03. Still fine. It hits 10:25 and the order still hasn't left the store, so we call and are told that it would be 30-40 minutes still before it would be out for delivery. Two hours is the MAXIMUM amount of time that food should be out of the oven before being eaten (including the time it takes to eat it all), this store was ready to send us food that would be unsafe to eat. We opted to cancel the order. At no time did the store make an attempt to make this up to us or make amends. There wasn't even an apology offered. Due to the extreme nature of this, I will also be contacting the...