Complaints

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed online order with Domino's app on 03/06/23. When watching timer on app, food was sent back to baking three times after quality check. When order arrived by delivery, checked food and was poor quality but did pay for food. Called to complain of poor quality and spoke to ********************* about burnt pizza and burnt cheesy bread. ***** stated I would be eligible for store credit for two orders of cheesy bread and a replacement pizza to replace my burnt food, but would have to call to order the replacement food items. I received an email telling me I had a free pizza coming from the poor quality. Today, 03/26/23, I placed an order through my dominos app for chicken ******* and my free pizza to use my points available. I was to be charged the difference in price for the extra toppings (which I was fine to pay for). I then called Domino's and spoke with a girl, who confirmed my first order and I told her I wanted to place an additional order for my replacement items promised by *********************, for my replacement 2 orders of cheesy bread and the replacement free pizza, and she transferred me to ***** to take care of the problem. . I am submitting a copy of my online order as received an email confirming my order. When I arrived to pick up my carryout order and to pay the $11.00 that was owed, somehow the orders had been changed and combined and my total was for $22 plus change. I tried to explain that I had placed a separate order and should only be charge $11 for my original order as the rest was free replacement for the original order. The manager insisted that the girl must have deleted or changed my original order. He then proceeded to be very unprofessional and demand that I had to pay for the food or leave. I requested a refund for the burnt food and he continued to repeat that I had to pay for the food or leave. I told him I would be reporting them for not honoring their replacement and rewards points for the free pizza. ***** treated me very poorly.

  Business response

  04/05/2023

  Team member in question is still fairly new. Sounded like he wasnt sure what customer was totally trying to convey with the rewards and the credit he had offered. I will contact customer and refund money and product due, also apologize for rudeness of team memeber

  Customer response

  04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I am contacting you because the 'desired outcome', the response I gave appears to be all jumbled up.  It should read:.

  
  

  I want an apology letter from ********************* for his unprofessionalism and acting  demeaning my character. I would also like an apology letter from ******'s for allowing an employee to disrespect their customers in such an unprofessional manner. I would like a refund for my original order as my hamburger pizza was burned so badly, I could not eat it. Also both orders of crazy bread were burned very badly. My son tried to eat his pizza and got sick from it.  Am extremely disappointed as was a very long time customer and will not be able to get food from there anymore when is of this quality. a

  I felt as if my character where in question for trying to "redeem a free pizza sent from app for problem ,  purchase a chicken ******* bowl, pay the difference on the extra sides from the free pizza and place a SEPARATE order for the items which were promised to replaced that were burned from the original order". A copy of the receipt for original order is attached. Thank you.

  
  

  attachments
  
  Regards,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩