| rev:text
| - I love Domino's pizza because I love a good thin-crust Hawaiian pizza. However, the last 2 times I ordered my pizza from this Domino's, I have been disappointed. The first time, it was a weekend (I think a Friday) so I wasn't surprised service was slow (apparently, my pizza had been made wrong the first time, but a phone call to let me know would have been nice).
Last night, a Thursday night, is the reason for this one star review. Let me start off by saying, I am in the restaurant industry and have been for a good while, so I know that crap happens, but I also know that customer service is key.
Here is a timeline:
At 5:45pm I placed my order, and set the order time to be at 7pm-- I would get my pizza closer to 8.
At about 7:30 I checked the tracker online and it said my order was quality checked at 6:40, so I thought maybe I misunderstood, and it would be out for delivery at 7. The tracker did not show it was out for delivery, so I assumed the order was either made wrong again, or they realized the time was wrong and would hopefully be making a fresh pizza.
At 8pm, I called Domino's and asked for a status check and the young man said it wasn't out for delivery just yet. my thoughts: "Crap, well ok, it was most likely remade".
At 8:15, I checked and the tracker said "Delivered". Great! I'll get my pizza soon.-- even though Domino's is only about 10 min from my house, I expected other deliveries needed to be made.
At about 8:45 I called Domino's and hung up after being on hold for several minutes.
at 9 pm I called back and asked to speak to a manager because I STILL had not received my 1, medium, thin crust pizza. The manager asked me to hold after I told him I hadn't even received a call (like I usually do) when the driver arrived downstairs--so I knew it wasn't "out to be delivered, and came back". He came back to tell me the order WAS NEVER MADE. Really?? He then proceeded to ask me if I still wanted it, and that it would be about 45 minutes. I said "Well y'all already charged my card for $18, of course I want it. I. am. Starving".
Now even though I wanted it either comped, or a free dessert or anything to show good customer service, a respect for a very, very, very patient customer, and maybe even a little remorse, I held back on asking. I wanted to see if he would take initiative. He did not. Instead he asked me for my order and said he would expedite it, and it would be ready in 20 minutes.
At 9:45 I received the driver's call and I told her I would be right down. I went downstairs and she wasn't at or around her car. I went back upstairs thinking maybe someone let her in so she tried to find the apartment. After some wandering around and 3 unanswered phone calls later, a neighbor said she had gone to the lobby and then went back outside. I finally found her, took my pizza, and went back to my apartment.
As I told the manager on the phone, I understand things happen and computers mess up and things go wrong. I also understand that because I was a little too nice, I could have resolved the situation sooner. However, that is no excuse for the poor customer service and the obvious lack of structure and protocol.
Domino's: I don't know if your computer tracking system is automated for our sheer enjoyment, but if it is, cut the crap. I check that system assuming at each checkpoint, a team member is actually pressing a button on a progress report. If you want me to call every 10 minutes, I can do that. Trust me.
I rarely order pizza, so when I do and it gets messed up this badly, I remember. So I am not saying I will never order from you again, instead, I will make a point to order from you. And every time that online tracker shows progress, I will call and check, just to be sure. If that doesn't keep you on your toes, nothing will. Good luck.
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