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| - Kannapolis- Sadly, an old friend has let me down.
This Domino's location is one that has supplied dinner on Sunday night quite a few times for me. It will likely be quite a while -if ever- before this occurs again after tonight's episode.
Earlier this evening, I was pleased to see their signs posted at the location offering a Medium One Topping pizza for only $3.99. Wow, only $3.99! Now here's a bargain I'll take advantage of was my immediate thought. On ordering later, I could not find the special on the Domino's Android app. No big deal.
Unable to order online, I proceed directly to their store. I learned that the inability to order online was due to this being a one store special there. No problem, and the worker there taking orders was very pleasant. I'm totally satisfied with this phase of the customer service.
The cooking time ran slightly long, but I would attribute this to the store being very busy at the moment. I was finally given my Pizza and I left for home. Once again, no problem yet with the visit.
Unfortunately, I was very surprised on arrival to open the box and find my Pizza very very well done (crust edges blackened, cheese scorched, meats dried out and tough). To me, this defines nearly incinerated. Some might find this judgment a little harsh. However, look at the picture posted below and decide for yourself. The picture actually gives an appearance of less done than actually is.
Irregardless, this order was not cooked to my taste, so I called back to the store to speak to someone about it. Good customer service would have had a positive response and a solution. This ideal certainly did not happen tonight.
My call was answered by young man who sounded like was likely much less than 20 years old. I explained the situation of the pizza being overdone very courteously and inquired if anything could be done about this. I then heard him inquire (with the phone still open, not smart in a customer complaint situation) from someone who sounded to be a manager on duty about what to do. He was told that even if it was remade, it would come out exactly the same. He then repeated the info to me.
My next question was about this inability to control their processes after a customer complaint. He said that the ovens are automated and nothing could be done different. Quote "That's just what I was told to say when this happens. "
I'm a long way from being a pizza shop owner or a great pizza chef. However, I do have enough sense to realize that a pizza made on an extremely thin crust (actually an out of a box, factory-made cracker) takes less time to cook than a deep dish pizza. Their conveyor belt oven provides each pizza put on the belt to be exposed to the oven for a set time and at a set temperature. To expect a pizza which weighs likely half of what the deep dish does to not scorch is....well, stupid. No surprise here, just basic Physics 101 stuff.
As I previously mentioned, this location has done fairly well in the past for me. This mistake, then amplified by the attitude of management about a complaint, will cause me to avoid their business in the future.
The pizza business in Kannapolis is too competitive to treat customers carelessly.
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