Saturday, April 20, 2002
For years we've ordered from our local Domino's pizza. Imagine my surprise, when we had not one but two unsatisfactory encounters. The encounters are not really the problem, it is the company's handling of the situation that is unsatisfactory.
The first was an order of a $9.99 pizza, where the driver didn't have change for a $20.00. I wasn't sure if he was scamming me or if the restaurant sent him out without any change. I called the manager and he said he'd look into the matter. Turns out the driver was OK, so the manager gave us a $4.00 credit on our next order.
The next order was acceptable. That is, the pizza arrived within a reasonable period of time. The pizza wasn't hot, but warm enough.
It is the following order that upset us most. This was on approximately We ordered a pepperoni and ham pizza (NOT my decision) and received a pepperoni and pineapple pizza. We called in the mistake and were told that another pizza would be right out. One hour and ten minutes later, a cold pizza arrives. Needless to say, we are not only upset at the service, but cranky from begin hungry.
We decided this was unacceptable. We certainly weren't going to wait for another pizza. My sister called the 1-888-DOMINOS number on the box to report our experience, she was told they would investigate. Two days later, she called back and was told it was still under investigation. I then got on the website and emailed the complaint. I got a boilerplate response the following day (March 13, 2002).
TO: brenlee@brenlee.com
Subject: Response from Dominos
Thank you for visiting the Domino's Pizza Web Site. I appreciate your comments and would like to apologize for this situation. At Domino's we take great pride in delivering both quality products and service. I have forwarded your comments to the Operations Director in charge of your area. While we are working to improve our service provided to web site users, if you would like a quicker resolution to your concern, please call our Domino's Pizza Customer Care Center at 1-888-DOMINOS (366-4667). Representatives are available to take your call from 1PM to 9:30 PM CST (Tuesday - Saturday) and will be more than happy to assist you.
Regards,
Carrie Jacobs
Domino's Customer Care Center
Two more phone calls from my sister netted the following response via snail mail:
April 05, 2002
Dominos Case #1287
I'm sorry to hear that you have not received a response from the Franchisee for your local store. I will ask the Franchise Consultant for your local store to investigate. Again, I'd like to apologize for this situation and hope we can get your issue resolved as quickly as possible.
Sincerely,
Shannon
Domino's Pizza Customer Care Supervisor
Somehow, receiving a letter three weeks later stating that they *hope* they can resolve the issue doesn't cut it. The good news is that the delivery service from our local Pizza Hut is much improved.
Saturday, March 31, 2002
This one almost ended up in Raves. I was impressed with the quick delivery and speed of the site. I placed an order with DiabeticExpress.com for a free glucose monitor. The total in the cart came up to $8.95 for express shipping and handling.
Email Except --
Quan Item No. Description Price Extension
> 1 01-30 FreeStyle Kit $0.00 $0.00
> SUBTOTAL
> $0.00
> SALES
> TAX $0.00
> SHIPPING
> $8.95
> ORDER
> TOTAL $8.95
When I received my credit card bill, I found that I was billed for $73.94. When I questioned the merchant, I got the following response via email:
The FreeStyle meter is free with purchase of 100 FreeStyle test strips. We
are sorry that you did not realize that but the offer is clearly explained
on our website. You may return your order for a refund if you choose to.
Sincerely,
Marc Wolf
I had recommended the site to others I know and had planned follow-up purchases. This terse response has lost the company at least three customers, and of course I've challenged the charge with my credit card company.