1-Star Review -- Extremely Disappointing Customer Service
Today at approximately 2:17 PM, I placed an order with Domino's at 12317 Old Halls Ferry Road and took advantage of the $6.99 deal. I initially expected my order to be delivered within the time provided on the app.
When I noticed that my order was not going to be delivered at the posted time and remained in the "being made"/processing stage, I called the store for an update. I spoke with a manager, who explained that they were out of pepperoni and that she had to send an employee to the Dellwood location to get more. I accepted that explanation and was willing to be patient.
However, during this time, my estimated delivery time changed approximately two or three additional times. Eventually, after waiting nearly two hours, I decided to drive to the store myself because it is only about a minute from where I was.
When I arrived, I asked an employee to speak with a manager. A young man with dreadlocks and glasses pointed me toward a woman who was making orders. I explained that I had placed my order around 2:17 PM, had been waiting nearly two hours, and that the app was now showing a delivery time around 5:30 PM.
Unfortunately, the response I received was extremely disappointing. While I was speaking, the manager appeared dismissive and gave me a look that made me feel as though she did not want to hear my concerns. In the middle of my conversation with her, I even asked if she was okay because of the manner in which she was looking at me.
Her voice became elevated, and she pointed toward me while telling me that she didn't care. When I stated that I would be contacting corporate regarding the situation, her behavior remained disrespectful. I also witnessed things being thrown around while the situation was unfolding.
What made the situation even more frustrating was that another customer in the store stated that they had also been waiting on pepperoni since they arrived. At that point, I was willing to accept an all-cheese pizza simply because I had already been waiting so long.
I understand that businesses can run out of ingredients. I understand that unexpected situations happen. What I do not accept is being treated disrespectfully when I am calmly trying to get information about an order I have already paid for.
Leadership matters. Customer service matters. If someone is placed in a position to lead employees and interact with customers, there should be a basic level of professionalism and respect--even when the store is under pressure.
I am requesting that the area manager/district manager and corporate management review what happened at this location today, including the timeline of my order and the interaction I had with management.
I would appreciate someone from upper management contacting me directly regarding this experience. I am not posting this review simply to complain. I want accountability, an explanation, and assurance that customers will be treated with respect regardless of how busy or understaffed the store may be. read more
