We were regular customers, ordering at least twice a month for the last 4 years or so. We will NEVER buy pizza from this store again. A debit machine error lead to us being charged 4 times for a single order. When we discovered that we had been quadruple charged, we immediately tried to rectify the situation by calling the bank to try to have the extra three charges reversed. The bank told us that Dominos had to refund the charges as they were unable to take money from Dominos' account without their authorisation. However, they said the error was glaringly obvious and we shouldn't have any problem getting a refund. The next day, bank statement in hand, I went into the store to speak to a manager, expecting to have the whole thing sorted out pretty quickly.
The manager refused to even look at the bank statement, insisted he didn't receive the money and that it didn't matter that I had proof, insisted that I call my bank in front of him, demanded to be allowed to talk to them (the bank refused as they are not legally allowed to discuss a customer's bank details with third parties), and then dismissively told me "next time try talking to your bank FIRST" before walking away from me.
That was on the 22nd of March 2018. It is now the 30th and Dominos Customer Service has requested that same bank statement. We still do not have the money. Our bank is unable to reverse the charges without Dominos' permission. At this point we don't think we are ever going to see that $150 again.
UPDATE: My bank has run their investigation and found that Dominos is at fault. They have requested the money be returned and are waiting for Dominos to authorise the refund. Dominos, as far as we can tell, is refusing. This has taken 2 weeks so far. Dominos Customer Service forwarded everything back to the Campbell River store, so it is SPECIFICALLY Campbell River Dominos that is refusing the refund. Dominos has also stopped communicating with us. read more