Domino’s Pizza complaint: Employee locked my account out of spite

Sometime on or after 5232020 an employee at the 3632 W Pinnacle Peak Rd, Glendale AZ 85310-4005 manually edited their system and locked out my account. I cannot order online, or via the app; when I attempt to do so I get an error message and my order is simply reverted back…I called today to order by phone and bypass the online system- initially it worked but after I started driving to pickup my carry out order was called back a few minutes later to be told my order (tied time my name and telephone number) “could not be processed”. I asked what that meant and they said a manager was unavailable to answe my question bc he was working the line and too busy, but that I would have to come in to find out why my account was blocked. I proceeded to the store and attempted to re-order the same thing in person and was again told (after providing my name and telephone number) that my order couldn’t be processed- that the employee could not accept any form of payment nor alter the default from credit card to cash- I was again told the on-duty manager was too busy working the pizza lines to explain what was wrong but I was free to wait. I waited about 10 more minutes as other customers at this location were also ignored. Finally a manager talked to me and reviewed the account and said he has never seen a lock out and that only someone at a “higher level” could have blocked my account. He said that he would have to ask his regional manager why but that couldn’t happen until the M-F business week. The on duty manager had to take my order using his OWN phone number to finally allow me to get pizza.

Since the Dominos online ordering platform defaults Based on phone number and residential address so I am always directed to the same franchise. This franchise has historically failed to double check their work and consistently fails to follow instructions (well done; square cut; etc). On multiple occasions I’ve arrived to pickup my carry out order, after the app has told me it was both ready AND “quality checked” by employee XYZ, only to find the order to be incorrect- I’ve had to wait MULIPLE times for them to remake pizzas. On the last failure I finally voiced my frustration and replied to the Dominos survey criticizing their poor execution. It is my belief that in retaliation for the criticism, someone associated with the facility locked my account in order to prevent additional orders- rather than improve their quality control and address the problem- they just tried to silence the squeaky wheel.

“Why keep ordering from dominos if unhappy with the execution?” – well, when done right, my family enjoys the taste. But this location is more focused on churning out orders as fast as possible rather than dealing with the quality of the order nor any semblance of customer service. In fact there’s a large chalk board in the lobby that attempts to glorify the employees hasty-pizza-making abilities- the top 5 of which can all make a pizza in 60seconds or less. Not surprising, the local employee “Janelle” who holds the record for making a pizza in 24 seconds, was also in charge of “double checking” my last online order which was in fact incorrect.