As a franchisee myself, I was shocked and appalled at the customer service I receive on 8292020 @ 1:15 PM. I placed a large pizza order for my team online at 12:48 PM for carryout and when ed, do I want the order now or later, I selected later and selected 1:50 PM for the pickup time. I then received notification around 1:10 PM that the pizza was ready for pickup. I contacted the location at 7505 E. 35th Avenue, Denver, CO 80238 and let them know how I ordered the pizza. The manager on duty was telling the team member to tell me they would no re-make the pizza. So, I asked to speak with him and he told me, “it was my fault!” Really, you’re going to blame the customer. I clearly explained to him how I ordered and he went on to tell me I should have called to the correct time. I place this order for my team once every month or two and have never had an issue in the past. When I asked him to re-make it, he said he would if I paid for it. I told him I would not be re-paying for the order to be made. He said I don’t understand how the restaurant business works and I told he I’m clearly do. He then said he’d re-make the pizza, but called me back 5 minutes later telling me to bring my credit card. I said are you planning to give me a refund and he said he’d need to re-charge me first. This was probably the worst customer experience I’ve ever had anywhere and was definitely not expected from Domino’s. The Manager also told me that he’d be putting a note on file to not accept online orders from me in the future and that I’d need to call to place the order. I asked for the Franchisee’s email or phone number and he refused to give it to me. I’d appreciate a call back to see how this issue will be resolved.
Offer a refund or reprimand the Manager on Duty. He needs serious retraining on how to handle a guest complaint.