Unfiltered Story #392157

I’ve learned my lesson about ordering corporate pizza after an experience this past weekend.

My wife got a craving for Dominos, and it was game night, so sure, what the heck, Dominos. I can’t eat gluten or dairy; I ordered everyone else some pizzas, and then ordered a gluten-free small for myself with honey BBQ sauce, no cheese, and chicken, figuring that I’d end up with something resembling a chicken flatbread.
The app popped up a warning that I was ordering my pizza without cheese – I agreed. Then I double-checked the order before placing it: Cheese – NONE. OK, cool.

Pizzas arrive. Mine has cheese. I can’t eat it, and nobody else in my house wants a gluten-free crust, honey BBQ sauce pizza. I click the button in the app for “problems with your order?” I click the buttons on their form, and it offers me either a coupon or “loyalty points” towards a free pizza (these won’t be valid for 48 hours, so I can’t use them to re-order right away). Um, no thanks. I want my dinner tonight or a refund. So I click the link that says “Not satisfied with these options?”
The app gives me a popup that says they’re sorry I was dissatisfied, and then just dumps me back to the ordering menu.
What?
I must’ve fat-fingered it, right? That can’t have been what was supposed to happen. So I do the thing two more times. Each time, same result.

The app says that all order issues have to be handled by the store, so I call them. “Thank you for calling Domino’s of [Town]. Your phone number is associated with a recently received order. We are sending your call directly to the store manager!” I then sit on hold for TWENTY-FIVE minutes.
Hmm. Maybe their phone system glitched and I’m just stuck on infinite hold somewhere. Hang up, call back. Another 15 minutes on hold. During all of this the automated voice is telling me all about their sales and their app etc etc and I am getting progressively more annoyed with it.
My wife, meanwhile, tries calling the store on HER phone in case my number is being shunted off somewhere. She sits on hold for 10 minutes waiting for a manager, then hangs up. Then she calls the store back and hits the option for placing an order – that’ll at least connect us to a person who can then talk to the manager, right?

Hahahaha, nope. Phone orders are apparently sent to a call center somewhere not at the store. (Guessing from the time of day and accent the agent was at an overseas call center, but that’s neither here nor there. Point is that he was definitely not at the store.)

I told the phone agent I was having trouble reaching the store about an issue with my order. “Only the store can fix issues with app orders.”
“Is there someone else that can help me?”
“You’ll need to call the store.”
“I was on hold with the store for almost half an hour. They aren’t answering their phone.”
“Perhaps high call volume….”
*I may have gotten a little testy here, and I cut him off.* “<i>Sir</i>. They cannot possibly be so busy they can’t answer the ringing phone for a solid half hour. I’ve called repeatedly and sat on hold repeatedly. They. Are. Not. Answering. Is there another way to handle a complaint?”
“…..I’ll call the store on our order line. Hold please.”
“Great. Thanks.”
I sat on silent hold (thank god no automated sales pitch this time) for 10 minutes, and then I get “Thank you for calling Domino’s of [Town]! Your call is being sent directly to our manager.”
“Excuse me, are you still there?” *wait* “Did you just transfer me to the regular store line?” *wait* *silence*
Automated sales pitch starts up.

I hung up.

At this point, there isn’t a resolution that will make me happy. Clearly, they don’t want my business if they don’t want to talk to me. I’m just not going to order from them again.