Sub: New York Style Pizza
A copy of email to Dominos Pizza:
Dominos Customer Complaint
I am sending this letter in reference to the POOR CUSTOMER SERVICE I was provided with last night from one of your STORE MANAGERS. Let me start by saying I have been a continued customer of your establishment since I was a kid, when you first set the standard in pizza & delivery. Thru the years I have encounter only one other bad experience with one of your stores in the Ft. Washington, Md. Area back in 2000 and the problem was rectified very quickly. However I am a little reluctant that little to nothing will be done about this particular individual. I am referring to the store manager for the above location, G. Mizar, who at the time had the ability to fix the situation but chose to show just how unprofessional one could be.
My wife and I had been interested in trying the New York Style Pizza and decided to order last night about 7:30 or so, I just happened to have placed the order with Mr. Mizar. Now as advertised you have pepperoni on the pizza on both your T.V. ads and online, so it was assumed that that was the specialty Pizza, I then order a thin crust 2 topping pizza with wings to complete my order. I was given my total and time that the pizza would arrive and everything was fine. The pizza was delivered on time and the driver courteous. However, the pizza that was delivered was wrong, instead of a New York Style pizza; we got a large cheese pizza. I immediately called the store back and got Jennifer Hall on the phone and explained to her that we had ordered the New York Style pizza, and that we got a cheese Pizza, she in the beginning was a bit unprofessional about the incident and explained that there must have been a mix up and that that was that, I asked if I could speak to a manager and she then identified herself as a supervisor and that she could handle this call, after a few words she assured me that she would send the driver back out with the correct pizza and to return the cheese pizza to him when he arrived. I was fine at this point, a little ticked off due to the fact my children where beyond ready to eat. After 10 minutes or so Mr. Mizar called me back and began talking to me as if he where that of an irate customer himself. After calming Mr. Mizar down and him identifying himself as the store manager as well as the individual that placed my order he then began to talk to me as if I was less than him and telling me that when I place the order I didn’t ask for pepperoni on the New York Style pizza, and I explained to him that every time Dominos advertised that pizza there was pepperoni on the pizza, he then explained that I as a customer have a choice of sausage or pepperoni which was new to me. I then asked him why wasn’t I made aware of my option when ordering the pizza and his response word for word was “I do not make it a practice to offer free toppings if the customer doesn’t ask for it”, Now this is what really caused me to write this letter, because not only did he make me feel like all of my years being a customer of your establishment meant nothing, but he totally embarrassed the fact that I deal in customer service everyday and have for the past 20 years or so, and the first rule is that even if the customer is wrong THEY ARE RIGHT. In this case I was not wrong; I just was not offered the options that I was entitled to. Not only did Mr. Mizar continue to talk to me in a very unprofessional way, but he told me that nothing could be done, nor would be done to him if I sent a complaint up the chain of command. As I explained to him and to be honest at this point I became very irate and explained to him that I have been in the customer service field for over two decades and that I was very dissatisfied with his overall performance and that I would stop at nothing less than him being appropriately disciplined or terminated from your organization. Mr. Mizar than laughed and began showing off it seems in front of his fellow employees who where laughing in the back ground at this point, he then identified Jennifer Hall as a manger in training which I find hard to believe. Lastly after I hung up, Mr. Mizar called to let me know that he was sending me a courteous pizza within the next 15 minutes or so. I told Mr. Mizar he could shove that pizza, and I though as to not stoop down to his level, to shove it back in his oven because he would not try to bribe the fact that he knows he was wrong.
I would appreciate it if I can get a return call or response from someone as soon as possible as to what the solution, discipline or resolution for this complaint will be. I not only live here in this area but also work at 7500 Greenway Center Dr which is a very large building that this Dominos location services and I know contains hundreds of Dominos clients. As the old saying goes, if one person is not happy with your service they begin to tell others and it simply multiplies, on and on. I would love to post this on the buildings email so that everyone is made aware that this individual (Mr. Mizar) is definitely less that what Dominos standards should be but would rather wait until I know what will happen to this individual.