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Domino's Pizza / poor customer service

1 719 N Henderson StGalesburg, IL, United States Review updated:
Contact information:
Phone: 309-344-3030

On Saturday 8-09-08 around 6 pm I was going to call in an order to Dominos. I had called to place the order and I had explained to them that 2 weeks prior I had a order and it had been not filled correctly and the mgr that day said that the next time we ordered we would receive a free lrg pizza for the complications at our next order to just give our name and number. So before I placed the order I had explained this to them so there was no confusion. The young lady on the line said she would have to get her mgr to pull that up because she did not have the authority to do so. A few minutes later a manager got on the phone and asked my number so I gave it to him he said that there was nothing for that number. I said well maybe it was in under my husbands number so I gave him that number. He then told he they were both coming up as a new number. I said I didn't understand that considering that we have ordered from there several times. H e said I cant do any thing unless you give me the right number. I then said well maybe it was under my mother or fathers number. He said he checked those and they came up as a different last name. I told him I didn't understand since it was just two weeks ago and I specifically asked the mgr that night for a paper with his signature saying this was a free pizza since had pretty much paid for it anyways and he said no that it would be saved in the computer. Then the mgr said well I cant honor this deal then if you have another number call back then and hung up on me. I then called him back asked for his name he said it was Shane and asked for a number to someone higher up for the rude customer service he said go on dominos.com I don't care and hung up... I have never been treated this way they should not offer free items or discounts if they do not honor thm this so called manager was rude and disrespectful I cant believe an employee of this nature is working in customer service. If I was to go thru this everytime I call that will be the last time and I'll be sure to let all my friends know of the rude inappropriate customer service at this store. It was ridiculous and uncalled for. Thank you and hope that something will be done to resolve this much unneeded matter.

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Comments

  • Wa
      22nd of Aug, 2008
    0 Votes

    poor quality control.Now all of a sudden no dressing is given out with the sandwiches, they did not even tell me that it was an extra charge, or give me a choice, poor management!!!

  • Bi
      28th of Aug, 2008
    0 Votes

    Thanks for your comment Wayne. You're right on the money!

  • De
      18th of Sep, 2008
    0 Votes

    I had a similar experience...

    My friends and I get together bi-weekly (on average) to relive our college days of eating pizza, drinking beer, and catching up. Our pizza of choice is typically Domino's. Among other reasons we choose Domino’s primarily due to your fast service and excellent Brooklyn style pizza! For similar reasons, my wife and I eat Domino’s pizza enough to designate its own folder in our coupon drawer and have the phone number in our cell phones.

    The group and I last got together on a Wednesday (I think it was September 3rd, although I'm not certain of the exact date?). As usual, I called Domino's. I called the one located on 62nd Street in Indianapolis, IN (exact location: 2102 E. 62nd St. Indianapolis, IN 46220 || phone: 317.257.3030). After being on hold for about 15 minutes, the Domino's agent picked up the call and rattled off the specials. He sounded enthused, and by enthused I mean he was about 5 minutes from taking a nap on the countertop. I told him my order and all was well. Until he asked me for my phone number. I gave him the same phone # as in this form (812.961.2982) which is the same phone # I’ve given to just about every other Domino’s agent I’ve spoken to in the last two years or more. He abruptly (as if he were defending himself) told me that he cannot place my order because that is an out of state phone #. Needless to say, I was confused. I have used this phone many times when ordering pizza and he reacted as if I was threatening his business by attempting to order a pizza from a different state. After about 5 full minutes of attempting to inform this agent of the fact that this is NOT an out-of-state phone #; it’s Voice Over IP (VOIP). It basically means I get to keep the same phone # as the one I had in Bloomington, IN (which, as you’re well aware, is in Indiana!) as long as I have a VOIP capable router (this is to make life easier because people don’t have to re-memorize or reprogram a new phone #). I told the agent where I live…which is less than 5 miles from his location! This concept was obviously not sinking in with the agent on the other end of the line.

    In an attempt to regain control and not have to call back from another phone (as the agent repeatedly suggested was the ONLY way to resolve this issue) which would result in another 10-15 minute wait on hold, I attempted to steer the conversation in another direction. I simply offered to give him my cell phone number instead of my home phone. He told me that would just not do. He said I HAD to call back from the other phone. He would not give me a valid reason, his reason was because he suspects that I was calling from an out-of-state phone and that he NEEDED me to call back from a phone with the same area code as he in order to prove that I’m not and therefore process the order. Again, I explained to him that this is not out-of-state number and that I am just trying to order some pizza. A far cry from activating DefCOM 1 in an attempt to take over the Domino’s corporation – which is the reaction I was getting.

    And then…he hung up on me. His last words were that I have to cooperate and call back from another phone. Needless to say, I did not take this lightly.

    I am ordering PIZZA – why does this have to be so difficult?

    So, I called the location back (using the same phone) to ask for the manager. Lo and behold, the person I just got off of the phone with IS the manager. I expressed my discontent with being hung up on. I informed the manager that he has not only lost my business for the evening, but likely for life. I do not take lightly to intellectual insults, being hung up on, being spoken to in a condescending manner, or being told that I’m wrong and must prove my rightfulness – when I KNOW that I’m right – all of which happened during this 20 minute conversation between the Domino’s agent and I.

    I don’t want to dislike Domino’s. But I have to say that at this time, I do. I did not order Domino’s that evening, nor a few days later when my n’laws (a family of 5) and I had pizza.

    Perhaps it would be a good idea to train your employees as to what VOIP is? I’d imagine that Domino’s Corporate would not be too happy to learn of this scenario and the way in which one of their managers treated a long-standing customer. Not to say that Domino’s does not already go through great efforts of Customer Service Training, but this manager evidently missed that class. My intention of this email is not to receive free pizza for life, or to get the manager fired. I just want to be heard. I need to know that this situation does not go unnoticed. And I do understand that simply because one person was having a bad day (maybe one of his drivers called in sick and the other kitchen worker was driving him crazy, I don’t know?) – does not mean that the whole of Domino’s corporation is tainted.

    I hope this gets to the right person who will actually do something about it, instead of trying to delete it quickly in hopes that no one will notice.

    You know how to get a hold of me – please let me know if there is any other information I may provide.

  • Ge
      12th of Nov, 2008
    0 Votes

    Sadly this sort of "I'm right and you're wrong" mentality is common with Dominos employees -- all of whom seem to be managers.

    Twice now, my friends and I have tried to order Dominos only to have the order show up wrong. When I try to call the manager, it seems that whoever took my order happens to be the manager. When I complain that my order was made incorrectly, I am told that I just ordered wrong. Not his problem, the manager tells me, and he can't fix it without authorization from some regional customer service center.

    And of course, the customer service center conveniently closes at 4:30 p.m. local time, before most people even order.

  • Li
      2nd of Feb, 2011
    0 Votes

    I am the office supervisor for this office. I called to order several pizzas and when Chris ansered he immediatly told me he was the only one there and "very busy". I still ordered the pizzas and I picked them up, however for 3 large pizzas, I was charged $31.32. When I arrived to pick up the pizzas, I asked for plates, cheese, and peppers. I was told there were no plates, he threw the peppers and cheese at me, when I asked for his manager, he gave me the first name Mario, and said he will be in tomorrow. I appreciate the fact that Chris was busy, we all are at this time of the year, but his customer service was very poor. Please address this issue. If you can give me a call we can discuss this further. Thank you.

  • Oh
      4th of Feb, 2011
    0 Votes

    "I appreciate the fact that Chris was busy, we all are at this time of the year..."

    Immediately I can tell you have no idea what being busy means. You probably see the people you supervise being busy and assume that you know what that means. Let me help you. If you have one person working at a pizza place during lunch rush, that person has every right to be a bit on edge and customer service be damned. For all you know he had pizzas backing up in the oven and needed to tend to that. Had he said give me just one second, you'd be on here complaining about your wait.

    I am willing to put about any amount of money that the topic poster could not do Chris' job for longer than 30 minutes before he quit due to the busy nature of the job. People who say they understand what someone is going through usually have no idea.

  • Nc
      4th of Feb, 2011
    0 Votes

    If anyone has ever worked in a pizza place they would realize it is not an easy job. You could have been more considerate, knowing he was the only one working. It's a shame you didn't look byond. He probably had phones on hold, pizzas to make, pizza's coming out of the oven and then he had to stop and get you pepper and parmasean cheese. Why didn't you ask for it when you placed the order, it probably would have been in it. Or do you just enjoy having people at your beck and call and running to get you something.

  • Fi
      21st of Mar, 2011
    0 Votes

    Dominos pizza delivered me burnt pizzas, never againwill I f@#kin purchase anything from them, i'll make my own!!! All that sh@& they talk about how they improved, IT'S Garbage!!!

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