Domino's Pizza

We ordered an extravaganza pizza at 11:01p.m. on 2/16/2024 from 62 First Watch Dr. Moneta, VA. 24101 for delivery to 120 Lakewatch Circle, Moneta VA 24121, literally 3/4 of a mile behind the store. The estimated delivery time was 17-22 minutes. At 11:13, I called the location to verify delivery time, when the employee answered the call, he communicated the order was canceled and our delivery was a security threat because we did not answer the return call. We attempted to understand why, but the manager only offered we were a security threat and no pizza would be delivered to the above address. At 11:56 p.m. I drove to the location though carry out was not available, the manager was observed sweeping the floor and not busy making pizzas.

At 11:21 I called the store and asked for the manager, the person on the phone communicated she was the assistant manager. We reviewed what we experienced the night before trying to order a pizza and she was quick to apologize and share that was uncharacteristic of that location. I Requested the district managers contact information (Seth Young) which she was not able to share but took my name and phone number assuring she would make sure someone would contact me regarding my experience.

At 9:40 p.m. on 2/17/2024 my wife and I stopped in the location to meet the manager that refused to fill our order the night before due to security reason and hung the phone up on both my wife and I. Mr. Sheppard continued to claim Dominos policy for the reason our order was categorized a security risk. We inquired what the definition of security risk was and he explained someone that may not pay for their order if they do not answer a return call if they try to call the person that placed the order. Mr. Sheppard did not leave a message when he attempted to call my phone. Mr. Sheppard was short and seemed to chuckle and not show much concern for what we experienced as customers and encouraged us to file a complaint as nothing would result from the complaint. Mr. Sheppard did acknowledge the decision to call a customer to vet the legitimacy of an order was ultimately his decision as a manager. When asked why he did not leave a message, he had no comment. When asked why he never suggested we pay by debit or credit card to eliminate the security threat, he had no answer. Additionally, one of the delivery drivers arrived during our conversation with Mr. Sheppard and he we very sarcastic and rude telling us to leave the store we have said everything we need to share. He refused to provide his name. This store is located in a very safe location and this experience was unacceptable. We are business owners and if we treated customers, we would not be in business.