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We popped into Dominos pizza last night. Here’s what I posted on the Dominos Facebook page….

I would like to register a complaint regarding our experience of Dominos :

My wife ordered a Mighty meaty, Garlic Bread and Chicken Kickers from the Dudley store.  After waiting for 15 minutes she inquired as to the state of the order, as 2 other customers who had arrived after her were served before her.

The leaflets on the counter had promised Dominos goodness in 10 minutes or free – yet when she queried this she was told that these were old leaflets.  The staff tried to justify not living up to the high expectation levels of Dominos by saying that the order on the computer system was ready within 10 minutes – however it turns out they gave her order to someone else.

The store was apparently understaffed – I mean…  who would expect Saturday night to be a popular night to eat takeaway pizza, and there was a new member of staff there.  All of these were offered as reasons why they had failed to meet the requirement.  My wife had pointed out that if someone had mentioned that they were understaffed that this would be understandable – but no one had mentioned it at the time of ordering, and given that a timescale under the 10 minute deadline was given it was assumed that there were sufficient staff to manage running the shop.

The manager was called who asked why my wife hadn’t pointed out the 10 minute or free issue to them when she ordered.  My wife informed them that when she had ordered, she had been informed by a member of staff that it should take 7-8 minutes.

Eventually we managed to get what we were entitled to under your deal as advertised, but not without having to argue against multiple members of staff

So – my points to Dominos are :

1.  Do your Managers usually contradict themselves?  Saying that she should have informed them at the time of ordering suggests that the offer was available, yet saying that the leaflets were old suggests that it’s not…
2.  Do you often falsely advertise your services?
3.  Do you often rely on customers to tell you how to do your job?
4.  Do customers have to tell you guys when an order should be ready?  Don’t you have a computer system for these sort of things?
5.  What’s your definition of ready?   Mine would be… ready… If – for example – you have no chicken kickers(because you gave them to someone else), then you can’t fulfill the order, and until some action is taken (offering an alternative, or refund for the kickers) the order cannot become ready.
6.  Do customers always have to battle through multiple members of staff to get what they are entitled to?

If the 10 minutes of free offer is not valid anymore, can I suggest that these leaflets be removed from your stores, as I would hate to see Dominos falsely advertising a service they cannot honour.  The Staff were informed by my wife – who has experience of retail and trading standards laws that they should be destroyed – as she left the leaflets were still on the counter……Looks like you do need customers to tell you how to do your job…..

I would appreciate some feedback regarding my complaint and what Dominos is planning to do about this.

Thanks

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Tags: customer services, Dominos

Mike  Mar 4 Uncategorized