Domino’s hates it’s customers
I thought about this for a few days before posting. It is a bit ridiculous. Not just on the part of Domino’s but that I spent any effort trying to “resolve” an issue with a company who is easily replaced. It was just so irritating I couldn’t help myself.
I hadn’t had Domino’s Pizza in a long time. In the last few years the company has tried to do a major over haul of it’s product and it’s reputation. Long gone are the “Avoid the Noid” commercials. Flavors for adults.
“We (Domino’s) spent three years perfecting our fresh dough”
“It’s easier to do things faster and cheaper, we’re (Domino’s) not interested in that”
Okay, I’ll bite. Hunger had gotten the best of me. Many months ago I had contacted the closest store to home and had either the manager or the owner talk to me about why they can’t deliver. The explanation was “corporate policy” but they have received a lot of calls and where hoping the situation would be resolved soon. So I left it and just forgot about it. As I said earlier, there are a lot of places to order pizza from.
When I went to their website to order online it informed me that it was still pick-up only. Seriously? So I wrote a message, I don’t have it here OR I would post it. It asked why their competitors on the same street would deliver but their company would not.
The response I received was:
David,
I am really sorry to hear about your disappointment and frustration with a Domino’s Pizza experience that was less than great. We appreciate you contacting us and giving us the opportunity to fix the situation. My name is Joshua and I will be happy to help resolve your issue.
The <redacted> location where you ordered is locally owned, so my first step is to report your concern to the owner. This will give their office the opportunity to hear your feedback firsthand, and do what it takes to keep you as a loyal customer.
David, your feedback is a gift and we appreciate you contacting us. Once again, I am really sorry that we let you down. If you do not hear from a local supervisor in 3 days, please contact us again so that we can make sure this is resolved for you.
Most sincerely,
Joshua
Domino’s Pizza Customer Care
Um, no. That wasn’t the issue. Again, I wish I had the actual response I sent. But I told them not to bother the Holt store. That they had wished they could server me as a customer but corporate would have an issue with it. There response was:
David,
Thank you for contacting us at our World Resource Center. As one of our valued customers, your concern is extremely important to us.
We do apologize for any inconvenience not having a store that delivers to your area may cause you. Every Domino’s store has a specific delivery area that is measured by the drive time from the store in all 4 directions. This ensures that we provide timely delivery service to our customers. This is a trade area that each individual franchisee is granted. As a result, they are unable to deliver anywhere outside of that trade area. Someday we may open a Domino’s store in your area, as we are always looking for great locations for new Domino’s Pizza stores.
We sincerely hope that you will allow us to serve you as a carryout customer. Please don’t hesitate to contact us atwww.dominos.com or call 1-800-DOMINOS for us to locate your nearest carryout location.
Most sincerely,
Asia
Domino’s Pizza Customer Care
Cottage inn Pizza
<redacted>3.7 miles from my houseHas delivered several times to my house and excepts online orders.Domino’s Pizza<redacted>3.5 miles from my houseTalked to either a manager OR the owner several months back who said “we would love serve you, but it’s a corporate issue”There are only two factors I consider when I feel like ordering in:Can I do it onlineWill they deliverYesterday I saw a Domino’s commercial and said “I’ll give Domino’s another chance” – AND DOMINO’S FAILED. I went with a competitor who was just down the road from your store, further with a longer drive, because your system refused to take my order. Something that should be fixed.Or not. Of all companies Domino’s should understand the cost of dissatisfied customers. The franchised had to do a complete over haul because of it.
David,
Thank you for contacting us at our World Resource Center. As one of our valued customers, your concern is extremely important to us.
We do apologize for any inconvenience not having a store that delivers to your area may cause you. Every Domino’s store has a specific delivery area that is measured by the drive time from the store in all 4 directions. This ensures that we provide timely delivery service to our customers. This is a trade area that each individual franchisee is granted. As a result, they are unable to deliver anywhere outside of that trade area. Someday we may open a Domino’s store in your area, as we are always looking for great locations for new Domino’s Pizza stores.
We sincerely hope that you will allow us to serve you as a carryout customer. Please don’t hesitate to contact us atwww.dominos.com or call 1-800-DOMINOS for us to locate your nearest carryout location.
Most sincerely,
Ebony
Domino’s Pizza Customer Care
UM – wasn’t that the same email I just received? I think that was customer service saying “we don’t care. Why would we care. We don’t need your business.” So I gave them the same response back Except adding a third chain, Hungry Howies, also on the same street, less then half a mile away from their store, also delivers to my home. So that’s two competitors, who have online ordering, that deliver, and are less then half a mile from their store, on the same street, offering about the same product.
I also called them out on sending me the same cookie cutter e-mail. About a day later this is what they had to say:
David,
Thank you for contacting the Domino’s Pizza Customer Care Team.
We have received your additional comments and have forwarded them to the appropriate person.
Most sincerely,
Lisa
Domino’s Pizza Customer Care
Another brush off e-mail. I don’t understand. Knowing that every business runs on different models is one thing. In a competitive business where it’s hard to differentiate one product from another, to purposely ignore customers is crazy. So I decided that Domino’s hates customers. It’s easier to just send my business elsewhere. I’ve been told their pizza still isn’t as good as their competitors anyway. I was hoping to decided for myself.
*ShruG* I was curious for half a second about the company’s product. Now I just wonder how Domino’s stays in business.
David J.
Even though we talked about this a little already, I’m glad I remembered to come back and read the post. Hilarious. Crappy pizza, crappy customer service. Clearly better off never ordering from there again