HORRIBLE Customer Service Last Night...

from Domino's Pizza at 40/42!!!!! And I do mean HORRIBLE!

I'll try not to make this too long...I called there at 5:30 to order 2 medium pizzas, and was told it would be delivered in 45 minutes. After an hour my son started getting antsy, and asking why they weren't there yet. I explained it was raining and that might have slowed him down a bit. At 6:39 I finally decided to call down there and see what was going on. I'm pretty sure it was the same girl that answered the phone that took my order. So I ask her, and she says, your number isn't coming up (1st call was from home phone, 2nd was from cell phone). So I gave her the number I called from, and she said our order wasn't in the system, am I sure I called the same place? UH - YEAH! i told her that she told me my address when I called before and I had already paid with credit card over the phone. She kept insisting it wasn't in the system, and did I want to order again? NO! My kids were hungry THEN, not in another 45 minutes! So she asked if I wanted to talk to the manager, and I said no - at that point I was too angry to talk to anyone.

Then I hung up, and hubby said I should talk to the manager, for nothing else, they had my credit card information. So I called back, SAME GIRL ANSWERED, and I said I would like to talk to the manager (there was probably 30 seconds in between phone calls). She came back on the phone and said HE'S BUSY, what is it regarding? ARE YOU FRICKING KIDDING ME??? The manager is too busy to take a call from an angry customer, and she already forgot what our conversation was? OMG. I was livid! I told her what my problem was and told her they wouldn't get my business again, and before I got my sentence out she HUNG UP ON ME!

So my husband tried calling back, and no one would answer, then he finally got through and asked for the manager again. They told him he was busy too, and he flipped out on the girl. Told her if the manager didn't get on the phone he was coming down there to talk to him personally, and it would not be good. At this point it had been 1.5 hours since my order, and still no pizza. So while he's waiting for the mgr to get on the phone he hears everyone laughing in the background about having a mad customer on the phone. Then the mgr finally comes to the phone and says (quoted) "yeah, what do you want, I'm busy"! OMFG!!!!! So he told him what the problem was, that their customer service skills sucked, and a lot of other things as well. The mgr said our pizza left at 6:48 and would be here shortly.

SO.......They kept insisting our order was never placed, yet they somehow knew what our order was because they supposedly sent it out at 6:48. Are they psychic? Did they make a good guess???? THEN it took 20 minutes to get here. We live 5 minutes away. If you know you have angry customers, and you obviously forget to make an order, wouldn't you make them your first stop??? Try to please them so they come back again? Not them. They could care less. Hubby still wants to go down there and talk to the manager in person. It was a horrible experience. Hubby even told the delivery guy, his boss is a &^%$ and if he wants a real job, give him (hubby) a call!

 

forget the manager, I'd find out who the owners are and complain directly to them. :twisted:

 

It's epidemic. Had to run through a drive thru in Clayton the other night, the person taking the order was obviously not paying attention to what I was saying due to the number of times I had to repeat myself. At the end, I asked her to repeat my order and she informs me that she was doing something else and wasn't going to. :? I get to the window and started to ask for the manager, but guess who took my order? Yep, the manager. And no, my order wasn't right either. :evil:

DH was on the phone with the manager of HHGregg in Raleigh for nearly two hours week before last over the new TV. He just wanted to exchange it, not get his money back. The guy was a complete jerk and at one point said "It's not the end of the world, it's just a TV!" I give DH props for not going up there and ripping his head off. Yeah, it's "just" a TV, but one we just paid out the yingyang for and it should work perfectly since it's BRAND NEW!! :banghead:

 

I don't mean to gross you out, but I wouldn't have accepted and eaten that pizza. There is no way of knowing what they did to it, especially if they were laughing in the background on the phone. :ack:
And, yes, I would go online and email the franchise owner as previously posted. It may only gain you a few coupons which you likely will not use, but that kind of ordeal should not go unreported.

 

how much did you tip the delivery guy?

 

Under those circumstances, I think I would have done two things.

I would have told the manager that they could eat those pizzas when the delivery guy got back to the restaurant, because I wasn't going to accept it. I would have told him that in the time that it took for him to find the time to talk to a customer, I had since placed my order with another pizza joint.

I, then, would have told him to cancel my credit card payment, hung up and called the bank to dispute the charges immediately due to poor service. You did mention CREDIT card, instead of DEBIT card so there is a degree of protection against situations like this when you use a credit card.

That said, however, I don't prepay for food...especially with a credit or debit card and I don't do delivery. If I want something, I go get it. I like that degree of anonymity when placing my order.

 

We've had similar issues with multiple pizza places. In particular, the Clayton Pizza Hut. Last time they also "forgot" one of the items on our order but what ticked me off was being lied to about it. What I expect as a customer of ANY business is that when a mistake is made (and let's face it, as the Sugarland song goes "Shhh....it happens") the responsible party just acknowledges the error and then does their best to correct it. I wouldn't have a problem if they said, "we are so sorry but we lost your order but will gladly make it now for you and compensate you for your trouble". THAT is customer service. I have been in Customer Service my entire career in one way or another and when someone is upset, whether the complaint is legitimate or not, my first rule was to acknowledge their concern, show empathy and then find out what they want to "make it right". Seems pretty simple to me.

 

Honestly, if it weren't for my kids I would have said forget about it, but they were hungry, and my son had been wanting pepperoni pizza all week. I am definitely thinking of writing or calling the HQ about this, and will definitely NOT be going back there again! Now I'm really hoping the Papa John's is coming to 42/50 like someone stated earlier here this week. I like their pizza better, and they're just 1 mile down the road!

As for prepaying, I didn't want to, we try not to use our credit card at all, but we didn't have any cash, and due to the rain I didn't really feel like going out to get it. I would have been mad for a whole different reason if I had waited 20 minutes, driven down there in the rain, and then found out there was no pizza waiting for me, due to my "not having placed the order" that I did! UGH!

(hubby's going for a motorcycle ride today with friends. I told him they should all pull up there on their bikes and go in together and let the manager know how they felt)

 

they must have forgotten that you're royalty

 

We had an issue with that dominos about a year ago and I actually waited until a weekday at around 10am snd called. I ended up speaking with the owners (husband and wife). They went above and beyond to fix the problem and were very nice. I would speak to them.

 

I hope I didn't come off sounding like I was being judgmental. I didn't mean to be. We all have circumstances where we do things out of convenience. Its just that the stage is set for problems when you have too many folks handling your food or pay for something before you get it. The problem, however, is not with you using a card or having it delivered. Those are services they are supposed to perform and they failed. Then to top it off, the management and staff were obnoxious.

 

What makes you say that? Because they expected pizza they ordered and PAID for to be delivered? In the time they said? And to be treated with respect as the PAYING customer? (notice I didn't say anything about expecting royal treatment, just what they paid for) Wow, you and NY9 are a pair today!!

 

Where in the world did that come from, Irishluck? LIke Kdc said, I ordered and paid for pizza that was never delivered. If it was an honest mistake they tried to fix, it would have been fine. Things happen. BUT they should not be in customer service at all. You don't tell a customer you're too busy for them, and you certainly don't answer the phone with "what do you want, I'm busy", and you definitely don't try placing blame on the customer (saying I must have called the wrong one). And we never got any kind of apology either, for making the mistake or being rude.

 

God I'm sick of this

This is why you see I've been a member of this board for a long time-but have very few posts. A few ADULTS can't even have a forum talking about issues that effect them without some arrogant @#$%&^* chiming in with bovine defecation. Didnt ya ever learn the rule about-if what ya got to say isnt important-DONT say it! God Im sick these people-and I think you know who i mean-all these sh*& stirrers! Sorry for the rant-continue on!

 

And another...

I had an issue with McDonalds (can you believe that? lol) in Clayton last Saturday. Went thru the drivethru. Ordered 3 DBL HAMBURGERS (NO CHEESE PLEASE). 1 Reg. 2 just ketchup. 2 Fries.
When they gave me the bag it felt very light so from previous experience I checked it. 1 HB with ketchup, 1 order of Fries. Hmmm. Not enough for 2 people.
Repeated my order to lady at window, gave her back the bag & pulled up to wait in front per her request. After quite awhile my corrected order was brought out.
This time: 3 DBL CHEESEBURGERS ALL THE WAY & 2 FRIES. They took out the 1 burger that was right.
Running late by this time and though my friend wanted to pull over, go in and tell them off, I didn't have time for that.
After all, its McDonalds, what do you expect? At least they got the fries right.

Hamburgers are a real joke in my house because we know, whether its a drivethru or a sit down joint, 9 out of 10 times I'll still wind up with cheese. :banghead:
I just don't understand why cheese is constantly being forced down my unwilling throat.
Hmmm, maybe theres something going on that we don't understand and aren't supposed to know. :idea: Is there a secret ingredient in cheese that only the government knows about? ITS A CONSPIRACY! LOL :?
You want fries with that.

 

Hey LocalLady - I'll eat your CHEESEburgers anytime you want!!! :mrgreen: I could eat one a day, easy. And I will eat cheese on almost anything, so if the gov't is in on some conspiracy, I hope they fill me in on it soon!!! LOL

 

OMG That reminds me....

Oh that reminds me of another incident recently. We're still laughing about it. My 11 year old son & I went thru the drivethru at Smithfield's BBQ in Clayton.
(Look, I am an NC native & once inwhile have to have my southern style bbq fix even if it is some of the worst I've ever eaten, lol).
Anyway, my son wasn't hungry so just ordered a soda. I ordered their special value meal (BBQ sandwich, French Fries & a tea).
My son & I both just looked at each other with our mouths open in amazement when the guy actually asked me.
"DO YOU WANT FRIES WITH THAT?' :lol:
I explained to him that yes, FRIES COME WITH THE VALUE MEAL!

Hey guys, I have an idea. Lets add fries to our value meals from now on.

 

the reason they push cheese is because most people like it, personally i wont eat a burger without it. but i hardly ever use a drive thru cause they never get orders right, once we went to the clayton mcdees and my husband ordered a burger and ate a couple bites and i gave him my pickles, i dont like them on burgers and he opened his up and there was no meat! i asked them wheres the beef? and the dominos also i ordered pizzas and an hour later they werent here and i called and said i ordered pick up, but didnt. at that point i went and got them myself, didnt want to wait another hour.saved the delivery fee and tip!

 

lol

 

cmon now I thought that was rather funny... don't be to tight... :cheers::cheers: remember schtick..... :jester::jester: