Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am a long time customer of Dominoes ********************** , ************************************************************************** I placed an order (order #**) for pizza on September 21st, 2023. Both my husband and I got very sick after eating the pizza that was delivered to us from this Dominos. We had eaten different things during the day, but we were apart, both at our respective jobs, meaning, we did not eat anything together. The only thing we ate together was when we got home and had this for our dinner. Then, approximately 4 to 5 hours later, during the night, we both go food poisoning. This means by process of elimination, the cause of the food poisoning had to be what we had both eaten, ie. the pizza.I contacted Dominos customer service the next day and informed them of the issue. Their customer service got back to me with the email I attached here. They said that they would do 'everything possible' to respond to me within 4 business days. They never responded. I emailed them once again today and there has been again no response. I believe they will simply ignore what has happened and hope it goes away.My husband and I were made very ill from this and I believe that ******** should refund the money spent in this case. I don't think that is asking too much considering how often we have ordered from them over the past years. Ignoring us like this has shown us that they do not care if they make people ill. They will not take responsibility, nor even care to get in touch to resolve anything they have done. We would greatly appreciate any help.Thank you

  Customer Answer

  Date: 06/10/2023

  I was contacted directly by ******** and they have refunded my money for this order.  Thank you to the BBB! You were the reason I saw a refund for this.  Please close this case as it is now resolved.

  Customer Answer

  Date: 06/10/2023

   
  Better Business Bureau:

  I was contacted directly by Dominoes and they have refunded my money for this order.  Thank you to the BBB! You were the reason I saw a refund for this.  Please close this case as it is now resolved.
  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:23/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a dispute with the local store over delivery of items that a coupon was used for. The store was unable to resolve the dispute and an employee that I talked to that night stated that they did not have a manager and to call the head office for a resolution. After almost 2 months all attempts to contact the head office have gone unanswered. There is no one answering the phones and no replies to any messages or emails left. ****** street view indicates an empty building at the address listed as the HQ. Attempts to contact the district manager have gone unanswered as well. The store will not contact the owner to see if they can resolve the dispute. Also contacted the US HQ and had them file a complaint to the Canadian HQ on my behalf that has also gone unanswered. This business does not have any form of customer service in place to resolve disputes when they arise.
  
  Also, within the last year I started to complain that they shouldn't be substituting items on my orders without contacting me first and that I wanted what I was ordering. Almost as if in response. Delivery times doubled instantly and food started arriving cold all the time. Where that was never an issue before.

  Business Response

  Date: 12/07/2023

  Dominos proudly empowers our local owner/operators to resolve customer complaints, as we want to assure that the root issue is identified and addressed, and the issue isn't simply waved away by someone not involved with the customer experience.

  The area supervisor ******, who oversees the local Dominos reached out to the customer directly, apologized for the poor experience, and offered to provide a credit to reimburse the customer for their order. 

• Initial Complaint

  Date:15/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 2nd at around 10:30 PM I used the Domino's website to create a food order for a pizza to go pick it up from **** *** ******** ***** ******** *** **** Upon arriving around 11PM I noticed that the restaurant had not made my order and were denying that the order existed. The Staff also said its late and they wont be making my order.
  
  I showed them the app and order confirmation number #*** on the application, after a couple minutes of denial they finally proceeded to make the pizza. Through the application I applied a coupon, after checking out and getting home I noticed the coupon had not been applied. I called Domino's customer support (which is just a voicemail) to put in a complaint about how i was made to wait 30 mins in the store, and my upset that nothing about this order went as expected.
  
  On June 12th 2:00PM I received a call from the franchisee. The owner was extremely rude to me and wouldn't let me talk at all, they kept continuing on about how mistakes happen and wouldn't let me talk. After trying to explain my issue 3 times they responded to me that they already know what i want to say and I quote they've "already heard my music", after trying 3-4 times to explain my situation and not being able to talk I got frustrated and asked them to "shut up and let me talk" at that point the franchisee called me a "***** ***** ** *******", "******* ******", and kept name calling me, while bragging that they had recorded the call. After that I hung up as my blood pressure had rose and my heart arrhythmia was acting up, I didn't want to make it worse. After hanging up the franchise owner proceeded to harass me and call me an extra 2-3 times leaving voicemails to call them back and pick up.
  
  This interaction left me with a shaking hand, and lead to a nervous break down. This is not right. This is not ok. I had legitimate issues with my order and wanted to voice my concerns. I expect a proper apology from the franchisee and due compensation for this matter.

  Business Response

  Date: 19/06/2023

  We received the complaint on June 13 and our customer service team reached out to our representative for that location and spoke to the customer on June 14. The customer was told we would send him a $30 gift card to the below address. The card was mailed via Canada Post on June 16, 2023.

  I spoke to the
  customer, would you be able to send him a $30.00 gift card?
  Ehsan Omidi
  384 rue Crepeau
  Unit 701
  Montreal, PQ H4N
  0A6
  
  Thanks

  Our records shows the complaint is closed.

  Thank you

   

• Initial Complaint

  Date:03/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It’s very simple ,your delivery drivers are going to kill somebody if they continue to ignore stop signs and crosswalks . Shot at 2** ****** ****** north in Hamilton Ontario ,drivers are from ***** street north location in Hamilton

  Business Response

  Date: 05/04/2023

  ***, thank you for bringing this concern to us.  I have been keeping tabs and seeing how the management team has been handling your concerns about the drivers.  The timing of this BBB concern came about the same time our team was discussing the situation in general (not this video but the other ones).  I believe that our manager is taking the appropriate steps to resolving this and your help does mean a lot to make sure things don't slip.  
  

  As our manager mentioned, we are very appreciative of your diligence and your camera footage about the unsafe driving.  This is amazing and gives us actionable intel to address the situations with specific individuals.  We stand with you and do not want a careless driver on our team and putting other people at risk.  We do not encourage speeding in any way.  Our emphasis is on hustling when on our feet and driving safe on the street.  

  As a business when adding drivers to our team, we check driving records and work on a strict policy regarding driving complaints.  This is a serious matter and safety is paramount.  We are aware that we are just delivering pizza and the bit of extra time safe driving takes is well worth it.  

  My email is ****************** if you would like to share anymore or feel as if the message isn't being received by the drivers, please feel free to contact me directly.  Nothing is worth the risk of injury or worse and it needs to change.

  ****** ******

   

  Customer Answer

  Date: 05/04/2023

  Great response and fast professional action on the part of the company . Matter closed at this point in time ,thank all parties involved 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:29/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made an order March 24th 2023 for 4 pizzas. Received 3 pizzas that were not to the company standard and the fourth was overcooked dough burned pepperoni and no cheese. When I called to complain the manager was extremely rude and dismissive and said he would send a replacement. Almost 2 hours later the replacement still didn't arrive so I called for refund and was told that "I'm just an employee of the company I don't need to put up with anybody s**t. Extremely unprofessional so I demanded my money back and was told I would get 10 dollars back. Not impressed will never use this company again

  Business Response

  Date: 26/04/2023

  The Store location has been in contact with the customer and trying to resolve the issue.  See below. They received no response from the customer.

  Thank you

   

  ***** ******** ***** ******** ****
  ***** ******* ***** *** **** ******* **
  *** ******************** **********************
  ******** ******** ********* *** ********* ** ***** ***** ***** **********
  
  ***** ******
  
  This
  the GM for Domino's Pizza in Williams Lake. I am sorry to hear about your
  negative experience with us. As a result, I would like to offer you a free
  credit for all the pizzas in you order for next time when you order. (Please
  just call in to redeem your credit)
  
  I
  tried reaching out to you via call on Thursday, Friday and Saturday (today) but
  no one answered. 
  
  I am
  extremely sorry again and will make sure this does not happen again.
  
  
  Thank
  you 
  
  Domino's
  Pizza 
  ******** ****
  

   

  Customer Answer

  Date: 27/04/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:17/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 5 XL pizza from location at **** ********** ** ** ****** ** on Nov 28 2022 with order number #3 on Dominos App for a birthday party. When I got the store, they said they had IT issue and never received the order. I have to show him the order from App and waited for 30+ mins. The guest for party are all waiting and hungry. This is really bad experience. After I complaint online via form, store called and he only can issue one free pizza as compensation. I did not accept as I ordered 5 pizzas. Store told me I have to talk to head office. I have then contact them 3 times via online form or phone with voicemail. It has been more than one month no one reaches out to me.

  Business Response

  Date: 26/01/2023

  I am sorry for the issue with your order. I will contact the store directly to guide them how to handle situations like yours. Please send me your full name and mailing address.

  I will send you a gift card for your troubles.

  Thank you
  Cheryl

   

• Initial Complaint

  Date:03/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed complaint to [email protected] as well as on their official complaint form. Their ******** area store manager emails me. The area manager, although says to me in writing that will give me a free pizza gift card (and I assume he also meant 10 piece of the pie points too??) has not followed through on his word. Manager involved has not responded to my last attempt to reach him. And it has been several days, now. My email is *************************** I'm still waiting to know how to be getting both, and when (and in instance of gift card, if applicable where would I need to go)?

  Business Response

  Date: 19/01/2023

  
  
  This customer
  contacted us on Dec 18th, and it was forwarded to the franchisee on
  Dec 19th . The customer sent a follow-up on Dec 19th and
  that was also forwarded to the franchisee on Dec 20th.
  
  We received a
  response from the franchisee on Dec 20th that they have sent a gift
  certificate to the customer for a large 3-topping pizza.  
  

  Customer Answer

  Date: 20/01/2023

  December 20th 2022 that ******** location's store guy emails me at 1:09pm.

  And he says: "i can send you a gift certificate for a free pizza".

  Key word here is '''can send''', meaning no gift certificate delivered to me that day before time of 1:09pm (from 12am to 1:09pm).

  So after 1:09pm, that very day, moments after email by Rishabh Sharma <[email protected]> of him saying the above.. that he 'can send', know what I did? So not long after I reply asked him how I am to be getting; he nor they that day hadn't respond to my emailed question of how they to give. In 1 full month he & they et al., have replied to me zero times!

  By all indications --with Rishabh and Dominos & co., as did not tell me the time they to deliver nor confirmed the delivery time, and in they not having told me how and by who it'd be delivered -- it should be abundantly clear BBB, Mr Sharma & Dominos higher-ups, did NOT send me a pizza gift certificate!!

  I am beyond pissed right now!!! And I will be proceeding to low rate this business on other business review sites if they don't see to it to ACTUALLY FOR REAL send the gift card and deliver it in my hands.

  You can forward this to the business for their follow-up response, and I will see what they do or don't do and act accordingly.

  Thank You,

  Prabhjot

  Benning

   

  Business Response

  Date: 26/01/2023

   I am sorry for all the back and forth emails. Please send me your full name and mailing address. I will send a gift card from the Head Office.

  Thank you