Complaints
This profile includes complaints for Domino's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/02/2024
Type: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.
I placed an order with the store on **** Road and never received my pizza. The driver says he called me to get my apartment number but there was no answer. My apt number has always been on my profile so I dont know what happened there. I called the store, I was told he would try to re-deliver it. About an hour and a half later I called the store back and was told the driver tried to re-deliver again but I had not received a phone call or anything. I was told they had to refund me since they tried to deliver twice. I havent received the refund. Im trying to dispute it with my bank but they arent getting anywhere with the investigation. Domino's has Gps on their cars or in the system. They can look and see but since it is a franchise this owner doesn't care and nothing is being done I placed the order at Dominos on **************************************** for delivery Placed order around 7p. The store # is ************ or ************ (I have screenshots of the call log and speaking with someone for 12 minutes that night)I have a case number as well where I tried to escalate this issue and nothing is happening Case #*******
Business Response
Date: 12/27/2024
I have contacted Miss ******* and apologized for her issue.
Since I was not able to refund to her card being past 30 days since order I let her know that a check refund would be sent to her address in the amount
of $30.00.
Thanks so much
****** *****
Customer Answer
Date: 12/30/2024
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:10/11/2024
Type: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.
I placed an order for 2 Chicken ******* pasta and 1 medium pepperoni pizza at Dominoes Pizza. I was told they could no longer request extra ******* sauce or extra chicken and didnt know why. I let them knew I didnt mind paying extra because I was always charged before. I told them I wasnt going to order it if it wasnt going to have enough sauce or meat because without ordering extra its always dry noodles with little to no meat. The lady assured it wouldnt be that way so I placed the order online. I get my pastas and what do I have no sauce and little to no meat. Tried reaching out to customer service and they only took feedback. If dominos is going to stop letting customers pay for extra because its never enough then they should make sure they employees are fixing the meals correctly or dont take people money. I would like a refund for both my pastas because to paid for meat noodles and sauce not just woodland two pieces of meat. Also on one of my pastas I added Parmesan and not one sprinkle was in my food.Customer Answer
Date: 10/08/2024
The business addresss is ******************************************Business Response
Date: 10/08/2024
The letter dated 10/7/2024, addressed to Dominos Pizza ************************ has been forwarded to me for response.
The document attached to your letter indicates that Kamyya *** ordered food from a store located at **********, **. According to our records, that store is not owned or operated by Dominos Pizza LLC, but by ****** Danishw, an independent franchisee.
Franchisees are independent contractors and the persons who work in a franchisees store are employees of the franchisee and not employees of Dominos Pizza LLC. Dominos Pizza LLC does not interview, hire, schedule for work, pay, supervise or discipline any employee of a franchisee. Franchisees are solely responsible for the day-to-day operation of their store(s). Franchisees maintain their own bank accounts, file separate tax returns, possess their own identification numbers, and set their own prices. Franchisees and Dominos Pizza LLC do not share losses or profits and neither company owns any interest in the other.
Nevertheless, we believe the concerns expressed by the customer are serious and we have forwarded a copy of your letter to the franchisee. We expect the franchisee to address the issues and take any actions that may be necessary.
I trust this will allow you to close your file as it relates to Dominos Pizza LLC. Of course, should you have any questions or need additional information, please feel free to contact me.***** *******
Customer Care Supervisor
************
*********************************************************************
Customer Answer
Date: 10/10/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
After speaking with the general manager she assured me that I had a $15 reward available immediately. I tried to use it at a different location and couldnt find it. Well I called back and spoke with another manager who told me that it was a store credit and had to be used at that location. Please explain to me why would I want to order from the exact place that messed up my entire order. I am reaching out to corporate since no one knows plant contact info to the owner and regardless of anything about a franchise this business belongs to DOMINOS LLC. Will you please correct this by either refunding my money or letting me use the credit at a different location. Thank you.
Regards,
Kamyya ***Business Response
Date: 11/01/2024
This consumer was given a refund about two weeks ago.Initial Complaint
Date:09/23/2024
Type: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.
I contacted Domino's Pizza on HWY 53 in *****, ******* ***** on September 12, 2024. I ordered a pizza for my children on my way to work and asked for the pizza to be delivered to a provided address. There were technical issues with the phone (phone kept breaking up) however the customer representative accepted my card information after I placed my order. She asked to place me on hold and I agreed. She left me on hold for approximately 10 minutes then came back on the phone line to say the phone lines/card system was experiencing technical issues and would not be able to proceed with my order. The pizza was never delivered nor picked up. I checked my banking transactions that evening and noticed a pending charge for Dominos of $24.01. The transaction went through and I contacted Dominos on September 14, 2024, speaking with the store manager. I explained the issue to the store manager, advising her I had my phone records supporting this is the location I called as well as a bank statement supporting my card was charged. She refused to allow me to bring in my records (as proof), stating that they did not have records of me calling in nor such order and refused to refund me the $24.01. She asked me to contact my financial institution and dispute the charges.Business Response
Date: 09/23/2024
I have spoken with Ms. ******* and she had used a Chime Pay Card which when order was placed it automatically charged her card even though her order did not process. I advised her to contact Chime to have them reissue back to her card since this payment did not complete on our side and was
not processed through our system.
Thanks so much
Business Response
Date: 09/23/2024
Date Sent: 9/23/2024 1:59:42 PMI have spoken with Ms. ******* and she had used a Chime Pay Card which when order was placed it automatically charged her card even though her order did not process. I advised her to contact Chime to have them reissue back to her card since this payment did not complete on our side and was
not processed through our system.
Thanks so much
Initial Complaint
Date:03/19/2024
Type: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.
Weve had 2 incidents in the last 10 days, and need refunds for both, since we couldnt use. On 02/24/24, Order #*** took a few hours, store was unreachable, and once order was finally delivered, it was no longer needed because we had to come up with another dinner plan, so that our kids could go to bed on time. I thought this may have been a fluke, and that the store would get back to their normal very reasonable delivery time and great customer service. On 03/03/24 (Order #*****, the same thing happened again. App said Q was prepping my order and then it stayed in prep for three hours and I couldnt reach the store. We had to go to bed because of work in school this morning and I tried to cancel the order, but couldnt. The driver ended up delivering it three hours and 20 minutes after I placed the order, and left it by my door to be found cold this morning, and had to be thrown out. I did appreciate the driver finally texting me, but we were asleep since it was around midnight. Thanks.Business Response
Date: 03/19/2024
I have reached out to **************** and left a message to issue refunds for these orders.
Thanks so much
Business Response
Date: 03/19/2024
Date Sent: 3/19/2024 2:45:27 PM
I have reached out to **************** and left a message to issue refunds for these orders.
Thanks so much
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