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:04/22/2024

  Type:Service or Repair 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 3/7/24, I submitted a carryout order #**** on Domino's website for store #1450, but when I arrived the young, ***** guy at the counter said he just gave my order to another customer. I asked if they verified names before giving out orders and he responded, "I asked her if her name was ****** ******." I immediately informed him he did not verify any info because he literally gave my name to her.
  
  Domino's prints out a customer's name, address, telephone number and email address on all orders regardless if they're carryout or delivered, so now this random couple has all of my personal information. In addition, Domino's also has a digital display in their lobby that shows customer's first and last names. Due to Domino's negligence, I immediately removed my email address *********************** from all of my food apps.
  
  I submitted 3 inquiries at **************************** on 3/9/24, 3/19/24, 4/6/24 and via *******
  on 4/17/24 regarding the disregard of customer privacy and asked why they couldn't encrypt customer information and why would a customer's address be printed on a carryout label. Although I made 4 requests to contact me via email, I never heard from the store owner or franchisee. At this point, it's more than apparent Domino's is not concerned with protecting the privacy of any customer's information.

  Business Response

  Date: 05/14/2024

  To Whom It May Concern: I wanted to let you know that we do not have any personal information on our Carry-out orders. I tried to send a picture of our receipts, but I am having issues. The only thing that we have on our carry-out receipts are the following:

  Customer name

  Order #

  Paid or not paid

  Summary of what the customer ordered

  Order of items in oven

  Coupons/adjustments

  Taxes and total

  Dominos pizza

  Store phone #

  Date and Time order was placed

   

  We did correct **** ****** order that night of March 7, 2024. I even sent **** ****** a gift certificate for pizza and wings and **** ****** redeemed on March 16, 2024

  If you have any further questions, you can reach me at ************

  Thank you, ******* *********

   

  Customer Answer

  Date: 05/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. They never addressed how they gave out my order without properly verifying customer information or indicating they would take proper steps in the future.

  2. I never received a gift certificate. The lady who was making pizzas the night of the incident told me she would note my account for a free pizza and wings. Again, I never heard anything from the store owner after contacting Domino's corporate office 4 times which is why I submitted a complaint through the BBB. I wasn't told they are actually doing business under ****** ***** **** until I reached out to Domino's on *******.

  3. Also, they've always printed out the customer's name, phone, address, etc. on the take out boxes. However, when I returned for my free pizza nothing was on the box at all. Not even a slip tucked in to show who purchased the order. 

  I appreciate the BBB in contacting ****** ***** **** aka Domino's so my concerns could be documented so when future issues occur regarding neglecting customer privacy you will be able to let them know it was not the first time.

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

  Business Response

  Date: 05/27/2024

   

  !. The GM told the customer their order was given to someone else by "Mistake". Other than the customer's name and what they ordered was on the receipt, with OUR address and phone number, price of order and taxes. We do not have any customer those orders "carry-out" have any addresses on them.

  2. The GM did remake the customers food that night and Apologized for the human error of giving the wrong order to another customer. The GM did give them the credit for the next time they ordered. Customer was correct on no gift certificate (I was incorrect on that). I didn't feel I needed to call customer about situation, since my GM handled the situation that evening and credited the customer a future order, that they did use. The GM said customer was okay after the pizza was remade and given credit.

  3. We do not put address and phone numbers of customers on our CARRY-OUT orders. The receipt has their NAME, what they ordered, OUR address, phone number, date, time they placed order, price, taxes, and any added-on sauces. 

  If I need to send a picture of our carry-out receipts and what they have printed on them, please let me know? I have no problem showing what is printed on our carry-out orders. 

  Thank you, ******* *********

  Customer Answer

  Date: 05/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The only person who made contact with me was the woman making pizzas. If this was their GM then she never identified herself or made any assurance to me this "human error" would be addressed because it was clearly a training issue. You do not verify a customer's name by telling a stranger the name.

  Both of the responses from ******* appear aggressive and fails to show any sympathy for my inconvenience. She had every opportunity to show an image of the carry out labels in her first response but failed to do so, which leads me to believe they are making changes to them. ******* also didn't bother to address why a customer's full name is on the digital display in their lobby. These omissions are intentional and an indication of how little Domino's aka Seagle Pizzar respects a customer's personal information.

  I do not accept their response nor do I wish to hear anything further from them. They have lost my business and will continue to lose more until changes are made.

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