Complaints

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• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  This concerns Dominos store located at: 450 Columbia St W; Unit #2; Waterloo, Ontario; Canada.
  Business shop owner/store manager/head of staff, Mr Rishabh S., sends his dominos driver at wrong time and then assures me --by email after-- that he will personally make it up to me and in his words as he puts it, 'send' me a free pizza gift certificate BUT such promised gift card/certificate has NOT yet been given to me - not in person nor electronically. His free pizza promise was made in writing on Dec 20th 2022. It's now the New Year; today's date is Jan 5th 2023 (now is well past 2 weeks since his one and only email!). Not happy by order delivered at wrong time and not at all happy by Mr S. saying one thing yet inaction /no issuance by Mr S. of Dominos free pizza. Quite frankly for double mishap, they should be giving me 2 free pizzas for the trouble they have caused me. As Mr S. remains hush about how and when pizza to be sending, I am here waiting for response/to get pizzas from chief people at Dominos Waterloo corporate HQ -please respond to this complaint and make right of monumental double mishap by giving to me my above owed /2 sought pizzas.

  Business Response

  Date: 14/02/2023

  I apologize for the delay in responding.  Our store manager has been out of the country and our mail was not being picked up.  
  I'm not really sure why this has been brought to the BBB.  From my understanding an order was placed by the customer online and timed for 12am delivery accidentally, when it was intended to be for 12pm delivery the following day.  We arrived, tried to contact the customer, but received no response on the phone number provided.  The following day when the customer intended for the delivery to arrive, Dec 18 he started sending emails to the corporate address instead of just calling the store to ask where his pizza was.  Situation could have been resolved immediately.  After the email chain arrived from corporate level to the store level by Dec 19 a gift certificate was mailed to the customer Dec 20.
  Thanks,
  Jon R.
  Dominos Pizza

  Customer Answer

  Date: 14/02/2023

  
  
  Complaint: ********

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

  - As maintained, Dec 17th's order, not placed @12am. It ought to have –but not – arrived at my door @12pm Dec 18th.
  - Nobody knocked on my door on Dec 17th. I was in house and there’s 2 rooms right by the front door, nobody heard anything; not me, not my roommates, no one. Probably driver delivered to the wrong house but what was I supposed to phone in about when I was expecting my pizza to come the next day!!
  - And then so come Dec 18th I had the dominos tracker open, and progress bars weren’t filling red at 12pm. Waited an hour, so at 1:35pm, 1 bar lit red indicating store received order, that’s it

  (IF AS THIS GUY SAYS DELIVERED @12AM WHY OH WHY WAS ‘’OUT FOR DELIVERY’’ BAR NOT LIT RED? THAT’S BECAUSE PIZZA NOT DELIVERED, NEITHER AT NIGHT NOR AT 12PM!!!).
  
  Then wrongly assuming I didn’t call, I did. I tried calling to ask where pizza was and no one picked up. And what does it say Jon R., about if pizza is late by more than 30 min's, you get it free. You say some certificate sent, .. You literally just admitted here your "store manager left the country", and you further admitted “our mail has not been picked up” – so how oh how did a gift card get sent to me if guy gone and I didn’t authorize to him to send it by mail NOR did I subsequently confirm with him time to deliver and my delivery address -that’s because the gift certificate hadn't been delivered!
  Maybe Dominos & co., actually take accountability for how bad
  you botched my order, and make things right by delivering on your promise. I’m
  still here waiting for my free pizza.

  
  Thanks!
  
  
  ******** *******