Domino's pizza call centre is ruining business for the store owners.

We ordered 2 pizzas tonight through the newly implemented call centre as well as some accompanying items. This was at 19:19

The pizzas were delivered at 19:48

When we realised one of the pizzas was incorrect after delivery we phoned again to correct the issue at 20:10. We were told they would phone us back and that they were going to check with the store.

At 20:18 we we're phoned back by Siphiwe. We were told that they were preparing the replacement pizza.

We waited until 20:47 when we phoned again expecting the pizza to be delivered but it still hadn't been. We explained again and we were told that the pizza was being made at the time and would arrive in the next 20 minutes. At this point we declined and told them to come fetch the pizza and return our funds as we had been waiting too long already considering the pizzas usually take roughly 20 minutes to make and deliver. The person on the phone then said they would get a manager and that we must hold, but they hung up the phone.

We phoned back immediately and insisted that we wanted the incorrect pizza collected and to be refunded. The person on the line insisted that they were making the new pizza and that it was ready to leave the store.

At this point we asked to speak to manager and was told he was phone. We asked that he phone us back as soon as he was off the phone.

At 21:03 Siphiwe phoned back and said that the driver from the store had been in an accident and that's why they were having issues with the delivery and that he would call the store and try sort it out.

At this point we we're tired of waiting and took the incorrect pizza back to the store.

We spoke with Chris from the store and all the employees who were shocked and confused as the drivers were fine and there had been no accident. Also no order for the replacement pizza had been sent to them

The manager there Chris was very helpful, polite and understanding. Even though this wasn't their fault they had tried to remedy the situation.

At 21:19 we phoned the call centre again when we informed them that we we're at the store. They then offered to call back on the land line at the store. They spoke with Chris on the phone for a few minutes, and the conversation seemed to go nowhere as it is not Domino's policy to give refunds and Chris was seemingly being told to do so on the phone. The person on the phone then asked to speak with me. The person on the phone was also named Siphiwe. I explained to him that the previous Siphiwe had phone and told me there was a motorcycle accident which was a lie and had told us an hour ago that the pizza was being prepared when the store did not receive such an order. We pointed out that they had **** to us a number of times regarding the issue. He said he no would speak to the other Siphiwe and try to find out what was happening.

We left the incorrect pizza with the store, and Chris tried his best to remedy the situation and make amends, but we told him that we didn't feel it was his responsibility to do so as they hadn't made the mistake and shouldn't take a loss from it.

We do feel however that the call centre is costing this store and perhaps others business by behaving unprofessionally and lying about matters regarding customer orders. We also don't feel that the call centre is necessary or functional as we have never had an issue with this store in the last year of using them phoning them directly. And our first encounter with this call centre was a disaster.

It was also confirmed by the manager who checked the phone recordings that the order was taken down incorrectly later.

We feel we are entitled to a refund from corporate/head office as we are out a hundred bucks, returned the incorrect pizza, and never received a replacement and have wasted way too much time dealing with this matter when the system of phoning the store worked great before.

We commend the store and it's staff for professionalism and empathy in this matter. They've always done great. However this call centre is clearly going to tarnish their reputation and lose them money. Get rid of it.

The order was no234