Online orders and customer service unworkable
<p>I placed an order last night online for Westville North Domino's, and when I went to collect they not only did not have the drink I ordered, but said they do not stock that item (coke light). How can something be in the online menu and not a standard stock item for the store? I was told refunds cannot be done in-store for online orders and I could get a refund online. When I asked how they would know I had not collected the item I was just told that the account history was there and all refund requests would be honoured.</p> <p> </p> <p>There is NO refund facility online, nor is there a customer service facility, not even an email or phone number, except for a "taste holdings" marketing manager, under a "taste holdings" tab.</p> <p> </p> <p>The number on the pizza boxes "0861dominos" responds with "Sorry the dialled number is not in service" and when I called the store I was told to try 0860dominos , which responds "the number you have dialled does not exist".</p> <p> </p> <p>Nobody in the store can tell me how to proceed, they took my number to try to find out and call me back. So much for their promise that if you are unhappy they will fix it, guaranteed. There does not seem to be any mechanism at all for fixing obvious problems. Can I possibly be the only customer who hasn't accepted a substitute for an item I have already paid for?</p>
Hello Gavin
Thank you for taking the time to submit your experience through the Hello Peter website.
We have logged your case, with interaction number CAS-36058
Dominos Customer Care would like to take this opportunity to thank you for your valued feedback and would like to assure you that your experience has been noted and will be conveyed to our Senior Store Manager and Regional Manager.
We encourage feedback and therefore are pleased that you have let us have the benefit of your views.
Kindly note that one of our Customer Care Agents will be in contact with you soon to discuss your Customer experience.
We look forward to welcoming you to one of our Stores or delivering a delicious taste experience to your door.
The Domino's Pizza Team
Customer Service Team Leader
0861 DOMINOS (***7)
International Dial : +***
Monday to Sunday
10:00 am - 22:00 pm
Hello Gavin
Thank you for taking the time to submit your experience through the Hello Peter website.
We have logged your case, with interaction number CAS-36058
Dominos Customer Care would like to take this opportunity to thank you for your valued feedback and would like to assure you that your experience has been noted and will be conveyed to our Senior Store Manager and Regional Manager.
We encourage feedback and therefore are pleased that you have let us have the benefit of your views.
Kindly note that one of our Customer Care Agents will be in contact with you soon to discuss your Customer experience.
We look forward to welcoming you to one of our Stores or delivering a delicious taste experience to your door.
The Domino's Pizza Team
Customer Service Team Leader
0861 DOMINOS (***7)
International Dial : +***
Monday to Sunday
10:00 am - 22:00 pm
Thanks for the very polite reply, perhaps you can point out to your staff that the response I have just received from them is not appropriate at all. I was contacted, put on hold, asked to repeat last nights order, passed from one person to another, then told I would have to wait while they checked it against the 3 online orders they received last night. They called back a while later, apparently just to tell me that I had to apply for a refund online again, and to argue with me that there definitely was an online refund service because they had heard about some guy who had received a refund before. I eventually hung up on them, they have no idea what they are doing.
Thanks for the very polite reply, perhaps you can point out to your staff that the response I have just received from them is not appropriate at all. I was contacted, put on hold, asked to repeat last nights order, passed from one person to another, then told I would have to wait while they checked it against the 3 online orders they received last night. They called back a while later, apparently just to tell me that I had to apply for a refund online again, and to argue with me that there definitely was an online refund service because they had heard about some guy who had received a refund before. I eventually hung up on them, they have no idea what they are doing.