Pitiful Service and Delivery

I will not order pizza from Dominos Pizza Amanzimtoti on Kingsway (Andrew Zondo) Drive again.

I called in and ordered my pizza at 17:14 for delivery, and I was told that it would take 30 minutes, easy math would be 17:44 delivery, however by the time 18:00 rolled around, I still had no pizza.

By 18:07 a sms came through stating that the order left the branch for delivery, by 18:30 almost a half an hour after the sms came through the food was still not here, so I called complaints, after speaking with two people they said they would get the branch themselves to call me.

Needless to say, 10 minutes passed by, no call called in from the branch and the call centre called back to follow up, eventually at 18:45 the manager of the branch Ibrahim called to apologize and offer me a free dessert on my next purchase, I told him directly that we live within 5 km of the branch, and that is about a 10 minutes drive in traffic, and that one dessert does not make up for a one and a half hour wait for 3 pizzas when I was told 30 minutes estimated time of delivery. I even expressed that I don't think there will be a next time becuase I was so annoyed at the bad service, as no one bothered to contact me to say explain the delay. I later found out via the delivery guy that the call centre is centralized to JHB, and so the order had to go via JHB before been processed in DBN. To the customer service agent, and call centre manager, thank you for calling and following up with me from first contact to after the delivery had been made and I had spoken to the local manager, you deserve an award.

When speaking to Ibrahim ,I further insisted that one pizza be gratis due to the long wait and bad service, that a dessert on my next order would not cut it in ways of an apology, as my family were hungry and grumpy.

Ibrahim then agreed that he would send a 4th pizza free to me out the same range that we chose, which was a three-cheese, Ibrahim said he would get the pizza to me again within 30 minutes (Same as previous) yet here I sit, the branch has since closed, and no gratis pizza has arrived as promised. Not impressed at all, and to add by the time the food arrived, the pizza was cold, naturally as most likely sat a good hour waiting to be delivered.

Dominos had an opportunity to redeem themselves, and they failed. I see now that I am just a number and not a valued customer, and as such, I will not support food chain any longer.