TM
Terry McJuary
Aug 13, 2025
I'm honestly super disappointed in this Domino's. Before this time, and the last time; we almost never had issues, or have had small issues, which we were able to work with.
Let me start by saying one of my kids has food issues; he's on the spectrum and is very precise about how foods are made. He LOVES Domino's. It is his favorite pizza place, and even more so now that they have the stuffed crust.
Last time we ordered food, the pizza was wrong, the icing for our cinnamon knots was missing, and our drink was missing. Unfortunately, we didn't notice all of these things at once, only when we went to open things to eat. (The driver was AMAZING, and kind, and patient with these issues. He drove back to our house 2 other times. Once with the drink that was missing and the icing, and the second time with the correct pizza; we tipped him extra because we knew he was missing out on tips by bringing out the food that was missing or made wrong in the kitchen)
However, tonight was a night that was in particularly difficult for my child. The second he saw that the whole pizza had the same topping, it was tears and frustration for him as he struggled with the food, because it wasn't the usual food we get for him. We offered to peel off the topping, but it wasn't the same as it not being on there for him, and the seasoning is something he just doesn't do well with (we always get season-free crust). I tried using the app to report the problem, but because I had closed out to double check that it wasn't something that I did wrong, I couldn't get back to the spot to report a problem. (If it were my own mistake, I would own that mistake.)
When I called, the woman on the phone surely didn't want to be there, so I tried to just get the information to her quickly because sometimes people don't want us to beat around the bush, and want us to get to the point. She expressed that she could credit our account or re-deliver the correct pizza, but it would be at least 45 minutes. I asked for it to be re-made and re-delivered (mind you, my child knows that the pizza is already wrong and just calming from the emotional meltdown at this point) She mentioned again, that it would be 45 minutes; almost seeming that she'd rather just credit the account. I let her know that I get that, but the pizza was asked for by my child who can't eat it the way it is right now.
The hang up was quick.
I'm frustrated because we are super kind when we call. We treat people with respect because that's the right thing to do, and for someone to be annoyed because they made the pizza wrong and we're asking for a correction, is infuriating because it's not that we WANT to call and ask for a re-order. I'd love to just take the credit, but taking the credit means that one of my kids doesn't eat the one thing they asked for, for dinner tonight.
Compassion is not difficult. Understanding someone else's struggle, is not difficult.
I understand that they may be short staffed. I understand that they may be busy. But they messed up the order, and I can honestly see why people don't even want to call and correct their order; and instead just stop ordering from here. (I don't get that luxury because this is my child's favorite pizza place)
Just, please train employees to understand that people aren't always trying to be a pain; people aren't always trying to be angry; people aren't always trying to get their money back or free food; sometimes, some of us just have other forces against us that we have to navigate and work with and through.
*Edited to add*
It apparently takes over 20 minutes to "quality check" the food. And we've already hit the "45 minute mark" for getting the food.