JM
Johnathan McCowan
Jan 20, 2026
This Domino’s experience was unacceptable.
A group of friends and I placed an order for delivery. After nearly two hours, I called to check on the order and was met with a voicemail stating that the store was closed. I then contacted the call center to seek assistance, but was routed back to the store, where I again received the same closed voicemail.
I decided to drive to the location, which was in fact open, with staff inside actively preparing orders. It took approximately five minutes for a team member to greet and assist me, which I initially attributed to them being busy. Once the order was located, the team member explained that it had been passed over by drivers and was still sitting on the heat rack. I was offered a refund, but was told that two of the four wing items we ordered could not be provided because management did not permit it.
This was confusing, as the missing items could not be resold and would ultimately become waste. I informed my friends of the situation, and we agreed this was not a sufficient resolution. When I attempted to further address the issue, another team member intervened and was unprofessional throughout the interaction, displaying a short and dismissive attitude. She eventually walked away, and the original team member returned to continue assisting me.
During that conversation, the second team member made comments in the background such as, “I don’t see what the problem is,” “we’re busy,” and “yes, I’m talking about you.” She also stated that she had just gotten out of jail, implying a willingness to engage in a physical altercation. At no point did I raise my voice or attempt to escalate the situation, yet she continued to raise her voice and speak in a hostile manner.
Nothing about this experience was acceptable. My order being overlooked, being offered a refund I did not request while still not receiving my complete order, and a team member making threats all fall far below any reasonable customer service standard. I plan to contact the general manager in the morning. I would hope upper management agrees this experience does not align with the company’s expected customer standards. If no action is taken after this report, it would indicate a lack of concern from management, which is deeply troubling.
Upon inspection of the food, we discovered that one of the items was overcooked, none of the sauces or condiments we requested were included, and due to the length of time the order sat, the entire order was cold.