Domino's Pizza — Non delivery of order and cancellation of order without information

Address:

New Delhi, Delhi, 110075

Date of Incident: 26th Feb, 2016

Responsible Outlet: Domino's Sector-4, Dwarka, New Delhi-110075

Description:

In reference to Sector-4 Dwarka, New Delhi-110075 branch. I ordered pizzas yesterday at 9:08 PM as depicted in the attached image. After 10 minutes I got a call informing me that it would take 1 hour and 30 minutes to deliver the order. After that I tried calling back on that number but that person kept on rejecting my call.

So after 10 minutes, I connected to the concerned outlet and they said that I will receive my order in 1 hour. After waiting for 1 hour, I again connected to the outlet and they said that my order has been dispatched and will be delivered in 5 minutes. But I didn't receive my order.

After my previous call I again connected to the outlet after 30 minutes, and after enquiring about my order, the person at the phone said I will receive the order within 10 minutes. So I just asked again if I will really receive the order, that person said “ok thank you” and disconnected the call.

Now trying to connect at 11 PM, I was informed by the computerized message that no orders can be placed after 11 PM and hence I couldn't connect to the outlet. AND I DIDN'T RECEIVE THE ORDER TILL THE END OF THE DAY!
Next morning I got a call from dominos asking “If I had cancelled my order?”

Cancelled my order? I was actually waiting for it. This simply implies that the people at Sector-4 Dwarka outlet had cancelled the order themselves. So they simply cancelled my order without informing me.

Now this is highly disappointing. First you make a person wait for hours, then you cancel the order and not even inform about it. You don't even respond properly to the queries of the customer but rather keep making false promises. If you can't deliver the order, forget about delivering on time, you should simply inform the customer on time, so that your customers can actually look out for other options.

And this is not the first time that I have faced such a problem. Previously also I have received my order very late, even on non-offer days. But this particular instance is the worst of all.

This is highly disappointing. I'm not going to recommend this particular outlet to anyone. This is not the kind of service your customers expect to receive from such a big franchise.

If you can't deliver, then inform your customers about. Don't make them wait for hours. And at least learn to be honest. Stop telling these lies that your order has been dispatched or will be sent in another 10 minutes.

And if you really feel sorry for this event, try to bring a resolution for all the inconvenience caused to the customer.