Domino's Pizza — Regarding not delivering the order and misbehave

Address:

Gwalior, Madhya Pradesh

Dear Madam/Sir, Greetings! It gives me immense pleasure to place on record that Dominoes has no other substitute when it comes to the quality of food it serves. However, the incident happened with me today, shook me inside out and which is now forcing me to think twice to continue my association with Dominoes. On the evening of May 10th, 2015, I placed an order of Pizza Mania with specification of 3 Corn Pizza and 1 Tomato Pizza at 09:42 P.M. to which the employee receiving the order confirmed the same and said that your order will be delivered within an hour at the registered address which is E-13, Ram Nagar, Darpan Colony, Thatipur, Gwalior. This call was of duration 1 minute and 51 seconds. I agreed to the reply of the employee and waited till 11:00 PM. My next call to Dominoes was made around 11:00 PM because I was worried as the order was not delivered in the required and promised time. During my second call to them when I asked why the order is not delivered? I got the shocking answer that “there was no order from this number today”. I asked them to please check which the employee at the other end ignored and started arguing with final words “we cannot deliver now”. I asked them to transfer the call to the Manager who said that “we haven’t received any order today”. I said please check as there is no valid reason for me to make fake call to Dominoes. I also said it to him that an error may happen but he constantly said no error has been made on their side. Thereafter I arrived on conclusion that they will not accept their mistake and thus I said “ Sir there may be technical error so you please confirm the same with your colleagues”; to which he replied very arrogantly “ we received more than 600 orders today why would an error will happen only with my order”. Here, I put up my questions, 1. Are dominoes so perfect that it can never commit an error? Why doesn’t it get rated at six sigma? 2. Why the employees are unable to understand the “service quality gap” or they get selected without checking their suitability for the Job? 3. Is there any training program Dominoes is running for its employees for improving their behavioral skills? If not I have plenty of time to offer myself for training them in the same. I made my third call to prove that I genuinely made a call for order, after checking my cell phone details and I got the answer “sir your order is on the way and you will get it soon” after this the call was transferred and another person said there is no order sir, we told you earlier as well. I am highly disappointed with this sort of behavior from such a good brand popularly known as Dominoes. I made an order with the purpose of making some food available for my brother as he is writing his exams and he needs something to eat in night hours. Now, what left with me rather for my brother is to bear the consequences delivered by dominoes to study and sleep without having his meal. I would like to put forth very strongly that I am very unhappy and feeling humiliated as Dominoes made a joke of his regular customer. Please register my strong condemnation against Dominoes Gwalior regarding their misbehavior and services. Please look into the matter and provide me a solution as soon as possible. Regards Rohan Bhalla Contact: [protected] E-mail: [protected]@gmail.com