Domino's Pizza — Non resolution of complaint

Address:

Sector- 14 panchkula

Sir/ Madam,

My concern is regarding the following order done at 11.29 pm on 19.04.2024 with a 30 minutes delivery guarantee.

Burger Pizza- Classic Veg
Cheesy Dip
Classic Stuffed Garlic Bread

I received the order on the next day i.e. on 20.04.204 at around 12.20 am.
When enquired from the Store Manager, he started making excuses and refused to compensate.So, I paid the delivery boy for the order.
When opened, it was all soggy inside and cold Paneer Stuffed Garlic Bread was sent inspite of Cheese Stuffed Garlic Bread, and that too not properly baked and raw. My baby has an allergy with dairy products so I ordered for a Cheese stuffed Garlic Bread. You can imagine how it would had been a heart broken moment for a 4 year old kid at this late night time where I can't even order again. Also, landline number of the Store was put on hold and I cant even make the call for my issue to the Restaurant.

I Emailed my complaint to guest care dominos on 20th April but again in vain. I again E-mailed the complaint on 24.04.2024 but again no response. I called customer care on 26.04.2024 and they in turn connected me to the Store manager which I had specifically mentioned in my first Email as Store managers do manipulate their customers. Same thing happened and I was told by the Store Manager to call him personally next time I order.
Again I called customer care and I was assured to had a conversation with one of the Senior Executives but again I was connected with the Store Manager.

Lastly I again called Customer Care and ask her to get me connected to the Senior Executive Manager. She assured me but again I was connected to the Store Manager.

I don't know why they are forwarding my call to the Store Manager if he is not able to resolve my complaint.

I am eligible for 300 E Coupons or Vouchers for breach of 30 minutes delivery guarantee clause as per the company policy.
Then where is the compensation for cold, soggy, unbaked order and above that wrong order. Who shall be made responsible when my 4 year kid is allergic to dairy products like milk, curd, paneer etc. since his birth.

That is the only reason I never order Paneer Stuffed Garlic Bread which you can track from my previous orders since years.

I request to give the best possible compensation alongwith my previous order, either it be in the form of monetary compensation or providing compensatory E- coupons or Vouchers in addition to my previous order.and not constrained to lodge a complaint against the Consumer Redressal Forum, the charges for which, in either case, shall not be less that Rs. 10, 000 along with legal procedure charges.

I hope for an early and positive resolution from your end.