[Resolved]  Domino's Pizza — DEFICIENCY OF SERVICE AND LACK OF COURTESY

Address:

Chennai, Tamil Nadu

Sir,

I ordered for Dominos Pizza through their website (Order Online page). I ordered pizzas for the amount totalling to Rs.562.50 including tax. My order number is 139and I ordered at 8.40 pm on 6th March 2011. I paid for the amount online using my State Bank of India credit card and I also got a confimation of the debit from my card through a message from my bank to my mobile number [protected]. Also I got the confirmation of payment and order confirmation in Dominos Website and the receipt which the delivery person Mr.Thiru brough also says "Paid" with Amount Due mentioned as "Zero".

But when the delivery person Mr.Thiru came for delivery he said that the payment is not made and cash of Rs.562.50 needs to be paid to him and he was not ready to give the pizza without me paying him cash. I showed him the message in my mobile and he told me to forward the same to his number and I did so. Then he called up his manager and the manager spoke harsh saying that if I want the pizza I can make the payment and take. I immediately told him to take the pizza back and told him to cancel the order and credit the money taken from my credit card back. But he was constantly arguing that the money is not paid at all through the card I was tortured to the maximum with so many calls from Dominos everyone trying to only point at me saying that they payment is not made. this happened at 9.45 pm in the night. the pizza was ordered at 8.40 pm and was delivered at only 9.45 pm. But still we did not complain understanding that due to traffic the person could have been late but in the dead of night where we were waiting hungry with my 4 year old kid also they were giving us so much trouble not even ready to listen to us asking what happened to the money that was debited from my credit card.... I told the delivery boy and also the manager over phone to check if they are getting the card payment credit a little late as online transactions may take some time to get reflected in the account at times and if it is not getting credited or if I get a message that it is credited back to my card then I will make the payment, but they were totally not ready to listen to anything. And not only that they were not taking it back also and for more than one and half hours they were constantly calling and disturbing me and they were waiting in my doorstep not for more than an hour not allowing me to go out to have our dinner. It was such a horrible experience with Dominos pizza yesterday that we finally ended up going out to a restaurant at 10.45 pm with all o[censored]s very hungry with a small kid. We came home after dinner at 11.45 in the night and due to late dinner my wife suffered acidity and suffered full night. When we has ordered for dinner at 8.40 pm planning well in advance for a good evening and planned to go to bed early as I have an appointment early today morning at 6 am we all ended up sleeping after 12 in the mid night that too after a terrible sunday evening without proper food. This order was placed in Nungambakkam branch of Dominos.
This is not our first experience with Dominos. They have a pathetic customer service system. All their branches in Chennai are bad. Theydont know how to take an order over phone and they dont know how to expain the menu. They once rudely answered me "Everything is available here, Tell me what you want to order"....How do I know what all is available in Dominos. This happened in Ashok Nagar branch of Dominos. That day also we went to a nearby hotel and had some food and returned. That is why yesterday I placed an online order so that there is no confusion. That Manager is telling me that the website is not showing payment. That cannot be my problem I have made a payment and I have a debit information sent from my bank as payment towards Dominos Pizza. But is it is not reflecting in his website it is his problem and he has to update or rectify his website. If that online payment option is not working he should not have online payment option till it is rectified. How can he penalize the customer for no fault of mine. Why should I end up paying Rs.562.50 two times. Will anyone pay Rs.1125 for two medium pizzas. I experienced real mental torture yesterday with so many phone calls disturbing me till 11.30 in the night. Also that Dominos Manager is telling me to take it up legally however I want and they will not refund the amount.
I complain in this consumer forum against Dominos for their "SERVICE DEFICIENCY" and l"LACK OF COURTESY". For all the mental torture I experienced,the sufferings and lack of service and the way the manager told me to see legally I am taking this legal action and I sue Dominos for a compensation as the act is not justifiable.
Receipt attached
Thanks & Regards
Balaji S