[Resolved]  Domino's Pizza — Poor service, self-made franchise rules

Address:

Mumbai Suburban, Maharashtra

On 4th december I placed an order for 2 pizzas, availing of a coupon with "buy 1 get 1 free" offer. Order number = 245, Server = 229840, Order time = 20.35pm, Delivery time = 21.20 (15 minutes late)

I'm from London, I've lived in Holland and frequented other cities such as Los Angeles, New York and so forth where I've routinely ordered Dominos as I love their pizzas. However, the problems I have faced with Dominos staff at the Versova, Andheri branch in Mumbai, where I've been a frequent customer for over 4 years, is the worst I have ever encountered.

On this particular occasion they challenged my coupon and refused to process the special offers due to self-made rules. When I said it was an email coupon they insisted I print it out. Where in your terms and conditions does Dominos expect a regular customer to make print outs of their email coupons? If that is the case, please do not email me special offer discounts - I did not ask for this in the first place.

Secondly, where in your terms and conditions does it say we have to hand over a coupon to your delivery boy? If that is the case, do not courier any special offers to me - again, I did not ask for your coupons.

Not a single Dominos in any of the countries I have lived in has EVER even asked for a coupon to be handed to a delivery boy, much less called up a customer to argue about it. After a 15 minute argument the staff (Ronnie) says he will provide the second pizza free of charge this one time, as if a favour is bestowed on me.

Coupons issued to customers do not have a usage restriction. As per terms and conditions I can avail of a special offer just by providing the coupon code and validity, which I always do. Also, there is no rule that I can only use a coupon or special offer once, neither am I obliged to hand the coupon over to the delivery boy. If that is the case, please print it on your terms and conditions. If not, then fulfil your discount quietly without making noise.

Franchise owners and staff make up their own rules and regulations and if they are too cheap to process coupons then they should shut shop and go home. It is disgusting to argue with a frequent customer in such a rude manner.

Not only is the Versova branch late in delivery without apology, I have been experiencing other problems since the last 4 years. The staff and Manager are extremely rude and argumentative. If they are late (often) and if the pizza arrives in broken, dislodged pieces, they think it's okay for me as a customer to still pay for the food. If that is the case, it is better you put the pizza slices into an envelope and post it to me - this way you will at least save on delivery costs and won't have to worry about your 30-minute guarantee.

How can I lodge a formal complaint and take my grievance forward? As I work in the media sector I have no problems in showing up at the branch with a camera crew to show other customers how ridiculous Dominos' franchisee services are in India.

Sam
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