Subject: arrogant behaviour, lies, harassment of customer by dominos staff
This is to inform you that on 18th of september i placed an order of a pizza, garlic bread and choco lava cake for "dominos" from the mobile number "[protected]" in the name of "tripti komal" through the "zomato app" from jnu, new delhi. I have received a confirmation message on app saying "your order has been accepted by the restaurant" and the bill amount of around rs.546 was also accepted by zomato through my sbi card. I was waiting for the delivery to happen. After 10-15 mins i called the restaurant to find out the status of the order. To my shock the concerned person "ansh" who answered my phone told me there was no such order placed and no such confirmation given. Immediately i spoke to customer care person of zomato through the message service available.
I wanted to ensure if it is the same store i called where the zomato sent the order to, he/she said it is the same one.. The dominos outlet in the "priya cinema complex, vasant vihar, new delhi". The person informed me that the order is being processed it will take 10-15 mins. However, i informed him about the call and the response of the concerned person. After almost 45 mins i had called on to the store number once again and got the same answer saying we have'nt received any order with this number. After asking him to make me speak to the store incharge he said he was the incharge and again denied receiving any order. Later, on insisting he forwarded the call to "rakesh" and he too said he got no order with the given mobile number/order no.
The person from zomato said he/she will call the restaurant to confirm when it was more than 45 mins. However, the restaurant was not taking his/her call nor our call and when they did they kept on insisting that no such order was accepted by them but however in the app the confirmation was there. This whole process happened for an hour and more. Being restless finally i requested zomato to refund the money i paid for the order.
Zomato insisted that the order cannot be cancelled and no such refund would be available. Upon arguing the amount was promised to be refunded. However me and my friend went to the outlet to findout what had transpired actually. Upon going and speaking to the two concerned people what we realised completely shocked us.
The behaviour of the staff was rude, arrogant and condescending. Stories were cooked up and lies were told saying that we called you on some other number when the registered number is the aforementioned. Then again upon arguing the same people rakesh and ansh said the delivery boy "rahul" came but you people did'nt answer the call and when asked to show the number on which the delivery boy called, the number presented was not the registered number. If he had come why did they not inform us on the registered number??! How can they have some other number while the rest of the order details including the name was accurate.
After a heated argument about the treatment, harassment and the utter negligent behaviour of staff i have decided to take up this issue with the higher managment. After my friend and i left the store after the argument in about 20 mins we received a call saying he was the manager of dominos and surprisingly he called on the same number we had given in zomato. He introduced himself as hemant kumar and asked us about our experience with dominos.!! Upon asking how he did he call on this number while the store staff refused to having got this number he said he got it from the store itsel[censored] I said how can that be possible since they said they did'nt have this number registered from zomato. Then he was hesitant and blamed us instead saying u might have given this when u visited the store. That is an absolute lie because my friend and i were furious we did not give any number to them during that time!! Hence, this manager who called us up also was a fraudulent one and was lying to us!!
If proper action and response is not given, i am going to file a consumer compliant against the outlet and company for demeaning my dignity as a customer even after i paid the amount and the arrogant behaviour filled with lies and lies. No apology was given and most ironical was the fact that, the staff did'nt even realise the mistake the outlet had committed.
The reason we order or buy food from dominos is on basis of the trust that has been developed over years. With such kind of behaviour with women customers and the kind of attitude they have towards customers shows the nature of the outlet and failure of management to curtail such kind o[censored]nruly stuff. I expect a proper investigation and reply from your side. If no proper action is taken i wont hesitate in filing a complaint against the outlet in the consumer court.
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