[Resolved]  Domino's Pizza — Complaint regarding non-compliance with 30-minute delivery guarantee

Date of incident: 11 July, 2023
Domino's stores address: Shop No. 3, Ground Floor, Jayanti Mall, Near Nagli Circle, Raghu Marg, Indra Colony, Alwar, Rajasthan 301001

I am writing to express my disappointment and frustration regarding a recent experience I had with your service. On July 11, 2023, I placed an order for three pizzas through the Domino's mobile app. The total bill amount was Rs. 378, which I paid using a gift card. The order was placed at 18:42 and was delivered to me at 19:34 on the same day.

I would like to draw your attention to the fact that Domino's Pizza India has a well-known 30-minute delivery guarantee, wherein if the delivery is not made within 30 minutes, a partial refund is supposed to be provided to the customer. According to my calculations, the delivery time exceeded the guaranteed 30 minutes by 52 minutes, which is clearly a violation of the stated guarantee.

I have attempted to raise complaints through your mobile app and via email, but unfortunately, I have received no response or resolution. Furthermore, I was contacted by a local Domino's store manager, who assured me that I would be refunded Rs. 300 on my next purchase if I refrained from filing further complaints. He provided me with his contact number for this purpose. However, despite my attempts to reach out and contact him as instructed, my calls have gone unanswered.

I find this situation to be highly unprofessional and disheartening. As a loyal customer of Domino's Pizza, I believe I deserve to be treated with respect and transparency. The lack of response, along with the failure to honor the 30-minute delivery guarantee and the broken promise of a refund, has left me feeling undervalued as a customer.

I kindly request that you take immediate action to address this matter. I expect a proper investigation into the delay in my order, a resolution to the matter of the 30-minute delivery guarantee, and a clear explanation for the unfulfilled promise made by the store manager.

I appreciate your attention to this issue and anticipate a timely response. I hope that this incident will be handled professionally and in a manner that preserves the positive image of Domino's Pizza that I have come to know over the years.

Thank you for your understanding and cooperation.

Sincerely,
Yogesh Saini
yogi.317.[protected]@gmail.com