Domino's Pizza — delayed delivery of order

Address:	462024
Website:	www.dominos.in/mobile app

This is regarding my order no. 141 dt. 02.09.2017 through which i had ordered for 4 medium thin crust pizza under the everyday value offer. My local store is vidya nagar, bhopal and i am a regular customer. Today the order was placed & paid fr through the app at 7.00 pm. I had not received my order till 7.50pm. The order status on the app reflected 'order dispatched' but i was yet to receive it. Knowing that my order shall be classified as bulk order, not applying for the 30 min guarantee, i waited for somemore time. After another 10 mins, i called up the store, requesting them for an update. I was informed that the delivery boy is nearby and that he should be reaching in the next 5 mins. He shall call me up for directions. When i had not received my order even after the promised 5 mins, i called the store again. This time a ms. Jyoti picked up and she promptly passed on the call to someone else. That gentleman informed me that, my order should be on the way. When i told him that the wait time was now 1 hr and that i may be given the delivery boy's no., so that i can call him, i was put on hold and subsequently disconnected. After repeated attempts, when i was again connected to the store, a mr. Deepak picked up the phone. He informed that the delivery boy is 'uncontactable'. The staff kept on dillydallying when i repeatedly asked them for his no. On my continued insistence, my call was transfered to the store manager, mr. Ashish. He also continued to evade the question of my order repeating the std lines. He said that he shall revert with the delivery boy's no. After finding it out from the roster or obtaining it from any of the 25 odd staff working there. By this time 1 hr 15 mins had passed since the time i had placed the order and my young son was getting restless. There was no call from the store and no order either. I again called and this time a mr. Rahul, transferred the call to another manager mr. Ankit, who atleast had the courtesy to attend to the call. He informed that the delivery boy was untraceable and that the store had sent another person after the 'untraceable' delivery boy. When i told them that i shall lodge a complaint and i want a refund, they said i can certainly do that. It was 8.30 pm by then and 1hr 30 mins had passed. I was completely irritated and had lost my patience at the casual attitude of the store people. It was only after my pointing out that they have a lousy service, did mr. Ankit offer to provide a fresh pizza. I asked them to expedite. After this, at 8.45 pm, 1 hr and 45 mins after i placed the order, the 'untraceable delivery boy - mr. Pavan' turns up with the pizza order which had gone cold and no remorse. When i enquired as the cause of delay, he replied the previous delivery took time.in his presence i again called up the store & mr. Ankit. I asked what should i do with the pizza, he asked whether i would like a fresh batch. This indicates that mr. Ankit had not bothered to order a fresh batch. He also informed that as it was a prepaid order, any refund (Only if the store endorses it) shall be received on my card. By this time, my son and family members were all extremely hungry and i had to accept the cold pizzas. I have put in a complaint with dominos though i am not hopeful of any action. This is not the first time it has happened. It has happened earlier, delay being between 20 mins - 40 mins. Every time the delivery boys had requested saying that they shall be penalized and i had let it go. Once i had received the order 2 hrs late, but then the store had sent a fresh batch before the original order and requested that i not complaint. I had agreed. But after today, it seems that dominos is taking everyone for a merry ride, knowing well that customers will put up with whatever kind of service they provide.