Domino's Pizza — food and refund not received

Address:

CV Raman Nagar, 560075

I have ordered Dominos Pizza online from the CV Raman Nagar store 22nd May as an advance order (prepaid with paytm) with delivery time at 9.30 PM. After making around 8 calls to the customer care, they kept promising that order is on the way. At 11 PM, when I called customer care, he informed that it looks like that the order has been cancelled and I will get the refund. At 11.15, delivery boy called asking about the address and finally order was not delivered. Post that I called customer care on next day to ask for the refund. Every time they mentioned that I will get a call back which never happened. Also, there was no clarity to the customer support as few of them told refund will be done only to dominos wallet few mentioned that it will be done to paytm. Finally store manager called me and apolozied for the issue and offered free food next day which I refused and he mentioned that in 7 - 10 days it will be refunded. On 29th Again when I called to store manager, he mentioned that the amount will be refunded on 3rd. Today on 4th when I called customer care and to the store manager they are saying it will be done by tomorrow. Store manager is asking me what is my paytm number and if I need money then he can transfer it from his personal account, which I refused as my source payment instrument should be captured in the dominos system and they should refund it to my original payment instrument. Till the time of writting this, I don't have clarity around when I will get the refund and how can these guys run a company like this with so many broken processes.

In regards to this matter. here are the key issues 1) They failed with 30 minute delivery promise or free food as they neither delivered the food nor refunded the amount. 2) The order status on app is not showing the correct status and customer has to call to customer care to check the status 3) Even customer care doesn't have any data to confirm on the order status and they have to call the store to check the status 4) Their website nowhere mentions the TAT/ SLA for refund. 5) There is not refund tracking online, everytime a call has to be made to the customer care wherein customer support associate just do a normal calculation of days from the order date and mentions that it will be done by that date.

Considering this scenario, Dominos looks like completely looting the public with no policy in place, no centralized complaint tracking, no ownership. With the time I have spent chasing Dominos folks to get the refund of 538 and the inconvenience caused to me, I demand additional compensation and strict action should be taken agains the company for harrassing the customer.