Domino's Pizza — Hopeless customer care

Address:

Bangalore, Karnataka

I was sent a coupon code: MM33941EB1 after ordering pizza on Monday (Dec 29). This coupon would have given me a 30% discount, with which I tried ordering a large cheese and pepperoni pizza online. However, the coupon did not work (it said invalid coupon). Fine, there may have been a problem, it's excusable. After that, the calls to customer care proved to be a nightmare. I kept being transferred between the central number and the local (nagarbhavi) store. The local store people who spoke to me were polite and said they could do nothing regarding an online order coupon code, but could give me a 25% discount. Yet, I tried to speak to the main number, where again they kept transferring me to different people and kept trying to connect me to the local store, inspite of the problem being with an online coupon code (which has nothing to do with the local store). I wasted upwards of half an hour and ultimately quite a bit of money in terms of phone balance in just trying to get my coupon to work, but nobody gave clear answers, kept saying 'sorry, can't help you'. After speaking to many many people, repeating my name and number and coupon code and the nature of my complaint, only to be told, 'wait, I'll transfer you to the concerned person' several times, somebody called Manoj or Manohar from Nagarbhavi 2nd stage customer care (shift manager, I believe?) told me I could place my order to him and he would give me a 30% off. Naturally furious by that time, I asked for an explanation as to why a code Dominos had sent to me was not working and why I had to speak to so many people and say the same thing over and over again on New Year's eve just to place an order with a coupon that I got as a result of a prior purchase, when clearly this discount could have been given on the phone. There was a lot of noise owing to new year excitement in the background and I could hear the customer care person clearly, but what I did hear was Mr. Manoj/Manohar telling me- 'madam, you are wasting my time and yours'. I'm sorry, isn't it customer care's job to properly deal with such issues without putting the customer through unnecessary annoyance in a simple manner without shifting the blame on different departments of the same company? How am I the one wasting customer care's time, and what about the time I wasted in trying to resolve a simple matter?