[Resolved]  Dominos Pizza India — Poor Service + Non addressal of issue - Navi Mumbai

Address:

Mumbai City, Maharashtra

I am Karthik and I am from Navi Mumbai. This complaint is regarding Dominos Pizza outlet in Navi Mumbai region for the extremely poor service rendered PLUS unwillingness to address the issue. The complaint is with reference to the online order at 12 pm on 2nd August 2014. The order was supposed to be delivered at my place at 2 pm. As per the process, the store executive called me at 12.30 pm that day and I had specifically mentioned I would need Extra Seasoning and 5 tomato ketchup sachets at agreed rate of 1 Re per sachet. (Please note: There is no selection of Ketchup while placing an order online). I repeated it and also reminded that the order I placed the earlier week had no sachets delivered in spite of mentioning it specifically even then. The pizza delivery arrived at the schedule 2 pm time. And the sachets were not brought AGAIN and also not the extra seasoning. However, in the bill, there was a clear mention(in blue ink) of the extra ketchup sachets and seasoning and also the Rs. 5 extra to be collected for the Tomato sachets which were not delivered. I immediately called the store(Pooja Apartment, Koparkhairane) and informed the manager at 2.05 pm that the ketchups were not sent inspite of specifically ordering for them. The restaurant manager informed that the ketchups will be sent in 20 mins and the stale pizza will be replaced with a fresh one. There was no response for half an hour and I called the restaurant again at 2.40 pm to know the status of the pizza and the manager informs that the pizza guy has just left the restaurant and will be there in 15 more minutes! I wanted to mention right then to cancel the order and refund my amount that was already paid as it was a long wait already but even before I could say that, the restaurant manager HUNG the phone in between the conversation! The delivery boy later called at 3.10 pm asking for my address? I did not accept the pizza as it was already an extremely long wait and I was very hungry and chose for alternative means. I asked the delivery boy to inform the restaurant manager to call me back however there was no revert. I called the feedback team[protected] to raise my concern and it was upon their direction that the restaurant manager finally called and was giving explanations of not having sufficient people? If that were the case, why was I assured in the first place that the pizza will be replaced within 20 minutes and that the ketchup would be delivered? The pizza went stale and the service was not rendered at the appropriate time? -- I was informed by the feedback team[protected] and the restaurant (Pooja Apartment) that this being an online order, the refund will only happen in 7 days! However, there is no refund that has happened to my credit card. I wrote about the same issue again to [protected]@gmail.com(the id i received from Dominos Pizza India page on FB) on August 2nd with no response. Later when I called 68886888, I was informed that the mail needs to be sent to [protected]@jublfood.com. I wrote on 9th August as directed and I received a automated response with a complaint number 440612 assuring me an addressal within 2 days. I however have not heard back from them ever since. I even mentioned on the FB page but my comment seems to have been overlooked by the Dominos team.I may have ended my association with Dominos, but I request the forum to take note of this Overpromising and False claims by Dominos of providing superior customer service. Thanks. Regards Karthik