Domino's Pizza — Misbehaviour & Carelessness

Address:	New Delhi, Delhi, 110052
Website:	www.dominos.co.in

Hi, my name is Ankit,

I ordered a pizza from the Domino's outlet in Ashok Vihar, New Delhi, India of which the exact address is (Shop No. 2, 3, 4, 25, 26, 27, Ground Floor, Pocket B, LSC, DDA Market, Phase -3, Ashok Vihar, New Delhi, Delhi 110052)

The order # was 168 and it was made today, 14th Feb 2016 at 3:12pm.

When i ordered, the guy never told me that the 30 minutes guarantee isn't valid due to the happy hours, but that's alright. I called after 30 minutes and a female representative (Don't know the name) told me that my order was dispatched and informed me about the 30 minutes guarantee wasn't valid, to which i told that's not a problem, however, the order should be warm.

I had to call them again after 15 minutes because i still didn't receive the order by then. Now the female rep named Preeti told me that it is taking an hour for them to deliver the order and it would be better if i picked it up from the outlet. That means the previous rep was lying when she said that it has been dispatched. I told her that isn't a problem and these guys should inform the customers when they are placing there orders that its a delayed delivery due to xyz reason. I again told her that its ok if the order is getting late, but i requested the order to be warm and if not, i would not pay anything for the order and she said "Okay".

Yet again, i had to call the outlet after 15 minutes because i didn't receive the order and this time it was Kavita who picked my call and i had to repeat the whole story and told her that i would not pay anything if the order would be cold and she also said "Okay".

Now the order arrives and it was COLD. So i called the outlet to inform that would not be paying anything for this, as i waited for so long and i specifically ask several times that the order shouldn't be cold, but I still got it cold. The shift manager named "RUCHIR" gets on the phone with mere no manners to how to speak to a customer. I explained him the whole scenario and he started to give me the BS excuse that because it's a Valentine's Day, the orders are getting delayed and i told him i didn't have a problem with the late delivery but i have a problem with my order being COLD even after waiting for so long and asking the representatives to make sure it isn't cold. So finally i told him that i would not pay, after which he disconnects the phone and calls me back from a different number asking the same question "Would you pay for the order", i said "No, i won't and we have already talked about it", he replies "Then we would not be able to serve you in the future", which to me was TOTALLY BS, as it was their fault because:

1) Firstly, they didn't inform me that orders are getting delayed due to Valentine's day

2) I called 4 times and all the time i told them to make sure that order is warm

3) I still receive the order COLD after more than an hour's time

4) The shift manager's (Ruchir) behaviour with me which proves that doesn't have customer service skills at all

5) Ruchir telling me that they would not be serving me anymore because i didn't pay

I have been a very loyal and tenured customer of Domino's and you guys can check my records to be sure about that. This is absolutely NOT ACCEPTABLE what a customer got after being so loyal to DOmino's and this treatment makes me believe that you guys are getting worse when it comes to customer service.

I need an apology from the Ashok Vihar Domino's and specially an apology from Mr Ruchir who is the shift manager, and would also like the company to take a strict action against him because the way he spoke to me.

Thanks
Ankit