Domino's Pizza — most pathetic customer service ever experienced

Address:

Mathura, Uttar Pradesh, 281001

My 3.5 years son and i drove into the highway plaza mall in mathura, up, india on 31st december's evening. I placed my order at your store within the same mall at 8:17 pm and was told that due to the rush the delivery might take upto 1 hour. I said i was fine with 1 hour. My son and i were still in the mall until 8:50 pm. Just before leaving the mall, i went to the order taker, yogendra telling him that i didn't receive a text about my order yet. He said that the text messages wouldn't be sent for two days and that my order was already cooked. He asked if i wanted to take away or get it delivered. I said i wanted to get it delivered so that the food remains hot in the specialised delivery box.

I drove to home in hurry to be sure to reach on time to be able to receive the order as yogendra said it was already cooked. After reaching home by 9:00 pm, my son and i started waiting for the pizzas. But when we never heard about the order, i tried to get in touch with your store at 9:25 pm via phone but ended up realising that the phone was probably taken off the hook to avoid phone calls. My little son was too hungry, eagerly waiting for the pizzas and not ready to eat anything else. I somehow connected with the store and asked to speak with the original order tracker, yogendra at 9:39 pm. Yogendra stated that he had already gotten the order out for delivery and that he would track the delivery person and get back to me in 5 minutes. Unfortunately no one ever got back to me as promised. After a few minutes, i restarted trying to connect with your store but again my calls weren't being answered at all. While continuously trying my luck to be able to connect, someone once again attended my call at 10:10 pm. The person on the phone offered no apology or help and gave me a generic answer that the order was delayed due to rush and that it was already on it's way. When i asked him to connect me to yogendra (The original order taker), he said that he wasn't available in the store. I waited for few minutes with hopes to get the order delivered soon but with no luck this time again. I had to keep trying the phone number once again and was finally able to connect with a manager named mukesh at 10:25 pm. When the manager went to check on my order, it was actually on the way now. He provided me with a phone number for the delivery person, yogesh. When i dialled the given phone number, i connected to yogesh' mother instead. She was half asleep and said that yogesh wasn't carrying that phone number. Once again i had no other option than to frustrate my fingers keeping trying to connect to your store via phone, which wasn't easily being answered. At 10:38 pm, i received a call from the delivery person, yogesh finally. I had no other option than to accept the order because my little son was already hungry and had waited for 2.5 hours. The food having lost all it's warmness already, was finally delivered to me at 10:50 pm, cold as if frozen. The delivery person had said that he had left for delivery about 30 minutes before. You must note that yogendra (The order taker) had told me that the pizzas were ready at 8:50, which means that the the delivery happened about 2 hours after the pizzas were cooked. So it's quite obvious that the product delivered to me would be of no use.

It was undoubtedly the worst ever service experience and a horrible nightmare i have had with any company ever. The disregard they had for myself is unbelievable and totally unacceptable! They offered no apology and could have cared less for my inconvenience. I would prefer domino's never again.

I have gotten all my phone calls with your store recorded and i am willing to take a legal action against this nightmare you guys have given to myself and my little son. Please don't call me if the only solution you have is a free supplemental order. I deserve more than just a free order. A free order can't compensate for the unexplainable inconvenience your store has caused me.

Thanks!
Salman k. Usmani
Cell: +91 [protected]