Domino's Pizza — Product complaint

Address:	Panchkula, Haryana, 134112
Website:	dominos.co.in

It was on Diwali day (30/10/2016) when I planned to visit Dominos Sector 20, Panchkula, Haryana to relish Pizza along with my brother and our three kids, we ordered one large pizza under BOGO, because of Diwali the home delivery was not available and it was quite a packed and busy inside the outlet for dine-in. We had to wait for the Pizza for quite a long time, and finally when it came we all grabbed our share to satisfy our hunger. The Pizza base was thick and dry, with flour sticking to our hands, the cheese was added for formality and the corners were hard, dry and thick. Yes, out of hunger and not in any mood to wait further to change, reject or order new Pizza we grabbed our share and started eating. It was when one of the Kids observed and revealed a notice pasted and displayed on every table reading and bragging – “Total Satisfaction Guarantee; My Team and me are here to Delight you  if something is not Right, tell us, we will make it Right or Refund your money. Guest Delight Manager * conditions apply.” Not been able to relish the Pizza, we shared our experience with the Manager Mr Ravi Kant and asked him to refund our money. To our surprise he started firing questions and throwing attitude at us. Questions like, why have you eaten it so much before informing, why you didn’t inform me earlier, what do you expect me to do now, We cannot refund money like this, we have clearly indicated and written as the conditions apply and so on. At last he said the maximum he can do is give us one Garlic Bread. We rejected his offer and walked out of the outlet.
I am a regular visitor of Pizza and often go to Dominos and Pizza Hut with my kids, family, relatives and friends. I trust the company, its processes and believe that it will put its customer delight and experience first and will at lease do or follow what they write or promise. I even possess the share/stocks of Jubilant Foodworks. But the experience of this Diwali has forced me to change my perception towards it. It will be for sure I will not visit Domino’s Pizza again.
Hemant Dogra
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