| Address: Address of concerned branch: Sarafa, ground floor, plot no. 83,84,85. Actual address from where the address was delivered: Banganga branch |
Respected Sir/ Madam
I am compelled to write this complaint because my experience with Domino’s Sarafa branch Indore has been nothing short of outrageous, negligent, and fraudulent. My order placed on 21 November 2025 at 10:02 PM totaling ₹1353, Swiggy Order ID #[protected], has caused extreme distress and inconvenience to me and my family.
Every step of this process reflects utter incompetence, dishonesty and complete disregard for customer trust.
I placed the order at 10:02 PM and received confirmation messages from Domino’s and Swiggy immediately. An OTP was sent at 10:27 PM for delivery verification which is understandable considering preparation time. However, The delivery was significantly
delayed. Initially I was told one driver would deliver my order, but when I called to check the status, I was informed that the driver’s shift had ended and a replacement would deliver it. This shows utter lack of planning and coordination, and no consideration of the consumers time and hunger, which is unsuited to a reputed brand like Dominos. When the food finally arrived, it was inedible. The pizzas, garlic bread, sides and desserts were so poor in quality that the entire order had to be dumped into the garbage bin, bread
dry, next to no sauce, cheese? Barely any, garlic bread? Mere dry pieces of bread, that even stray dogs would deny eating. My family went hungry that night because of Domino’s failure. The fact that a customer paying over a thousand rupees was left to sleep hungry is beyond
unacceptable.
I immediately complained via call and spoke to Salman, the store manager, who verbally promised that the order would be replaced free of charge and assured me there would be no denial when I came to claim it. When I attempted to claim the order on 3rd January 2026, he flatly denied this promise in person while falsely claimed that call recordings did not exist,
which is factually inaccurate as all corporate calls are recorded and maintained centrally. This is a blatant attempt to avoid accountability and mislead a customer.
The order now shows on Swiggy as delivered on 23 November 2025 at 4 PM by Dummy Rider. This is false and misleading, along with which, The “Thank you for choosing Domino’s” message also incorrectly shows 23 November when no order was placed that day,
as proof of which I possess a screenshot taken on 21 November 11:51 PM showing the order as “in progress”. This clearly proves that the order had not been delivered at that time and directly contradicts the current Swiggy record showing delivery on 23 November 4 PM by Dummy Rider.
The address of the concerned branch listed is given as Sarafa, Ground Floor Plot no. 83, 84, 85, while the actual fulfillment came from Sanwer Road branch, Banganga, discovered only after speaking to Domino’s number[protected]. This constitutes fraudulent misrepresentation, negligence and obstruction of complaint resolution. I have screenshots of
Swiggy records showing the wrong delivery date, dummy rider, and branch discrepancy, photos of the actual Sanwer Road branch and the manager’s contact number, full order details including payment records and contents, and further evidences that may be needed for looking further into this matter. This manipulation and misrepresentation of records is fraudulent and cannot be overlooked.
I demand an immediate investigation into this incident including branch accountability, staff conduct, and system misrepresentation, rectification of Swiggy records showing the incorrect delivery date, rider and branch information, along with fulfillment of the original order free
of charge as promised by the manager. I also demand written confirmation of corrective actions and assurances to prevent recurrence.
Failure to act on this complaint will leave me no choice but to escalate this matter to consumer grievance forums and pursue legal remedies under the Consumer Protection Act. Domino’s corporate office and the Sarafa/Sanwer Road branches will be fully accountable for negligence, fraudulent representation, breach of verbal commitment, and the extreme inconvenience caused. I expect a prompt and serious response. Any attempt to ignore, deny, or delay this matter will be considered deliberate obstruction.
Sincerely,
Awadhesh Nimgaonkar
& Ashutosh Nimgaonkar ( Senior Advocate )
Phone No: [protected]
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