Domino's Pizza — Trying to deliver Stale food and not following policy

Pkapoor2416

Jun 10, 2021

Address:

Kalkaji

I have placed an order on 9th June 2021 at 11:30. Expected delivery was at 12:00 PM but i have received the call from the delivery person at 12:03 that the order will be delivered shortly. He then called around 12:30 that he will delivery a little late after 1 PM since he is at some scooty repair shop. I have asked him to deliver is for free as per the company policy since one hour was already completed.
I have called the store manager and informed him about the situation but he was very casual and told me that this is very normal and i have to pay for the order. I told him to cancel the order the reason being my food was traveling for more than 1:30 hours even at some mechenic shop.
Why a customer will pay for a 1:30 hours late stale, unhygienic food. Is this the service offered by DOMINOS.
With my surprise post my feedback against the order i have received multiple spam calls from the Dominos store team and with a unprofessional manner she told me(Scooty ki problem hai koi kya krega). Is this the escalation team of DOMINOS.
They can arrange other rider or politely inform about the situation and request for fresh order but No, they will ask you accept the stale food.

I am attaching the screenshot of the order and the contact of the person who called.

+3 photos

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Domino's Pizza customer support has been notified about the posted complaint.

Jun 11, 2021

Updated by Pkapoor2416 Hi,

This is really unprofessional from Dominos. I have received a call today from your team (Rahul) with the attached landline number. He was not able to speak English or even Hindi and without any apology he was trying to blame me only to not taking order. Which is a fake remarks by them as the delivery person never reached at my place.
Then very arrogantly he told me that i cancelled the order, but that was around 1 PM and cancelled by store person. Attaching screenshot of the distance from store to my home. How could they accept me to wait 1:30 hour for 5 minutes distance.
This is really pathetic as i don't have time to take calls all the time with no resolution.
I will suggest you to educate and train your employees to provide solution to the customers and show some empathy.
Arrange call from the store manger or someone who can even talk properly.
This time i must say Dominos hired unprofessional people who don't care about brand or revenue because they are getting salary. How could they are so fine with order cancellation and unhappy customer.
HIRE right people.