Yesterday at *:**pm I call the Dominos in Sylva, NC to order a mushroom and pepperoni p...
GetHuman-terrihul's customer service issue with Domino's Pizza from February 2019
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The issue in GetHuman-terrihul's own words
Yesterday at *:**pm I call the Dominos in Sylva, NC to order a mushroom and pepperoni pizza to be delivered to my granddaughter at Western Carolina College at *:**pm that evening. I went over the required addresses and telephone numbers with the young man who answered the phone. Gave him my credit card to purchase and assumed all would proceed as planned. At *:** pm my daughter calls me to inform me that the pizza has not been delivered and check if *:** was the time I had scheduled. I assured her it was and we talked for a few minutes. We both checked with my granddaughter again and she still had not received the pizza. My daughter call ** times with no answer to the store and I called * times before someone answered at *:**pm. The young man informed me that the pizza was left behind by the driver and that she would be returning soon to pick up again and the pizza would go out then and should be delivered within **-** mins. At *:**pm when my granddaughter still had not received her pizza I called back and spoke with Heather the store manager who offered many excuses, refused to refund my money and again tried to reassure me that the pizza was remade and would be delivered within **-** mins. At *:**pm when my granddaughter still had no pizza and I was very angry I called back and got the young man who said he was cancelling the order and refunding my money. To which I said, I thought there could be no refund and he mumble an answer and said he was sorry for the inconvenience and I replied this wasn't an inconvenience this was a ??*??? disappointment. And he promptly hung up on me. I calmed down and talked with my granddaughter who said she had talked with Heather at Dominos and that Heather was making her pizza and free lava cakes that should be delivered in ** minutes. Heather also told my granddaughter that the driver tried to call but that she didn't answer. My granddaughter said to Heather, I don't have a missed called but to avoid problems I will wait outside for the delivery. In the meantime I called Heather back at *:**pm and apologized for the language and put her on notice if my granddaughter didn't have a pizza by the closing of the store and since she refused to cancel the order earlier and refund my money that I would contact an attorney about the charges and no delivery of food. At this point Heather changed her story and said that she and the young guy who answered the phone where mistaken and the driver had tried twice to deliver the pizza and that both times my granddaughter did not answer the phone. I don't believe this since I was in constant contact with my granddaughter and she was looking for the pizza. The pizza was finally delivered to my granddaughter at *:**pm. At this point I could have driven the * hours to Sylva myself picked up the pizza delivered it and return the * hours home. It is not about the money but the point of total incompetence and lack of customer service. Because of this horrible experience, you have lost a customer not only in me but my family.**Terry Hull
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