I have two issues with two separate orders from two separate stores from Dominos Pizza...

GetHuman-jaksons's customer service issue with Domino's Pizza from September 2020

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The issue in GetHuman-jaksons's own words
I have two issues with two separate orders from two separate stores from Dominos Pizza in Pueblo CO.* The first was from September *th. I was going to a friends house and wanted to bring pizza so i placed an order, via the dominos app, for carryout at a store that i do not usually go to (*** S. McCullough Pueblo, CO *****) I placed this order at **:**pm (Order *****), for a total of $**.**, and the app accepted the order charged my card and showed me the "dominos tracker". So not even thinking there was an issue i drove to the store on the way to my friends to pick up my pizza order. The "tracker" showed my order as made and complete at **:**pm. To my surprise and disbelief when i arrived at the dominos location, it was CLOSED! In fact the store was closed since **pm, which was BEFORE i had even placed the order. I contacted dominos customer service via email and was sent a confirmation email that my issue had been received and i would be contacted by someone.. I got one call from someone who left a voicemail. Upon returning the call, the voicemail of the number she left states a different name then the name this person says they are. The location that i was to pick up my order doesnt have a record of my order and therefore wouldn't offer a refund, but suggested i try the national customer service because, "this was a mistake of the Dominos app. and not their store. I sent another email concerning this issue and as far as i know have NOT gotten any further response to this issue. I simply want a refund of my $**.**, as i never got my order, since the store was closed. I had no idea that this location was closed at the time of my order, i had never used this store before, and assuming since i was using the Dominos app that it would not allow me to place an order from a closed location.**My second issue is of a similar nature and occurred on Monday September **st. This time i placed an order through the Dominos app for pickup through my regular store. The store closes at **pm and i placed my order at *:**pm. The app took my order (Order ****), processed my card at *:**pm (this time for $**.**) and sent me to the "Dominos tracker" page. My pizzas were ready at **:** pm, according to the "tracker". I had a delay in arriving to pick up my order i was there around **:**pm but arrived well before they closed at **pm. * Upon my arrival i tapped the "im here" button on the "tracker", and knowing how this store operates called the store to announce my arrival. The person who answers says, "Okay ma'am, we will have that right out to you!" A couple of minutes later two Dominos employees approach my car, neither carrying a single box of food! "What is going on?!" I exclaim. "Ma'am, your order has already been picked up." "What? What do you mean?" I say. "Your name is Kristi? Someone came here a little while ago said they were you and picked up your order." "That is a lie!" I tell them. To which ill explain here...* First only my husband and myself were at our room when the order was placed. Second nobody that i know here knows my last name (which they said they asked for from this person, but have NEVER in all my prior dealings with asked me for my last name when picking up an order) as i am fairly new to the area. Third i placed the order on an app so i NEVER spoke aloud to order or while ordering so that a random passer-by could know where i was getting food, when to get the food or what name (and last name) to use to get the food. Lastly, the "tracker" mentions the name of the person who was making my food, (in this case Rigoberto, and the "manager" i was speaking to said his name was Rigo) and being a large order $*** with unique pizzas i would think he would have at least partially remembered. When i asked what my order was he says, "Two large one topping pizzas, two brownies and a soda." Yet the order was two medium special order pizzas with more then * toppings two brownies , two specialty chickens, and a salad. The kid who he brought out with him to say he had given it away couldn't describe the person, the vehicle, the order and seemed very very nervous. He even asked 'Rigo' if he did good, before he was sent back in the store. At this point i am quite upset and do NOT believe this bs story and think that my order was not even made. I ask Rigo if he would make the order again, to which he replies,"This was a ** dollar order, im not going to make it again and lose more then *** dollars in food! Im sorry but the most i can do is try and get you a refund." "TRY and get a refund?" I ask, "Why not just give me a refund?" He says, "Because you ordered from the app, i cannot guarantee that a refund will process. It isn't like a regular charge." Okay that is a lie and bs too. It is the same as if they processed an over the phone charge. So i ask when i can expect it he says two to three days. If i don't get it not to call him but call corporate instead.. And of course i haven't gotten my $$ back.. I want a refund for the food that i NEVER received, twice!* The Domino's guarantee motto is, 'If your not happy we will make it right or refund your money!' I just want my money, for both issues $**.** and $**.**. I have screenshots of my order times, my pickup times my order numbers, the charges to my account, the "tracker" showing my completed orders and am happy to get any other information needed for my refunds. I was a regular customer placing two orders at least a week with this company (I know its not the healthiest, but there was variety..) However, after Rigo being able to stand there and lie to my face over and over, with ZERO intention of correcting this issue, that none of it was MY fault, I will NOT EVER order from Domino's Pizza again, ever! To top that, it has been more then difficult trying to contact a real person in customer service so i can get these issues resolved, please help. Thank you.

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Domino's Pizza

Customer service issue
Reported by GetHuman-jaksons
Sep 29th, 2020 - 2 years ago
Not resolved
Seen by 32 customers so far
Similar issue to 2324 others
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GetHuman-jaksons started working on this issue
Sep 29th, 2020 12:52am

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