WHO: Domino’s Pizza
WHAT: Domino’s overcharged reader Robert for some pizzas and were rude to him when he pointed this out. Upon complaining to Domino’s corporate, Robert’s complaint was kicked back down to the people who were rude to him in the first place.
THE QUOTE:“Because your Domino’s Pizza store is independently owned and operated, I have forwarded your comments to the franchise owner or local representative. Please be assured your comments will be taken seriously and considered to help Domino’s Pizza improve our operations.”
Domino’s writes to Robert:
January 22, 2008
Mr. Robert [redacted]
Dominos Case #: [redacted]
Dear Mr. Robert [redacted],
Thank you for taking the time to contact the Domino’s Pizza Customer Care Team. As a valued Domino’s Pizza customer, your comments are extremely important to us.
I want to apologize for the situation you encountered at the Cambridge location. Domino’s Pizza takes great pride in providing the quality products and service you have come to expect and trust.
Because your Domino’s Pizza store is independently owned and operated, I have forwarded your comments to the franchise owner or local representative. Please be assured your comments will be taken seriously and considered to help Domino’s Pizza improve our operations.
Again, thank you for taking the time to contact us. Your business is very important to us.
Domino’s Pizza Customer Care T.E.A.M.
Robert replies (to Domino’s):
After I sent my previous message (the one which you are replying to) I attempted to contact the Cambridge location again, and no one would assist me. They still have my money, and now that I’ve returned home there’s little chance I’ll get it back.
While they might be an independent franchise, they share your name, and their actions damage the reputation of your entire company.
1) We placed an order for pizza’s you guys had on sale, and we were instead charged full price, which ended up being twice what we thought it would be.
2) When my friend called, he was treated rudely and told it was his fault that the sale price wasn’t given.
3) When I called, I was told the manager would return my call as soon as she could, but that it was our own fault.
4) After 3 calls to the store, we were finally told there was no manager on duty, but that she would call us the next day.
5) At no point did any of of the staff return my calls as they said they would.
This entire time we were treated horribly by that stores staff. For you to tell me that you’re forwarding the complaint on doesn’t help much, since I’ve already called them and complain and was treated badly for doing so. All I wanted was a refund of the overage I was charged, and I was clear with the staff that I understand mistakes happen. I saved up for college by working at a pizza place, as did my sister (who actually worked at a Domino’s in Springfield, MA) and I know that sometimes it can be frustrating when a customer calls up with a complaint. As such, I went out of my way to be as polite as possible and simply wanted a return of my money. Instead I received attitude and frustration.
Please look into this a little deeper than just a form letter to myself.
PS- I am CC’ing this email to The Consumerist, which is an excellent customer advocacy site.