Specifically, the Dominos in Millbrae.
Last Friday, I had an overwhelming craving for pizza. This happens. What hasn’t happened in a while is that I specifically wanted to give Domino’s up here in the Bay Area a try. I have a tried and true place in Southern California and that’s what gave me the idea: we have several Domino’s competitors much closer to us but I remembered my good old days of ordering a Domino’s pizza (or two … I was a hungry teenager) once or twice a month and it felt like a good time to go back to the classics.
We went well out of our way during a night full of errands to pick up two pizzas (because two people, two pizzas, right?)
It took us a fair while to finish the errands, get home, unload the car, walk the dog, get the rest of dinner on the table. When we finally sat down to eat, it was pretty cold but best of all: PiC found hair in the pizza!
All together now: GROSS. I couldn’t believe I’d sent positive reviews via the online app before eating but I’d never ever had this happen over a lifetime of a whole LOT of pizzas so I didn’t think to wait until we were done. Almost bemusedly, mostly horrified, I watched him pick out the hairs, and I sent a new message about the hair, nearly automatically.
After a few minutes I realized, well, that’s not going to do anything. I called the store, explained what happened and asked for a refund.
The female taking the call interrupted me to talk to someone else, then came back: what?
I couldn’t tell if the “what?” was for the explanation, the refund, or just a general ambiguous blanket “I really wasn’t listening,” so I asked if she’d caught anything I’d just said at all. “Umm, no.”
There were four or five males in the shop and one female when I left it, none of them wearing hairnets mind you, she picks up the phone but can’t be bothered to listen to the caller?
I explain again: we picked up our order about an hour and a half ago, but we found hair in the pizza. I’d like a refund.
“Well, first of all, we don’t give refunds anyway, but you waited two hours to call.”
Oh, yes, I delayed my call because I wanted to spend some time with my hair laden pizza. And that totally invalidates the fact that there was hair in my pizza. That ticked me off. And she wasn’t really listening to me anymore so I doubt she noticed I got frosty when she asked if I wanted to talk to the manager. I just took the number and hung up. At that point, I was livid.
Because, hi, fine print of Dominos:
What’s that? You have a guarantee?
“If you are not completely satisfied with your Domino’s Pizza experience, we will make it right or refund your money.”
I’ll tell you what, what I like even better than unhygienic pizza? Being lied to.
It was late, I was fed up with that crap. I didn’t want to speak to another person over the phone so I (politely) wrote to Corporate. And I get a response saying (summary):
Oh we’re so sorry, we have to let the location know, so please wait three days for them to respond. If you don’t hear back, let us know.
I was angry but not totally unreasonable. I waited three days. Silence. I wrote back to Corporate informing them of the silence. The onus was now on them to “make it right.” By refunding my money at this point. A “we’ve passed this note on” confirmation came back.
Days later: still silence. I’m done waiting.
Domino’s: This location definitely no longer has my business or my support. But since the company has gone silent and hasn’t bothered to honor their guarantee I don’t see why they should have my business either. Considering my household spent over $3000 eating out alone last year, a cut of that might have been nice but in this booming economy, who needs another customer, right?
And I’d like my money back, thanks.