I worked for you both previously and understand a lot of the issues that present themselves in your business. It is because of this that I am taking the time to contact you instead of corporate. I placed an online order last night to your La Mesa location. After waiting an hour (projected time was 20-29 mins) I tried to call the store three times before anyone answered. The phone rand upwards of 20 times per call.
Literally no one answered. When I was finally able to get a hold of someone her name was Talia. She was very very slow and did not seem to understand why I did not receive my order. She was unprofessional, very rude and condescending, and seemed like she was intoxicated or high in some way. (if she is handicapped i am very very sorry) All i wanted was my order re sent immediately. I was starving! She told me I needed to speak with the manager and put me on hold.
Why on earth she couldnt just tell her manager to rush me a new order i am unsure. The call timer in my phone reflected that I was on hold for 17 minutes before I used a friends cell phone to contact the store. NO ONE would answer the store phone from that cell phone or the house phone I tried. My phone was still on hold from Talia going on a half hour at this point.
I hung up and called back. On my third attempt Carlos answered the phone finally (I’m not sure what your staff was doing or why they were unable to answer your phones); I explained my situation to Carlos. It had now been an hour and a half, all I wanted was my pizza delivered, no discount no credit just dinner that I ordered at full price to actually arrive. No such luck, Carlos put me on hold after I asked him “please do not put me on hold I just spent 27 minutes on hold waiting”.
I lamented and waited 13 minutes on hold with no response finally gave up and hung up. I tried to call the store several more times to no avail, which your phone system should reflect. I gave up. 45 minutes later my cell phone rang. Your assistant manager Freddy called to find out if I still wanted my order 2.5 hours after I placed it. He told me he would waive the delivery charge. After being treated terribly and disregarded I was insulted that he wouldn’t even offer me my order for free.
At this point we had already eaten and I would not have excepted his offer anyway due to the way i was treated and the obvious concern that they did not know what they were doing, on top of the fact that dominos has already had disgusting incidents recorded of disgruntled worker doing unsanitary things to orders, but it would have at least shown they were making an effort to rectify the situation.
I spoke with him for a couple minutes he could not tell me why my order never was delivered, why it was shown as complete on the tracker, in general the circumstances that created this catastrophe…
He was rude, unprofessional, and disrespectful. He could not have cared less. He treated the situation as if it were a joke and his responses showed how little he cared for me, my order, my business, and your business. After one of his more ignorant statements I dropped a “Pam and Susan” he instantly became suddenly concerned and tried to undo the vast negligent damage he had already inflicted. You shouldn’t need to know the owners to be treated with respect.
If I had been anyone else I would have called corporate immediately. It is only because I know the two of you that I refrained from doing so; to be honest I still feel like I should. I do not want any comps, coupons, credit, etc I will never order from that location again. I am not sure if id ever order from the company again to be frank. I can only imagine how much business you lost last night.
Your entire store’s behavior was comparable to the Carolina you tube video a couple years back, and I KNOW you do not want your stores viewed that way. Please tell them to watch their language, it was inappropriate. I’m really sorry to say you lost at least one frequent customer last night.
Please check my phone number so you know I am not exaggerating. With our economy the way it is you should consider hiring a staff that wants to work, that cares; there are plenty of unemployed people out there that would not treat your guests so poorly. At the very least not destroy your customer base!
Good luck! I’m sorry to see that your service standards have dropped so drastically. Please let me know you have received this message, otherwise I will feel obligated to forward it to corporate. I need to know this will be taken care of. Not for my sake (obviously) but for the next poor victim that just wanted dinner.