This week in the JNSReport, we discuss what happens when Dominos Pizza goes wrong. It’s essentially, an order placed with Dominos on a certain day in the afternoon at around 4pm. The sun is still shining brightly. I say this because it plays an important role to come later in this report. Maggot behavior was exhibited on behalf of the delivery driver and the store managers of a particular Dominos. By Maggot behavior I mean the low down disrespectful, cavalier attitude given in response to a customer complaint.
The scenario went a little something like this.
Dominos Pizza Webpage Online
Order special selected
Order placed and priced
Delivery eta 34 -44 mins
Delivery total including tax and delivery fee 20.11
Typo entered in customer cell number. Final digit is incorrect, but the system at store where order placed is on file and accurate because customer is a regular patron.
Time approx a little over an hour later. No delivery of order
Customer calls store to find out why order hasn’t been received.
Store employee a male with an Indian sounding accent answers.
Customer: Hi placed an order over an hour ago order has yet to arrive.
Store employee male: Yeah what’s the address?
Store employee male: What’s the phone number
Customer : It’s…
Store employee: Interrupts yeah the number you entered online is wrong in the last digit.
Customer: Ok but why didn’t the driver knock at my door when the number was wrong or call to ask you if the number he/she had was correct?
Store employee: I’m sending him back?
Customer calls back.
Customer: Hi I just called about my order
Store employee female: Yes
Customer: Can you explain why the driver didn’t knock at my door when he arrived if he came at all?
Store employee female: He can’t leave the vehicle. Our policy is that they can’t leave the car they have to call and you have to come down.
Customer: But that makes no sense I live in a residential neighborhood not the projects. I’m a regular customer.
Store employee female: Well it’s for security and that’s our policy he might get a ticket. And if you’re a regular customer you should know our policies.
Customer: What?!! Don’t tell me what I should know. All I asked is why he couldn’t just knock at my door. If he did come he would see he’s in front of a house and as far as security it’s day time not midnight. That doesn’t make any sense. And I didn’t know your policy but now that I do I won’t be ordering from you guys again.
Store employee female: Good that’s your right.
End of call.
Customer: Yes I just called same address cancel my order.
Store employee male: My delivery driver is on his way.
Customer: I don’t want it. It’s over an hour and this could have been avoided even if I made a mistake with my number online you guys have my correct number in your system. You even corrected me before I told you my number when you first asked me. I’m a regular customer. The driver could have knocked at my door I would have heard him.
Store employee male: The driver did knock the door and ring the bell.
Customer: Sir that’s not true I don’t have a door bell.
Store employee: That’s your problem!
Customer: What?! Listen first the other lady says it’s for security they can’t leave the vehicle if they call and don’t get an answer they return to the store. Now you say that the driver did leave the vehicle with the pizzas and rang a bell that I don’t have. Your lying! Just cancel my order.
Store employee male: Do you want the order or not you have a problem.
Customer: I said cancel it!
End of call.
Is the customer wrong or is the Dominos Pizza staff wrong for how they spoke to not just a customer but a long time regular customer?