Domino's Pizza
Online order accepted and charged then cancelled as outside delivery area

I ordered online and my order was accepted and confirmed. A few minutes later, I get a phone call from store manager Antwon saying the delivery area had changed, I was no longer in it, and he'd cancelled my order. He didn't even ask me if I wanted to come pick it up! I checked online and saw my account had already been debited and asked him when I'd be credited for the charge Domino's had already made. He told me I'd not been charged. Hello! I was looking at my account. I HAD been charged. He said there was nothing else he could do. I asked for his manager's name and number. He told me it was Jay Kearns, 706-631-3330.

When I called Jay Kearns and explained what happened, he told me that's just the way it was and my account hadn't been charged, the money was "just on hold" and that I should have it back in 24-48 hours. I told him I wanted either my money or my pizza. It was Domino's mistake. If I was out of area, they shouldn't have accepted my order. They could have made a one time exception, delivered the order, told me I was out of area and they'd not be able to deliver again; and I would have been happy. But instead, Jay Kearns was rude and uncaring and even called me unreasonable. When he called me unreasonable, I was so mad all I could do is hang up to avoid saying something really nasty!

Just to make sure I wasn't overreacting and being "unreasonable" I called my brother who managed a Domino's store for five years. He told me that the store had changed a lot since he managed one in the 90s and that Domino's in general had gone "down hill" since then.
He told me that had he been the store manager, he would have apologized, not charged for the pizza, and delivered it with the explanation that it was an exception because of the new delivery area parameters. That's just what I thought except for the free pizza. I didn't want my order free, I just wanted it!

What I WOULD have liked Domino's to do is to have delivered the order with the understanding that it was a one time deal since the delivery area had recently changed. I would have been satisfied and they wouldn't have lost a customer who will now post as many comments as possible and tell as many people as possible how HORRIBLE their customer service is. Domino's needs to update their computer database so that when people enter their addresses online, the system will advise them that they are out of the delivery area!

Footnote: As I was about to click next on this form, I received a call from the Domino's store I'd ordered from (4:15 p.m.) The caller identified himself as Joe Ricketson, assistant manager, and asked about my response to the comment I'd sent online in regards to my online order. When I explained everything to him, he seemed surprised, said I was totally reasonable, and explained to me that per Jay Kearns and the store's owner, in situations like this where the charge has already been made, they are to deliver the order and explain that it is an exception. Wow! Joe was exceptionally pleasant to deal with. Too bad he's not THE manager or district manager; as the ones who are in those positions are not customer service minded at all!

Company: Domino's Pizza
Country: USA

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