Domino's Pizza - Richm

I had placed an online order at around 1pm and I never received my order. I tried to call the store directly multiple times and I got a message that they are currently experiencing technical difficulties with their phone and to go to dominoes.com and then the call disconnected. So even if I wanted to speak to someone in the store directly i was unable to. So I went to the location directly when I was off work, which I didn’t get off until 3PM so I didn’t make it there until like 3:10. When I went to the store the guy that was working asked me if I was picking up an order. I said can I speak to a manager and he responded he was the manager. I told him that I placed an online order and never received it. He asked if it was it at a hotel and I responded it was. He said the driver had called me and I didn’t answer. Keep in mind that no driver made an actual delivery attempt, I work the front desk so if he at least attempted to deliver the order I would have received it but that was not even done. I responded and I told him I called the number back and I have ordered from there multiple times and have never had a problem. He said well it’s sketchy because it’s a hotel. I asked him as a customer what can he do to make it right. He said well I can either remake it for you or give you a refund. I was just going to have them remake it for me but the “manager” who said his name was Bryan was extremely rude, so I didn’t even want my food remade by them. He said that I came into the store “hot”, when I absolutely did not. I didn’t use foul language or even raise my voice. When I asked for the district manager or the general managers number he refused to give it me. I told him as a manager “ you didn’t even apologize and you’re making it my fault. He then proceeded to tell me “that it is my fault! we called you twice and you never answered” I let him know that I was at work and even called the number back! He then said to me “well what are you doing ordering pizza at work hun?”. I’m confused because i thought that people regularly order pizza at work?? I mean is that not something normal? He said I had ordered it at 1 something and it was after 3. I informed him that I can’t leave my job and I tried to call the store and even played the message I got when I called there, so what else was I supposed to do. I was so upset because I’m not a confrontational person! I literally had to step outside for a minute because I was literally having a panic attack. He told me that I could take one of the options or I could leave the store. After I stepped outside, I went back inside and asked for a copy of the refund. As I was leaving he was like Don’t you want the number and I went back to grab it and he was like Yeah hmmhmm okay. I have NEVER NEVER NEVER in my life been treated this way by a manager and I will never go to this location at all! Like I mentioned earlier I have ordered from this location several times and never had an issue so honestly I believe you need to consider new management! The fact that he refused to give me the numbers I asked for, and was told to leave the store, and he blatantly told me that it was my fault is just bizarre too me and NOT ONCE, did he offer any apology. I don’t even think the number he gave to me for a Christian was a number to anyone who works in the store, but I will continue to reach out to someone until I speak with the district manager.

Double check your orders before you leave the store to confirm EVERYTHING is correct ?

Marked my order ready for pick up an hour after I ordered, showed up and it wasn't even in the oven yet. Said he was going to apply a $15 dollar credit and I go to order a pizza today and no, no credit, would have rather you just not offered anything tbh.

The place was hopping. They were super busy and the service and food was great. They were working hard and fast.

I was missing two veggies from pizza; still delicious, I ate it and enjoyed it!! I must recognize the manager (younger gentleman, tall, medium to long hair length) I am so impressed with his leadership skills; compliments to staff on a well.made order, welcoming delivery drivers back to the store; ensuring they have the complete delivery orders, all while completing carryout orders. Very impressed with the whole functionality of the team. Well done! I definitely will return.