LC was out on Saturday, and so I decided to order Dominos pizza - it has been a pretty long time, but it's always quite enjoyable, and after an afternoon of rushing around it was good not to have to cook. Or so I thought...
The order was placed for 5.30, and the pizza tracker was opened. It promptly "went to sleep" until closer to the time, and then never seemed to wake up. But at exactly 5.30 there was a ring on the doorbell, and Dominos delivered our order. Huzzah!
Or not, as it turned out. Because while the two sides ordered were correct, neither of the pizzas were those we'd ordered.
Now, at this point I must stress that this is a very simple mistake that could easily happen to anyway (especially at it looks like their label machine was probably out of order) - the driver grabbed the wrong two boxes, and so there was a mix-up of orders. It happens; not a problem.
But then it's how you fix the problem that matters. And it really matters.
So, firstly I checked but there wasn't any obvious "we've screwed up your order, let us make it right" button on either the webpage or the email confirmation. That would be extremely useful, though I guess open to abuse.
So, onto Google I went to find the store's phone number. I called, and was answered promptly. I explained the problem, only slightly painfully, at which point she needed to speak to her manager so put me on hold. Which was fine. Moments later, she returned to say her manager was on another call so would be a few minutes... and then hung up.
Sigh.
So I called back, and got the same assistant. She apologised, and correctly put me on hold this time.
Ten minutes later...
After getting no response for ten minutes, I gave up, hung up, and called again. This time the call was answered by a different person (who turned out to be a driver who was helping out due to staff shortages). Unfortunately, he couldn't hear me very well...
I explained the problem again, this time rather more painfully. At which point he went and grabbed the manager, who came to the phone immediately. I then explained the problem for a third time (by now feeling really irate, and dealing with two very hungry and very disappointed children). After a few goes around, he grasped that all I wanted was for them to make the two pizzas that I'd actually ordered and deliver those to us - I wasn't demanding a replacement of the full order, or a refund in whole or in part, or compensation, or anything of the sort. Just give me the thing I wanted, please?
The replacement pizzas finally arrived at almost exactly 6.30, a mere hour after they were due.
(On the plus side, we did then end up with the two incorrect pizzas, which provided lunch for LC and I on Sunday, and then a dinner of sorts for LC on Sunday. So it wasn't all bad, I suppose.)
The upshot is that they made a real mess out of what should have been a fairly simple fix.
The way I think it should have worked:
- Firstly, the means you use to order should also provide the same means for dealing with issues, especially simple issues like this. Things like "why hasn't my order arrived", "I've received the wrong thing", or "it's been damaged" are pretty straightforward, and could easily be resolved by an automated system - and would probably cover 90% of all issues right there.
- Assuming that isn't possible (and given that it could be abused, maybe it really is not possible), then the person who answers the phone really needs to be empowered to solve the problem directly. And if that's not possible, then the second-line staff who can solve the problem need to be available to jump in and help right away.
As it is, this was very much a case where their service very much did not delight me. It will now be a very long time, if indeed ever, that I order from Dominos again. It's one bad experience after almost 20 years of otherwise fine service, but the experience was sufficiently bad as to sour all those others.
