My name is Brian xxxxx, I have been a loyal customer of your company for many years and until this week, I have never had a problem with your company, its franchises, or way of business.
On October 15, 2012, I placed Order #528468. While I was concerned that it would take an hour to get to me, I was not prepared for the travesty that was about to occur. Thankfully, I made screenprints of your tracker screen as evidence. As you can see, between step 4 and 5 of the tracker, my pizza sat waiting for delivery for nearly 30 minutes. It then took an additional 32 minutes to get to my apartment and was borderline lukewarm and cold. One bite confirmed the suspicion that my roommate and I had that the pizzas would have to be reheated in our oven and even then they were rubbery and barely palatable. As the pizza recooked, I took to your website to lodge my complaint noting in it that we would have called them back to resend us new pizzas, parmesan bites, and dessert, but the thought that it would take another 90-120 minutes for us to have dinner when we were already starving made that an easy decision. This became registered in your customer service system as Reference #1208135.
Steve responded to my inquiry and outlined the process that he would forward my complaint to Ashfaq Ahmad and provided me with his email address should I wish to make a direct connection. I have taken the courtesy of copying Mr. Ahmad on this email to let him know that 1) I am aware he that my complaint was referred to him and 2) making sure that you, Mr. Doyle, are aware that he failed to contact me within the 72 hours outlined as outlined by your online customer service reps. I returned to the email I received from Steve where he said to ” please contact us again so that we can make sure this is resolved for you.” I took to my computer again and did a follow up message and awaited response. Please note, at no point until now have I attempted to contact Mr. Ahmad as I believe that if I am, in the words of Steve, “giving [you] the opportunity to fix the situation,” you should take that opportunity and burden upon yourself and I, as the customer, should not have to follow up as I have had to do so this evening.
My follow-up message was received by Ebony who clearly did not seem to understand that a customer who has already waited three days to hear back from Mr. Ahmad probably doesn’t want to wait any longer than necessary to speak to someone and quite simply wants to speak with someone or receive a call back from anyone that evening. While Ebony has said she would immediately report this to the management of the Long Island City store and sent a gift card that I can use to regain my trust, it’s somewhat laughable that she would think management would take 5 minutes out of their day to contact me when they already had a full 4,320 minutes at their disposal to the same. While I thank her for her offer to send me a gift card that would arrive within 7-10 business days and mean I would have to wait even longer to receive any restitution at all, it seemed that she if she wanted “to give [me] good reason to return as a loyal customer” then asking me to wait even longer for both a response and restitution is not good customer service. Once again, I took to my computer to respond that this resolution was unsatisfactory and then messaged the @dominos Twitter account asking for an immediate response. The next response came from Lisa who did nothing but make me feel as if I was being brushed off with the promise of a gift card and promises of a response.
Mr. Doyle, this is wholly unacceptable. As I took to your customer service group one last time, I pointed out that my roommate and I spend approximately $25 a week or so with the Long Island City establishment. That adds up to $1300 a year that your customer service team seems to want to give to your competitor, Papa John’s, or any of the local mom and pop establishments in my area. I should not have to wait any more than I already have for a response nor should I wait 7-10 days for a gift card in the mail when numerous online bulletin boards and a family member who used to work for your company have told me that your customer service reps have the ability to issue online coupons. I have been made to feel as if I can be bought off with promises of call backs or gift cards. If you want to regain my trust, then you, Mr. Doyle, are going to have to be the one to do it because it is plainly evident that from Ebony to Lisa to Mr. Ahmad, no one seems to really give a shit about how much you have pissed off a loyal customer.
Let me tell you about myself Mr. Doyle. I have been unemployed for almost a year now and subsist on less than $400 a week in one of the most expensive markets in the country where I still have to ask my parents for assistance so I can meet my bills. I continue to choose Dominos because you provide a great value and, until this experience, a great product at a great price that fits in my budget. This is the one luxury I afford myself each week and I look forward to it greatly. After this experience, I may have to look forward to seeing your competitors pull up to my door. Customer service is important to me as I have done it in every single job I have ever had in my entire life. I have never lied to a customer, I have never made them promises I could not keep, and I have never treated them the way that I was treated tonight.
After I hit send on this message, I will be posting this email on my website, http://www.jamjambitches.com, where it will cross post onto my Twitter feed, my facebook page, my LinkedIn page, my google plus page and anywhere else I feel like putting it. Let’s see how fast you respond. If Mr. Ahmad cares to reach out to me, well, I will be shocked. This experience, Mr. Doyle, is unacceptable and I await YOUR call, not your flunky’s. Again, if your company wants to regain my trust, it will have to be done by you because no one else seems to give a damn.