Dear Sir/Madam, I am writing to you in relation to the poor customer service and what can only be described as uneatable pizza I received from your Balcatta store in Perth Western Australia on the evening of Friday the 28th of September between 7 and 8pm. I ordered a thin crust Hawaiian and deep pan meatosarus by phone for convenience and the order was taken promptly and with no issues and was advised that the pizzas would be ready to collect in 15 to 20 minutes this is were the reasonable customer service ended. My wife left to collect the pizza which is approximately a 15 minute drive from our house to the store. The Hawaiian pizza was for my twin children who were becoming restless due to hunger so my wife was eager to return with pizzas so they would not become upset. On returning home with the pizzas the Hawaiian for the twins was burnt, cold and dry making it uneatable. I called the store back immediately and advised them that the meatosarus although cold and oily was ok but the Hawaiian was uneadable. The staff member on the phone offered no apology and I had to advise him that my wife was returning with the pizza and could they start preparing a new one now for us. The staff could not even offer a resolvement to the poor product they had sold showing a complete lack of training in customer liaison and complaint resolvement. As my wife had returned with the food and the twins had seen it, this made them even more restless and my wife had to put them in the car so as to keep them calm whilst returning to the Balcatta store. Fortunately my brother in law was with my wife so was able to assist in returning the pizza. My wife arrived at the Balcatta store and my brother in law went to collect the pizza only to find that it had been burnt again meaning that we no longer had time to wait for another pizza to be cooked as the twins were very hungry and it was now very late for there dinner and so our only option was to ask for a refund. On receiving the refund my brother-in-law was offered no apology so he enquired on why the pizzas were burnt and asked if maybe on the first pizzas run the deep pan and thin crust were put in at the same time meaning my basic physics the thin crust would get burnt as it requires a shorter cooking time then the deep pan. The manager’s response to this was that the oven temperatures had not been altered in a long time and they had received no other complaints or issues about their pizzas. The attitude of the manager was poor to say the least and did not show any empathy to our complaints. The reason why we chose to have take out in the first place was that it was a Friday and had been a long week for my wife and I and we just wanted to have relaxing evening with no washing up and no cooking with any stress. Well as you can tell from the above details it was the most stressful and inconvenient experience I have had with a fast food producer. To top it we had to drive to another fast food outlet store to get dinner and wish we had to chosen them in the first place, as the staff were courteous, food was edable and at the same price of the pizza. For a large corporation as Dominoes I think more emphasis and an injection of capital expenditure needs to be placed in customer service and staff training as the 3 to 4 TV ads every night and constant radio plugs and magazine adds certainly make Dominoes noticed but without consistent good produce and a reasonable level of customer service the ads are pointless as you will have no repeat customers from the first time buyers you roped in with the flashy adverts and coupon mail outs. Also stop extending your range if the staff do not know how to cook the basic stuff in the first place you will find customers would prefer a shorter range tat was consistently good rather then a large range of rubbish! As a general manager of a 3 and half star hotel in the Perth CBD and over 15 years experience in the hospitality industry of which 12 of
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