For the past 3-4 months, I have been working almost 16 hours a day. Since today I did not even have the time to walk to the restaurant for a dinner, I thought of ordering Pizza.
Here is my experience:
1) I went to the website to try to locate the phone number of the nearest outlet. But after the home page, any other access results in the following output:
2) So I thought I would call up their Hungry Kya Helpline 1800-111-123.
3) It was promptly picked up and the order was taken.
4) After 5 minutes, when I provided the address, immediate reply came: “Sorry our branch does not cover your area. I will give you the number of the nearest outlet, you can place your order there.”
5) I told them this is my order, why don’t they call up the other store/do an online transfer of order. But they don’t have this provision.
6) I finally called up the second store, they said there is an outlet in the basement of my building and this is its address. Hence wasting another 5 minutes of my time.
7) When I called up their 3rd store, they said: “Thank you for calling Dominoes…. blah blah blah…. sorry due to too much order volume we won’t be able to service your order for the next 50 minutes” (BTW it was a normal weekday, no special occasion or weekend rush)
How can a store whose marketing is centered around home delivery and Hungry Kya concept except that their customer would starve itself for 50 + 15 = 1hour 5 minutes?
Why do they so proudly advertise their phone number when it does not work?
Do they really think a customer would be patient enough to repeat the order 3 times?
What is the use of advertising the 30 minutes guarantee when every time they have some excuse or the other to not commit to it?
Why don’t they fix their website?
Why can’t they put a simple call center. You order there and the order would be routed to the nearest store?
Am I asking too much… It took me less time to go all the way to the restaurant, have a nice meal and come back.
Ankur Aggarwal
sree
Sandip Chaudhuri
vbr
skabeesh
Am I asking too much… It took me less time to go all the way to the restaurant, have a nice meal and come back.
I guess some applications of technology are not as necessary as they’re made out to be, nor do they make our life convenient or simple.
Comment by Amit — May 14, 2008 @ 9:42 pm
i guess maybe the guys who are developing the system never use it themselves. hence the inconvenience
Comment by Ankur Aggarwal — May 15, 2008 @ 11:32 am
true , these people never think or plan right
plus dominoes pizza is an expensive badly made pizza at least in south mumbai
u can get a good Indian meal at half the price, only if one can get ones butt to a local hotel, and many local restos have a takeaway menu, so it is not that u dont have a choice…
Comment by prax — May 15, 2008 @ 12:01 pm
thats exactly what i did and it took me half the time too
Comment by Ankur Aggarwal — May 15, 2008 @ 12:14 pm
I can understand how you a feeling. the technology is not used to its best. Its just in advertisments that they go on and on about 30 mins and blah blah.
if you wud have noticed in their leaflet,there are conditions to this ‘30 min’ policy.
1. It depends on how busy the store is.
2. Not applicable on festival days.
3. Company does not penalize the delivery guy for late deliveries.
4. Company can withdraw this policy any time.
Although its not the exact words, you can find it with their leaflets.
The best thing is to go to the nearest fast food restaurant ( veg one wud be the best) and gulp down your hunger.
Pizza is 4 Patient People.
Comment by Xylene — May 15, 2008 @ 5:16 pm
actually what really infuriated me was that even though they publish 1 unified number, i had to place order at 3 different outlets for it to get executed… too much effort for ordering food
Comment by Ankur Aggarwal — May 15, 2008 @ 5:50 pm
Oh damn!!!!!! This is sad…
Comment by Nova — May 16, 2008 @ 3:36 pm
Are you aware that delivery guys DO GET PENALIZED..just today evening i had a late delivery and the guy kept moaning about losing 15-20Rs. from his paycheck because of it, and while on the phone with the manager kept telling the manager “I wasnt late, I went to the wrong house,etc..” and later telling me (after my pizza was deemed free) that he would lose money.
I called the manager at Dominoes Ahmedabad and gave him a pounding…Wish I could do more and take this further…but I dont have that much time..
Comment by Shivam — June 12, 2008 @ 11:32 pm
I just left a complaint over at Dominoes feedback regarding my disaster…though I doubt Ill get a call back regarding it..they take the compliments happily but cant register complaints…they feel that the customer is out to get them.
Comment by Shivam — June 12, 2008 @ 11:48 pm
an update got the automated email back from them…
Dear Shivam
Your Customer Number is: 2865
It is our endeavor to provide each of our customers with a great pizza experience.
You are a valued customer and we appreciate that you have taken out time to let us know that we can do things better.
We have taken a note of your concern and you will hear from us within next 48 business hours on your mentioned contact number.
Regard’s
Team - Customer Care
Domino’s Pizza India L
Lets see if it goes any further..
Comment by Shivam — June 12, 2008 @ 11:51 pm
Update: I got an apology call from the Head of Gujarat (Dominoes) and I had a lengthy (very polite) talk with him for nearly half an hour. At the end he wanted to make it up and has set up an “Apology Treat” - same order as yesterday + Coke + Garlic bread on the house….I didn’t expect that because I thought the entire dominoes india chain was messed…but it seems that is not the case. IT seems the top levels of the state distribution chain are professional and very interested in the same. I was pleased by the response (A phone call in the morning to my online complaint sent).
I was asleep when he called the first time so I told him to call me after an hour. Promptly he called back after an hour.
Overall after sales service (Support/complaint resolution) was 8.5/10! (1.5 is left to see the future orders I place and the reaction and quality I get).
I have tons of hope for Dominoes….
Regards
Comment by Shivam — June 13, 2008 @ 11:35 am
@shivam…
well although Dominoes do advertise that delivery guys are not penalized, their pay structure is incentive driven and these chaps do lose their incentives in case of bad delivery.. anyways what we really want is a commitment to service…. and some food before we starve to death…
but the good thing is that state head converted you to a loyal customer.
Comment by Ankur Aggarwal — June 13, 2008 @ 12:31 pm
Same pinch..I too had a horrible experience with Domino’s..eh read this - http://mindflirting.wordpress.com/2008/06/24/consumer/
Its so annoying sometimes that my nails dig inside my palms… eh!
Comment by fruitymind — July 11, 2008 @ 11:56 am