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5/23/11

This is why Domino's Pizza has to be the best (or the dumbest) business model out there.

Short post, but I have to share this...
_____________________________________________________________

6:35 - Girlfriend and I decide we're hungry, and neither one of us feel like cooking.

"What sounds good?"

"I dunno, pizza?"

"OK."

6:40 - I go online, and place the order.  Large Pepperoni Pizza Feast, some Cheesy bread, 1 marinara dipping sauce (for her), 1 garlic dipping sauce (for me), and hit "Place Order."  Total is $19 and change, and it'll be here in about 25 minutes.

6:44 - Her and I become amused by the Domino's "Pizza Tracker" on their site.  Eric P is prepping our pizza within seconds...  Did you know you can post it to your Facebook?  Gf knows now, and knows not to let me play around on her laptop (hehehe...)

7:05 - *knock knock*  It's the pizza dude.  I pay him, give a decent tip, and send him on our way.

7:06 - I notice something's missing.  My garlic sauce.  Cost an extra 50 cents, no big deal, but still...

7:25 - I start thinking 'hmmmm... how do I leave feedback?  I don't want to make the driver come all the way back for just sauce, but I feel like letting them know...'

7:30 - I find a way to leave feedback on Domino's website.  I let them know.  I don't rant or gripe, just let them know their attention to detail was a little off, and I paid for something I didn't get.

7:40 - I get an email back from a Domino's rep (copy/pasted below)


May 23, 2011




Dominos Case #: xxxx 


Brandon,


On behalf of Domino’s Pizza I am really sorry your Domino’s experience was less than great. We appreciate you contacting us and giving us the opportunity to fix the situation.

The Idaho Falls location where you ordered is locally owned, so my first step is to report your concern to the owner, Wesley Wood. This will give them or a representative from their office the opportunity to hear your feedback firsthand, and do what it takes to keep you as a loyal customer.

Your feedback is a gift and we appreciate you contacting us. Once again, I am really sorry that we let you down. If you do not hear from the local owner in 3 days, please contact us again so that we can make sure you are taken care of.


Most sincerely,

Cleopatra
Domino's Pizza Customer Care

Wow, more than I expected, and from an Egyptian ruler no less.  Domino's pulled out all the stops for one minor issue...

7:43 - My phone rings.  It's the manager of the store, apologizing for the mixup.  I tell him it's not a big thing, I just wanted to let them know.  I like to give feedback when good or bad, so businesses can improve on the right things, and fix the wrong things.

He's not done.  I have two options:
  1. He can tell them to remake the order, and I'll get one more pizza, more breadsticks, and a crapton of dipping sauces, or
  2. I can get a $10 discount on my next order
I'm full, and we both have enough left over for lunch tomorrow.  I chose door number 2.

So for a 50 cent mixup, I got $10 off my next order.

I'm not sure if this is great customer service, or just completely ridiculous.  Sure, if you completely messed up my order, I'd expect something like this... but for one container of dipping sauce?  And even when I say it wasn't a major issue?  

They were never going to lose my business over something so minor.  But now, after this, I think I love them....  I mean, from ordering to delivery to "complaint" to resolution, all in under an hour?  

Whoa, Domino's.  Whoa...  Good job.
Please Share it! :)

27 witty retorts:

Zombie said...

For some reason that pizza guy looks familiar...

ironchefman said...

I enjoy leaving feedback for companies as well, but unfortunately it's usually the bad opinions that we want to share. I sometimes imagine a positive comment in a customer service inbox would have them ready to throw a parade.
Nice story about the Dominos though. Always nice when a company takes customer feedback seriously!

A Beer for the Shower said...

I just literally ordered Domino's and was watching the "pizza tracker" before I came here. What a ridiculous feature... and yet I can't look away.

And yes, isn't complaining awesome? Complain to any company about their product or their service in a very polite manner via website and they will bend over backwards to make it up to you. I got a free $800 pair of snow tires this way (because they were rude and didn't believe us about the model of our car). When in doubt: complain!

Kar said...

Never pass up an opportunity to make a complaint or suggestion. Nearly any business will send something your way. Only one that never did was a "famous" coffee chain.

My best deal was when I purchased 4 4.99(retail value $70 each)shredders from Office Depot. They ran out after they billed my credit card. Long story short, I complained and they returned my money AND sent me $280.00 worth of gift cards Can you say new digital camera?

Kar
http://flipsidesanity.blogspot.com
http://flipsideumami.blogspot.com

Jewels said...

I guess they are taking those commercials, complaints, and getting their shit together seriously. Seems like pretty shitty business though to give out $10 for a .50 cent mistake! Especially now that you advertised it and everyone will be doing it. haha.

Plixx said...

Behold, the power of the strongly worded letter.

$0.50 problem and a $10 solution? Good for you, not business smart for them. But then again, they retain you as a customer, and will probably get more than that $10 back from you.

Complaining = freebies. Use your power for good, young Jedi. Be wary of the dark side, you must.

Colin Biano said...
This comment has been removed by the author.
Dwija {House Unseen} said...

Wow, kudos to them! AND $10 to you. It's a win-win!

Shona said...

lol @Colin Biano,

I'm more of a pizza pizza gal.

W.C.Camp said...

Yeah but because of your experience and effort to report it, you helped build the brand and extend the empire to every corner of the land because I am NOW a believer ... of course your local Idaho Falls Dominoes franchise may still go broke - Yikes! Great post! W.C.C.

Leila said...

Sadly, not all Domino's branches are like that. I'm sure the one in my town gets complaints to the point that nobody keeps track anymore. That probably served as a precedent for what not to be in Idaho lol

Skankin_Pete said...

Thats some awesome customer service!

Speedy Ed said...

Now I want pizza.

BigMike said...

If you are ever out with friends for the next 2 - 5 YEARS and someone bitches about Dominoes pizza you are going to drop that story on them and everyone with in ear shot is going to get a higher opinion of the chain... Its the best marketing they could ever do.

Annah said...

What I am seriously enthralled by is the fact your pizza got there in under thirty minutes. That would NEVER happen here in Miami. Our pizza here always takes between 45 minutes to an hour. And don't you DARE complain! Or you'll get boogers in your pizza.

Lost.in.Idaho said...

@Annah: This is still my one biggest fear. Now that I've complained, they can mess with my food. When I call in, there's a note on my file with that $10 off thing. They're gonna know why... eeps...

@BigMike: You're right. And look, they've inspired a blog post, so more free marketing to them. Go Domino's.

@All the people looking to scam them or other businesses using this technique: Will it work? Maybe. But that's not why I did it.

Random Girl said...

Talk about above and beyond. I am glad you took the time to leave them feedback instead of jut complaining about the screw up but I am even more glad that they provided such excellent customer service, it's a rare thing to find anywhere anymore, let alone on a pizza order.
The threat in marketing is that every delighted customer might share their positive story with 1 or two people but every pissed off customer shares the bad experience with at least 10 people. Guess you just blew the curve on that one.

Alphabeta said...

I dunno man, garlic dipping sauce is serious business.
I was shocked that you'd only ordered the one.
It's actually the one thing I check upon delivery, and God help the guy that doesn't have my three ordered pots of sauce. God HELP him!

Renkano said...

Hahaha, that's pretty good customer service even if it is a little ridiculous. I guess the want to ensure every customer has the greatest chance of coming back, and now they have a guaranteed customer in you. They'll still make profit anyway, a pizza is a simple, overpriced fast food.

Kicking Rocks said...

lmao!!! all that for garlic sauce!!!

Sharyn said...

They might not have lost your business over one minor incident, but now they've practically guaranteed your business through one generous response. Their response is definitely not ridiculous.

L.S.B said...

This is absolutely incredible. And I kind of fancy a Dominos now :/ two for tuesday! :)

Jazz bazooka said...

thats awesome, pitty that they are not where i live

mmmpieohyeah said...

that's how customer service generally works. I once found a hair in a salad, then had it replaced and discounted.

LilPixi said...

Well, you were a lot nicer than I would have been missing my garlic dipping sauce. lol. But I'll remember to do the same next time if they forget anything. Love the Cleopatra. Lol

On My Soapbox said...

Competition/business is pretty tough these days, so great customer service is helpful (some businesses have not read that memo). I've gotta wonder, though: if Cleopatra works at Dominos, does Marc Antony work at Papa John's? And I think we all know where Julius Caesar works.... Oh, I should not drink wine and make comments at the same time.

Anonymous said...

Unfortunately, I left a complaint tonight and received that very same form letter in response. I found your blog by pasting the contents of the email from Dominos into Google. Not so personal, after all.

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