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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...)
7:06 - 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.
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,
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Cleopatra
Domino's Pizza Customer Care
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:
- He can tell them to remake the order, and I'll get one more pizza, more breadsticks, and a crapton of dipping sauces, or
- 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.
