Kousalya S
New member
- Company Name
- Domino's pizza and Zomato
- Product Name
- Pizza
- Loss Amount
- 498
- Ratings
Dear Sir/Madam,
I am writing to file a formal complaint regarding non-delivery of an order and unfair service practices by Domino’s Pizza (Old Madras Road branch, Bangalore) through the Zomato app.
I placed an order for pizza through the Zomato app from Domino’s Pizza (current Order ID: 7730095875). Previously, I had ordered from the same branch to the same delivery location (Kannurahalli), and the order was delivered successfully (previous Order ID: 7516003399). However, this time, despite accepting my order, the restaurant failed to deliver it.
After placing the order, I waited for nearly one hour. Later, I received a call from the Domino’s outlet stating that they could not deliver to Kannurahalli and asked me to collect the order near Gokul Apartment, which is approximately 800 meters to 1 km away. I informed them that I was unable to travel to another location to collect the order and reminded them that they had delivered to the same address earlier.
My concern is that if the outlet cannot deliver to my location, they should not accept the order in the first place. Additionally, there is no clear information or delivery radius mentioned on the Zomato app. If delivery is not possible to Kannurahalli, the outlet should not be shown as available for that location on the app.
This is not an isolated incident. Previously as well, we faced a similar issue with the same outlet, where we were asked either to cancel the order, collect it from another location, or pay extra money directly to the delivery person to get the order delivered to our house.
The behavior of the staff was also extremely rude and unprofessional. A female staff member who identified herself as “Monica” spoke rudely during the calls. When I asked to speak to the manager, the call was handed over to a person named “Santhosh,” who initially spoke but later stated that he was not the manager and was only a delivery boy. The phone was repeatedly passed between Monica and others, and I was told that the managers were “Monica” and “Abhi,” but no proper resolution was provided.
By 8:51 PM—almost hours after placing the order—the food was neither delivered nor officially cancelled, even though they stated they would cancel it. Later, when I contacted Zomato customer support via chat and call, the Zomato agent (Yusra) informed me that Domino’s had stated the item was out of stock. However, this information was never communicated to me earlier by the restaurant. Whe they item is out of stock how can they accept the order?
To make matters worse, by 9:10 PM, the order status was marked as “delivered” on the app, even though the order was never delivered to me.
I am attaching screenshots of the order for your reference, which clearly show the order placed time, screenshots time, and the incorrect delivery status.
I request your intervention in this matter, as the store has been highly irresponsible in handling deliveries and has caused significant inconvenience and mental stress. If Domino’s cannot deliver to certain locations, they should not be displayed as available on the Zomato app for those areas. Since the order was placed through Zomato, the responsibility of proper delivery and coordination should not be unfairly shifted to the customer.
I kindly request appropriate action against the concerned parties and guidance on resolving this ongoing issue to prevent similar incidents for other consumers.
Thank you for your attention.
Yours sincerely,
Kousalya S.
I am writing to file a formal complaint regarding non-delivery of an order and unfair service practices by Domino’s Pizza (Old Madras Road branch, Bangalore) through the Zomato app.
I placed an order for pizza through the Zomato app from Domino’s Pizza (current Order ID: 7730095875). Previously, I had ordered from the same branch to the same delivery location (Kannurahalli), and the order was delivered successfully (previous Order ID: 7516003399). However, this time, despite accepting my order, the restaurant failed to deliver it.
After placing the order, I waited for nearly one hour. Later, I received a call from the Domino’s outlet stating that they could not deliver to Kannurahalli and asked me to collect the order near Gokul Apartment, which is approximately 800 meters to 1 km away. I informed them that I was unable to travel to another location to collect the order and reminded them that they had delivered to the same address earlier.
My concern is that if the outlet cannot deliver to my location, they should not accept the order in the first place. Additionally, there is no clear information or delivery radius mentioned on the Zomato app. If delivery is not possible to Kannurahalli, the outlet should not be shown as available for that location on the app.
This is not an isolated incident. Previously as well, we faced a similar issue with the same outlet, where we were asked either to cancel the order, collect it from another location, or pay extra money directly to the delivery person to get the order delivered to our house.
The behavior of the staff was also extremely rude and unprofessional. A female staff member who identified herself as “Monica” spoke rudely during the calls. When I asked to speak to the manager, the call was handed over to a person named “Santhosh,” who initially spoke but later stated that he was not the manager and was only a delivery boy. The phone was repeatedly passed between Monica and others, and I was told that the managers were “Monica” and “Abhi,” but no proper resolution was provided.
By 8:51 PM—almost hours after placing the order—the food was neither delivered nor officially cancelled, even though they stated they would cancel it. Later, when I contacted Zomato customer support via chat and call, the Zomato agent (Yusra) informed me that Domino’s had stated the item was out of stock. However, this information was never communicated to me earlier by the restaurant. Whe they item is out of stock how can they accept the order?
To make matters worse, by 9:10 PM, the order status was marked as “delivered” on the app, even though the order was never delivered to me.
I am attaching screenshots of the order for your reference, which clearly show the order placed time, screenshots time, and the incorrect delivery status.
I request your intervention in this matter, as the store has been highly irresponsible in handling deliveries and has caused significant inconvenience and mental stress. If Domino’s cannot deliver to certain locations, they should not be displayed as available on the Zomato app for those areas. Since the order was placed through Zomato, the responsibility of proper delivery and coordination should not be unfairly shifted to the customer.
I kindly request appropriate action against the concerned parties and guidance on resolving this ongoing issue to prevent similar incidents for other consumers.
Thank you for your attention.
Yours sincerely,
Kousalya S.
