Name of Complainant	Arunava Ray
Date of Complaint	October 31, 2021
Name(s) of companies complained against	Dominos pizzA
Category of complaint	Hotels & Restaurants
Permanent link of complaint	Right click to copy link
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Key Complaint Highlights
• Uninterested Service Rep. … Not at all interested to listen and provide any solution.
• Poor Product & Service. … NO Service was provided
• No Complaint Resolution. … Instead of Resolution it was argued upon
• Lack of Follow Up. …
• Misleading advertisement – said Dominos don’t serve in trains currently but it was delivered to me once but denied while coming back.

This is to inform u that last Friday, 15th of October 2021 I and my family were traveling in Amritsar Howrah mail, coming from Amritsar to Howrah.
On 15th Oct evening I had placed an order from Domino’s Pizza through IRCTC APP against my PNR Number and they were supposed to deliver me the food ordered on the very next day evening i.e. 16th of October at MugalSarai Junction by 4Pm as per the details received on the booking confirmation page.

Though our train was running 2 & half hours late but unfortunately when we reached on that particular station nobody was there from Dominos to deliver the food. When I called up ur Toll-free customer care number some lady received the call n started an argument with me stating that there was no order placed and if at all placed then I might have placed it to a Dominos store by calling them up. She was not at all ready to understand and provide any solution and kept arguing. I have shared the recorded call for reference.

The train was supposed to reach there by late afternoon so we had to skip our lunch as we were waiting for the food to be delivered there. We were hungry and tired and u know that nowadays most of trains have closed their pantry catering car services due to Covid pandemic and even in the stations the food is not upto the mark and stale. So to my surprise when the train finally reached MugalSarai and no one came to deliver the food I was astonished, eager as well as angry on the so casual approach of Dominos Pizza. On top of that the Lady from Central helpline frustrated me more by stating there was no order placed in October 2021. Finally the train reached Patna at 11:30 PM and we were able to manage some food for me and my family.

The experience was too bad and not expected too from such a reputed brand like Dominos Pizza. When we had started our journey from Kolkata to Amritsar, our experience was good because on 8th Oct 2021 our order for Pizza and other food from Dominos was delivered on time at the very same MugalSarai station. But while coming back the same was denied to us. (Even this fact was denied by the Dominos call center executives and also by the Assistant store manager, Mr Madhukar Tripathi that I am giving false statements and it was impossible to get Pizza delivered at station). When Asked about the complaint E-Mail ID Mr Madhukar said he cant provide me that as it was against their process. IS THIS CALLED CUSTOMER SERVICE ?? OR CUSTOMER DELIGHT ??

I had a 13 year old child and a Lady travelling with me (My Family), who had eaten at 11 am in the morning on 16th October 2021 and just because of your Organizations stupidest coordination and ownership issues they could eat again at 11.30 in the night. This is the worst mistake from your end. As I was travelling in the train so we were helpless as there was no way we could have managed food in the running train.

I have Attached copies of supporting documents and voice call recordings to prove my statement and complaint right. I wont write more on this.

I would Like to know and demand an explanation on How would you like to resolve the issue?

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