I'm torn on whether I should do one star instead of two. The manager, I believe his name is Jason, is a decent guy, and if he's there, he can usually iron out our issues, and hears us out. However, the fact that I can actually use the word "issues", and the fact that we've had to deal with Jason at all to iron out any issues (yup, that's plural) is unfortunate.
We order a copious amount of pizza in my house. We have two kids on the Autism spectrum, and between their picky palates, and sometimes being crunched for time or energy after a busy day with therapies, work, etc, pizza is the go to. And if it's delivered, even better. Being that we do have a bit of a budget to need to work with, Domino's is the obvious choice. Our last apartment in Hayden was in the Hess Street store area, and they were GREAT. Five stars. Then we moved into Post Falls.
Starting with the orders... Of the number of times that we've ordered in the six and a half months since we moved out this way, only a handful of orders that we placed actually came correctly. And the errors range from understandable to outrageous. Tonight, for example, we ordered a medium pizza with extra cheese, with ham and pineapple on one half. We received a pizza with a normal amount of cheese with extra olives and pineapple on one half. I've worked in a couple busy pizza chain restaurants, including a Domino's. There should be more care taken when checking the orders. And it took nearly an hour and a half to get here, and was cold upon arrival. I can understand being very busy - they nearly almost always are, from what I can tell - but an hour of that was just waiting for a driver and the delivery itself. My husband did call and they are sending out a replacement order. My kids are up past their bedtime just so that they can have the pizza that we ordered.
Their customer service - with the exception of manager Jason - is abysmal. We've had drivers at the "register" fling attitude toward my husband and myself when attempting to address an issue. We've watched as employees mess around and goof off instead of working, usually leaving one poor guy to stand there alone, trying to get out as many pizzas as he can, single-handedly. The phone is forever ringing, I'm not sure anybody ever really answers it. You can see them from the lobby. We had a driver ask my 8 year old for a tip that I had specifically asked to be charged to my card when I placed the order over the phone - we had pizza delivered to the kids on date night. When my husband called to complain, we were given a $10 credit. A week later when we tried to use it, we were told that there was no credit on our account. Upon going to the store to handle it, my husband was blown off and treated patronizingly by a "manager" there, who placed our order for us, but was only just barely friendly. (Apparently nobody really knows how to handle escalated customers? And they're management? I'm sorry, what?) That's when we met Jason, who was willing to come out, talk to us, hear us out - BECAUSE HONESTLY, THAT'S ALL WE REALLY WANTED, to be heard, and treated with dignity - and went out of his way to fix our problem.
Since then, we've had other issues with orders, here and there. After tonight's order snafu, I'm beyond frustrated, and putting it out there. Even with their attempts and efforts to make amends, there shouldn't be so many reasons to need to do so.
**UPDATE two years later, my review from 2 stars to 4: I only feel it's fair to update my review. There has been a MARKED improvement in this store. I don't know what they changed or are doing differently, but our orders are correct and timely, and it is appreciated! As I mentioned previously in my review, I have two Autistic kiddos, and pizza is a go to! With the coupons, it's often hard to argue against Domino's, and now I'm glad that I don't have to. Thank you for working on it and doing better!
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