Domino Pizzas Customer Relations!

zodiac

mallory_knox wrote:

Thats great - I wish I had the gall. Trouble is, where I live (Essex is such a LOVELY place) even the toddlers carry knives, and you definately dont start answering the chavs back in the street if you value the paintwork on your car.

Know it well, know it all too well. Your local isn't Woodford by some chance?
I would say write back to Domenos saying excalley what you think of their reply and ask what are they going to do about it telling them, they have a week before you go to 'The Sun' (they love dirt on anyone).

Let us know how you get on

Swattie

Write back and tell them there is nothing wrong with your hearing and in no way can 'fat' be heard as 'nice'.

Their remarks were discriminatory and insulting.

I would also write to the Head Office as the store manager is so obviously unwilling to believe you.

Turning_into_scrooge

mallory_knox wrote:

Letter from franchisee arrived this morning - here are the salient points :

"Paul Wheeler, who you allege to have made the remark, is one of my most valued, highly respected and longest serving employees, with an unblemished record of customer service. He has recently been promoted to Assistant Manager of the Grays branch. I am absolutely shocked and appalled that he could have behaved in such a way. When he returned to the store last Friday he was very upset about what he believes was a misunderstanding.

I have spoken at great length with Paul and Martin about the incident. They both fully understand the need to be polite to members of the public. Paul insists that the actual remark he made was that he thought it nice when people actually say "no thank you" when offered a menu, rather than ignoring them.
Mallory

What aload of crap, that has obviously been a well thought out manufactured reply. If they have done it to one and got away with it they will sure as hell do it to another, amybe next time they wont get away with it

mallory_knox

Trouble is that this was from the franchisee - they are all franchises, and I get the impression thats as high as I can go.

Looks like a bloody reference for the little toad, doesnt it?!!

Mind you, you are all right, I am NOT deaf, and I KNOW what I heard! I will write to them again (sigh)!

What can I tell them I actually WANT tho???

scroogey

Ah but, would Dominoes actually want a Franchisee bringing such bad publicity to their chain? Surely there would be a clause in their contract somewhere allowing Dominoes to withdraw the Franchise from the Franchisee more so at the thought of the NATIONAL press being involved! (ie the SUN)
Agree with you about Papa Johns!

bylromarha

OP- it seems from your original post you rang the manager when you got home after the incident occurred. It seems he'd already made up his mind if he didn't believe you then. He just seems to have confirmed this in his letter, a fair and unbiased decision on the matter if you ask me.

What to do to rectify the situation? Unfortunately, it is your word against his. But, as this is the case, there is nothing to stop you ringing Dominos every night, twice nightly, to order pizza to be delivered to your friends and family...

What a waste...they may just have to all be eaten by the spotty assistant who will get fat, then a year later you can go back and call him names.

Or you could tell the manager that you appreciate his full investigation of the matter and as he's so confident in his decision that you're sure he wouldn't mind if the local paper also investigated the matter too. However, if he lacks this assurity, then to deliver you a stack of 20 pizzas and you need to invite all your friends round to eat it with you and put this spotty nerk behind you.

Let us know how you get on.

digp

write to the MD at HQ and contact the metro newspaper!

mallory_knox

Ive written to the main man at their head office, using many of the sarky comments found here- thanks for the inspiration!
I will let you know how it goes, and thanks for the support - I just needed to know that I was right to feel aggrieved!

Mallory

louise1234_2

Well done for standing up for yourself - I can see the headline

FAST FOOD CHAIN MANAGER INSULTS FAT PEOPLE

mallory_knox

OH my GOOOODDDDDDD !!!!

You will just NOT beleive what has become of this!
I wrote to the head office, and got a very nice letter back saying that they were very concerned by the manner in which my complaint had been dealt with, that the franchisee was very much out of line, and that they would be taking it up with him (or words to that effect). Also a voucher for any size pizza.
Used voucher, ate pizza, felt better. As far as i was concerned thought the matter closed as I got the proper apology I was looking for.

On Sunday evening the phone rang. It was the franchisee from Dominos. Very agressive and rude - wanting to know why I had a voucher, and whether I was just looking for free food!!!

Heres the letter I have just fired off to Dominos which will give you the full picture :

Dear Ms Wilson

Many thanks for your letter of the 10th August regarding the complaint I made with reference to your store in Grays. I appreciated the gift token and your apology and assurance that you would be dealing with the franchisee.

We used the voucher, enjoyed the pizza, and therefore considered the matter closed.

However, this Sunday evening, I received a rather worrying telephone call at home from Mr. Ashurst, the franchisee from the Grays store. Mr Ashurst was rather confrontational in his manner, wanting to know where I had got the voucher from, and asking if all I wanted was “free food”.

As I found his manner rather terse, I passed him onto my husband, who asked what the reason for his call was, to be told that Mr Ashurst thought that the complaint we had lay with the store, not with head office, and that the complaint had been dealt with by himself, and whether the only reason we complained further was to get free food.

My husband explained that the voucher was goodwill from head office, along with your letter of the 10th explaining that this matter would be dealt with.

As Mr Ashurst denied any contact from yourselves regarding your concern over his handling of my complaint, I then called him back and read him your letter of the 10th , and to ask him to clarify the reason for his call, which he did not. I asked repeatedly that he should not contact my house in any way in the future, but he did not at any point answer this request in the affirmative. I considered his behaviour to be unprofessional and rather disturbing, and I made this clear.

Mr Ashurst became abusive during our conversation, accusing me of starting “yet another drama”, and banning me from any of his four stores in the future, using the terms “don’t you dare come into any of my four stores.”, and “don’t you dare try to use and voucher in my store in the future” which I perceived as threatening.

He was extremely rude, and clearly implying that the only reason for my complaint in the first place was to get “free food”.

My husband and I are both professional upper income people, and I can assure you have no need to attempt to “scam” free food from the local pizza parlour. Clearly £10 means much more to Mr Ashurst than it does to us, but has now lost him considerably more in the form of my business account which I shall be cancelling tomorrow morning.

I would request your firm written confirmation that neither Mr Ashurst, nor any of his staff make any contact with me in any manner in the future, and that my details are removed immediately from your company database.

Should I receive any further calls or contact from Mr Ashurst, or the staff at Dominos branch, I shall be referring this matter to the local police station, as I will have no alternative but to view it as harassment.

This is a great shame, because as far as we were concerned, the matter was closed, but I do not intend to permit it to escalate in the manner Mr Ashurst seems to desire.

Please do not send us any further vouchers, as we have no intention of using your company again, we are not complaining to obtain free food, and we have been banned from your stores by Mr Ashurst anyway!

Please contact me by return.


Sincerely,

I called Dominos head office as well and the Customer Service Manager was appalled at what had happened - said he was going to get in touch with the franchisee immediately, and also would make sure that my details were removed immediately from their database.

Can you believe that I am now being harassed in my home by the local pizza joint???!!!

Makes you wonder whether its actually worth complaining sometimes!

If there are any more salvos, I will, of course, let you all know!

Mallory