Domino's Pizza - Henley-on-Thames

We've been loyal customers to this branch for quite some time but this was our last order here. Long story short, a meaty pizza was sent to me who I am a vegetarian. We called up and spoke to a lady and instead of receiving a polite apology we had to squeeze it out of her. She was incredibly rude and disrespectful, constantly interrupting. She insulted us by wrongfully assuming we called just to get a freeby so she said she will fix the error on the condition we send the wrong pizza back (with an attitude). I've never been told that in the past anywhere else. We've spent hundreds of pounds there, if not more, most of the time generously tipping the drivers as well, come on... All we wanted was a reasonable compensation for the inconvenience and distress and a sincere apology. We got neither. She adamantly refused to provide us with the manager's name or her name. I mean wow... we were speechless... We've politely clarified that it's nothing personal, we just want the manager's name to file an official complaint but she was so desperate to end the conversation constantly repeating she's been on the phone to us for 10min (it was 2min at first), instead of resolving it because she had other more important customers and she was wasting her precious time with us, and in the end she put the phone down on us. :| Needless to say she ruined our evening and we will not spend another penny in Dominos ever again.

My first ever google review - so here goes! I have used this branch many times, usually a good service with speedy delivery times and good tasting food for what it is. However this recent incident means I will never use Dominos again. I have just been hung up on by a member of their staff - at no point was I rude nor did I raise my voice. Yes that's right they hung up on me! She just couldn't deal with me - refused to provide either her name or her managers name - which every company provides so there is a recourse of accountability. They have now ruined our evening meal and this would have been so easily avoided with a little courtesy and customer service - I received neither from Dominos. I wanted to make a complaint and she refused to note my concerns nor tell me how I could make a complaint. Both distressing and upsetting. Please Dominos, to avoid this in future take the time to train your staff on basic customer service, courtesy and how to deal with customers who have been treated badly. The staff member was clearly not qualified to answer calls and speak in an adult like manner to customers.

Great service from delivery guy Alexander - we were running late getting home and he waited by the front door to ensure our pizzas weren't stolen. Top bloke 👍🏻

Made a mistake with my online order that was quickly sorted by the person on the phone, delivery drivers are always polite and quick to deliver, very generous with toppings also

The customer service is very bad. First of all the lady on the phone took the order wrong. She acknowledged that she missed understood the order. She was very rude. No customer service shouts over the phone instead of apologizing tells us throw the pizza in the bin. Says she will give a refund and hangs up on us. Dominos should take strict action against this. Then we made a call again my husband spoke to her and she was rude again when asked for name she said she didn’t want to give her name as she only covering for someone’s shift and she don’t belong to this branch. When spoke about the refund she said it will take 2 weeks for the refund as everyone is on holidays.