What should you do if your delivery order never shows up?
Mistakes happen. Given just how many orders the average driver delivers in a single night, it’s understandable that there could be a mixup or that your food might accidentally end up at someone else’s apartment.
From there, one would hope that they could get a replacement item or a refund. However, a Domino’s customer says that her recent attempt to do that led her down a strange rabbit hole of confusing statements and outright lies.
What Happened To This Woman’s Domino’s Order?
In her video, TikTok user Taquira (@taquira.shakira) explains that, on Jan. 5, she placed an order from Domino’s. The order never arrived, setting off a bizarre and confusing chain of events.
“I called Domino’s. I’m like, ‘Hey, we did not receive our order. What can we do?’ And he’s like, ‘Okay, let me give you guys the driver’s number,’” she starts. “We’re on the phone with the driver. He goes, ‘No, I delivered it to you guys. It’s the apartment on the left.’”
“And I was like, ‘No, we’re actually on the right,’” Taquira continues. “He goes, ‘Yeah, yeah, yeah, I said right.’”
Suspicious, Taquira clarifies which apartment number and asks him to describe her doormat. He gets the general description of the doormat but misses some key details. Apparently unconcerned, the driver simply told her to call back in five minutes if she finds her food.
Fifteen minutes later, and her food still missing, Taquira calls again. The driver says that he’ll come back to the apartment. Hoping for an explanation, Taquira’s husband stood outside waiting for the driver—only to have the driver go right past him.
A Difficult Refund
Sensing she won’t get a resolution from this driver, Taquira calls the location and explains her issue, asking for a full refund. The person on the phone tells her to call back the following day to speak with a manager. When she does, she’s told that her refund will be processed in 3 to 7 days.
Ten days later, she still had not received anything.
Frustrated, she called again, only to be told that a manager would call her back as soon as he returned. Several hours later, she had still not received a phone call.
“I go to Domino’s in person with my husband,” she says. “I told him my situation, and he’s tapping on the screen. He’s like, ‘Yeah, yeah, I see, I see. Right, right, right. So, it’s gonna be another 3 to 10 days.”
“At this point, I’m like, actually annoyed. I’m so annoyed,” Taquira states.
After several more days and the online discovery that refunds are usually only supposed to take a maximum of 7 days, Taquira calls again.
“They go, ‘Yeah, um, so we tried, but there’s something wrong with your bank.’ So, I was like, ‘OK, I’ll just go to my bank,’” Taquira starts. “And they go, ‘Um, actually, we don’t give refunds. We only give store credit.’”
“This entire time when you guys were telling me you’re giving me a refund, you weren’t,” she summarizes. “So, what were you doing? What were you doing? Why lie? Why lie to me?”
Things Get Weirder
In a follow-up video, Taquira says that she was told that, if she wanted her store credit, she could come in and get it.
When she arrived at Domino’s, she was met with a surprise.
“We go to Domino’s. [The manager] gives me my money,” she says. “The manager is also the delivery driver.”
This means that, throughout this entire process, the manager she had been dealing with was the same person who allegedly failed to deliver her order.
“He was the one who told me to call back the next day, talk to a manager, when he was the manager,” she explains.
What Should Someone Do In This Situation?
There are a few steps that someone in Taquira’s situation can take.
First, she can escalate the situation with Domino’s corporate. This can involve reaching out to them directly, either via phone or email, with a detailed record of everything that happened. It’s best to get written confirmation of this communication.
From there, corporate will be able to apply pressure to the franchise to resolve the issue or can work with you directly in order to get the situation fixed.
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If this fails, one can move to the second option: disputing the transaction with your credit card.
As Taquira never received her order, and she has substantial evidence that she tried to rectify the situation with the store, it’s possible that disputing the transaction with her card issuer will be a more certain path to her getting her cash back.
Finally, if Taquira believes that this practice was intentionally deceptive, she can report the business to groups like the Better Business Bureau or even to her state’s attorney general. This can not only be effective in securing a refund but can help prevent others from falling victim to this same issue.
For her part, Taquira states that she was able to eventually get her refund, though she does not clarify whether it was in cash or store credit.
BroBible reached out to Domino’s and Taquira via email.