Had an issue with Domino's Pizza? Get a real response.
How to submit a complaint with Domino's Pizza
To quickly resolve your complaint with Domino’s Australia, follow these easy methods:
- Contact the Store Directly:
Immediately contact the Domino’s store that fulfilled your order. Domino’s has a “100% Satisfaction Guarantee,” empowering store staff to promptly correct or refund orders on the spot. - Online Feedback Form:
Complete the Domino’s Feedback Form on their official website. Clearly describe the issue, select “Complaint/Feedback,” and expect a response within two business days. - Domino’s Customer Care Line:
Call Domino’s national customer care hotline at 131 888. Ideal for direct conversation with corporate support, especially if the store didn’t resolve your complaint initially. - Domino’s Mobile App or Chatbot (Dot):
Report order problems directly through the Domino’s app or use the website’s virtual assistant (“Dot”) for quick complaint escalation and follow-up. - Social Media:
Reach Domino’s via Facebook or Twitter (@Dominos_AU). The social media team typically responds promptly, guiding you towards a resolution. - In-Store Escalation (for serious issues):
For significant or sensitive complaints, ask directly to speak with the franchise owner or store manager to escalate quickly.
Domino’s actively encourages customers to speak up, assuring swift corrections or refunds under their Satisfaction Guarantee.
Domino’s employs a structured, customer-focused complaint resolution process:
- Store-Level Immediate Resolution:
Most issues, like incorrect orders, are quickly resolved at store level with immediate remakes or refunds to ensure customer satisfaction on the spot. - Corporate Customer Care Follow-Up:
Complaints lodged via online form, phone hotline, or app are escalated to Domino’s corporate Customer Care team, who typically respond within two business days, liaising with franchise owners if necessary. - Resolution Actions:
Typical resolutions include immediate remakes, refunds (returned to card or provided as vouchers), formal apologies, and often extra goodwill gestures (such as free sides or future discounts) to regain customer trust. - Closing the Loop:
Domino’s ensures you’re satisfied before marking a complaint as resolved. If unsatisfied with the initial resolution, you can easily reopen the case for further review.
Domino’s continually uses complaint feedback to drive operational improvements, ensuring similar issues are minimized in future interactions.
Common complaints against Domino's Pizza
Domino’s customers frequently encounter these common complaints:
- Incorrect or Missing Items:
Orders with incorrect toppings, missing items (especially sides like garlic bread), or incomplete deliveries. - Delayed Deliveries:
Late arrivals beyond promised times, delivery no-shows, or discrepancies with app delivery tracking. - Food Quality Issues:
Complaints include pizzas arriving cold, uneven topping distribution, undercooked dough, or products not matching advertised standards. - Customer Service & Staff Attitude:
Reports of rude, dismissive, or unhelpful store staff or delivery drivers, causing dissatisfaction and escalations. - Online Ordering & Payment Problems:
Technical glitches with online orders, double charges, coupon code issues, or failed orders still resulting in payment.
Domino’s acknowledges these issues and proactively addresses them through focused retraining and customer assurance campaigns, emphasising their commitment to rectifying customer concerns promptly.
Domino's Pizza complaints submitted through Ajust
I placed a pick-up order expecting it to be straightforward, but the staff were abrupt and unhelpful from the moment I arrived. After waiting far longer than expected, the pizza that finally came out was cold and the whole visit felt disrespectful. I’m asking for a refund because the poor service ruined what should have been a simple meal. - Hardeep
My order was marked delivered but nothing was outside my apartment door or at the main entrance. I contacted the store twice and only received generic apologies with no follow-up or refund. I paid for a meal I never received and just want my money back or a proper replacement. - Nathan
I ordered a vegetarian pizza and was shocked to find bacon on it — as a vegetarian this was unacceptable and meant I couldn’t eat the meal. The store didn’t answer when I tried to get help, and they also refused to deliver a chips credit I was promised. I want a refund and assurance this won’t happen again. - Kavan
I opened my pizzas to find them overcooked and burnt — the bases and edges were hard and inedible. I left feedback but nobody got back to me, and it felt like they didn’t care that I’d spent money on food I couldn’t eat. I’m seeking a refund for the poor quality. - Kathy
How other consumers Domino's Pizza complaints got resolved
“Pepperoni Pizza” Topping Shortfall
- Issue: Customer received a Pepperoni Deluxe pizza significantly short of the advertised 100 pieces of pepperoni.
- Resolution: Domino’s quickly issued a refund and provided an additional voucher for a free pizza. Public acknowledgment and proactive outreach were provided to affected customers.
Large Order Severely Delayed
- Issue: Pre-ordered 10-pizza delivery arrived over an hour late.
- Resolution: Domino’s provided the entire order for free plus a credit for another 10 pizzas as compensation.
Foreign Object Found in Pizza
- Issue: Customer discovered a hair baked into the pizza crust.
- Resolution: Domino’s immediately refunded the order, provided a voucher, and conducted store hygiene training to prevent recurrence.
If initial efforts to resolve your complaint fail, escalate your issue using these steps:
- Ask for Franchise Owner or Area Manager:
Escalate directly within the store by requesting the franchise owner’s involvement for serious or unresolved complaints. - Follow Up with Domino’s Corporate Customer Care:
Clearly request escalation to senior management if initial responses from corporate Customer Care are inadequate, citing Domino’s “100% Satisfaction Guarantee.” - Social Media or Public Review Channels:
Utilise Domino’s Facebook or Twitter channels or leave factual reviews on Trustpilot or ProductReview to expedite attention to unresolved issues. - Corporate/Consumer Affairs Contact:
For significant unresolved issues, formally contact Domino’s Australia’s head office or consumer affairs department for higher-level corporate intervention.
Keeping records of all communications and clearly citing Domino’s Satisfaction Guarantee will facilitate effective escalation and resolution.
For unresolved serious issues, consider external escalation:
- Australian Consumer Law (ACL):
Protects your right to acceptable quality goods/services. Issues like misleading advertisements or unsafe food can be escalated under ACL through the ACCC. - ACCC (Australian Competition & Consumer Commission):
Report broader or systemic complaints, like consistent misleading promotions, via the ACCC consumer complaint portal. - State Fair Trading Offices:
Contact your local state agency (e.g., NSW Fair Trading or VIC Consumer Affairs) for mediation if Domino’s has not resolved your individual complaint satisfactorily. - Food Safety Regulators:
Serious food hygiene or contamination issues should be reported to local councils or food authorities like NSW Food Authority for health inspections and enforcement. - Legal Action (Small Claims):
In rare and serious disputes involving injury or property damage, consider legal action via your local small claims tribunal if necessary, though this is typically unnecessary for common food complaints.
Use these external resources when Domino’s internal processes do not sufficiently resolve your complaint, ensuring you’re protected as a consumer.
- Domino’s Online Feedback Form: Primary channel for submitting complaints online.
- Domino’s Customer Care Hotline: Call 131 888 for immediate assistance and escalation.
- Domino’s Contact Us Page: Centralized corporate contacts and feedback submission links.
- Social Media: Facebook Domino’s Australia, Twitter @Dominos_AU: Effective for public escalation and fast responses.
- Regulatory Contacts:
- ACCC Consumer Complaint Portal
- NSW Fair Trading (for mediation and consumer rights issues)
- Food Standards Australia (for serious food safety concerns)
- ACCC Consumer Complaint Portal
Leverage these official resources to efficiently address your complaint with Domino’s and, if needed, escalate externally.
Domino's Pizza Complaints FAQs
How long does Domino’s take to resolve a customer complaint in Australia?
Domino’s usually responds to complaints within two business days and resolves most simple issues on the spot at store level. This fast turnaround is part of their 100% Satisfaction Guarantee, which encourages immediate fixes like remakes or refunds. If your complaint is lodged through the online form, Customer Care reviews it and liaises with the store before closing the case. Keep your order details handy to help speed things up.
What should I do if my Domino’s order is missing items or has the wrong toppings?
The quickest fix is to contact the Domino’s store that made your order, as they can remake or refund it immediately. Missing or incorrect items are among the most common Domino’s delivery issues, and store teams are trained to correct these under their Satisfaction Guarantee. If the store doesn’t resolve it, you can escalate through the Domino’s feedback form or Customer Care hotline for a formal review.
Can I escalate a Domino’s complaint if the store doesn’t take it seriously?
Yes, you can escalate by contacting Domino’s corporate Customer Care or asking for the franchise owner or area manager. Escalation is helpful when you’ve already tried speaking with the store but haven’t received a fair outcome. You can also use public channels like Facebook or Twitter to prompt faster attention. Keeping a clear record of your attempts helps ensure your escalation is reviewed properly.
When should I take a Domino’s complaint to Fair Trading or the ACCC?
You should consider external help only if a serious issue remains unresolved after going through Domino’s internal process. This includes cases involving unsafe food, misleading advertising, or repeated failure to provide acceptable quality under Australian Consumer Law. State Fair Trading agencies can mediate individual disputes, while the ACCC handles broader or systemic concerns. For food safety worries, your local council or food authority is the right point of contact.
You’ve done your part, now it’s time to hold Domino's Pizza accountable.
Take the final step and submit a complaint that gets seen and responded to.