Imagine this: It’s 6 p.m., and you’re eagerly anticipating the arrival of your Domino’s pizza. Time passes, and by 7 p.m., you’re still waiting. At 8 p.m., you begin to grow frustrated. Finally, it’s almost 9 p.m., you’re hungry, and yet there’s no sign of your pizza, nor does anyone at the store answer your calls. Then, an unexpected phone call from a stranger informs you that your pizza was left abandoned at the void deck. What’s going on?
This was the experience Kaitlyn Lin had on April 7, 2025. In a video shared with the Facebook group Complaint Singapore, Kaitlyn shared her disappointing story with Domino’s Pizza. She explained that she had been a loyal customer for years, but this experience left her questioning the brand’s service.
“We waited 3 hours for our pizza to arrive (from 6+ to 9+). In between, we made calls to the Upper Jurong branch (where we ordered from) but to no avail,” she wrote. “In total, we made more than 10 calls. Not a single staff member picked up.”
After waiting for hours without any communication from the store, Kaitlyn ended up ordering food from another place for her family. But her ordeal didn’t end there. After 9 p.m., she received a call from a stranger who claimed to have found her pizza—left abandoned on top of a letterbox at her building’s void deck. According to the stranger, they had obtained her phone number from the receipt stapled to the pizza boxes.
Kaitlyn was outraged. “It was outright ridiculous. Who in their right mind would think that the pizzas had been delivered, just because they were placed on a letterbox without informing the customer?” she wrote. By the time she found out, the pizzas had already gone soggy and were unfit to eat.
Despite her frustration, Kaitlyn stated that Domino’s had ignored her feedback, and she threatened to confront the branch manager if there was no response. In her post, she also revealed that she had once been an influencer for Domino’s, but given her current experience, she vowed never to work with the brand again if this was the standard of customer service.
Commenters in the group began to offer explanations, some suggesting that the mix-up occurred because Kaitlyn had failed to provide a full address. However, she rebutted this, explaining that the Domino’s app had a glitch that prevented her address from being recorded in full. Other users chimed in, sharing similar experiences, with some claiming that their orders had also been delivered incorrectly due to technical issues with the app.
Hours after her Facebook post went live, Domino’s Pizza finally responded, apologizing for the mistake and offering Kaitlyn a refund for her order. While this acknowledgment was a step in the right direction, it did little to ease the frustration of customers who had been left without answers for so long.
Unfortunately, Kaitlyn’s experience isn’t an isolated incident. Domino’s has faced criticism for poor service before. During National Day in 2024, many customers reported late deliveries, and even those orders that did arrive were described as “depressing.” Other customers shared stories of orders being rejected, or pizzas arriving with barely any toppings.
As someone who has also experienced Domino’s delivery issues firsthand, I can relate to Kaitlyn’s frustration. On one occasion, my pizza arrived so late that it was burnt on the edges and undercooked in the middle. Clearly, something needs to change at Domino’s to restore customer confidence in their service.
This latest incident underscores the need for better communication, more reliable delivery practices, and enhanced quality control. Until these issues are addressed, customers like Kaitlyn and many others will continue to be disappointed by a brand that once prided itself on fast, reliable pizza delivery.
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