Domino’s Pizza Singapore has issued an apology after experiencing significant delays in deliveries on National Day, August 9, which led to a wave of customer complaints on social media.
“We understand the frustration and inconvenience our valued customers faced with delayed orders or unsatisfactory service recently. We acknowledge that we can do better to ensure our customers are kept informed of their order status. This is certainly not the experience we strive to provide our customers at Domino’s Pizza Singapore,” the company stated in response to inquiries from MARKETING-INTERACTIVE.
The pizza chain admitted that despite the best efforts of its staff, the volume of orders on National Day far exceeded expectations. Domino’s assured customers that it would review its operations to better handle peak periods in the future, while continuing to prioritize the safety and well-being of its employees.
Domino’s has been actively reaching out to affected customers individually. The company promised to contact those who have not yet been reached within one to two days. “We kindly seek the patience and understanding of our customers as we continue to enhance our service and delivery experience while supporting our communities,” the statement added.
The delays occurred after Domino’s launched National Day promotions, offering discounts on party sets and items like its “crazy chicken crunchies.” However, many customers took to social media to report waiting four to five hours for their orders. Some also complained about being unable to reach the hotline, and others noted that their orders were marked as “delivered” even though they had not received their food.
According to comments on social media, some customers mentioned that this is not the first time Domino’s has struggled with delays during public holidays. One user remarked that they avoid ordering from the chain on such days due to persistent issues.
Domino’s was seen responding to customer complaints on social media, asking them to message their order numbers so the company could investigate the delays and apologizing for the inconvenience caused.