Domino's Singapore apologises after National Day delivery blunder

Domino's Pizza Singapore has apologised after National Day orders were significantly delayed on August 9 causing an influx of unhappy customers to flood its social media channels. 

"We understand the frustration and inconvenience our valued customers faced with delayed orders or unsatisfactory service recently. We do 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," said the pizza chain when MARKETING-INTERACTIVE reached out. 

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It added that it strives to ensure delivery order updates are shared with our customers in a timely and accurate manner. It added:

Unfortunately, on this day, the volume of orders far exceeded our expectations, despite the best efforts of our committed team members at our stores.

Domino's said that it will be reviewing its operations to do better during anticipated peak periods to uphold its delivery standards and customer expectations while continuing to prioritise the well-being and safety of its staff.

It explained that it has been actively reaching out to affected customers individually. "If they have not been contacted, we will be in touch 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," it said. 

This comes after Domino's Pizza released national day deals with discounts on party sets and some of its food items such as its 'crazy chicken crunchies'. 

Unfortunately, many netizens took to social media to say that their food was significantly delayed with some reporting waits or four to five hours when they ordered.

Netizens then reported trying to call the pizza chain's hotline only to find that it was engaged. Many also reported that they were not getting timely updates on their orders. 

According to comments seen by MARKETING-INTERACTIVE, consumers said that many orders were being marked 'delivered' but that they had not received their meals. Some were asking on Facebook how they could cancel their orders and get refund.

Some netizens also shared that this is not the first time that Domino's has been overwhelmed during public holidays. One netizen said that they avoid ordering from the brand on public holidays due to the persistent delays. 

MARKETING-INTERACTIVE also saw some commenters asking why no official statement was issued promptly.

Domino's was also seen responding to commenters asking them to message them their order numbers, promising to look into delays and apologising for the inconvenience.

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