Domino’s Delivered Cold Inedible Pizza and Failed to Replace Order

On April 30, 2026, at around 9:46 PM, I placed an order from the Domino’s Pizza Kutlu branch in Mamak, Ankara for two medium-sized “Sucuk Lover” pizzas with garlic sauce. When my order was delivered, while some parts of the pizzas were acceptable, one of them was extremely dry, uncut, cold, and completely inedible. It seemed like a pizza that had been left sitting for a long time and then sent out again.

I immediately contacted customer service. The representative spoke with the branch and informed me that my request for a replacement had been approved. A courier was supposed to bring a new pizza while I returned the defective one. However, for about 1 hour and 20 minutes, we were unable to reach the branch again. No one called, and no delivery was made. Customer service only attempted to call the branch, and eventually, the branch closed at midnight.

Around 12:20 AM, since I live within walking distance, I went to the branch myself and found it closed. I had no choice but to leave the pizza in front of the store. I paid $17 online by card, yet I neither received a proper product nor the promised replacement.

I am extremely dissatisfied with this entire experience. I request a full refund of the amount charged to my card and a proper investigation into this issue. I also expect a response explaining why I was left without a resolution after waiting late into the night without any support.