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Imagine this – you’re craving pizza, and you plan for it to arrive around 6pm. The time comes and goes, it is then 7pm, and 8pm… and finally, it’s almost 9pm. You’re hungry, there’s no sign of your order, and worse yet, the pizza place isn’t picking up any of your calls. Eventually, you receive a phone call from a stranger, saying they saw your pizza abandoned at the void deck. Whaaaaat?
Such was the situation Kaitlyn Lin found herself in on 7 Apr 2025. In a video posted to the Facebook group Complaint Singapore, Kaitlyn recounted the story of her order from Domino’s Pizza. She said that she’d always loved the food from Domino’s, but that their service was going downhill.
“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.”
She ended up ordering something else for her family’s dinner, and received a phone call from a stranger after 9pm. The stranger said they had gotten Kaitlyn’s number from a receipt that was stapled to boxes of pizza left downstairs on top of the letterbox.
She wrote, “It was outright ridiculous. Who in the right mind will know that the pizzas reached by placing them on the letterbox without informing?” The food was discarded in the end as the contents were already soggy and had been left out too long.
She also said that Domino’s had ignored her feedback, and said she planned to confront the branch manager in person if they failed to respond. She ended her post by sharing that she was once an influencer for Domino’s, but if this is how customers are treated, she wouldn’t work with them again.
Commenters chimed in to say that the reason her order was left on the letterbox was that she didn’t provide her full address. Kaitlyn replied saying that the Domino’s app was glitchy, and didn’t record addresses in full. Other netizens also agreed with her, saying that the same thing had happened to them.
Eventually, several hours after she’d made the Facebook post, Kaitlyn received a response from Domino’s Pizza, who formally apologised for the mistake, and refunded her the cost of her order.
This is not the first instance of Domino’s Pizza’s shoddy service. During National Day in 2024, Domino’s failed to deliver many orders on time, and even those that were delivered were described as “depressing”. Other netizens have reported instances of the orders not going through or being rejected, along with the pizzas themselves having barely any toppings.
I have been on the receiving end of Domino’s Pizza’s shenanigans – my orders have also arrived incredibly late. On one occasion, a pizza was burnt on the edges and somehow undercooked in the middle. Clearly, something at Domino’s Pizza needs to change.
