Domino's Pizza caught in Internet storm after apologizing for making good pizza
From Facebook
While local pizza powerhouse Domino’s has been making tech-focused pitches to both potential employees and customers at startup companies, the social media department experienced a rather public snafu. DigiDay reports that the company’s official Facebook page last week issued what appeared to be an apology to a perfectly satisfied customer.
According to the story, Jeaneth Manzantiita Tavares was so happy with her Domino’s pan pizza that she posted a picture to the company’s Facebook page captioned “Best Pizza Ever! ... Keep up the good work guys!” With what was apparently an automated response, Domino’s responded: “So sorry about that! Please share some additional information with us at bit.ly/dpz_care and please mention reference# 1409193 so we can have this addressed.”
Major corporations often use “bots” or automated responses to help control the large amounts of social media messages they receive and the scripted responses can sometimes misfire. What appeared to be a more “real” Domino’s user responded to the comment the next day, thanking Jeaneth for the compliment, but not before the mix-up garnered attention from a number of viral websites including Gawker.
Domino's spokesperson Chris Brandon said that the company does not use "autobots" or any other automated response mechanisms.
"One of our representatives saw the photo of the pizza and figured, quite honestly, that we could make one [a pizza] that looked even better than that," he said in an email. "She apologized to the customer based on the picture, and in responding to the photo, she mistakenly overlooked the accompanying comment that the customer was happy."
Ben Freed covers business for AnnArbor.com. You can sign up here to receive Business Review updates every week. Get in touch with Ben at 734-623-2528 or email him at benfreed@annarbor.com. Follow him on twitter @BFreedinA2
Comments
rsa221
Wed, Aug 14, 2013 : 1:16 a.m.
I think Buddy's Pizza is much better. :)
rsa221
Wed, Aug 14, 2013 : 1:17 a.m.
I also like that Buddy's offer daiya (gluten-free, vegan) cheese and g-f crust. And has good coupons for printing on its website.
Mike
Tue, Aug 13, 2013 : 2:58 p.m.
Ok, Domino's. I still like your pizzas. Yes, people are only human. I hope he/she is not reprimanded for the error made. Would like to see a domino's near me. We need a variety. 1 pizza place in town, and I don't like their pizza.
barefootdave
Tue, Aug 13, 2013 : 2:54 p.m.
This is news?
TinyArtist
Tue, Aug 13, 2013 : 1:13 p.m.
The real question here is why Jeaneth sent a picture of an ENTIRE pizza to Domino's. How did she know it was the "best pizza ever" until she ate at least some of it? And why would Missy post that the auto-responder-sounding reply was really made by a real live person? That makes it so much worse! Sorry, Ben, but this should be handled by an investigative reporter, not a business reporter.
Dave Bass
Tue, Aug 13, 2013 : 1:03 p.m.
What's the uproar?!
JRW
Tue, Aug 13, 2013 : 12:48 p.m.
Talked to someone who works at Domino's recently and they confirmed that only one type of pizza at Domino's is actually a "handmade" crust. The rest are all made with dough that pre made in bulk (cardboard texture). Oh well.
ManA2
Tue, Aug 13, 2013 : 2:36 p.m.
Wrong. Pan, Hand Tossed, Artisan, Brooklyn are all made from a fresh doughball.
missy
Tue, Aug 13, 2013 : 12:27 p.m.
"We are proud to have real human beings right here in our Ann Arbor headquarters reading and responding to posts," explained Domino's spokesperson Chris Brandon. "Real human beings make real human mistakes sometimes, and this was one of those times. It was an isolated situation in which one of our people simply goofed up. It happens. We were all, naturally, a little bit red-faced by this – but we've already moved on." Turns out it wasn't an auto responder. Regardless, humans make mistakes, auto responders are far from perfect. I love Domino's pizza!
WalkingJoe
Tue, Aug 13, 2013 : 12:24 p.m.
I love it when comments on annarbor.com get into a big debate on a non issue like the quality of pizza.
Fordie
Tue, Aug 13, 2013 : 12:57 p.m.
Pretty sure very few of our ridiculous debates on here matter, regardless of the importance of the topic. You all provide my morning entertainment though.
Hmm
Tue, Aug 13, 2013 : 12:17 p.m.
Jeaneth must not eat a lot of pizza. Just sayin!
RunsWithScissors
Tue, Aug 13, 2013 : 12:06 p.m.
It's a set up! - Natural Born Skeptic
Mike
Tue, Aug 13, 2013 : 5 a.m.
Dominos must be good, they are everywhere, almost. I can remember loaning them the flower to make their dough in the 60's, as well as pizza sauce, peperoni, mushrooms. Their pizzas were nothing compared to the Brown Jug's back then. But, it is bad when you apologize for a good pizza. Maybe they just aren't used to getting compliments.
Tano
Tue, Aug 13, 2013 : 4:06 p.m.
Ah, the 60s. When we put flowers in our pizza....
Julius
Tue, Aug 13, 2013 : 4:27 a.m.
It's been so long since I've had some Mr Pizza.......... Yeah, this is a non-issue for me. I'm certainly not a perfect typer.
Eduard Copely
Mon, Aug 12, 2013 : 11:40 p.m.
Don't stop believing.
Candy
Mon, Aug 12, 2013 : 9:45 p.m.
I don't understand why people love their pizza so much. Mr. Pizza in Ypsi is so much better.
Tano
Tue, Aug 13, 2013 : 4:18 a.m.
All you people speaking about "good" pizza, "better" pizza, or "the best" pizza - as if there were some objective standard of pizza quality - or if there were, that you would be a qualified arbiter of it. Why do so many people do this? Why can't you say "I love this pizza", or "I don't like this pizza" Its all a question of your own personal taste. Brian - anyone who eats a pizza has a clue about pizza. They know if they like it or they don't. Thats all there so to say about it...
notnecessary
Tue, Aug 13, 2013 : 2:39 a.m.
@thedime ... Perhaps your insight proves Brian's point
thedime
Tue, Aug 13, 2013 : 2:30 a.m.
@brian, Really? Hmm, Ypsilanti is THE birthplace of Domino's. Doh!
brian
Tue, Aug 13, 2013 : 1:20 a.m.
for those of u who voted me down, where in ypsi is a good pizza made. You have no clue about pizza.
brian
Mon, Aug 12, 2013 : 11:42 p.m.
Nobody in ypsi makes a great pizza.
LaMusica
Mon, Aug 12, 2013 : 9:27 p.m.
I don't understand why people made a big deal out of this...
An Arborigine
Mon, Aug 12, 2013 : 9:24 p.m.
The only bad press is no press.