Voice of Customer: Domino's Responds To Kapil Kumar

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On 15th November, we published a ‘Voice of Customer’ story. We highlighted the issue with the copy of a bill requesting an explanation from Domino’s India. The article was widely shared by our community members creating awareness. We thank and appreciate Domino’s India for quickly taking the matter into consideration.

While speaking to The Logical Indian, a company spokes person said:

“We, at Domino’s Pizza, would like to reiterate that each employee at Domino’s Pizza is bound to deliver the highest quality of guest service, and as an organization we are governed by, and adhere to, all prevailing taxation laws and regulations.

It was brought to our notice that one of our delivery guests, at the HSR Layout restaurant in Bangalore was charged Service Tax and VAT twice while placing an order on November 15, 2015. Since this error was brought to the notice of the restaurant staff by the guest, the staff immediately apologized and offered the guest full refund of the bill amount as a goodwill gesture for the inconvenience caused. We took instant action and on investigating the cause of the dual Service Tax and VAT, we learnt that this was a technical error that occurred while our billing systems were being migrated/ updated to be compliant as per notification bearing no. 22/2015 – Service Tax/ VAT issued by the Government of India.

Realizing the possibility of the machine error affecting other guests as well, we ran random checks on the bills generated pan-India on that date to check if any other guests were overcharged. Our nationwide checks to the best of our knowledge have revealed that no other guests were overcharged. However, since we couldn’t manually check all the bills generated on that day, we urge our guests who have made purchases on November 15, to bring to our notice any billing discrepancies related to Service Tax and VAT that may have occurred due to the technical error, so that we may address the specific cases as appropriate.”

We thank the vigilant customer Kapil Kumar who brought this into our notice and to Domino’s for responding promptly and fixing the issue. Only by the participation of the consumers services can be made better. So keep your eyes open and help everyone get better services!

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