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Domino’s Pizza MY apologises after wrongly calling the police on customer

Domino’s Pizza Malaysia has apologised publicly on Facebook for wrongly accusing a customer for hacking into its system to use unauthorised vouchers, and calling police over the incident. This comes after many customers took to social media to voice their displeasure over the company’s treatment of customers.

The customer’s account of the incident online went viral and was shared over 2,000 times, according to multiple media outlets such as The Star and Malay Mail. The post appears to have been taken down. The matter was settled at a Domino’s Pizza outlet, after finding out that customer had in fact, used legitimate vouchers purchased from an eCommerce platform, said the news reports.

In the Facebook post, a Domino’s Pizza spokesperson said: “This matter is of great urgency and those at the headquarters have already met with the customer to explain the situation. We truly appreciate the time and feedback our customers have given us. It has helped us find the best win-win solution.”

The company also added that it did not intend to hurt anyone and will continue to work hard to improve on its weaknesses.

Hi everyone, dengan apa yg telah terjadi, kami ingin menyusun sepuluh jari meminta maaf for what had happened. Perkara…

Posted by Domino's Pizza Malaysia on Thursday, 26 September 2019

The post has garnered 2,800 reactions and 4,900 comments within four days. In the comments, fans questioned Domino’s Pizza’s “unprofessional” apology and decision to call the police on customers without proper investigation. Many of them also said that they had expected more from the international brand, and will now be boycotting it. A+M has reached out to Domino’s Pizza for a statement.

Some netizens have gone a step further in their protest against the brand, posting police memes and pictures of physical vouchers as proof that they are legitimate.

Posted by Fahanis Ibrahim on Thursday, 26 September 2019

Additionally, Domino’s Pizza has taken down a Facebook post last week stating that it had detected selling of unauthorised vouchers and “irregularities” in the value of orders it received. The voucher codes, according to the company, entitle users to free pizzas. The post said the company was on “high alert for unusual pattern of purchases detected from large orders and low sales transaction involving such vouchers”. Investigations were also carried out to determine the source of the illegal operation.

[A+M’s PR Asia will come to Malaysia this November, gathering together some of the finest minds in industry to explore the exciting and developing world of digital PR. Join us for a series of exclusive case studies, interactive and thought-provoking discussions at PR Asia on 20 November in Kuala Lumpur, Malaysia. Register now.]

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