I am writing to file a formal complaint regarding my experience at your Domino's location at 1224 W. Ogden Ave Unit K, Naperville, IL 60563.
On July 8th at 10:30 PM, I visited the store as a paying customer to pick up my order. While I was there, my 4-year-old child urgently needed to use the restroom. I asked your staff if my child could use the restroom, but they refused.
As a parent, I found this decision deeply disappointing. While I understand that businesses may have restroom policies, I believe there should be reasonable discretion and compassion when a young child is involved, especially when the family is already a paying customer. Refusing restroom access to a 4-year-old in an urgent situation reflects poorly on the level of customer care your business provides. I ended up cancelling my order and went right next door to Papa John’s where they had no problem with my 4 years old to use their restrooms.
This experience left my family embarrassed and distressed, and it has significantly affected my opinion of this location.
I respectfully request that the franchise owner personally review this incident and provide a written response addressing the following:
Whether the employees acted in accordance with your official restroom policy.
Whether your policy allows any discretion for emergencies involving young children.
What steps, if any, will be taken to ensure similar situations are handled with greater compassion in the future.
I would appreciate a response within 10 business days. My goal is not simply to complain, but to understand your policy and to ensure that other families are not placed in the same situation.
Thank you for your time and attention. I look forward to your response.
Sincerely,
Gavin Severance
-
August 27, 2026
I walked in the door and 4 people made eye contact with me but no one helped me. I stood there in silence for 4 to 5 minutes and still no one in the store said, "Hello" nor "Welcome to Domino's", nor "Hey we'll be with you in one sec", just silence. After those dreadfully long 5 or so minutes (as my food is sitting getting cold) I had to speak up and ask for someone to assist me. An associate begrudgingly huffed (literally a full, loud huff) and walked behind the counter, rudely asked for the name on my order and then rang me up at the counter using one of the many broken credit card readers. Horrible pick up experience, will not return. Why the hell do I spend any money at Domino's? What happened to the Ann Arbor company I know and love? -Truly disappointed
Sara Vogel
-
January 16, 2026
I’m not sure if this is franchised so I don’t want to hurt this location’s rating.
The pizza is always consistent, fast, and delicious here.
Something is wrong with their app. Luckily, I’m not poor, otherwise I would have taken a hard pass. The rewards system is a joke. The “free” pizza with the rewards system was $11+ no matter the variation I selected. I added additional things to the cart and tried different things to see if it would change. Nothing helped. No discount applied. If you like a discount, order elsewhere. If you want fast, pricey, and good for a typical dominoes, order here.
I used to be a regular but this experience changed it unless I’m desperate for pizza, which is hard not to be, lol.
Overall it’s still a good “franchised” pizza place.
Rupesh K.
-
January 27, 2024
Nice and clean location; Ordered barbeque chicken pizza; it was delicious.. sometimes the online ordering does work for this location. Try placing order over the phone. They can do some customization that's not possible online. Staff is courteous and welcoming. Overall a great experience.
Eric Toennies
-
July 07, 2026
Pizza did not match what was ordered. I usually don't order from this location because it seems like there is always a problem. And I forgot and ordered delivery via the app. Big mistake.
Our Address
1224 W Ogden Ave k, Naperville, IL 60563, USA
Claim Listing: Domino’s Pizza
Please Login or Register an Account to Claim Listing
I am writing to file a formal complaint regarding my experience at your Domino's location at 1224 W. Ogden Ave Unit K, Naperville, IL 60563. On July 8th at 10:30 PM, I visited the store as a paying customer to pick up my order. While I was there, my 4-year-old child urgently needed to use the restroom. I asked your staff if my child could use the restroom, but they refused. As a parent, I found this decision deeply disappointing. While I understand that businesses may have restroom policies, I believe there should be reasonable discretion and compassion when a young child is involved, especially when the family is already a paying customer. Refusing restroom access to a 4-year-old in an urgent situation reflects poorly on the level of customer care your business provides. I ended up cancelling my order and went right next door to Papa John’s where they had no problem with my 4 years old to use their restrooms. This experience left my family embarrassed and distressed, and it has significantly affected my opinion of this location. I respectfully request that the franchise owner personally review this incident and provide a written response addressing the following: Whether the employees acted in accordance with your official restroom policy. Whether your policy allows any discretion for emergencies involving young children. What steps, if any, will be taken to ensure similar situations are handled with greater compassion in the future. I would appreciate a response within 10 business days. My goal is not simply to complain, but to understand your policy and to ensure that other families are not placed in the same situation. Thank you for your time and attention. I look forward to your response. Sincerely,
I walked in the door and 4 people made eye contact with me but no one helped me. I stood there in silence for 4 to 5 minutes and still no one in the store said, "Hello" nor "Welcome to Domino's", nor "Hey we'll be with you in one sec", just silence. After those dreadfully long 5 or so minutes (as my food is sitting getting cold) I had to speak up and ask for someone to assist me. An associate begrudgingly huffed (literally a full, loud huff) and walked behind the counter, rudely asked for the name on my order and then rang me up at the counter using one of the many broken credit card readers. Horrible pick up experience, will not return. Why the hell do I spend any money at Domino's? What happened to the Ann Arbor company I know and love? -Truly disappointed
I’m not sure if this is franchised so I don’t want to hurt this location’s rating. The pizza is always consistent, fast, and delicious here. Something is wrong with their app. Luckily, I’m not poor, otherwise I would have taken a hard pass. The rewards system is a joke. The “free” pizza with the rewards system was $11+ no matter the variation I selected. I added additional things to the cart and tried different things to see if it would change. Nothing helped. No discount applied. If you like a discount, order elsewhere. If you want fast, pricey, and good for a typical dominoes, order here. I used to be a regular but this experience changed it unless I’m desperate for pizza, which is hard not to be, lol. Overall it’s still a good “franchised” pizza place.
Nice and clean location; Ordered barbeque chicken pizza; it was delicious.. sometimes the online ordering does work for this location. Try placing order over the phone. They can do some customization that's not possible online. Staff is courteous and welcoming. Overall a great experience.
Pizza did not match what was ordered. I usually don't order from this location because it seems like there is always a problem. And I forgot and ordered delivery via the app. Big mistake.