Domino’s issues apology video over false accusation

Domino’s Pizza Malaysia has issued a video apology featuring deputy president Shamsul Amree Abdul Rahman.

The apology was for wrongly accusing a customer of hacking into its system to use unauthorised vouchers and for filing a police report.

In a video on Facebook which has now garnered over 72,737 views, 2.7k reactions, 1.4k comments, and 818 shares, Shamsul apologised to the consumer Zacky Khairudean for what he has been through. He added that the police report was lodged in a hurry and should not have happened.

“Our restaurant received an unusually large number of orders within a short period of time, causing Zacky’s order to be suspicious. We are aware that there was no need to lodge a police report if we discussed the order with Zacky at that point in time,” Shamsul explained.

Realising the mistake, Shamsul said he met with the consumer to seek forgiveness and explain the situation. “At Domino’s, we value our customers and put them first. We always try our best to offer the best experience to our consumers,” he added.

Shamsul also said that the company is currently monitoring and repairing any gaps in its system to ensure it is competent. “We hope that Domino’s consumers would not worry or be sceptical about using our vouchers,” he said, once again apologising to Zacky and consumers.

Netizens’ reactions to Shamsul’s video are mainly positive, praising Domino’s for being able to troll other brands while accepting responsibility for its actions. Some also thanked Shamsul for the heartfelt explanation and apology, adding that it was a good PR recovery and that they still love the brand.

Domino’s had earlier accused the customer of hacking into the system but it was later found that the customer had in fact used legitimate vouchers purchased from an eCommerce platform.

Netizens, however, voiced their displeasure over Domino’s treatment of customers. They even went as far as posting police memes and pictures of physical vouchers as proof that they are legitimate, in protest of the incident.