ComplaintsforDonatos Pizza

Pizza

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Initial Complaint
07/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a pizza from the Downtown Donatos on ***** and it was completely inedible. It smelled like dirty mop water and was really soggy. I actually believe someone who worked there dod something to this pizza. I threw it in the trash but kept one piece to take to the health department and to show the *************** because i think its some kind of poisonous chemical. I called Donatos after I received this . but was put on hold for so long I had to hang up. I am attaching photos of what the pizza looked like also photos of the whole pizza in my trash
Business response
07/17/2024
Hello,
We are so sorry about the issue! I see a refund was issued on 7/15/2024. It takes 3-5 business days for the charge to disappear.
Thank you!
Customer response
07/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

*************************
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/2/2024 Ordered two (2) Chicken Harvest salads. One with NO Blue Cheese and other w/extra pecans. The salads were delivered and both has a ton of blue cheese and hardly any pecans. I attempted to contact the ***** Road Donatos where it came from and the calls are sent to a calling center. I ask for a manager and it hangs up on me. I am not sure how to get the issues to them and I am at work which is why it was delivered so I cannot go into the store. I am attaching a copy of the Order Slip that was attached to the bag evidencing I DID ask for no blue cheese on one and extra pecans on the other.
Business response
07/03/2024
Hi ******,
I am so sorry the location did make your salads correctly and that our Call Center Agent did not assist you when you tried to rectify the issue. I am refunding the order for $27.31 and will report this incident to our Area Manager. In the future, you are welcome to call us at ************* *********) and we will take very good care of you! Happy 4th of July.
Customer response
07/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

****** *****
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The answerer of the phone told me they couldn't accept my SWEET DEALS Certificates upon delivery. I used them 2 weeks ago without a problem. He would also not honor the on line deal offered. He then went to ask the driver regarding the Certificates, in which the driver called off. I told to just cancel the order and he just abruptly hung up on me.
Business response
06/21/2024
Hello *****,
I am so sorry for the issue. Please ask for a manager the next time you want to use the SWEET DEAL for delivery. I spoke to the Franchise Partner in Erie, PA and she is going to communicate and coach all of their associates about this deal. As far as the online deal, unfortunately you do have to order online to get certain deals. We are very sorry and hope you will order again in the future.
Initial Complaint
06/19/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We ordered a pizza over an hour ago, it never came and now they are closed.
Business response
06/21/2024
Hi ****,
We are SO sorry and embarrassed this happened! The location did not have a delivery driver and the Manager forgot to call you! I reported this to the District Manager and he will speak to the team at this location about this issue. He is adding a $20 credit under your phone # for your next visit for the inconvenience. You will have to call to place the order. You can order whatever you like and $20 will be deducted from your total. I hope you will forgive us for this issue.
Initial Complaint
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a cauliflower no pizza sauce olive oil base meat lovers pizza. I picked up the pizza. When I got home pizza and pizza sauce and appeared to be on regular crust. I called the store back three times with no answer. This is the third time I have picked up my order and gotten home and it's wrong. It's frustrating to pay for something you didn't order and unable to get the problem fixes.
Business response
06/18/2024
Hi ******,
We are so sorry for the issues! I am refunding your charge from 6/16. It will take 3-5 business days for the charge to disappear from your account. You mentioned that you pick up your food. In the future, you might want to check the food since you have had so many issues. Then they can refund or remake the food for you right away! I will forward your complaint to them so they can work on training associates to read the tickets. Please forgive us for the lack of service you have received.
Customer response
06/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

****** ******
Initial Complaint
06/05/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order for delivery on Tuesday June 4, 2024 at the ***** ******* ********* **** location, I payed by credit card ending in ****. After waiting for an hour I called and was told it was placed in the pickup Category and that if I wanted delivery I would need to pay again but that the first charge would be removed. The first charge was not removed. I do not wish to pay twice and wish a refund
Business response
06/06/2024
Hi *****,
I see you accidently placed the order for pick-up and the 2nd order that we placed for a delivery. They cancelled the transaction, but it takes up to 7 business days for the refund to disappear from your account. I am sorry they did not tell you this! The 2nd order was refunded. Thank you for ordering!
Initial Complaint
04/27/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 4/27/24 I ordered a pizza and picked it up. (I had to wait close to 10 mins. before anyone acknowledged I was at the window). When I got home the order was wrong and tasted horrible. I called the store (and waited on hold for 20 mins before a manager could bother to answer the phone) to ask them to replace the pizza with the correct order and to deliver it to me since it was their mistake. The manager said they couldn't deliver it because I had picked it up originally. Since it was their error I strongly feel they should have replaced the error with the correct food and brought it to me. The manager was rude and nasty and the service was horrible. Won't be ordering from them again.;
Business response
04/30/2024
Hello ********,
We are so sorry for this issue. I heard our District Manager called and spoke to you about this! If you need further assistance, please let us know.
Thank you for your patience!
Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is the worst customer service I have ever received. **** is the rudest customer service manager I’ve ever encountered. My pregnant wife came through the drive through and picked up a pizza and it was terrible. Undercooked and the onions were raw. She asked for a refund and was denied. She was only offered a credit. So being pregnant and not wanting the stress I called the store and expressed my displeasure with how he spoke to my wife and how she was treated. And he actually laughed at me and told me to come back when the district manager was there. I have the call recorded. I need a refund for my order. Not a credit and on top of all of that they took the pizza back!!!
Business response
04/24/2024
Hello *****,
I am so sorry this happened and would be happy to help resolve this issue. Can you forward the DATE, LOCATION and ORDER#? If you did not get a receipt, what phone # was used to place the order. I could not find it under your information. Once I have this information, I can find the order and take care of your refund. Please let your wife know we are very sorry and this will be reported to ****'s Manager and District Supervisor. This behavior is unacceptable! This is not how we train our managers to handle issues! I am glad you let us know!
Customer response
04/24/2024
I couldnt find another way to write out a reply without rejecting the response. But its actually under my wifes name.
****** ******** ,
**********,
Picked up at 8:57pm, total $20.49.
Email: request_*******icloud.com
If you have any other questions please contact me at **********

Business response
04/24/2024
Thank you *****! I found the order and requested the refund for you! It takes 3-5 business days for the charge to disappear. I called the District Supervisor and told him how **** handled the situation. He said **** is fairly new so this gives him the opportunity to coach him on how he could have handled the situation better and what our standards are when we assist customers. We are so sorry about this and are glad you reported this to us!
Customer response
05/09/2024
Consumer indicated by phone that he received his refund and all is good.
Initial Complaint
04/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order for delivery from the 1508 Cassidy Ave Columbus Ohio 43219. We then called the store to report the problem and was rudely told there was nothing they could do. I had to then pay an Uber driver to bring me to the store to return the damaged goods. The problem was there was ants crawling out our pizza box an it was disgusting. I don’t know why a phone call to a store manager could not resolve the matter. I had to physical come to the store and return the order because the delivery driver had ants coming out of the boxes of pizza. So please be kind to include my Uber expense to the store as well. Every customer isn’t the same. This is the first time I’ve ordered from this location and it was not my fault
Business response
04/16/2024
Hello Ms. ********,
I am sorry you feel you had ants coming out of the pizza box. We take complaints like this very seriously and needed to see the product. We have not gotten any complaints about ants or insects in our food. You must understand this is a serious claim. When you arrived, our Manager looked at the pizza and did not see ants nor did you point them out to him. He offered to remake both pizzas for you and you agreed to it. There was no mention of an Uber Driver or a refund when you arrived. We feel the issue is resolved because we remade both pizzas for you.
Initial Complaint
03/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3.16.2024, on visit the Donatos Pizza #3 at 1181 Mt Vernon Ave, Marion, OH 43302 at 4:56 pm. I paid $41.26 for a large pizza with onions, sausage and pepperoni. The young man carried the large pizza to our table. Never said a word. When I went to take a bite out of the firstr slice, all the hot cheese came out the slice of pizza and burnt my chin. The young man should have gave us a warning that the pizza just came out of the oven and was extremely hot. The burn blistered, like a sun burn. I have pictures of th burn.
Business response
04/03/2024
Hello ****,
We are so sorry that this happened to you at our restaurant. We wish you would have asked for a Manager when this happened so we could have taken care of you on March 16th and been informed about the issue. When you dine in at Donatos, our pizzas are baked and delivered to your table hot and fresh out of the oven. I am sorry that the cheese burned your chin.
Could you provide me with the Order # from your receipt that day? This will help us to assist you with this matter. Thank you!
Customer response
04/15/2024
I accept the business's response to resolve this complaint.

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