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Complaint Details
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Initial Complaint
10/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This is the FOURTH TIME I’ve ordered sauces in my pizza order that nothing was included which is now 15 dollars worth. Can you please compensate me for this because I feel like you’re just stealing my money at this point.
Business response
10/25/2022
Hello - I would be happy to assist you! I researched your name, phone # and e-mail address and see your last order was on June 23 at our Grandview location. I also checked our customer service log and do not see your information. Can you provide me with the dates of each order, the name and phone # used to place these orders and the location? Once I have that information, I can research the orders and respond to this claim. Thank you!Initial Complaint
10/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Both recent times when to the restaurant, crust was hard at bottom and not alot of sauce. And sauce tasted differentBusiness response
10/18/2022
Hello *****,
We are so sorry! Did you call the Manager when this happened to give them a chance to make this right? We always appreciate a call when this happens right away. I would be happy to refund the money. You paid with cash so I will have to request a check for you. Where should we mail it? Please let us know! In the future, please feel free to call us directly for resolution.
Customer response
10/18/2022
I accept the business's response to resolve this complaint.Initial Complaint
10/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Transaction was October 1st 2022, 31.50. My card was charged another 31.50 the following day so its been charged twice and today on October 5th there is yet another charge for 31.50 pending. This is the 3rd time I have ordered from Donatos and was charged multiple times for the same transaction.Business response
10/06/2022
Hello ****,
I researched your account and reviewed your last 3 orders. I also checked to see if you had every reported the issue to us for resolution and could not find anything had been reported to us. I reviewed the most current order on 10/1. I asked for our Accounting Team to deep dive into your claims. We see you were charged $33.27 with the credit card ending with ****. You may want to call your credit card company to see why the charge is incorrect and still pending. The authorization code for this order is ******. Please use this # when you call your company. I also reviewed the order on 9/27 and see you were charged $16.17 1 time with the credit card ending with ****. The order prior to that was on 7/26 for $16.23. You are welcome to reach out to us at 1-888-366-2867 for assistance.
Initial Complaint
09/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On multiple occasions I have placed orders using donatos website. I always apply coupons on the website to save a little money for a family of 5. Upon review of every single one of these transactions I was still charged the amount the coupon should have deducted including twice in the past 2 weeks. I brought this to the locations manager at least 4 times and they have done nothing to correct the situation. They know about the issue but they stated that those coupons do not apply to their location even when I've paid online for the original amount my bank account ends up with a second charge that shouldn't exist because of the coupon. This is fraud and false advertisement at the bare minimum. Something has to be done as they're just taking hard earned money from their customers.Business response
09/27/2022
Hello ******,
I would be happy to assist you! I reviewed your account and see that you have used deals on almost all of your orders. Recently, I only see 3 orders where a deal was not applied: 8/20, 9/17 and 9/23. Can you provide me with the e-mail confirmations for those dates so I can see what deal you applied and what was not transmitted to our system? I will need this information in order to research the issue and a refund. Can you forward them to [email protected] and I will reply to you! I promise I will correct the issue for you! I see you are a rewards customers and we want to take care of you!
Initial Complaint
09/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered from Donatos and did not receive my order for over an hour. I was also hung up on when I called to question the time of my order. I would like a refund for this order considering it went over the promised time. My rewards points did not work either, it was supposed to be for a free sandwich but it did not register in my final total.Business response
09/23/2022
We are so sorry *******! I heard the District Supervisor has already contacted you to resolve the issue! Thank you!Initial Complaint
08/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an online order for Donatos on 8/01/2022 scheduled for 6pm. I waited around thinking that it was no way I missed them, called the store and was told my order was out for delivery by this time it's almost 8pm I call again to be told it was delivered. But No food! Being told lies, money taken from my card, times not adding up! All I'm asking for is a refund of my money. I agree to not conduct business with them again.Business response
08/02/2022
Hello *****,
In reviewing your order, I see you ordered a contactless delivery. A tenured delivery driver laid the food on your porch in your complex last evening. I am sorry someone must have taken the order. The Manager refunded the $52 order last night when you called about the issue. It takes 3-5 business days for the charge to disappear rom your account. Thank you!
Customer response
08/03/2022
I truly thank you for responding to my complaint and issuing a refund. It's sad that it's unsafe in Our neighborhoods and it leaves Us the good guys to pay for it . May God Bless You for your kind act and understanding. I have reported the thief and actions are being taken against them.
I accept the business's response to resolve this complaint.
Business response
08/16/2022
Hello *****,
I researched the issue and your credit card was refunded that night 8/1. It takes some credit cards companies anywhere from 3-7 business days for the charge to disappear. You will note see a credit. The charge should disappear. Please check with your credit card company.
Business response
08/16/2022
Hello *****,
I researched the issue and your credit card was refunded that night 8/1. It takes some credit cards companies anywhere from 3-7 business days for the charge to disappear. You will note see a credit. The charge should disappear. Please check with your credit card company.
Customer response
08/20/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17656076
I am rejecting this response because: I have been told many lies since this incident has occurred, my bank statement shows that the company received the money but my money was never refunded.
Regards,
***** ****Customer response
08/20/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17656076
I am rejecting this response because: I have been told many lies since this incident has occurred, my bank statement shows that the company received the money but my money was never refunded.
Regards,
***** ****Initial Complaint
08/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered food from this establishment and when the pick up time came, I sat in line for and hour to receive my food that was cold and incorrect. My ordered is attached with pick up time, when I called into the establishment they put me on hold twice and never came back to the phone. This is the worse Donatos I have ever been too staff was nonchalant like they didn’t care. After lying such a hefty price it should have been ready on time and hot . I am very disappointed and would like a resolution to this situation as soon as possibleBusiness response
08/01/2022
Hello Ivory! WE ARE SO SORRY! I reviewed your order and see that you were at the register at 10:41 p.m. I will absolutely refund this order. It will take 3-5 business days for the charge to disappear from your account. I will also report it to the Area Manager to see why it took so long for you to receive your pick-up order. THANK YOU for letting us know!
Business response
08/01/2022
Hello Ivory! WE ARE SO SORRY! I reviewed your order and see that you were at the register at 10:41 p.m. I will absolutely refund this order. It will take 3-5 business days for the charge to disappear from your account. I will also report it to the Area Manager to see why it took so long for you to receive your pick-up order. THANK YOU for letting us know!
Customer response
08/02/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Customer response
08/02/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Initial Complaint
07/31/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
i ordered pizza and garlic bread on july 31, 2022. i only recieved pizza ( cold ) it also had taste of cinnamon in it. i called and called no answer. to have money for bread refunded. i finally got a employee to answer on differen phone number. i was told he could not refund my money. he could not help me at all. i would like a refund of the 29.75 that came out of my account.Business response
08/02/2022
Hello ******, We are very sorry for the inconvenience! You can always call Donatos Customer Service for assistance! We will refund the order for you! The charge will disappear in 3-5 business days!Customer response
08/03/2022
I accept the business's response to resolve this complaint.Initial Complaint
07/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I made an order online with Donatos on Friday somehow in the middle of my order they changed locations on me and when the delivery guy couldn't find the address he told me he was taking it back to the store I told him that was fine I could come pick it up then when I realized how far it was and what had happened I called them and they told me they were reimbursing my money into three days I called corporate they gave me problems like I did this on purpose or something like this and was being really rude then they told me they were keeping my $64 and the delivery driver needed to be paid I don't mind paying the delivery driver but I should be able to get my money back and they're trying to give me $30 of my $64 back and no way shape or form is that fair nor right and the lady Jane told me that I have to wait 5 to 7 Days knowing I can have my money right now and I don't have to wait 5 to 7 days they're being very very rude and messed up to meBusiness response
08/02/2022
Hello ******,
This complaint is very disappointing after you agreed to pay $30 for an order you placed incorrectly. Our online system does not switch or send orders to random addresses. You attached the e-mail confirmation that you received just a few minutes after you placed the order to the wrong address. Had you read the e-mail, you could have caught the error and called the location to cancel the order. Our delivery driver took his time to deliver the food and found that you were not at the address on the order that you submitted. He called looking for you and you told him to bring the food back to the location and you would pick it up. He told you which location he delivered the food from so you could pick-it up. You did not show up to pick up your order. We had a professional discussion with you about this order and you agreed to pay $30 for food we made in good faith and for the delivery driver to be paid a gratuity for your error. We will refund $15.64 more and leave the remainder for our delivery driver as requested.Initial Complaint
06/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered pizza and wings for pick up. The order was wrong. I had my receipt and when I took the steps to get the order corrected, I was told by the manager ***** that she didn't care, that "you people" lie, and the order would not be fixed. I called the customer service hotline and it was explained that their franchise system allows for individual stores to operate how they see fit and to not contact the bbb.Business response
06/22/2022
Hello *****,
I just read your note and understand that our District Manager called you at 10:00 a.m. this morning with an apology and a $30 credit for your next visit. We asked you to give us time to respond to your complaint before you contacted the BBB. I see that you were contacted in less than 18 hours of the incident and less than an hour after the phone call to our customer service team. Our Franchise Partners like to handle their own customer service issues as we tried to explain to you. I am glad to see you were contacted and taken care of in a timely manner.
Customer response
06/30/2022
I do not feel the response was adequate. I appreciate the credit, but the issue of treatment remains the same. I was told to not to use the credit at certain times to avoid bad treatment by the employees as the full response.
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54 total complaints in the last 3 years.
25 complaints closed in the last 12 months.