Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A food order was placed, accepted, and paid for on the Donatos website. This was completed at 644PM, with a promised delivery time of 715PM. At 720PM the order had yesterday to arrive. Normally I would overlook this, however this is a chronic problem. Trying to resolve the problem I went to the store to inquire and ask for a refund. The manager on duty, who refused to give a name, said I should expect delays and they were short drivers. I replied that the business should not make delivery time promises they cannot meet. At which time the manager told me to have a nice night *** and went into the kitchen. I then said loud enough for her to hear, but not shouting as there were guests eating in the store at the time that I would be contacting corporate customer service and again asked for a name as the manager. She never came back out of the kitchen.I have contacted Donatos corporate customer service and left a message asking for a return call. My issue now is the demeanor and disdain of the on duty manager.

  

  Business response

  01/31/2025

  Hello *******,

  WE ARE SO SORRY THIS HAPPENED!  I can see the order was late. We will definitely give you a full refund for this issue. It will take 3-5 business days for the charge to disappear from your account.  I have already discussed the actions of our Manager with her District Manager. This was unacceptable. He will discuss this with her on how this should have handled the situation. I hope you will forgive us for your experience and know that we will strive to do better.  Thank you for your patience. 

  Customer response

  01/31/2025

  [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

  01/18/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order over the phone and provided my phone number which the agent confirmed that my name came up in the system. When I arrived to pick up the order, the individual (who sounded like the agent who took my order) said they had no order under my name and phone number. I told them I placed a phone order and she literally just walks away from the pick up window. Another worker who I assume is a manager asks me for my name and phone number and says theres no order. I confirm the address and Donatos phone number and then show her the call log on my cell phone matching the phone number she just gave to me. She kept reiterating there was no order without any sort of apology and a tone that was condescending as if it was my fault. She finally says she could place an order then and there but that it would be a while. In refused to wait considering it was their mistake and there was no apology. How on earth is their ordering system this messed up? Im incredibly disappointed in their customer service as well.

  

  Business response

  01/29/2025

  We are so sorry about the issues you experienced!  We know you stated you did not want to be contacted but we sent an email just in case.  Thank you for your patience!

• Initial Complaint

  01/13/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered Donatos Pizza on January 10. I called to order two large pizzasone Hawaiian pizza, and one half cheese and half ******************** I also ordered a drink, tipped, and the total came up to $50.45. I paid by card. About 30 minutes or so after I placed the order, I received a call from a Donatos Pizza employee advising that I still owed $10. I was very confused as I had been previously told that I only owed $50.45 and had paid the total amount. I disputed the additional charge, and the person seemed confused, advised that she could see that I didn't owe additional money, but she was not able to deliver because the system was showing that I owed $10, so she would just void all charges and reimburse me everything. I was confused but said OK.When the pizza was delivered, I saw that the toppings on one of the pizzas were incorrectinstead of half cheese and half jalapeo and pepperoni, it was half pepperoni and half jalapeo. I vividly recall specifying clearly 'half cheese and half jalapeo and pepperoni' and even had the person taking my order repeat it back to me, which they did correctly. I called Donatos to complain that my order was incorrect and asked about the status of the full refund as initially promised. She then advised that I would get a partial refund, and she stated that according to the information in her system, I had asked for 'half pepperoni and half jalapeo.' I'm not sure where the error occurredwhether the person writing down my order wrote it down incorrectly despite repeating the correct information, or if the person who made the pizza mixed up the toppings.Anyway, long story short, it's been a few days, and I still see no refund.

  Customer response

  01/15/2025

  On Wed, Jan 15, 2025 at 10:59 AM Wolali Dedo <*****************************> wrote:
  For context to the previous email, here is what I received and Im curious when I can expect an update about it being forwarded to the business. 
  
  Thank you,
  
  Wolali 

  Customer response

  01/15/2025

  From: Wolali Dedo <*****************************>
  Date: Wed, Jan 15, 2025 at 10:57 AM
  Subject: Update
  To: <*********************************************************************************>
  
  I hope this email finds you well! I submitted on complaint on Monday and received a message that it was an accepted. But I never received an update that I was forwarded to the business. 
  
  When can I expect that my complaint will be forwarded?
  
  Thanks,
  Wolali 

  Customer response

  01/15/2025

  From: Wolali Dedo <*****************************>
  Date: Wed, Jan 15, 2025 at 11:05 AM
  Subject: Re: Thank you. We've received your complaint.
  To: *** **** ******* <*********************************************************************************>
  
  
  I just received the notification. Thank you!
  
  Wolali 

  

  Business response

  01/23/2025

  Hello Wolali,

  We are so sorry about all the issues you have experienced!  I am requesting a full refund for you!  It should take 4-6 business days for the charge to disappear!  Thank you for your patience!

  Customer response

  01/25/2025

  [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,
  
  Wolali Dedo

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pizza at 2:47pm through the Donatos app, for an hour I received no notification nor call about my delivery status, I call the store at 3:40, they proceeded to hang up twice, I call corporate office number, explain my issue and corporate then calls the store manager to check the delivery status, I was then informed the pizza was delivered to the wrong address and signed off by a woman with a green toboggan that couldnt have possibly signed for me, I was home alone and never received my order, I was told its my word against theirs, then I was told by home office to dispute the charge through my bank and they hung up the phone, I never got any food nor refund and I am disheartened that my favorite pizza store is this cold hearted towards a long time customer.

  

  Business response

  01/14/2025

  Hello Xavier,

  I am sorry about the issue.  We will be refunding the charge today and it will take 5-7 business days for the charge to disappear from your account.  I will speak to the Area manager about this issue.  Thank you!

  Customer response

  01/14/2025

  [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

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered pizza and sub. Received email at 3:48 pm. I reached out to the location at 4:09 asking where my order was because I got an email stating that my order has been out for over 20 minutes now. I said there is no way it is going to still be warm when it gets delivered so I wanted some sort of refund. Manager ******* said he would issue either a refund or a store credit whichever I preferred. I stated I wanted the refund. At no time was ever told to refuse the order when it arrived. Food was finally delivered at 4:16 pm, just shy of 30 minutes from the time the items left the store. The food, as expected was cold. At 4:21 I got a call from Donatos but chise not to answer. I was left a voicemail that they tried to reach out to door dash to cancel the order but since it is showing as delivered the order can not be refunded but if I wanted a $10 store credit to call back in and request it or if I wanted the refund I would need to bring the order back. Again, I was never told to refuse the order. I would have happily done so. Not being able to get a refund from DoorDash is a Donatos problem, not a ***** problem. I didn't know they use DoorDash I would have never even placed the order, I despise DoorDash for this very reason. Either way, I was promised a refund by manager ******* and that's exactly what I expect. Now because I did accept the order I am willing to accept a refund of $20 and not the entire $39.67 which I think is more than fair. It needs to be a refund to my card and not store credit because I don't plan on ever going to Donatos ever again.

  

  Business response

  01/08/2025

  Hello *****,

  I researched this issue. You placed your order at 3:23 pm and received an email confirmation that stated your order would be delivered by 4:13 pm.  We have used Door Dash delivery people for over 2 years now, so it is good news that you had not noticed this before.  Your order did not leave the location at 3:48 pm. This is when we dispatched it to a Door Dash driver so it could be delivered to you on time. Per your complaint to the BBB, I see it was delivered 3 minutes after it was promised to you.  You stated the food was cold so I need to know if the driver used a Hot Bag to make the delivery. 

  I am happy to refund $20 since you stated the food was cold but please check your e-mail confirmation so you can see we were 3 minutes late.  Promise Times are estimations of when we will arrive.

  I will do the refund today and it will take 3-5 business days for the charge to change.  I am sorry about the issue with the Manager.

  Customer response

  01/08/2025

  I will accept the refund but how is it dispersed since that is not mentioned? Also included a screenshot of the email that says order has left the building and is clearly time stamped at 3:48 and a screenshot of my Ring camera showing the Delivery at 4:16. Yes a hot bag was used (and was cold) and yes it took almost 30 minutes from the time it left the building to be delivered. That's according to the documentation Donatos provided. So I will take my $20 refund and will never do business with that location ever again.

  Customer response

  01/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22776275
  
  I am rejecting this response because:  I will accept the refund but how is it dispersed since that is not mentioned? Also included a screenshot of the email that says order has left the building and is clearly time stamped at 3:48 and a screenshot of my Ring camera showing the Delivery at 4:16. Yes a hot bag was used (and was cold) and yes it took almost 30 minutes from the time it left the building to be delivered. That's according to the documentation Donatos provided. So I will take my $20 refund and will never do business with that location ever again.
  
  Regards,
  
  ***** ********

  

  Business response

  01/10/2025

  Thank you for your response.  I have already requested the refund and you should see the charge change in 3-5 business days. The order was promised at 4:13 pm and you stated it arrived at 4:16 pm. (3 minutes late).  I am sorry the driver checked it out early, but he did not have it in his car during that time period.  I am sorry that the food was cold. If the driver used a Hot Bag, it should have been hot.  Thank you!

  Customer response

  01/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22776275
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ********

  Customer response

  01/15/2025

  I reject the response because Donatos refuses to admit fault. They keep going back to the food was delivered 3 minutes after the promised time but ignoring the fact it was out for delivery for nearly 30 minutes. For example if i order food at 5:00 and promised time is 6:30and it leaves the building at 5:30 then getting it there by 6:30 is unreasonable considering its been out for an hour. If, like they are saying, the food was not out for delivery at 3:48 like the email states then that is a fault in their reporting but once again Donatos is pushing blame and not admitting any degree of fault, just pointing fingers. It just reaffirms my decision to never do business with or recommend Donatos ever again

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/4/24, I order pickup from Donatoes. I order 3 different pizzas. The receipt I have was for $43.27 but on my credit card statement, I was charged $50.82. This is a problem for me personally but also for me on my job as that was the COMPANY CARD, and I have to account for every ***** spent.

  Customer response

  12/30/2024

  Compliant #********

  Full name ******* *******

  

  Business response

  01/02/2025

  Hello *******, I am so sorry for the issue. In reviewing the order, I see both discounts did not transfer to our POS.  I have refunded the difference for you, and it should take 3-5 business days for the charge to change.  I will send you the refund receipt in a separate e-mail so you have it for your records.  Please forgive us for the issue.
  
  

  Customer response

  01/03/2025

  [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

  12/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a pizza along with a *****. The delivery driver gets to my house and states that we will give you a ********** as they were out of *****. I called the local Donatos here in ****** and spoke with ********. She said that my replacement ******** would re-delivered to me within 30 to 40 minutes. An hour goes by and I still dont have my ****** I called back and ******** answered and I advised that I didnt get my ****** She then started getting an attitude with me and raising her voice at me as I was trying to explain the situation. Yes, I wasnt very please and that was reflected in my tone. Its her job to be a professional and maintain her self as Im the customer. I asked for a refund and she gave me a $10 credit. I wanted my entitled order replaced because by now my pizza is cold. She refused to accommodate me and then threatened me and said she didnt have to do anything for me at all and then said that she didnt even have to offer me a credit and for the ***** only. She is unprofessional and rude and I wont be back to this location ever again. I can take my business elsewhere.

  

  Business response

  12/23/2024

  Hi *****,

  We are so sorry about the lack of service you received and the rudeness of our associate.  I am refunding the total charge for you!  It will take up to 7 days for the charge to disappear due to the holidays!  I will report this incident to the Area Manager.  They can discuss how this matter should have been handled.  We are so sorry *****!

  Customer response

  12/26/2024

  [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

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i was so upset with my order, pizza was nasty, and the pizza was not cut, wings was not done, and the meat in my salad was raw, i called around 10 times to the location and could not get through, i was hung up on round about 4 times, i made it my business to bring all the food back to the store, however the manager did not make it right with me

  

  Business response

  12/06/2024

  I am so sorry for this issue!  When did this happen?  The last order I see for you was on 12/1 and I see 1 item on the order (a Chicken Mariachi). Your total was $19.44.  Can you let me know so I can assist you?  If it was on 12/1, it looks like they removed the items you brought back and refunded your credit cards.

  Thank you!

  Customer response

  12/18/2024

  
  ******* ****** <***********************************>
  12:11 PM (1 hour ago)
  to disputeresolution
  
  That's the order but I could not get through by phone. Had to use my gas to drive to the location. Just was a big inconvenience. You can call me at ************ it was know contact info for me to call you back. 

  

  Business response

  12/20/2024

  Hello,

  Thanks for responding. I see the cost of this order was $19.44.  I will refund it and it will take 5-7 business days for the charge to disappear.  Thank you for responding!  Once you report issues to the BBB, we prefer to keep all communications in writing with the BBB.  Have a great holiday!

• Initial Complaint

  11/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Yes hello we order form them on November 6th around 505 pm. I did reach out to them and no reply back. When we got our food it was burnt i can send pictures of the food if you would like I spent $64.92 and i want a refund we would not eat and could not eat the food. I could not believe how brunt it was. I have kids with autism and it was sad because we got brunt food they could not eat. Please help.

  

  Business response

  11/12/2024

  Hello *******,

  I am so sorry about your experience!  Thank you for attaching the picture. I can forward this to the Area Manager.  Food should never be served burnt to a customer.  I requested your refund today.  It should take 3-5 business days for your charge to disappear.  I hope you can forgive us.  Thank you for your patience.

  Customer response

  11/13/2024

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

  Thank you so much. Your so welcome for the picture I wanted to show how brunt it was thank you so much for all your help. Have a great day 
  
  Regards,
  
  ******* *******

   

   

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/27 I placed an online order for Donatos Pizza. My total was $45.95 and I was given a reasonable delivery time. The time came & passed with no delivery in site. After waiting OVER 2 hrs, it finally arrived. Had Donatos been honest about their lengthy delivery I wouldn't have entertained an order with them, I would have ordered from a pizza company with more accomidating times I was in agreeance to, but they lied. Once it was finally delivered, the entire order arrived cold, not even the slightest bit warm. It was also burned, charred to the point my kids wouldn't touch it. A complete waste of time and money and still had to order food from a different establishment that was actually edible. I attempted multiple times to reach an employee at the Englewood store I ordered from and the phone just rang and rang. ZERO answer. I called the Donatos 1-800 number and the gentleman on the line tried calling the store for me multiple times. ZERO answer for him as well. Next, I submitted an online complaint from their website, after a week ZERO response from it. Then, I tried to reach out to Donatos social media messenger and I received a generic response " the store manager will be in contact 24-48hrs". It's been over a week and again ZERO response. Livid is an understatement. I'm so infuriated over this company and its disgusting lack of customer service or caring to make their screw up right. I need a 100 percent refund. No phone call, no apology, no excuses, just a refund. I have attached a photo of the burnt pizza they sent. I've attached my conversation with their messenger that was a waste of time and non- helpful. I have also attached my call logs as proof that I reached out multiple times. Clearly the store manager is incompetent, but if a district manager or territory manager actually investigated they would see that my time stamped call logs and their store cameras show their employees just letting the phone ring that day without a care in the world.

  

  Business response

  11/12/2024

  Hello *****

  Our Area Manager let me know that they contacted you about this situation!  I personally refunded the charge for you last week.  We wanted to apologize again for the lack of service you received from this location and our Area Manager will work with this team to do better!  Thank you for your patience!

  Customer response

  11/12/2024

  The company did issue a refund.

  **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩