ComplaintsforDonatos Pizza

• 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.

  **** ******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered online on donatos pizza for a 2 large pep pizzas and 2 salads . I used the rewards program to get two free salads and with the ***** deal , when i went to finish the order it failed 2x then said to call in so i did what it asked on the third try waiting to talk to someone my order went through. when i get ahold of a manager the lady said it wouldnt work cause i couldnt use two of my rewards at same time .she fixed it and so i sent my family member to get the food but when i was on the phone i talked with her how it was going to be a few because i had to have the family member pick up my son , she said thats fine and when my family member arrived they said they pulled the pizza out fresh , the Pizza was burnt on the outside and cold on the inside so i called in to get a replacement or somethng and the assist manager ****** answered , i told him i was an injured veteran so i had to have someone else go there and get the pizza and he said well you were 20 mins late so we pushed the pizza to the side ... after he started being rude and saying he was a veteran and the whole injured veteran thing doesnt mean anything he tells me file a complaint on him and to call 1800 donatos . i called today to talk to a ****** who was rude to me and made me feel uncomfortable, everything i said she had a rebuddle to it then started accusing me of not checking on my orders and etc i was humiliated over the phone and i do not plan on ever coming back , i asked for a refund instead she gave me a free pizza coupon which i told her i would not be coming back ....she kept calling me a liar in her own words so it doesnt sound like shes calling me one and then asked for picctures along with she was gonna check my phone call to make sure im not lieing , what kind of person says that i am furious , then lastly she says i dont see what being a veteran has anything to do with this issue ..... I WILL NEVER EAT AT DONATOS Again !!!! Discrimination like no other

  

  Business response

  10/30/2024

  Hello *****,

  We are so sorry about this situation. I am aware of your phone call to us.  I heard the whole conversation. When you call our **************** Team, we ask for information about the order so we can resolve the issue for you.  This is what ****** was doing. I am sorry you felt uncomfortable answering her questions regarding the order and your situation. I ***** ****** apologize to you several times during the conversation. She offered a free pizza in you rewards account so you can redeem it at any location.  We would be happy to refund your money today.  It will take 3-5 business days for the charge to disappear.  ****** reported the issue to the Area Manager so they could discuss the issue with *******. Again, we are very sorry you had this experience with us.

  Customer response

  10/30/2024

  [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

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/15/2024, We ordered a medium pizza with tomatoes, green peppers, and Mushrooms. I took a bite from that pizza and immediately started throwing up. I called the store about this, and told them that we will bring back the pizza for a refund. However, the manager lady refused to take it back for a refund or store credit. I will keep this pizza if anyone care to see it.. I want a full refund for the pizza. I am perfectly healthy and had no stomach issues prior to this experience. I took the picture but, could not find upload

  

  Business response

  10/15/2024

  Hello ***,

  I am sorry about the issue. Thank you for alerting the location about the illness. And thank you for trying to bring it back to the location.  I don't know what could have made you ill because our pizzas are baked in 500 degree ovens.  You did the right thing by offering to bring it back so I am refunding the charge of $19.09 for you!  It will take 3-5 business days for the charge to disappear from your account.  I am sorry for the issue.

  Customer response

  10/24/2024

  10-***** customer called *** she was having eye and couldn't accept the offer but she states she accepts the offer. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  placed a carryout order on 10-13-24 and was charged an additional $5 when i checked my bank statement. Donatos told me a coupon was taken off. i paid what the website told me to pay, and then they slapped me with an additional $5.  

  

  Business response

  10/16/2024

  I am aware of your call our Customer Service team. We explained to you that the $5 offer was only valid for 3 subs per order. That is why the 4th offer did not transmit to our POS. The 3-deal limit is stated on our website. We apologized and refunded the $5.00 charge. It will take 3-5 business days for your charge to change.  I reviewed the whole conversation you had with my agent and was disappointed how the call ended after she resolved your issue.

  Customer response

  10/17/2024

  [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,
  
  Dan Rape

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called ordered med pizza and bread sticks my total was ***** asked the person I was talking to all I had was two twenties and would the driver have change she said yes they always have change for a twenty dollar bill.Driver gets here can't speak English.I had to talk to his phone translator.He tells me he has no change.Come to find out Doordash delivered it .I didn't want Doordash to deliver ***** get pizza I had to give him over a 12 dollar tip.The person at the store very rude. And the call center was a ******* one speaks English anymore

  

  Business response

  10/17/2024

  Hi ******,

  I am sorry about the issue with the delivery driver. They are supposed to carry change for at least a $20 bill.  We owe you $14.04. Since you paid cash, I can add a $20 credit under your phone # at the same location for your next visit.  You can call to place the order and $20 will automatically be taken off the total.  I have reported this to Door Dash.  We have been using Door Dash for delivery when we do not have a driver scheduled.  We appreciate you ordering and am sorry this happened.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for pick-up for one pizza on Monday, September 30, 2024. I have attached the email order confirmation here showing the pizza that I ordered, the original cost, the amount of the discount, and the total that I paid for the order. I also attached the notification email I received from my bank showing the total, $15.87, being spent from my debit card. Several hours later, I received another notification email from my bank showing $5.00 being spent at Donatos as well. I assumed this was an additional hold on my account and thought nothing of it. See the attachment showing the time and amount. Today, upon checking my bank account, I saw that, not only is the $5.00 'charge' still pending, but the total that Donatos charged me for the pizza order was not the $15.87 that I was billed and paid, but $20.87, and additional $5.00. See screenshot for details. The $8.00 discount I received on my order was due to promo codes, specifically "SAVE" and "315" (I believe) being used for $5.00 and $3.00 off, respectively. Whether these additional charges have accrued due to using these promo codes, I do not know, but I was permitted to use them all through checkout and payment for the pizza. If they were not good codes, that is a technical issue, in my opinion, and one I should have at least received a courtesy notification of before being billed. I would like to have my billing adjusted. I am of course happy to pay the $15.87 I agreed upon when I confirmed my order, but the additional $5.00 (or perhaps $10.00) dollar charges, I am seeking a refund on. Thank you, ****** ******

  

  Business response

  10/03/2024

  Hello ******,

  We are so sorry that our POS created a separate $5 charge.  We were able to see it in our system and refund it today, but it may take 3-5 business days for the charge to change.  I really appreciate that you added all of the files to the complaint. I will forward them to our IT Team so they can figure out what happened to this transaction.  We are very sorry and hope you will forgive us for this issue. Thank you for your patience!

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a 25 piece of hot sauce wings that I waited two hours for and then got the order cancelled by the store without getting a refund what so ever . I ordered in my friends name ********************************* on September ****** at 7:10pm .

  

  Business response

  09/09/2024

  I am so sorry this happened to you!  I see that the location did not have a driver, so they asked Door Dash to help. They were not able to supply a driver. The Manager should have called you!  I will report this to the Area manager.  I am refunding the charge today but it takes 3-5 business days for the charge to disappear.  I am adding a $25 credit under the phone # you submitted for your next visit at the ********** location for the inconvenience we caused you.  Thanks you for reporting this to us.

  Customer response

  09/09/2024

  [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

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have tried to find a way to contact them I can never get a hold of them on the phone they are always super busy and can not find an email I am getting emails send to *********************** and have opted out of them couple months ago and all of a sudden I am getting them send to me when I hit the unsubscribe button there is no boxes checked and I am still receiving them as I am writing this compalint I dont know what to do anymore because I know I have the right to stop reciving emails from a company

  

  Business response

  09/09/2024

   

  Hi *****!

  We are so sorry!  Our customer service team is always a phone call away!  I will unsubscribe you from all communications today!

  Thank you!

  Customer response

  09/09/2024

  [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

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered food from this establishment and waited an hour and half for delivery. When the order arrived I was missing two items in this order. Reached out to the manager who told me the order was left at the store. She basically blamed the delivery driver . Honestly this is beyond unexceptionable customer service and a refund is just a laugh for the inconvenience this has caused without food to feed my family. I will no longer use this company

  

  Business response

  09/11/2024

  Hello *****,

  WE ARE SO SORRY!  We will absolutely refund the whole charge for the terrible inconvenience we caused you!  I reported this to the District Manager to see what went wrong that evening. It was clearly late, and we apologize.  Your refund will take 3-5 business days for the charge to disappear from your account.

  Thak you for your patience!

   

  Customer response

  09/18/2024

  [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

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Donatos Pizza: ********, ** We ordered 2 large pizzas and a salad, tipped 15%, and paid the delivery fee. About 50$ total. We placed the order a bit before 6PM, with an ETA of 6:45. The pizzas arrived at 8:20, completely cold. They had definitely been made hours ago. No apology, no offer for credit, etc. Refund would be nice, store credit fine too.

  

  Business response

  09/04/2024

  We are so sorry *****!  I researched the issue and see that it was delivered very late to you! We will refund the charge today and it takes 3-5 business days for the charge to disappear!  I have forwarded your issue to the Area manager so that they can rectify operational issues at this location.

  We are very sorry!

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