Complaints
This profile includes complaints for Donatos Pizza's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 70 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:10/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:09/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:09/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 09/23/2022
We are so sorry *******! I heard the District Supervisor has already contacted you to resolve the issue! Thank you!Initial Complaint
Date:08/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date:08/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date: 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 Answer
Date: 08/02/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Customer Answer
Date: 08/02/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Initial Complaint
Date:07/31/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 08/03/2022
I accept the business's response to resolve this complaint.Initial Complaint
Date:07/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:06/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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.Initial Complaint
Date:05/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Customer Care and/or Whom It May Concern: It is with great disappointment and even some sadness I type this letter as my family and I have been Donatos customers as long as I can remember having grown up @ 795 ******* Avenue in the South end of Columbus, OH as I fear we will no longer be Donatos customers going forward.
Now I live, work and worship in Dublin, OH and have over the last decade of my life. Regardless of my location, I've continued to be a faithful Donatos customer for 40 years and thankfully I have access to 3 Donatos locations within 15 minutes of my home and office.
Not only am I loyal customer, my brother, *****, is a loyal Donatos employee for almost 30 years which has made typing this letter slightly more challenging as this should not be a reflection on my brother whatsoever, in fact, he encouraged me to put it on paper because as he put it, "Corporate would want to know about this".
So here goes, (my advanced apologies as I'm compelled to share more than just the poor experiences):
About 3-4 years ago I moved to a gluten-friendlier menu. Initially, this move wasn ' t my own doing, rather, my girlfriend discovered she is Allergic to Gluten, (thank the Lord the doctors figured it out when they did as she was very ill for a long while). In an effort to be supportive and after being educated on gluten, I adopted and have adapted to this way of eating healthier.
Over these last couple of years we've learned not everyone makes a quality GF Pizza the way Donatos does. We've also learned to fine-tune our pizza in a way that we enjoy the most, (well done and cut in pie shapes). The well done part, we like it crispy and the cut in pie shapes seems to keep the pizza "cleaner" and easier to eat.
Thankfully, we also discovered, these are options in the "special instructions" portion of the Donatos app. Unfortunately no one seems to care about this part of our order as we've received multiple discounts on our orders through the years as a result. Which was ok for a while but recently, the lack of care has gotten much worse. Perimeter Loop location is the exception, they're not perfect but they're always professional. The same cannot be said about the other 2 local locations I referenced above.
Four recent notable, unpleasant experiences were, Example #1: March 17, 2022 we ordered online through the Bethel Road location. Our pizza wasn't cut in pies. We requested the manager, ****, remedy the error. After giving me a hard time, **** finally agreed to reduce the price.
Example #2: Two weeks later, we ordered again through Bethel Road and when given the pizza, I asked the cashier, "cut in pies"? - he replied "yeah" and started to walk away as did I. Luckily, I decided to double back to double check the order, once again, the pizza wasn't cut correctly. After confronting the store manager on duty, (again it was ****), he put great effort into trying to get me to agree to another discount, as he put it, a "win-win for everyone", but finally agreed to re-make the pizza after hassling me and arguing: "the cut of the pizza doesn't change the taste of the pizza" . That did it for the Bethel Road location for a while . We figured we'll just order through one of the other locations. The next closest Donatos in our routine of life is the High Street location in Dublin and it' s more centrally located between our homes anyway.
Example #3: Our first order through High Street Dublin, (April 9, 2022), went equally poorly . Our pizza wasn't well done nor was it cut in pie shapes . After contacting the store manager, ********, he agreed to reduce the price of our next pizza but he informed us, we couldn't use the app to order it, rather, we would have to actually call and order from his location to get the discount . OK ********, we'll do that.
Well on April 13, 2022 we contacted the High Street location in Dublin per ********s' instructions and now, Example #4: the worst experience we' ve ever had in any restaurant!
The call and placing the order seem to go well. ***** answered, I asked for ******** but was informed he wasn't working. ***** placed the call on hold and when he came back to the line, he informed us Donatos would honor the discount ******** offered so we proceeded with the order.
We ordered the same way we do on the Donatos app, {GF, left half pepperoni, ***ht half chicken & sausage, cut in pie shape, well done). Even repeated the order twice myself and had ***** read it back to me again.
We pick up the pizza as planned, it looks great and we start to eat our pizza in the parking lot of Donatos, High Street, Dublin. After a few bites, it occurs to us both, we're eating a pizza made on a crust with gluten. She starts spitting it out but it's too late for that, (luckily, she only had mild repercussions the following day as a result of this error but it could've been much worse had we continued to eat) .
Upon re-entering the store, I ask my girlfriend to record our visit as we're greeted by ***** & expecting similar resistance we received from **** @ Bethel Rd. ***** immediately became defensive assuring us our pizza was well done & cut properly. I agreed with that part but as soon as I tell him our pizza isn't GF, his eyes got so wide. We knew at that moment the kid made a mistake that he couldn't undo. I asked him to bring the manager up to discuss the problem.
While we're waiting several minutes for the manager, we can see ***** in the back discussing it with the individual we soon learn is the manager on duty, "***". *** seems to not care a whole bunch about the error and while we were reviewing these events with ***, we' re interrupted by another person claiming to be a manager, (female, white, long dark hair, tattoos), who was nasty to us immediately upon entering the conversation .
Then, they teamed up on us. Turning the whole thing around on us, talking over me, telling us ***** is just a child, they're all doing the best they can, they can't be accountable for a mistake like this and that I was being unreasonable. *** even cursed during this interaction and the other manager yanked the pizza off the counter, pointed at me, told us to leave and that Donatos doesn't want our business anymore.
I understand people having bad days and COVID has made life more difficult for everyone. I've also been understanding to all of the restaurants we frequent, most are slower than normal and make a mistake or 2 from time to time but thankfully the other restaurants haven't made a mistake like a food allergy mistake and when they do make a mistake, they don't keep making that same mistake over and over nor do our other restaurants EVER make us feel like our business doesn't matter to them...the way ****, *** and her counterpart have made us feel about the business we bring to Donatos.
The problems are serious and need addressed, especially when multiple locations of the same restaurant we visit have gotten this careless, this classless, we felt, as did my brother, Donatos needs to know.
Business Response
Date: 05/18/2022
Hi *****,
We are so sorry for the experiences you have had with 2 of our locations. This is unacceptable and I promise we will report this to the General Manager and People Services Manager. It was so nice speaking with you today! You are family and we would never want to lose your business.
THANK YOU! ******
Customer Answer
Date: 05/19/2022
I accept the business's response to resolve this complaint. It is important to note, although we've agreed to close the complaint, Donatos Director of Customer Service could not assure me this sort of managerial behavior would not be a issue in the future. However, the Director of Customer Service was able to assure me, an investigation would be conducted, the managers referenced in this claim would get a good coaching and she further assured me, our business is important to Donatos, (and if we return to dinning with Donatos, it's this Director who saved our business).
Initial Complaint
Date:05/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered two pizzas from Donates Pizza located on 2922 Noe Bixby Road in Columbus Ohio at 7:25pm today 4/30. My order was delivered by **** - Door Dash rep phone number ###-###-####. He called and left a voice mail message half way to my house saying he was bumped and dropped one of my pizzas and it was destroyed so he was coming to bring only one pizza. I asked how was this going to be resolved and he said just call Door Dash and they will refund you. The order was placed through Donato's however. When he arrived he did not have my receipt and gave me my pizza and told me to call ###-###-####. He was rude and had no care for what he did. I called and was transferred to another line where NO ONE picked up to address my issue. I filed a complaint with Door Dash via BBB and was advised that Donatos was responsible for refunding me. I paid for a pizza and gave a tip and driver charge for only half an order. I am demanding a refund of my pizza $7.51, the Delivery Charge $4.49, and the Driver Tip $3.15. I also have a MP3 of the voice mail message where the driver admits to dropping half my order but this portal will not allow me to upload it here.Business Response
Date: 05/03/2022
Hello *********! We are so sorry! It is not your responsibility to call Door Dash when you ordered from us! The Manager should have taken care of you that evening. I see you sent a note to the location and they did not reach out to you. I am refunding the whole order for you for the inconvenience we caused you! $27.32. It will take 3-5 business days for the charge to disappear from your account. We use Door Dash because we have trouble hiring our own deliver drivers. Normally they do a good job but they really disappointed us and you this time. Thank you for reporting the issue. I am sorry you had to go to the BBB to get a resolution. In the future, feel free to call our customer service team! We would be happy to help you!Customer Answer
Date: 05/03/2022
I accept the business's response to resolve this complaint. Attached is the voice mail message left by the door dash driver as well.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.