Complaints

This profile includes complaints for Donatos Pizza's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Donatos Pizza has 187 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Donatos Pizza

  935 Taylor Station Rd Columbus, OH 43230-6657

  
• 

  Donatos Pizza

  527 Hebron Rd Heath, OH 43056-1442

  
• 

  Donatos Pizza

  350 Norton Rd Columbus, OH 43228-1731

  
• 

  Donatos Pizza

  2922 Noe Bixby Rd Columbus, OH 43232-5262

  
• 

  Donatos Pizza LLC

  3044 Dixie Hwy Edgewood, KY 41018-1826

The 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:10/03/2024

  Type:Product Issues
  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 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

  Date: 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

  Date:09/09/2024

  Type:Service or Repair Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date:09/06/2024

  Type:Customer Service Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date:09/05/2024

  Type:Delivery Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date:09/02/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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!

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  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.

  Driving by Donatos I saw their marquee advertising a special on pizza. I stopped and ordered a large pizza with three items. It included ground beef, mushrooms and banana peppers. When I got home we had a large pizza with old dried ground beef, pepperoni and a few mushrooms. We had one piece and threw the pizza out. On the other hand, the employee was very nice.

  

  Business Response

  Date: 08/23/2024

  We are very sorry this happened *****!  In the future, please call the Manager to let them know! They could have remade it for you on 8/16. I am glad the associate was nice!

• Initial Complaint

  Date:08/17/2024

  Type:Billing Issues
  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 August 16th Donatos charged me $15. I did not make nor authorize any type of purchase or payment for this amount. And this charge does not appear in my order history. I only placed a single order that day and the total was $25.59. I am attaching the charges showing up on my bank, the order history for the 16th, and the receipt for the single order of $25.59 I placed on that day.

  

  Business Response

  Date: 08/20/2024

  Hi *****,

  I am sorry for the scare we gave you!  You should only be charged $25.59.  Some banks show our discounts as charges!  Your discount was $15. Please check your account in 3-5 business days and the charge should land at $25.59.  I am very sorry about this!  If you have any questions, you are always welcome to call our Customer Service Department at ************* *********). We can answer your concerns!

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date:07/02/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/19/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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.