Complaints

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

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  Donatos Pizza

  935 Taylor Station Rd Columbus, OH 43230-6657

  
• 

  Donatos Pizza

  1059 N 21st St Newark, OH 43055-2956

  
• 

  Donatos Pizza

  6310 Prentiss School Pl Canal Wnchstr, OH 43110-2037

  
• 

  Donatos Pizza

  5388 N High St Columbus, OH 43214-1117

  
• 

  Donatos Pizza

  1000 Thurman Ave Columbus, OH 43206-3134

  

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:06/19/2024

  Type:Delivery 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.

  We ordered a pizza over an hour ago, it never came and now they are closed.

  

  Business Response

  Date: 06/21/2024

  Hi ****,

  We are SO sorry and embarrassed this happened!  The location did not have a delivery driver and the Manager forgot to call you!  I reported this to the District Manager and he will speak to the team at this location about this issue.  He is adding a $20 credit under your phone # for your next visit for the inconvenience.  You will have to call to place the order. You can order whatever you like and $20 will be deducted from your total.  I hope you will forgive us for this issue.

• Initial Complaint

  Date:06/16/2024

  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 cauliflower no pizza sauce olive oil base meat lovers pizza. I picked up the pizza. When I got home pizza and pizza sauce and appeared to be on regular crust. I called the store back three times with no answer. This is the third time I have picked up my order and gotten home and it's wrong. It's frustrating to pay for something you didn't order and unable to get the problem fixes.

  

  Business Response

  Date: 06/18/2024

  Hi ******,

  We are so sorry for the issues! I am refunding your charge from 6/16. It will take 3-5 business days for the charge to disappear from your account. You mentioned that you pick up your food.  In the future, you might want to check the food since you have had so many issues.  Then they can refund or remake the food for you right away!  I will forward your complaint to them so they can work on training associates to read the tickets.  Please forgive us for the lack of service you have received.

  Customer Answer

  Date: 06/27/2024

  [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:06/05/2024

  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.

  I placed an order for delivery on Tuesday June 4, 2024 at the ***** ******* ********* **** location, I payed by credit card ending in ****. After waiting for an hour I called and was told it was placed in the pickup Category and that if I wanted delivery I would need to pay again but that the first charge would be removed.
  
  The first charge was not removed. I do not wish to pay twice and wish a refund

  

  Business Response

  Date: 06/06/2024

  Hi *****,

  I see you accidently placed the order for pick-up and the 2nd order that we placed for a delivery.  They cancelled the transaction, but it takes up to 7 business days for the refund to disappear from your account.  I am sorry they did not tell you this!  The 2nd order was refunded. Thank you for ordering!  

• Initial Complaint

  Date:04/27/2024

  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.

  on 4/27/24 I ordered a pizza and picked it up. (I had to wait close to 10 mins. before anyone acknowledged I was at the window). When I got home the order was wrong and tasted horrible. I called the store (and waited on hold for 20 mins before a manager could bother to answer the phone) to ask them to replace the pizza with the correct order and to deliver it to me since it was their mistake. The manager said they couldn't deliver it because I had picked it up originally. Since it was their error I strongly feel they should have replaced the error with the correct food and brought it to me. The manager was rude and nasty and the service was horrible. Won't be ordering from them again.;

  

  Business Response

  Date: 04/30/2024

  Hello ********,

  We are so sorry for this issue. I heard our District Manager called and spoke to you about this!  If you need further assistance, please let us know.

  Thank you for your patience!

   

• Initial Complaint

  Date:04/23/2024

  Type:Product 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.

  This is the worst customer service I have ever received. **** is the rudest customer service manager I’ve ever encountered. My pregnant wife came through the drive through and picked up a pizza and it was terrible. Undercooked and the onions were raw. She asked for a refund and was denied. She was only offered a credit. So being pregnant and not wanting the stress I called the store and expressed my displeasure with how he spoke to my wife and how she was treated. And he actually laughed at me and told me to come back when the district manager was there. I have the call recorded. I need a refund for my order. Not a credit and on top of all of that they took the pizza back!!!

  

  Business Response

  Date: 04/24/2024

  Hello *****,

  I am so sorry this happened and would be happy to help resolve this issue. Can you forward the DATE, LOCATION and ORDER#? If you did not get a receipt, what phone # was used to place the order. I could not find it under your information. Once I have this information, I can find the order and take care of your refund.  Please let your wife know we are very sorry and this will be reported to ****'s Manager and District Supervisor.  This behavior is unacceptable!  This is not how we train our managers to handle issues! I am glad you let us know!

  Customer Answer

  Date: 04/24/2024

  I couldnt find another way to write out a reply without rejecting the response. But its actually under my wifes name.

  ****** ******** ,   

  **********,

  Picked up at 8:57pm, total $20.49.

  Email: request_*******icloud.com

  If you have any other questions please contact me at **********

  
  

  

  Business Response

  Date: 04/24/2024

  Thank you *****!  I found the order and requested the refund for you!  It takes 3-5 business days for the charge to disappear. I called the District Supervisor and told him how **** handled the situation. He said **** is fairly new so this gives him the opportunity to coach him on how he could have handled the situation better and what our standards are when we assist customers.  We are so sorry about this and are glad you reported this to us!

  Customer Answer

  Date: 05/09/2024

  Consumer indicated by phone that he received his refund and all is good.

• Initial Complaint

  Date:04/14/2024

  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 delivery from the 1508 Cassidy Ave Columbus Ohio 43219. We then called the store to report the problem and was rudely told there was nothing they could do. I had to then pay an Uber driver to bring me to the store to return the damaged goods. The problem was there was ants crawling out our pizza box an it was disgusting. I don’t know why a phone call to a store manager could not resolve the matter. I had to physical come to the store and return the order because the delivery driver had ants coming out of the boxes of pizza. So please be kind to include my Uber expense to the store as well. Every customer isn’t the same. This is the first time I’ve ordered from this location and it was not my fault

  

  Business Response

  Date: 04/16/2024

  Hello Ms. ********,

  I am sorry you feel you had ants coming out of the pizza box. We take complaints like this very seriously and needed to see the product. We have not gotten any complaints about ants or insects in our food. You must understand this is a serious claim. When you arrived, our Manager looked at the pizza and did not see ants nor did you point them out to him. He offered to remake both pizzas for you and you agreed to it.  There was no mention of an Uber Driver or a refund when you arrived.  We feel the issue is resolved because we remade both pizzas for you.

• Initial Complaint

  Date:03/17/2024

  Type:Product 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.

  On 3.16.2024, on visit the Donatos Pizza #3 at 1181 Mt Vernon Ave, Marion, OH 43302 at 4:56 pm. I paid $41.26 for a large pizza with onions, sausage and pepperoni. The young man carried the large pizza to our table. Never said a word. When I went to take a bite out of the firstr slice, all the hot cheese came out the slice of pizza and burnt my chin. The young man should have gave us a warning that the pizza just came out of the oven and was extremely hot. The burn blistered, like a sun burn. I have pictures of th burn.

  

  Business Response

  Date: 04/03/2024

  Hello ****,

  We are so sorry that this happened to you at our restaurant.  We wish you would have asked for a Manager when this happened so we could have taken care of you on March 16th and been informed about the issue. When you dine in at Donatos, our pizzas are baked and delivered to your table hot and fresh out of the oven. I am sorry that the cheese burned your chin.

  Could you provide me with the Order # from your receipt that day?  This will help us to assist you with this matter. Thank you!

  Customer Answer

  Date: 04/15/2024

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

• Initial Complaint

  Date:03/10/2024

  Type:Product 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.

  Ordered a huge order thru the business, they had door dash deliver which I didn't like. Driver not once responded. Called store and they said driver picked me order up which driver didn't mark picked up until 15 minutes later, subs all was way too toasted, pizza crust too. Kids couldn't eat it. I spent alot of money just for it to gp to waste.

  

  Business Response

  Date: 03/12/2024

  Hello *****,

  I am sorry you had an issue. I see that you ordered at 4:55 p.m. and the order was promised at 5:44 p.m.  I have an alert from Door Dash that they delivered the food at 5:40 pm.  I know you called the location because you got the text earlier and were concerned. The Manager said she explained the reason why we use Door Dash and that they would be arriving shortly.  The Manager told me they did not get another call from you that evening about product issues.  I see you sent an e-mail to them 2 days later on 3/6 stating a problem with the product.  Our Manager reached out to you by e-mail on 3/7 offering a $10 credit for the inconvenience.   I am sorry you felt there was a product issue and had you called when the food arrived on 3/4, we could have remade it and sent it back out to you.  I will refund 50% of the order and keep the $10 credit in the system for your next visit.  The credit is under the phone # ending with ****.  Thank you!

  Customer Answer

  Date: 03/12/2024

  employees was rude to me this whole time,  wasn't emailing me back after their first response.  Never called me back. Wouldn't replace the food we didn't eat. 
  

  

  Business Response

  Date: 03/21/2024

  Hello *****,
  I have spoken to the staff
  and the Manager said you called about us using Door Dash to deliver the food.
  She explained why we use Door Dash and our records show it was delivered in a
  timely manner. If you had called after the delivery to let us know about the
  product issue, we would have remade the food quickly for you. We did not know until 2 days later. Our offer of a 50% refund
  ($38.71) and the $10 credit that Manager offered you on 3/9/2024 still
  stands!  I am refunding $38.71 today and you will see the charge change in
  3-5 business days. Thank you!
  

  Customer Answer

  Date: 03/21/2024

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

• Initial Complaint

  Date:02/15/2024

  Type:Billing 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.

  On 2/11, I ordered pizza from Greenwood Donatos, as previously submitted. Upon paying with my debit card, the screen had options for tipping. I had no intention of tipping as we did not dine in and I picked it up. I attempted "no tip" by touching that option several times but nothing happened so i continued with the transaction. I got the pizzas and left and only later did I discover that a tip of $10.66 was added. I did not authorize that tip. I feel that's fraud. I called and talked to the manager this morning, he said there's nothing he can do besides a credit. I will NOT go back there. One pizza was burned, also.
  He proceeded to hang up on me. I feel I should get a refund of that tip.

  

  Business Response

  Date: 02/16/2024

  Hello *****,

  I am sorry for the issue.  A tip is appreciated but not expected for pick-up orders. We ask that question mainly for delivery orders.  We apologize that you clicked on "NO TIP" and it did not work for you. Did you mention this to the associate when you placed the order at the counter when it happened so they could adjust it for you?  I am sorry the Manager was not helpful. I will refund the tip today ($10.66). It will take 3-5 business days for the charge to change.  Thank you!

  Customer Answer

  Date: 02/24/2024

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

• Initial Complaint

  Date:02/09/2024

  Type:Delivery 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 Saturday February 3rd we ordered a 10" Founders Favorite, a 7" Hawaiian, a side salad and an order of bacon cheese bread with ranch instead of marinara. Our total with tip & delivery was $45.64 (without tip the total was $40.35). We were told the order would arrive at 7:55. At 8:13 it had not arrived so I called to check and was told that our order had just left with a driver. It is about a 10 minute trip from the restaurant to our home. We didn't get food until 8:30. 35 minutes late. We didn't receive the 10" Founders Favorite at all, the 7" Hawaiian was both burnt and cold, the bacon cheese bread was cold and under cooked (doughy) and we didn't get the ranch we instead got marinara. The only thing worth eating was the side salad. My wife called the store and was told they could make the missing food and bring it to us but they did not have a delivery driver available so it would be about 45 minutes. My wife then explained the other food issues and was told the manager wasn't there that they had to step out but when they got back we would get a call to discuss what they could do. After not getting a return call for 2 days we went onto the Donatos website and submitted feedback and requested someone contact us. Almost a full week later and we have not heard from anybody. We would like a full refund for the food.

  

  Business Response

  Date: 02/09/2024

  Hello ****, I am so sorry for the issue and will research this for you.  I have tried to find the order under your name, phone # and e-mail address and cannot find an order for you!  You did not mention which location you ordered from.  I went through our feedback forms and do not see one that was sent with your name.  Please let me know the location and order #.  I promise to help you with a resolution.