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

  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:01/30/2024

  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.

  First off, I picked up an order 1/30/24 from Donatoes location at Andover in Lexington, Ky around 9 pm. I ordered online and picked up at drive thru window at location. Got home to find the pizza undercooked to the point of eating raw dough , which is a health concern as well as a waste of money on a nonedible product. I also ordered a ham and provolone sub which was drenched in so much Italian dressing it was not edible either. I would like a full refund for this order.
  
  This brings me to my second issue. About a week and a half ago or so I sent two complaint emails to Donatos online customer service, as well as made a phone call to the restaurant and spoke with the manager who was most unhelpful in an order that I had placed online to be delivered that I never received. After an hour for an order that was supposed to be there in 30 minutes or so I was told the order had been sent to DoorDash but they didn’t know why that happened since they had a driver that evening. I kept waiting for the charges to drop off my credit card and they did not drop off. They posted to the account. I need a refund for this order process immediately as I did not receive this product I emailed customer service went through the complaint, submission form and never received any word back. I was not contacted back And I was very unhappy with the customer serviced after the sale that I have received. We order a lot from this Donatos several times every week, and as of late have been very disappointed with the service and the quality of the food which had been wonderful to start with, so we are very disappointed with this. The charges for to my Capital One card for this order needs to be refunded.
  Lastly, Donatos has a terrible method of being able to contact someone with a complaint. Their customer service compliance submission form is a I have not had one person contact me back when I have submitted anything via that form and it is the only option that you have on the website.

  

  Business Response

  Date: 02/01/2024

  Hi *****,

  We are so sorry this happened!  You are a very good customer, and we want to make this right!  We tried to call you a few times and I are hoping you got our Voice Mail.  We are refunding the orders for you!  We also added a $50 credit for the inconvenience. I hope you will forgive us and give us another chance!  The credit is under your phone # at the location. You will need to call to use the credit.  The refunds will take 3-5 business days for the charges to disappear from your account. Thank you!

  Customer Answer

  Date: 02/01/2024

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

• Initial Complaint

  Date:01/23/2024

  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 continue to have issues with the Miamisburg/Wear Carrollton. Each time I provide feedback that goes unanswered. My most recent was Monday January 22nd. Food quality, extremely hard bread. Incorrect items on order, missing or incorrect. Out of the past ten orders, 8-9 are incorrect.

  

  Business Response

  Date: 01/29/2024

  Hello *******,

  I have been told that your last order has been refunded. It takes 3-5 business days for the charge to disappear from your account.  Thank you!

  Customer Answer

  Date: 01/29/2024

  I have spoken to a manager. This has been refunded, it will take 5-7 business days. So I do accept, and consider this matter acceptable and closed. I accept the business's response to resolve this complaint.
  

  Customer Answer

  Date: 05/20/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties

  
  

  I am no sure why I keep trying. Every time I order from here it's a nightmare. My last order was a disaster. Reported. Received an email for a $12.99 credit. Called the local store, today, 05/18/2025 1st guy answered, he had zero phone etiquette. Requested a manager, he too did the EXACT same thing!

  

  Business Response

  Date: 05/21/2025

  Hello,

  I am sorry you continue to have issues with your local Donatos.  We ask our associates to be polite on the phones.  I hope your food was acceptable other than the poor phone skills.  We appreciate your feedback.

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21184911
  
  I am rejecting this response because: 

  Wasn't able to order. Spoke with two individuals. Same outcome. Still have a 12 credit that needs used!
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 05/30/2025

  Hello,

  I am very sorry!  When you call the location to use your credit, please ask for a Manager and they will make sure your credit is redeemed. I am sorry about the issues you have been having. 

  Customer Answer

  Date: 06/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21184911
  
  I am rejecting this response because: I haven't been able to redeem my credit. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/05/2025

  Hello,

  I am very sorry!  When you call the location to use your credit, please ask for a Manager and they will make sure your credit is redeemed. I am sorry about the issues you have been having. 

   

  
  

  Customer Answer

  Date: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21184911
  
  I am rejecting this response because: 

  I have attempted twice, now this last time they wanted to charge me for delivery. Maybe I should contact corporate.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/10/2025

  I have responded to this man a few times. He has a credit to use and I have instructed him on what to do. I don't have any other answers for him. How should I respond when I have told him 2 or 3 times what to do. He has a credit that may not cover a delivery charge.

• Initial Complaint

  Date:01/03/2024

  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.

  Hello I order from this place last night our order was 2 hours late it was ice cold and was even brunt. The same night last night I sent them a email stating what happen and how I would like my money back. We did order our food at 3:49 and it said we would get our food by 4:19 pm I thought that was great. We didn't get our oder tell 6 pm. So i did send the email and got a call form the Assistant manager who was willing to give me my money back he said either call back that night or tomorrow to speak.to the General manager and let them know how that I would like my money back it takes 3 to 5 busses days. We called today and the General manager was very rude and very disrespectful I was very disappointed. I told him what the other Manger said he said he wanted a name I got the name which seem to make him even more mad when we gave it to him. He try to call me a liar and said the food was only 45 to 50 mins late no it was not trust me I have the email and the voice mail to prove all of this. Then he said will we Only do store credit for that much i don't think there was that much wrong with it. We said no we would just like our money back like we was told it would be. He also said he was going to yell at his Assistant manager for telling me i can get my momey back. He hung up the phone on my mom he was very Unprofessional and I'm scared to see how he treats others even the ones who work for this guy. He was so rude it made my mom cry her eyes out. I want what I was told I can get and that's my money back.

  

  Business Response

  Date: 01/04/2024

  Hello *******,

  We are SO sorry this happened and how our Manager treated you! Your food was clearly over an hour late and he should have refunded your money the night it happened.  I promise you I will refund the total today. It will take 3-5 business days for the charge to disappear from your account.  I have reported this incident to the District Manager for follow-up with this store team.  I see that you are a Rewards Customer so I added a free large 14" pizza into your account for the inconvenience.  This pizza can be redeemed at ANY Donatos location.  We are so sorry this happened!  Thank you for reporting it to us!

  Customer Answer

  Date: 01/04/2024

  I accept the business's response to resolve this complaint. Thank you so much. I have never had this issue before it really means a lot to me to have it taken care of.  Let me just add that the Assistant manager at this store was amazing and great and he did a great job. it was the General manager that we had the issues with. I don't want the Assistant manager to get in trouble for what the general manager did.

• Initial Complaint

  Date:01/01/2024

  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.

  A few weeks ago I placed an order at Donato's and somehow got signed up to receive offers via text (something I did not opt into). Since then, they have been sending me texts frequently. I have tried to opt out 4 times. They have claimed I have opted out 4 times and then kept sending me texts.
  
  I went onto their website and opened up my account and tried to turn off the settings that way, but there was no Save option. (I closed out and went back into my account to check, and sure enough all of the settings were turned back on. There is no way to make the changes stick.)
  
  As far as I can tell it is impossible to actually opt out of this. That, I believe, is illegal -- and if it isn't it's still something other potential patrons ought to know: if you order at Donato's, they will harass you endlessly and you will not be able to get out of it.

  

  Business Response

  Date: 01/04/2024

  Hello *****,

  I am sorry about the issue with unsubscribing from our communications. It does take a few days for the action to be completed. I reviewed your account and see that you did sign up for our Rewards Program and have been receiving e-mails and texts from us. I see we sent you an e-mail in August offering a $5 reward that you opened and was able to enjoy on 8/7/2023. I see that you opted out of both texts and e-mails just recently.  We are very sorry that you felt harassed and will not send any further Commnications to you by e-mail or text.

  Thank you for your patience with this matter.

  Customer Answer

  Date: 01/09/2024

  I accept the business's response to resolve this complaint, though I am concerned that they don't seem to think they need to make any changes on their end.  The website still does not save changes and their text response does not tell you to expect it to take a week to unsubscribe.  I felt like the business seemed more concerned with saving face than actually making it right, and I thought their written response was condescending.
  
  

• Initial Complaint

  Date:12/21/2023

  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.

  Around 2 months ago I ordered a large half/half pizza. Half pep and mushrooms and sausage and onions with x sauce. Got pep and mushrooms and sausage onion and mushrooms. Called and nothing was done. I can't stand mushrooms so dinner for me was over. So ordered the same thing and they messed it up again even though they read it back to me. Spending over 20 dollars and not getting what I ordered is not cool. I would like my money back or something. I live down the street for it but I don't drive.

  

  Business Response

  Date: 12/22/2023

  Hello ******,

  It is very hard for me to go back 2 months to resolve an issue.  Did you call the location when it happened so they could rectify the issue?  I am looking back on your orders and see that you have ordered 2 subs each time for a few months.  I don't see 2 orders with pizzas on them. We will need more information.. 

• Initial Complaint

  Date:12/03/2023

  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.

  Date: 11/26/23
  
  Donatos in Lebanon charged me for delivery service and a tip on an order I picked up. After ordering delivery, waited for an hour and thirty minutes before calling the establishment. They told me they had no delivery driver and that I'd have to come on site. I asked if I came on site if the tip and delivery charge could be waived. They said yes. However, they never facilitated the refund. When I called Donatos back a week later, I was provided a service number for customer service that was no longer in service. I filed an email complaint and now and seeking reconciliation through the BBB.
  
  Thank you.

  

  Business Response

  Date: 12/06/2023

  Hello ****!  I forwarded your information to the Franchise Partner of this location. They told me they reached out to you and refunded the money.  We are so sorry it took so long for them to take care of you!  Happy Holidays!

  Customer Answer

  Date: 12/06/2023

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

• Initial Complaint

  Date:08/03/2023

  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.

  As I was in the neighborhood of Donatos location, 4238 Morse Rd., Columbus, OH 43230 I placed an order 7/31/23 - hand-tossed med size pizza and left with it to go to visit family. I was shocked when we opened the box and found that it looked reheated. The crust very, very hard, cheese was burnt. We found it impossible to eat so I threw it away. As a Rewards member with this business I decided to call and report it to them. I spent over $13 on this impossible situation and then I was treated unbelievably. I was asked if I was a Rewards member which I confirmed. I was asked why I did not take it back to the store which I repeated that I was just passing by that location - not near her home and did not return to the location with the inedible product. I also did not think to take a picture of it with my phone as I am not of an age that taking a picture of food is relevant. The person that answered the phone offered me only a $5 credit on my rewards program since i did not have any proof which I found to be utterly insulting. I want a refund for my purchase price because it was in such awful shape and looked like it had been sitting somewhere for quite a while.

  

  Business Response

  Date: 08/08/2023

  Hello *******,
  I am sorry this happened.
  When a customer has a complaint, we must ask questions regarding the issue. We
  only refund orders if the product is returned. We must see what we did wrong to
  resolve the issue. When customers call after the fact, we try to offer
  something. That is why we asked if you were a rewards member. A $5 reward was added
  to your Rewards Account that can be used at any location in the future. Thank
  you!

  Customer Answer

  Date: 08/10/2023

  I pressed the proceed button before I  responded  on the reason why I rejected the offer that was given to me. I would like to add that now.  I rejected the $5 offer the first time it was offered this is the second time it has been offered.   I spended $13.79 for a pizza that I  couldn't even eat. So $5 is not doing me any good. I would still have to put more money to that in order to get another  pizza. So Donato is still getting over. Donato is getting more money while I'm putting out more money with out being satisfied the first time. Being a senior I'm not thinking about taking a picture of the pizza.  That's for today's generation. You talk about that's the only way you can correct the problem. If that's the only way you can correct the problem, you have a bigger problem. I wish I did think about taken a picture. I would had put it on social media for the world to see. The only way you can make this right for me is to give me a coupon for another pizza or my money back. If I lived in the area that I bought the pizza from I would had took it back.  Since I didn't I threw it away. It seem like you don't believe this happen, believe me I have better things to do than to make up a story about a $13.79 pizza.  Obviously you care more about money than customer service.

• Initial Complaint

  Date:07/27/2023

  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.

  Friday July 21 I ordered a pizza, wings and a salad. It arrived an hour and 15 minutes later. The pizza was cold, salad wilted, and wings rubbery. I called the store and complained. They started they would issue a refund. On July 23 the amount was charged to my accounts. I called the store Tuesday July 25, explained what had happened and inquired about the refund. “******” stated I would have to get a refund from my bank and it wasn’t Donatos problem. When I asked to speak to a manager, she refused. I called the Madison office and explained the situation and they told me that they could not help but would call the store and speak to the manager and it would be taken care of. It is now July 27, and there is no resolution.

  

  Business Response

  Date: 08/04/2023

  Hello *******,

  Thank you for your patience!  The Franchise is happy to refund this order.  They said they had power issues during the storm and it caused back-ups of baking and delivering product.  We take full responsibility for the issue and appreciate that you let us know!  It takes 3-5 business days for the charge to disappear from your account.  I hope you will forgive us for this issue.

  Customer Answer

  Date: 08/04/2023

  [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,
  
  
  
  ******* *****

  Customer Answer

  Date: 08/28/2023

  Consumer filed a duplicate complaint which has been closed invalid, containing the following information:

  I filled a complaint weeks ago. The resolution was getting a refund, I still have not received it! My complaint was about food being delivered an hour and a half late, in which the company replied, it was because of a storm. The food was also cold and disgusting. You agreed at the time of service that you would issue a refund. I filed a complaint and you stated you would issue a refund. Where is the refund you agreed to?

  

  Business Response

  Date: 09/06/2023

  Hello *******,

  We are SO sorry! I heard our Franchise Partner personally visited you today and reimbursed you for this order.  Please forgive us for this issue!  Thank you for your patience!

  Customer Answer

  Date: 09/14/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  ***** ********

  ****** ******* ********

  Donatos Pizza

  Sep 14, 2023 2:15 PM

  
  

• Initial Complaint

  Date:06/19/2023

  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.

  Transaction June 19 2023 ORDER #99 (online)
  Amount of Money spent $22.30
  Committed to provide Order was for 2 Subs 2 Cookies
  Nature of Dispute The Order online was made I checked my order over and sent it in online. the order was picked up at the drive in window Bag sealed. Credit card used. Returned home with Subs they were not what was ordered. Subs were wrong type. Cookies were Not in Order. Marion Donatos called talked to manager. He said to bad on the subs online orders are never wrong and not one order in the history of Donatos has ever been wrong so I did it wrong. I told him fine I see you will do nothing about the Subs so I will eat them but I want a refund for the food I did not get. He told me he has no idea if they stock the food and or my not have it in stock. He never offered to refund my money for the food not given I ask for a refund for the Cookies he would not address the issue other then to give excesses and justify how this could of happened.
  DID they try to resolve the Problem? NO they hung the Phone up on me.
  Account/Order/Tracking Number Order #99 on 6/19/2023 Store #35
  
  Refund of Money For Cookies They take for food online they do not remove from Total $ amount they charge at the Drive-up window knowing they do not have the food ordered but still charge you for it. UNDERSTAND I PAID at the STORE NOT Online. I could see this if it was the other way around. This is Fraud and Theft of Service when they have to read the order at the store to fill it and review it and Never once remove Items out of stock or Not Served at the Location but offered online and Charge You for it at the Window for Pickup. Subs total $19.30 Cookies Total $3.00 Total Order amount $22.30

  

  Business Response

  Date: 06/26/2023

  Hello ****,

  We are so sorry about the issue with the missing cookies and the rudeness of our manager.  The owner of this location will be refunding your whole order for the inconvenience.  The charge should disappear in 3-5 business days. You gave us good feedback and they will be able to speak to their associates about how to better handle customer issues.  We appreciate your patience!  

  Customer Answer

  Date: 07/05/2023

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

• Initial Complaint

  Date:06/11/2023

  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 ordered pizza and wings that were over 45 minutes late. Donato’s sent me an email stating my pizza was “out the door” at 7:02, never received the food until 7:45. I called the store AND ******, the delivery driver. No one answered the phone and I attempted to call both approximately 30 times! Once I received the food it was flipped around in the box and COLD! Not to mention nothing had a safety seal and god only knows what the delivery driver did with my food for 45 minutes, he sure didn’t answer his phone or the many text messages I sent! I tipped him $10 additional to the $4.99 delivery fee. I didn’t eat my disgusting cold food so I don’t feel I should have to pay for it. This business is poorly managed. Not one person picked up the phone for over 20 calls. If they treat their customers this way imagine how they manage other aspects of their business such as old food, storage, correct temperatures, etc.. YUCK!!

  

  Business Response

  Date: 06/16/2023

  WE ARE SO SORRY *******!  And thank you for the detailed information and pictures!  I will be able to forward this to the Area Manager.  I will be refunding the whole charge for this disappointing delivery.  It normally takes 3-5 business days for the charge to disappear from your account.  Thank you for reporting the issue!  You can also reach out to our Customer Service team for assistance at 1-800-DONATOS in the future!  We would have taken care of this quickly for you!

  Customer Answer

  Date: 06/16/2023

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