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:05/24/2023

  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.

  Ordered a pizza and boneless wings from their Symmes Township, OH location on 4/1/23. When the pizza arrived, it was relatively cold and doughy, and the chicken wasn’t served as advertised (sauce on side). Was very disappointed, so I reached out to customer service and received a response from their GM’s boss offering a credit in the amount of $34.67. I called two weeks later to redeem said credit, but was told by the employees there was nothing on file. After my wife read the email we received verbatim to the person who answered the phone, they found the credit. Second pizza ordered was the EXACT same issue, cold and doughy. I IMMEDIATELY wrote an email back to the representative who originally emailed and was told I would be able to call the store the next day to speak with the GM to have a credit in the amount of $34.67 (this is minus the $15 in tips I provided between the two visits). My job didn’t allow me the benefit of time to contact their GM, and I have reached back out to this person three times with now with no response.

  

  Business Response

  Date: 05/30/2023

  Hello *******,

  We are sorry for the product issues. The General manager said she reached out to you to talk about the 2nd issue.  Do you recall getting an e-mail from her?  She was going to offer a refund but wanted to discuss the product and what you experienced since she initially gave you a credit after the first issue.  It is our product and she wanted to ask a few questions. We will refund the first order. It takes 3-5 business days for the charge to disappear. 

  Customer Answer

  Date: 05/31/2023

  I didnt necessarily want to reject the answer, because I appreciate the answer. I just wanted to clarify.
  

  ****** did respond initially, and did tell me to get ahold of ***** the next day. I was unable to, as my workday was 3:45 am until 10 pm between two jobs. I had responded and told her that was the case, and received nothing from the first response on. I’ve wanted to just close this through her, get a refund, and I’ll not order Donatos from this location ever again, but she chose to stop answering. I am and will be very thankful for a refund, and I apologize that it was taken this far. I expected something other than radio silence from the regional or whomever is in charge. Thank you,

  
  

  

  Business Response

  Date: 06/01/2023

  I am very sorry about the lack of response!  I have already spoke to the Franchise Owner regarding this matter.  Thank you!  

• Initial Complaint

  Date:02/25/2023

  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.

  **** ******** Cir N, Columbus, OH 43229
  
  ORDER ********
  $42.98
  
  Will NEVER order from this location again! Order was an hour late. I had to call over 10 times before someone answered. They have the most unprofessional staff EVER! The first person who answered asked for my number after I inquired about my order and told me to hold one second! 5 minutes later someone else picked up the line and I told them I already spoke to someone that was supposed to get back to me. Their exact words were “What you call here for!?” I had to explain again I was waiting for an order that’s over an hour late! I was told it just left and will be here in 10 minutes. I said thank you and he replied “Yep!” And hung up. My order NEVER SHOWED UP! I want my money back and the staff needs to be trained better! They are so unprofessional and have poor leadership!
  
  I wish I would have read the reviews on Google maps before I spent my money here.

  

  Business Response

  Date: 02/28/2023

  Hello ********,

  We are very sorry for the inconvenience.  We use a 3rd party delivery service (Door Dash) to deliver our food when we do not have a driver available during a shift. The 3rd party company is taking full responsibility for not delivering your food.  We are refunding the charge of $42.98 and it takes 3-5 business days for the charge to disappear. We are very sorry for the rudeness of our associate when you were trying to find your order.  We have added a free 14" large one topping pizza into your rewards account for the inconvenience. Thank you for your patience!

   

  Customer Answer

  Date: 02/28/2023

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

• Initial Complaint

  Date:02/13/2023

  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.

  This company uses ***** for their delivery service. I placed and paid for 2 subs at 4:15 pm on 2/10/23. It was set to be delivered at 5;30 pm. At 5:42 pm I received a text message that my order was canceled because it was a duplicate. Confused I called Donatos to find out more at 5;54 pm. That was the soonest I could because I was out walking my dog. The staff member said I placed a different order adding 2 pizzas to the 2 subs. But I didn’t do that. I was outside walking my dog. I have three neighbors that can testify to that. I also have a ring device to show my comings and goings. While I’m on the phone trying to fix the mistake. My two subs are delivered. The staff member comes back in and says you have to contact *****. We aren’t allowed to cancel the order. Dutifully I hang up and immediately call *****. They say they can’t do anything unless the store says the order was canceled. Which I already tried to do. Now I’ve been charged $50 for a second order I did not receive any food for. I have phone records and text messages and ring videos. They still refuse to give me a refund. Please help.

  

  Business Response

  Date: 02/13/2023

  Hello *****,

  I got your complaint and spoke to the Manager of our location and our representative at ***** regarding the orders in question on 2/10/23. As our manager tried to explain to you, you placed and paid ***** for your food. ***** would have to refund the order for you. We did not have access to your payment information. We spoke to the representative at ***** and they told us about your conversation with them.

  We are refunding both charges for the inconvenience. ***** told us you refused the 2nd order that you said you did not place with them.  We asked them to refund both orders for the inconvenience. Please keep in mind that it takes 5-7 business days for the charges to disappear from your account.

  I am glad you let us know about this issue.

  Customer Answer

  Date: 02/14/2023

  is telling me they will not issue a refund. First they told me it was your decision to allow the refund. Now they are telling me it is under review by their company for a refund. Seems they do not care what you say. They have indicated the issue has now been escalated further for review, yet again. Although your company and ***** know I did not receive anything for the $50.14 I was charged. Donato's should not use companies such as these. I provided them with proof I called both Donato's and ***** plus proof on video the order was not delivered. This has been going on for 4 days. 
  

  

  Business Response

  Date: 02/16/2023

  Hello *****, 

  We spoke to our ***** Rep and instructed them to refund both orders. It takes 5-7 business days for the charges to disappear from your account.  Can you keep an eye on them and respond to let us know if this has been done?  We will deal with ***** on this matter. They have caused these issues and we will respond to them.

• Initial Complaint

  Date:01/11/2023

  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.

  placed an order at Donatos in Cincinnati Ohio at the Finneytown location.
  I received confirmation of my order & even that it has left the building but never got my order & checked it on the tracker & it kept saying it was on the way. About 40mins past my time it said cancelled. I called the line & couldn’t get through & was disconnected twice & was given the store number. I called & was told it was through Door dash & I had to take it up with them. I was already headed to the store & got there & was told Door dash picked up my food & I was the 3rd person that had complained about not getting their food & that Donatos doesn’t have drivers.
  I asked for my money back & the delivery charge & was told the money went to Door Dash & that they couldn’t give me any of my money back & I had to speak to a supervisor that wasn’t there

  

  Business Response

  Date: 01/13/2023

  Hello ******,

  We
  are so sorry this happened!  And I am so sorry the manager did not offer to take care of you!  I reached out to Door Dash and they could not
  provide proof that this driver delivered your food so I requested a refund from
  them and blocked this driver from delivering for us again.
  I
  am refunding the order today and it takes 3-5 business days for the charge to
  disappear.

  I am also mailing you a free pizza certificate for your next visit!  We are sorry we inconvenienced you!
  
  Thanks
  you for your patience.
  Donatos Customer Service

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:12/31/2022

  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.

  I never got my order. said they delivered but there no order at my door. tried calling store for 3 hours no answer.

  

  Business Response

  Date: 01/05/2023

  Hello *****,

  We are so sorry this happened! We have been using Door Dash drivers to help deliver our food. The Manager had no idea that this driver either took the food or delivered it to the wrong address!  New Year's weekend is one of the busiest weekends of the year for pizza companies so I am sorry we could not get to the phones!  I will definitely refund this order for $19.17.  Thanks for your patience!  

• Initial Complaint

  Date:12/20/2022

  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.

  BUYER BEWARE- SPEND YOUR MONEY ELSEWHERE!
  I ordered 3 large pizzas the day after Thanksgiving 2022 and used a reward for an order of wings. My total was $57. The pizza was gross, we tossed most of it. I was aggravated but I didn't call and complain. Whatever, lesson learned. That following Tuesday my card shows I was charged $69 once the charges settled. I looked and it appeared I'd been charged for the "free" wings. I called the store and the district manager ***** answered and told me they've had this issue before, it's a computer issue and he'd give me a credit! Absolutely not when the pizza was terrible the first time. I want the difference credited back to my credit card. I was over charged and i want that money back. I didn't ask for anything else and certainly wasn't offered anything else. Had to send him proof (my receipt) and ONE WEEK LATER he says sorry....Can only do an in store credit. Unacceptable donatos. Now he's ghosted me. I guess I'm calling corporate.

  

  Business Response

  Date: 12/21/2022

  Hello ********,

  We are so sorry!  I forwarded your complaint and texts directly to the Franchise owner of this location. He was very upset a good customer was treated this way.  He will refund the $11.49 and we are hoping you will consider ordering again in the future. It takes 3-5 business days for the charge to change. The wing reward is still in your account and does not expire until 1/24/2023.  I am also adding 600 points back into your account because of the inconvenience.  By adding these points back into your account, you reached 750 points and they converted into a free 14" one topping pizza reward that you can use until 2/19/2023.  Thank you for reporting this incident.  Happy Holidays!  

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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 have been going to Donatos near us for months, utilizing their rewards program. They decided to give our rewards to another person by claiming that we registered to a different email address with a different phone number. Upon inquiring with their service department, they deactivated my account and blocked me from being able to access how many times I have previously ordered to prove my claim. I do, however, have an email stating they funded another person's email address with this information that has no affiliation with my account. I also have ordered from the website each time I have placed my order, and now cannot even access it. Upon bringing it to their attention, instead of resolving the issue, they deleted my account and are acting now as if I never even existed.

  

  Business Response

  Date: 12/02/2022

  Hello - Your account is NOT blocked, deleted or deactivated. Your account is active with 472 points from the 3 orders that you have placed with us.  As I stated to you in the e-mail, your account is under a different e-mail address.  The e-mail address that is on this complaint has a different phone # listed.  We do not randomly use customer's phone #'s and e-mail addresses to set up accounts. You stated your girlfriend's sister's e-mail is the one affiliated with your phone #.  I tried to resolve the issue with you but thought it best to end communications based on how you responded to us. I went ahead and deleted your girlfriend's sister's e-mail address and added your e-mail address to the account. You will need to clear your browser history first and then login. Please reset your password first. Click on REWARDS and you can view your rewards account. If you have any issues, you are welcome to reach out to us.

• Initial Complaint

  Date:11/18/2022

  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.

  Did not receive food, said it was delivered. It must have been to wrong house, because I never received it. I called store as soon as I got delivered notification, but they did not answer phone. Called back two more times, they never answered their phone. Sent company an feedback email, have not heard anything. I just want my money back, including the driver tip.

  

  Business Response

  Date: 11/18/2022

  Hello *****,

  We are so sorry!  I see that a Door Dash driver helped us deliver this order.  Our stores are very short-staffed so we utilize 3rd party delivery services to help us. I checked with Door Dash, and it was delivered to the wrong place. I will definitely refund this order. It will take 3-5 business days for the charge to disappear.  We are very sorry this happened!  Thank you for reporting the issue.

  Customer Answer

  Date: 11/19/2022

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

• Initial Complaint

  Date:11/10/2022

  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.

  Monday November 7, 2022 I placed a on-line delivery order for 280 South Grant Ave Columbus Oh at 12:48pm. The delivery time was for 1:19pm. I didn't receive a phone call, text message or e-mail with an update once the time passed. I called at 1:29pm and spoke with a lady that stated she need to remake my order because the delivery driver didn't pick-up my order. Only after the phone call did I receive an email confirmation. No apologies were made and she didn't seem very concerned that I never received an update. I shared with her that I'm at work and my lunch has passed so I'm hoping they arrive at the next promised time. My medium "famous" thin Chicken Spinach Mozzarella pizza and 20oz. Mt. Dew arrived at 1:45pm. The pizza was literally on the front seat sitting on top of other personal items that I'm assuming belonged to the driver. No insulated carrier in sight!!! The pizza literally has no toppings a least an inch around the entire pizza AND it was cold. I took a picture of the pizza and I wish I would’ve taken a video of the delivery drivers car and my pizza on the seat. I would definitely recommended a sticker be put on boxes (between the top and base) to show the pizza/food was not tampered with if it’s not going to be in a insulated bag. I wasted my $25.21 and would like a refund. I submitted a complaint on line on the same day, no response. I emailed [email protected], I received a undeliverable reply. Donatos is not what it used to be (even before COVID) and I would no longer recommend it. I hate I left a pre-paid tip!

  

  Business Response

  Date: 11/10/2022

  Hello *******,

  We are so sorry we let you down!  COVID did affect Donatos and all restaurants as we struggle to hire staff.  This location is understaffed, and it has caused service interruptions at times. I am so sorry no one responded to your note!  I see you sent it on 11/7!  We will definitely refund your order.  I see the Manager took off money on Monday and your credit card was charged $14.83. I will make sure you get the whole order refunded. Please accept our apology for the lack of service you received. The pizza was not edge to edge and I will forward your picture to the Area Manager so she can visit and review their pizza making process.  I see that you are a Rewards Customer. I added a free 14" large one topping pizza reward into your account for the inconvenience. You can use this reward at ANY Donatos location. It expires on 1/8/2023.  I will request the refund today and it will take 3-5 business days for the charge to disappear from your account.  

  Customer Answer

  Date: 11/10/2022

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

• Initial Complaint

  Date:11/02/2022

  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 the evening of Tues October 4 2022 I made an online order delivery of three food items an large pepperoni pizza that had 150 pieces of pepperoni on it which was 16.29 a chicken lettuce tomato spinach salad for 7.99 and a sierra mist pop for $2.19. the order was submitted at 528pm and the delivery was supposed to be at my address by 600pm. With my discounted deal my order total with deliver total to 23.18 which I paid online with my bank card. I had to call the tamarack circle location about three to four times to get an manager or Donatos staff employee because the customer service dept couldn't help me with the details of my pizza not submitting to my email for my electronic email order receipt. I was finally able to speak to someone approx at 547pm and I was assured my food order would be delivered on time. I didn't mind if it came 10 to 15 minutes late since I could not get through to anyone until 547pm but my food delivery took until 710pm because my food order was stolen by a door dash delivery driver. I was not told from the previous call that door dash
  delivery drivers would be utilized to deliver my order. I had to call about three times to I finally connected to Donatos customer service department & spoke to an African American woman about my order after 7pm and she ultimately informed me after having to keep asking her for clarity and to speak slowly what happened b/c I had other plans and errands I had to run that day. She finally told me my order was stolen. I was reasonably upset & concerned if door dash had access to my form of payment. No one emailed or called me about the theft from door dash delivery. I wasn't aware that Donatos utilized them b/c my previous deliveries were from their own delivery staff( elderly Caucasian gentleman). I was connected with the young Caucasian manager on duty & he explained that the door dash delivery stole my food & it happens frequently. I requested refund on my card for the pop that they were out of and..

  

  Business Response

  Date: 11/02/2022

  Hello ****** - I reviewed your order on 10/4 and see that it was dispatched to Door Dash for delivery.  I will refund the order on 10/4. The Manager removed the soda from the order that night, so you were only charged $21.49.   I will ask our Accounting Team to refund the order today. It takes 3-5 business days for the charge to disappear.  I also see you ordered again the next night on 10/5!  Thanks for ordering!

  

  Business Response

  Date: 11/02/2022

  Hello ****** - I reviewed your order on 10/4 and see that it was dispatched to Door Dash for delivery.  I will refund the order on 10/4. The Manager removed the soda from the order that night, so you were only charged $21.49.   I will ask our Accounting Team to refund the order today. It takes 3-5 business days for the charge to disappear.  I also see you ordered again the next night on 10/5!  Thanks for ordering!

  Customer Answer

  Date: 11/07/2022

  I am partially rejecting this response because I have the liberty to explain more in detail of what further occurred in regards to my three consecutive orders being bad on September 26 2022 October 4 2022 and October 5 2022.   There was a promise and or an agreement made between the on duty manager and myself after 710pm as the new door dash driver ********** was coming to my front door with my food order on October 4. That manager promised that my bank card would be credited by 24 hours and the matter would be resolved within 24 hours and ultimately it was not. I had to go through.Donatos chain of command to have my money credited back on my bank card for the October 4 door dash theft incident and to report my bad pizza orders on September 26 2022 and on October 5 2022. I had to look on my receipt from October 5 2022 order and go to Donatoscares.com to fill out a survey complaint comment auto form process because it's very difficult to contact the Tamarack Circle Donatos  location directly on the phone and through email correspondence. I explained in detailed on that auto form the problems with my last three Donatos pizza orders and that auto form asks for contact information so that the corporate office and the local Donatos location that there were food and customer service issues with will contact you directly to resolve the matter. I was never contacted back from that online auto form. I had to follow up further by contacting Donatos corporate office on the evening of October 14 2022 and I left a detailed voicemail message and I was never corresponded back with either. So it just further made me realize that Donatos doesn't respect me nor value me  as a customer or the matter would have been resolved in a more timely and efficient manner. I along with generations of my family and family friends have been long time customers of Donatos, Donatos pizza was a past time food service for birthday parties semi special occasions high school and college graduation and so forth so I was beyond disappointed and frustrated with the lack of follow through and my recent subpar experiences with the tamarack circle location made me further believe that my food orders were made bad or less desirable on purpose. In the past few months from August through October I recently spent good money on donatos orders so as a long time customer I think I deserved more respect and courtesy than what I have received. I am satisfied that I will be fully refunded on my bank card for my order on October 4 2022 but it shouldn't have taken this long to resolve the matters with my last three orders. My pizza order on September 26 2022 was too saucy( despite me requesting light sauce and not asking the pizza to be well done ) and the whole entire pizza edges were burnt black and so was my pizza order on October 5 2022 so those two orders need to be refunded and resolved as well. I had to throw away most of the pizza on September 26 and October 5 2022. 
  
  
  

  Customer Answer

  Date: 11/07/2022

  I am partially rejecting this response because I have the liberty to explain more in detail of what further occurred in regards to my three consecutive orders being bad on September 26 2022 October 4 2022 and October 5 2022.   There was a promise and or an agreement made between the on duty manager and myself after 710pm as the new door dash driver ********** was coming to my front door with my food order on October 4. That manager promised that my bank card would be credited by 24 hours and the matter would be resolved within 24 hours and ultimately it was not. I had to go through.Donatos chain of command to have my money credited back on my bank card for the October 4 door dash theft incident and to report my bad pizza orders on September 26 2022 and on October 5 2022. I had to look on my receipt from October 5 2022 order and go to Donatoscares.com to fill out a survey complaint comment auto form process because it's very difficult to contact the Tamarack Circle Donatos  location directly on the phone and through email correspondence. I explained in detailed on that auto form the problems with my last three Donatos pizza orders and that auto form asks for contact information so that the corporate office and the local Donatos location that there were food and customer service issues with will contact you directly to resolve the matter. I was never contacted back from that online auto form. I had to follow up further by contacting Donatos corporate office on the evening of October 14 2022 and I left a detailed voicemail message and I was never corresponded back with either. So it just further made me realize that Donatos doesn't respect me nor value me  as a customer or the matter would have been resolved in a more timely and efficient manner. I along with generations of my family and family friends have been long time customers of Donatos, Donatos pizza was a past time food service for birthday parties semi special occasions high school and college graduation and so forth so I was beyond disappointed and frustrated with the lack of follow through and my recent subpar experiences with the tamarack circle location made me further believe that my food orders were made bad or less desirable on purpose. In the past few months from August through October I recently spent good money on donatos orders so as a long time customer I think I deserved more respect and courtesy than what I have received. I am satisfied that I will be fully refunded on my bank card for my order on October 4 2022 but it shouldn't have taken this long to resolve the matters with my last three orders. My pizza order on September 26 2022 was too saucy( despite me requesting light sauce and not asking the pizza to be well done ) and the whole entire pizza edges were burnt black and so was my pizza order on October 5 2022 so those two orders need to be refunded and resolved as well. I had to throw away most of the pizza on September 26 and October 5 2022. 
  
  
  

  

  Business Response

  Date: 11/11/2022

  Hello ******,

  I have thought about your rejection. I handle all phone calls and e-mails about issues, and I did not receive anything from you about your order on 10/5. I even reviewed all communication from locations surrounding our Morse Road location in case you clicked on the wrong location.  However, I would like to go ahead and refund your order on 10/5 also. After the issue on 10/4 with Door Dash, we appreciate that you ordered again right after that happened to you.  Remember it will take 3-5 business days for the charge on 10/5 to disappear. However, I did not get any communication about your order on 9/26 and cannot refund that charge. If you have issues, you can call our Customer Service Team that answer phones Monday-Friday 8:00 a.m. - 5:00 p.m.  I will let the Managers know about your claim to the BBB to ensure better service.  Thank you!

  

  Business Response

  Date: 11/11/2022

  Hello ******,

  I have thought about your rejection. I handle all phone calls and e-mails about issues, and I did not receive anything from you about your order on 10/5. I even reviewed all communication from locations surrounding our Morse Road location in case you clicked on the wrong location.  However, I would like to go ahead and refund your order on 10/5 also. After the issue on 10/4 with Door Dash, we appreciate that you ordered again right after that happened to you.  Remember it will take 3-5 business days for the charge on 10/5 to disappear. However, I did not get any communication about your order on 9/26 and cannot refund that charge. If you have issues, you can call our Customer Service Team that answer phones Monday-Friday 8:00 a.m. - 5:00 p.m.  I will let the Managers know about your claim to the BBB to ensure better service.  Thank you!

  Customer Answer

  Date: 11/15/2022

  it's not accurate nor truthful. I have call records which I will attach in this response of the many attempts I made to the Donatos on Tamarack Circle especially regarding my stolen food order on October 4 2022 by a Door Dash delivery driver ********** and to The c Donatos Corporate office in which I was disconnected on on October 5 2022 and I followed up with the corporate office again by leaving a voicemail message on Friday evening on October 14 2022 and not receiving a call back from any representatives from the corporate office nor from the management or any employees from the Donatos Tamarack Circle. I also will later provide the customer service auto email service that I filled out between the late evening of October 5 2022 through October 6 2022 about the  very problematic customer service issues I had with my past three orders since Monday evening September 26 2022 and my stolen order on October 4 2022 that took an hour and 40 minutes to bring. I only ordered on October 5 2022 for my personal reasons and because I went on good faith by the manager on duty on the evening of October 4 2022 that my money would be refunded on my bank account and the matters would be resolved within 24 hours which ultimately it was not or I would not have had to file a better business bureau complaint. So I have done my due diligence as a customer to fulfill the agreement that was promised to me on the phone on October 4 2022.  Perhaps Donatos needs to hire more employees cooks and their own delivery drivers so it's provides high quality of customer service when trying to contact  the Tamarack Donatos location regarding bad food orders stolen orders billing issues and so forth. As I previously stated I appreciate my full refund for that horrible door dash theft incident on  October 4 2022 if I was made fully aware Donatos utilize door dash and they had a delivery food theft problem I would have had never ordered anything from Donatos. Thank you 

  
  
  
  
  
  
  
  

  Customer Answer

  Date: 11/15/2022

  it's not accurate nor truthful. I have call records which I will attach in this response of the many attempts I made to the Donatos on Tamarack Circle especially regarding my stolen food order on October 4 2022 by a Door Dash delivery driver ********** and to The c Donatos Corporate office in which I was disconnected on on October 5 2022 and I followed up with the corporate office again by leaving a voicemail message on Friday evening on October 14 2022 and not receiving a call back from any representatives from the corporate office nor from the management or any employees from the Donatos Tamarack Circle. I also will later provide the customer service auto email service that I filled out between the late evening of October 5 2022 through October 6 2022 about the  very problematic customer service issues I had with my past three orders since Monday evening September 26 2022 and my stolen order on October 4 2022 that took an hour and 40 minutes to bring. I only ordered on October 5 2022 for my personal reasons and because I went on good faith by the manager on duty on the evening of October 4 2022 that my money would be refunded on my bank account and the matters would be resolved within 24 hours which ultimately it was not or I would not have had to file a better business bureau complaint. So I have done my due diligence as a customer to fulfill the agreement that was promised to me on the phone on October 4 2022.  Perhaps Donatos needs to hire more employees cooks and their own delivery drivers so it's provides high quality of customer service when trying to contact  the Tamarack Donatos location regarding bad food orders stolen orders billing issues and so forth. As I previously stated I appreciate my full refund for that horrible door dash theft incident on  October 4 2022 if I was made fully aware Donatos utilize door dash and they had a delivery food theft problem I would have had never ordered anything from Donatos. Thank you