Complaints
This profile includes complaints for Donatos Pizza's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 70 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a chicken pizza from Donatos pizza on Wednesday October 26th from the Morse crossing easton Donatos. I ordered a larger chicken Mariachi pizza. I noticed on my second to last slice that the chicken had a two inch bone that was in the pizza. I took the pizza back with the chicken bone and they told me to call corporate office for an additional refund. I talked to a manager that would only provide me a refund for up to the pizza amount and was very rude stating they only sale boneless pizza. She stated that the pizza may have a little grissel that was not a big deal. I’m looking for additional funds or better service and compensation for pain and suffering. This bone could have killed someone else if they would have ate the bone or swallowed that bone.
Business Response
Date: 11/14/2022
I reviewed the phone conversation and confirmed that your money was refunded for this issue. Thank you!Initial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is the FOURTH TIME I’ve ordered sauces in my pizza order that nothing was included which is now 15 dollars worth. Can you please compensate me for this because I feel like you’re just stealing my money at this point.Business Response
Date: 10/25/2022
Hello - I would be happy to assist you! I researched your name, phone # and e-mail address and see your last order was on June 23 at our Grandview location. I also checked our customer service log and do not see your information. Can you provide me with the dates of each order, the name and phone # used to place these orders and the location? Once I have that information, I can research the orders and respond to this claim. Thank you!Initial Complaint
Date:10/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Both recent times when to the restaurant, crust was hard at bottom and not alot of sauce. And sauce tasted differentBusiness Response
Date: 10/18/2022
Hello *****,
We are so sorry! Did you call the Manager when this happened to give them a chance to make this right? We always appreciate a call when this happens right away. I would be happy to refund the money. You paid with cash so I will have to request a check for you. Where should we mail it? Please let us know! In the future, please feel free to call us directly for resolution.
Customer Answer
Date: 10/18/2022
I accept the business's response to resolve this complaint.Initial Complaint
Date:10/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transaction was October 1st 2022, 31.50. My card was charged another 31.50 the following day so its been charged twice and today on October 5th there is yet another charge for 31.50 pending. This is the 3rd time I have ordered from Donatos and was charged multiple times for the same transaction.Business Response
Date: 10/06/2022
Hello ****,
I researched your account and reviewed your last 3 orders. I also checked to see if you had every reported the issue to us for resolution and could not find anything had been reported to us. I reviewed the most current order on 10/1. I asked for our Accounting Team to deep dive into your claims. We see you were charged $33.27 with the credit card ending with ****. You may want to call your credit card company to see why the charge is incorrect and still pending. The authorization code for this order is ******. Please use this # when you call your company. I also reviewed the order on 9/27 and see you were charged $16.17 1 time with the credit card ending with ****. The order prior to that was on 7/26 for $16.23. You are welcome to reach out to us at 1-888-366-2867 for assistance.
Initial Complaint
Date:09/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On multiple occasions I have placed orders using donatos website. I always apply coupons on the website to save a little money for a family of 5. Upon review of every single one of these transactions I was still charged the amount the coupon should have deducted including twice in the past 2 weeks. I brought this to the locations manager at least 4 times and they have done nothing to correct the situation. They know about the issue but they stated that those coupons do not apply to their location even when I've paid online for the original amount my bank account ends up with a second charge that shouldn't exist because of the coupon. This is fraud and false advertisement at the bare minimum. Something has to be done as they're just taking hard earned money from their customers.Business Response
Date: 09/27/2022
Hello ******,
I would be happy to assist you! I reviewed your account and see that you have used deals on almost all of your orders. Recently, I only see 3 orders where a deal was not applied: 8/20, 9/17 and 9/23. Can you provide me with the e-mail confirmations for those dates so I can see what deal you applied and what was not transmitted to our system? I will need this information in order to research the issue and a refund. Can you forward them to [email protected] and I will reply to you! I promise I will correct the issue for you! I see you are a rewards customers and we want to take care of you!
Initial Complaint
Date:09/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered from Donatos and did not receive my order for over an hour. I was also hung up on when I called to question the time of my order. I would like a refund for this order considering it went over the promised time. My rewards points did not work either, it was supposed to be for a free sandwich but it did not register in my final total.Business Response
Date: 09/23/2022
We are so sorry *******! I heard the District Supervisor has already contacted you to resolve the issue! Thank you!Initial Complaint
Date:08/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order for Donatos on 8/01/2022 scheduled for 6pm. I waited around thinking that it was no way I missed them, called the store and was told my order was out for delivery by this time it's almost 8pm I call again to be told it was delivered. But No food! Being told lies, money taken from my card, times not adding up! All I'm asking for is a refund of my money. I agree to not conduct business with them again.Business Response
Date: 08/02/2022
Hello *****,
In reviewing your order, I see you ordered a contactless delivery. A tenured delivery driver laid the food on your porch in your complex last evening. I am sorry someone must have taken the order. The Manager refunded the $52 order last night when you called about the issue. It takes 3-5 business days for the charge to disappear rom your account. Thank you!
Customer Answer
Date: 08/03/2022
I truly thank you for responding to my complaint and issuing a refund. It's sad that it's unsafe in Our neighborhoods and it leaves Us the good guys to pay for it . May God Bless You for your kind act and understanding. I have reported the thief and actions are being taken against them.
I accept the business's response to resolve this complaint.Business Response
Date: 08/16/2022
Hello *****,
I researched the issue and your credit card was refunded that night 8/1. It takes some credit cards companies anywhere from 3-7 business days for the charge to disappear. You will note see a credit. The charge should disappear. Please check with your credit card company.
Business Response
Date: 08/16/2022
Hello *****,
I researched the issue and your credit card was refunded that night 8/1. It takes some credit cards companies anywhere from 3-7 business days for the charge to disappear. You will note see a credit. The charge should disappear. Please check with your credit card company.
Customer Answer
Date: 08/20/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17656076
I am rejecting this response because: I have been told many lies since this incident has occurred, my bank statement shows that the company received the money but my money was never refunded.
Regards,
***** ****Customer Answer
Date: 08/20/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17656076
I am rejecting this response because: I have been told many lies since this incident has occurred, my bank statement shows that the company received the money but my money was never refunded.
Regards,
***** ****Initial Complaint
Date:08/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered food from this establishment and when the pick up time came, I sat in line for and hour to receive my food that was cold and incorrect. My ordered is attached with pick up time, when I called into the establishment they put me on hold twice and never came back to the phone. This is the worse Donatos I have ever been too staff was nonchalant like they didn’t care. After lying such a hefty price it should have been ready on time and hot . I am very disappointed and would like a resolution to this situation as soon as possibleBusiness Response
Date: 08/01/2022
Hello Ivory! WE ARE SO SORRY! I reviewed your order and see that you were at the register at 10:41 p.m. I will absolutely refund this order. It will take 3-5 business days for the charge to disappear from your account. I will also report it to the Area Manager to see why it took so long for you to receive your pick-up order. THANK YOU for letting us know!
Business Response
Date: 08/01/2022
Hello Ivory! WE ARE SO SORRY! I reviewed your order and see that you were at the register at 10:41 p.m. I will absolutely refund this order. It will take 3-5 business days for the charge to disappear from your account. I will also report it to the Area Manager to see why it took so long for you to receive your pick-up order. THANK YOU for letting us know!
Customer Answer
Date: 08/02/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Customer Answer
Date: 08/02/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Initial Complaint
Date:07/31/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i ordered pizza and garlic bread on july 31, 2022. i only recieved pizza ( cold ) it also had taste of cinnamon in it. i called and called no answer. to have money for bread refunded. i finally got a employee to answer on differen phone number. i was told he could not refund my money. he could not help me at all. i would like a refund of the 29.75 that came out of my account.Business Response
Date: 08/02/2022
Hello ******, We are very sorry for the inconvenience! You can always call Donatos Customer Service for assistance! We will refund the order for you! The charge will disappear in 3-5 business days!Customer Answer
Date: 08/03/2022
I accept the business's response to resolve this complaint.Initial Complaint
Date:07/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an order online with Donatos on Friday somehow in the middle of my order they changed locations on me and when the delivery guy couldn't find the address he told me he was taking it back to the store I told him that was fine I could come pick it up then when I realized how far it was and what had happened I called them and they told me they were reimbursing my money into three days I called corporate they gave me problems like I did this on purpose or something like this and was being really rude then they told me they were keeping my $64 and the delivery driver needed to be paid I don't mind paying the delivery driver but I should be able to get my money back and they're trying to give me $30 of my $64 back and no way shape or form is that fair nor right and the lady Jane told me that I have to wait 5 to 7 Days knowing I can have my money right now and I don't have to wait 5 to 7 days they're being very very rude and messed up to meBusiness Response
Date: 08/02/2022
Hello
******,
This
complaint is very disappointing after you agreed to pay $30 for an order you
placed incorrectly. Our online system does not switch or send orders to random
addresses. You attached the e-mail confirmation that you
received just a few minutes after you placed the order to the wrong
address. Had you read the e-mail, you could have caught the error and called
the location to cancel the order. Our delivery driver took his time to deliver
the food and found that you were not at the address on the order that you
submitted. He called looking for you and you told him to bring the food back to
the location and you would pick it up. He told you which location he delivered
the food from so you could pick-it up. You did not show up to pick up your
order. We had a professional discussion with you about this order and you
agreed to pay $30 for food we made in good faith and for the delivery driver to
be paid a gratuity for your error. We will refund $15.64 more and leave
the remainder for our delivery driver as requested.
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